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| How do I create an account? |
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1) Click the "My Account" link at the top right side of our site.
2) Enter your email address.
3) Select "I am a new customer".
Then simply follow the prompts to complete setting up your account. Your information is NEVER sold to any other company and is kept completely private. We have a Privacy Policy.
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| How do I edit my account information? |
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Click the "My Account" link at the top right hand side of our site to edit your account information. |
| How much is my shipping? |
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We offer free UPS Ground shipping on most orders over $150.
There are exclusions for the following gangly oversized items: frames, bikes, wheels & rims. But for everything else, once you hit $150 the free shipping kicks in at checkout. If your order comes to $149 before tax and shipping you can donate a buck to one of our charities to get you over that amount. There's a link to the donate button right there in the cart.
Under $150 and the following rates apply. Compared to walmart.com our shipping rates might seem expensive, but our shipping department is top notch, we use the best packaging and we lose at least a buck to UPS on most packages at these rates.
$9 UPS Ground
$16 UPS 3-day
$22 UPS 2-day
$36 UPS NEXT DAY
Except orders including:
Rims:
$20 shipping for rims, up to 6. $30 for 7 or more.
Wheels:
$40 for one or two. So $80 for three or four, etc.
Frames:
$55 to California
$65 West of the Mississippi
$75 East of the Mississippi
Bikes:
$110 to California
$150 West of the Mississippi
$160 East of the Mississippi
There are exceptions. Shipping large boxes internationally can get expensive. Call us for details. 800 345 3918.
jenny@rivbike.com is who you'll wanna talk to.
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| I forgot my password. |
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Click the "My Account" link at the top right hand side of our site. Under the login box you'll see a link that says "Forgot your password? Click here". That link will send an email to you with your password. |
| How do I return my product? |
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Please click here for more information on returning an item. |
| I received the wrong product. |
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If you feel that you have received the wrong product, please contact customer service within 72 hours of receiving the product. |
| What is your return policy? |
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Returns and ExchangesA slightly snarky explanation, no offense intended.
NEW IN BOX
You have SIXTY DAYS to return or exchange something unused for cash, and six months for credit. Understand that it's possible that we no longer carry the returned item, so it may be of little value to us to get it back. And in any case, we've long spent the profit.
That said, we try to be reasonable, but ask that you not put us in the position of having to either take a loss on something or come off like uncaring people. We will always take the loss.Thanks.
If you want to exchange for a different size or color, the thing you're exchanging needs to be as new and you understand that you're responsible for the shipping.
USED
If it's defective we'll take it back anytime.
But some things can wear out, or can break without being defective. And some things degrade in function over time and with use, even when all's well with the manufacturing and materials. Stop the presses, but stuff doesn't stay new forever.
OTHER 1.
If you don't like the ring of a $12 bell after a day or a month...well, it's $12, and it is a bell, and the pitch of the tone may not twangle your ears exactly as you wish it would, but it's only a bell and it's only $12. (Note: We like the ring of all of our bells, and mention this only because it has happened.)
OTHER 2.
We've had minor abuses in the past, where a guy buys a pair of $25 pedals, uses them for two years, says they "click", and gets a new pair. Then they "click" too, and he wants another new pair.
No, man. Pedals are little machines, with moving parts under lots of stress. A click could be that it's not tightened to the crank arm enough (this is the case 80 percent of the time). A click could be a loose, press-fit reflector. Shim the sucker yourself; it's such a minor deal. And then there's lubrication. Our pedals are cheap and good, but it's not fair to apply the same standards to them as you'd apply to a $220 set of pedals. Make no mistakethe pedals we sell are the ones we ride day in/day out problem-free. But now and then it's a good idea to pry off the dustcap, squirt in some Phil or other thick oil, and let it soak in. All in all, even good stuff wears out, and even good stuff benefits from a little maintenance.
OTHER 3
Pack stuff up as much as possible the same as you received it. Fenders returned with hardware scattered in the boxno good. We're not super picky, but we are people, and when you toss your returns into the box from across the rumpus room, it makes life hard on Miesha, who processes the returns. On that note, please clean up greasy, filthy, dirty items too. That said, we reserve the right to charge a 10% restocking fee for egregious violations of common decency in this regard.
OTHER 4
No returns on underwear or sleeping bags ever ever ever ever ever. No matter what. It's the law.
Also, it's pretty normal for socks to get holes in them if you wear them daily for a year.
Not covered here? Please give us a call at 800-345-3918 to discuss any returns or exchanges. |
| When will my order ship? |
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Please see each individual item page for more information on the availability of each item. Also, after placing your order, you may click the "My Account" link at the top right hand side of our site to track the status of your order. You will receive a shipment confirmation when your order has shipped and tracking information within 24-48 hours of shipment. |
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