| Order Status |
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| Can I add to my order? |
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No. It's technically impossible for software reasons. But you can cancel it and resubmit. We're a small operation and fast, so it's might already be charged and boxed in the smallest possible box the items allow anyhow. Place an order in the morning and it can ship out in the morning sometimes. That fast.
If you are faster than us (or if it's not business hours) you can go here (My Account>Look at Orders) & click the View or Change Order button.
If you see the Change Quantities or Edit Items button you're in luck! Zero out the entire order and save changes. Then make another order. If the order says this "NOTE: This order is either in Processing or already Shipped." at the bottom it's too late, it's a goner, out the door charged and shipped.
Kind of a pain, we know, sorry bout that. But you'll avoid the double shipping charges.
If we can find ways to make this work better, we will. Right now, though, try to be as sure as you can before you place your order.
The best thing is to create a new order and submit it. If you get it in before it gets processed, hot dang all is well. Monday through Friday 9-5 though, more than likely, your order is already heading for the door. Or gone. |
| Has my order shipped? |
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Click the "My Account" link at the top right hand side of our site, then "Look at your orders." If it says "Shipped" there, then it has. You should have received tracking info from UPS too. |
| How do I change quantities or cancel an item in my order? |
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Click the "My Account" link at the top right hand side of our site to view orders you have placed. Then click the "Change quantities / cancel orders" link to find and edit your order. Please note that once an order has begun processing or has shipped, the order is no longer editable. |
| How do I track my order? |
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Assuming we have your correct email address on file, once your order is scanned in by UPS upon pickup, you will receive an email from UPS Worldship with tracking info. We are working on building it into your My Account page.
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| My order never arrived. |
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Yikes. Click the "My Account" link at the top right hand side of our site, then "Look at your orders" to track your order status. It'll either say, "processing" or "shipped." If it says "processing," that means we're still working on it, or something was back-ordered, or there was payment/address issues, or any number of things.. That's also a good time to make sure you had the right shipping address on there. If it did ship, you should have received an email from UPS with your tracking info. Refer to that to track it.
If it looks like it shipped but you still have nothing after a week or so, call us 800-345-3918. We'll do our best to sort it out.
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| An item is missing from my shipment. |
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Dang! Click the "My Account" link at the top right hand side of our site to look at your orders. Be sure that all of the items in your order have shipped already.
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| My product is missing parts. |
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Click the "My Account" link at the top right hand side of our site to look at your orders and make sure that all of the items in your order have shipped already.
If its a defective product, that's different. Then call 1800 345-3918.
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| When will my backorder arrive? |
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We don't always know. We try to keep our stocks replenished regularly and predict order volume, but there are times when even the suppliers don't know. Thems the breaks when you carry hard-to-find items from tiny mom&pop suppliers.
If we DO know when the shipments are coming in, we will post ETAs on the product page, up the by the pricing.
Feel free to email spencer@rivbike.com with inquiries about backordered items. He does our buying and receiving.
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