FAQ
Satisfaction Guarantee
Do you have a satisfaction guarantee?
We stand behind everything we sell. If for any reason you are not satisfied with your purchase, simply return the item within 30 days and we'll replace it or give you a refund. Please read "Returns" below for more information. Please note: Bikes, Accessories, Components, and Apparel on Final Sale are non-refundable.
Shipping
We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.
What are your shipping options?
We provide shipping options for the majority of apparel and accessories, typically within 3 to 5 business days. In the case of bikes, we offer Economy, Standard, and Express Shipping, each available with or without Epic Pro Assembly.
What does our Epic Pro Assembly mean? The bike will be built, tuned up, and expertly packaged. The only items you will need to finalize installation are the handlebar, seatpost, and front wheel. Please keep in mind some tools are necessary in order to finalize this.
It's important to note that, at present, we do not offer shipping services outside the 50 U.S. states. If you have any questions about shipping, please don't hesitate to contact us.
Online Sales: (888) 366-8083
What are your shipping fees for bikes?
Contiguous U.S. States (all states except Hawaii and Alaska):
Economy (10 to 12 business days): $79.00
Economy + Epic Pro Assembly (5 to 8 business days): $158.00
Standard (8 to 10 business days): $250.00
Standard + Epic Pro Assembly (3 to 4 business days): $329.00
Express (5 to 8 business days): $400.00
Express + Epic Pro Assembly (1 to 2 business days): $429.00
Alaska & Hawaii:
Economy (10 to 12 business days): $350.00
Economy + Epic Pro Assembly (5 to 8 business days): $429.00
What are your shipping fees for gear?
Contiguous U.S. States (all states except Hawaii and Alaska):
Economy (10 to 12 business days): $79.00
Standard (8 to 10 business days): $250.00
Express (5 to 8 business days): $400.00
Alaska & Hawaii:
Economy (10 to 12 business days): $350.00
Do you have in-store pickup?
In-store pickup is available Tuesday - Sunday, 11 am - 5 pm.
An email will be sent when your order is ready for pickup. Your order will generally be ready within 48 hours. If you prefer to meet us curbside for pickup, please call or email the shop to make arrangements.
If you need an item right away, please call us to confirm that the product is available before heading over to our store. Unless special arrangements are made in advance, orders need to be picked up within 30 days or a 10% restocking fee will be charged.
Returns, Refunds & Exchanges
What is your refund policy?
We offer a 30-day return policy, which allows you to request a return within 30 days of receiving your item. To be eligible for a return, the item must be in its original condition, unworn or unused, with all tags attached, and in its original packaging. Additionally, a receipt or proof of purchase is required.
Please note that most complete bicycles are subject to a 10% restocking fee, in addition to a shipping fee of $79.99.
Accessories, Components, and Apparel are also subject to a return shipping fee of $11.99.
Non-Refundable Items
Certain items are not eligible for return, including but not limited to:
- Final Sale Bikes
- Final Sale Accessories
- Final Sale Components
- Final Sale Apparel
- Special Order Bikes
- Custom Bikes
- Any items clearly marked as Final Sale
Additionally, purchases made during special promotional periods, such as Black Friday or Cyber Monday, which involve the use of a coupon code, are not eligible for returns.
Return Process
To initiate a return, please contact us at orders@epic-cycles.com. Upon approval of your return, we will provide you with a return shipping label and detailed instructions on how to return the item. Items returned without prior authorization will not be accepted. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Data Security
What is your information security policy?
We protect the security of your information during transmission by using Secure Sockets Layer (SSL) software, which encrypts all of the information you provide to us and prevents outside parties from being able to "see" your transaction information. When your account information is displayed on your screen, we only display the last five digits of your credit card numbers. You also have the choice of whether or not to save credit card information with us in your Online Account.
We sometimes use other companies (third-party service providers) to perform functions on our behalf. Examples include fulfilling orders and delivering packages. They need access to some personal information in order to perform their duties but may not use this information for other purposes.
Get in touch
Have questions about your order, or a general enquiry?
