RETURN POLICY:
You may return any unused product within 10 days for a full refund or store credit. The customer is responsible for any shipping charges to return products to us. Store credits can be used to purchase products or rent bikes, and can be used at any of our locations.
Return Policy for Bikes: If you purchase a new bike from us and change your mind within 7 days of purchase, you may return the bike to us in new, unused condition and we will offer a store credit minus a 10% restocking fee. For E-bikes we will consider the bike unused as long as it is returned in new condition with less than 10 miles added to the odometer by the customer from time of purchase. This excludes used bikes. All sales are final on used bikes.
Custom bikes and sidecars: Sorry, no refunds or exchanges for custom-built or custom painted bikes or sidecars. ALL SALES ARE FINAL FOR SPECIAL ORDERS. We do not offer refunds for sidecars, but are happy to provide a store credit. Customers are responsible for returning the sidecars to us in new, unused condition. We are not responsible for shipping charges and strongly encourage you to take out shipping insurance before shipping back to us.
Special orders: We require full payment for special order sidecars. For all other special orders, we require a $500 deposit with the balance due when the product comes in. If we are drop shipping the product to you we will require full payment at the time you place the order. For bike deposits, we will gladly refund the $500 deposit if we are unable to deliver the bike within 30 days of the stated delivery time on the order, or if you cancel the order in writing prior to us receiving the bike.
BIKE RENTALS POLICY:
Bike Rentals: Customers are responsible for any damages to our rental bikes. We offer optional insurance for accidental damage that will cover up to $200 in accidental damages- this must be purchased prior to riding the bike. Accidental damage includes cosmetic damage to the paint (including dents and scratches), damage to the rims, damage to the grips and pedals, damage to the seat or fenders, chain, derailleur or kickstand.
Rental Refund: We will gladly refund any rental that is cancelled in writing at least 7 days in advance of the reservation. For reservations that are cancelled within 7 days of the reservation, a store credit will be issued. We will not issue any refund or store credit for customers that don't show up or that call us to cancel after their reservation has started or on the day of the reservation. There is no refund on discounted rentals booked online or through third-party booking platforms.
We reserve the right to cancel any reservation due to poor weather or if we believe the rider is incapable of riding safely. If we cancel the reservation a full refund will be offered.
Customers are responsible for paying for any bikes not returned, as well as any outstanding rental fees accumulated after the original booking (minus any discounts) should the bikes not be returned on time. The card on file will be charged for the full retail value of the bikes if they are not returned within 48 hours of the end of the reservation. Rental fees will continue to accumulate until bikes are returned or paid for. We offer complimentary locks which should be used to lock bikes up to keep them from getting stolen.
BIKE REPAIRS AND SERVICE:
We offer full service and repairs for all bikes we sell. Pricing for service will be quoted prior to any work being done on your bike.
We WILL NOT BUILD OR SERVICE e-bikes purchased from an online retailer, this includes brands we carry such as Super73 and Bluejay. One of the many benefits of buying from a local bike shop is that the shop will be there for you to support you with maintenance and service after you ride your bike. Just like cars, all bikes need ongoing routine maintenance and service. We offer the same bikes at the same price as buying direct, with the added benefit of after-purchase service for repairs and maintenance. If you purchase a bike from us and do not live near one of our shops, we will be happy to help you find a local bike shop near you for future service and support.
We will provide service and repairs for all types of bikes, both acoustic and electric. We will not work on any ebike electronic systems that we don't carry. We are happy to do general repairs and tuneups on all bikes, but we will not work on the electronic components unless the bike is purchased from us or is a brand we carry.
OTHER FAQ:
Do you allow dogs? Yes, we allow dogs in all of our shops and we also allow dogs to go cycling in our sidecars, dog baskets and pull-behind trailers.
Do you price match other sites? Yes, we will price match any reputable company offering the same product at a lower price. Price match will be honored at time of purchase only.
Do you offer shipping? Yes, we ship most products to all 50 states and Canada, many products we ship for free. Contact us for assistance.
I saw a shirt in your store, can I order online? Yes, if you email or call us we can process your order over the phone or email you a link to pay online.
Do you ship bicycle sidecars? Yes, we ship to all 50 states and Canada. Our sidecars are for kids and dogs up to 100 lbs. The sidecars are made to order and typically take 8-12 weeks to ship. They will work with most bike frames. Contact us for assistance in placing an order, or stop into one of our shops to test ride one and place an order. We do stock sidecars as well, sorry, we do not ship the sidecars we stock, they are for local pickup only.
What is your warranty policy? We honor the warranty policy of each brand we carry.
Do you offer customization? Yes, we can customize your bike or sidecar relative to paint and components, but we do not offer modification of electronic systems and we will not install e-bike kits on existing bikes.
SHIPPING DAMAGE:
We reserve the right to replace or repair any damages caused during shipping, at our discretion. All shipping damage must be communicated to us within 24 hours of receiving the delivery. Photos showing the packaging as well as the damages to the product, with a detailed written description, must be emailed to admin@maddogsenglishmen.com