Frequently Asked Questions


Orders

What type of payments are accepted?

We accept the following forms of payment: 

  • Visa, MasterCard, American Express, Discover
  • Shop Pay, Apple Pay, Google Pay, Meta Pay
  • shop Velofix Gift Cards
  • PayPal

Shipping

How are the bikes shipped?
  1. When you order a bike, select “Bike Delivery, Build, and Tune by velofix” at checkout.
  2. When your order is confirmed, your bike will be shipped to the nearest velofix Mobile Bike Shop. Once your bike is received, a velofix representative will contact you to book an onsite appointment.
  3. We arrive onsite, inspect and build the bike/install the product to the manufacturer's specification.
  4. We ensure your bike is safe and working correctly by doing a test ride.
  5. You go and enjoy your bike!
How much does shipping cost?

Shop velofix offers the following shipping rates across the United States:

  • Standard shipping/velofix DIRECT is free for Radio Flyer, Stromer, Yamaha e-bikes, and selected Louis Garneau bikes.
  • Standard shipping/velofix DIRECT is $125 for selected Louis Garneau bikes.
  • Standard shipping is $20 for orders of accessories of less than $150. Free shipping on accessories over $150.

We currently do not ship internationally.

How do I check the status of my order?

Once your bike has been shipped to the nearest velofix Mobile Bike Shop, we will send you an email with the tracking number and our team will contact you to book an onsite appointment. For any additional inquiries or questions, email us at inquiries@shopvelofix.com.

Do you ship to Canada?

We only sell selected bikes to Canada at this time. If you are interested in a specific bike, please contact us at inquiries@shopvelofix.com.

Do you ship internationally?

Unfortunately, we do not ship internationally at this time. If you are interested in a specific bike, please contact us at inquiries@shopvelofix.com


Warranty

What is your warranty policy?

All new products sold by Shop velofix are covered by the individual manufacturer’s warranty policy. Each brand determines eligibility for its warranty claims.


Returns

How do I return an item?

If you would like to return your bike, please contact us at inquiries@shopvelofix.com. Once you are granted authorization to return your bike, please pack it in the original box and packaging materials and ship it to the address provided in the authorization email. Once your return is received and inspected, we will send you an email to notify you that we have received your returned bike. We will also notify you of the approval or rejection of your return. If your return is approved, then your return or exchange will be processed.

What is your refund process and timing?

We accept returns of unused and undamaged bikes within 15 days of delivery for store credit or exchange. If 15 days have passed since the date of delivery, we cannot offer you store credit or an exchange.

Shipped returns take 10-14 days to process from the time we have received your package.

Refunds (not applicable to the purchase of bicycles) of any kind may take 7-10 business days to process and show up on your statement. This will vary depending on your financial institution. Refunds go back to your original method of payment – Credit Card, Gift Card, etc.

If your return is deemed ineligible your package will be returned to you.

Why did my return get sent back?

If your return is deemed ineligible your package will be returned to you. Please read the following carefully to prevent your package from being rejected.

Items are ineligible for return if they are:

  • Missing proof of purchase
  • Used, installed, or worn.
  • Exposed to the elements (rain, mud, etc.).
  • Damaged merchandise discounted for any reason, discontinued, clearance or “Final Sale” products.
  • Damaged manufacturer packaging will cause your return to be rejected.
  • Have return labels applied directly to product packaging (please use the original shipping box).
How do I make an exchange?

If you need to exchange an item for a different size or color, please contact us at inquiries@shopvelofix.com within 30 days of delivery. We will provide instructions on how to return the item and send the new one.

How do I return a bike or frame?

We accept returns of unused and undamaged bikes within 30 days of delivery for store credit or exchange. If 30 days have passed since the date of delivery, we cannot offer you store credit or an exchange.

If you would like to return your bike, please contact us at inquiries@shopvelofix.com. Once you are granted authorization to return your bike, please pack it in the original box and packaging materials and ship it to the address provided in the authorization email. Once your return is received and inspected, we will send you an email to notify you that we have received your returned bike. We will also notify you of the approval or rejection of your return. If your return is approved, then your return or exchange will be processed.