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Shipping policy

Order Processing Times

Shipping and delivery times may vary, but in most cases, orders for in-Stock items will be processed within 1-5 business days. We appreciate your patience as we are always committed to processing and shipping your order as quickly and safely as possible. Once your order has been processed, you will receive a confirmation email with shipment tracking information. In some cases, a shipping confirmation may be slightly delayed even though the package is already on its way to you.

Shipping Methods

Most of our bikes ship FedEx GROUND.  Due to shipping limitations on lithium ion batteries, we aren’t able to offer expedited shipping services.

Shipping information and policies only apply to the 48 contiguous United States. Unfortunately, at this time we do not ship to Canada, Hawaii, or Alaska, and we do not ship to other countries.

A signature will be required upon delivery of any order valued at $300 or higher. Any person in the household can sign for the delivery.

Order/Shipping Changes

We can not process changes once an order has been placed.  All changes of size, color, model, etc. will require canceling your order and placing a new order, and will be subject to a 10% restocking fee for in-stock items.  After placing an order, be sure to verify that the product(s) you’ve ordered is(are) correct.  Please contact us immediately in case of an erroneous order.

If your bike has already shipped and you have a FedEx tracking number, please contact FedEx or use the FedEx Delivery Manager tool to arrange any special requests or delivery instructions. BTR is unable to make any delivery changes and/or special arrangements, including address changes, AFTER your order has been placed.  If your order’s delivery address has an error, please contact us directly as soon as possible to correct it.

Items smaller than bikes may ship by DHL/USPS, and you will also be able to track your package.

Order Cancellation/Returns

Order Cancellation - Cancellation of orders for in-stock items are subject to a 10% restocking fee.  We can't guarantee your order cancellation request will reach the shipping warehouse in time to stop your shipment, so please notify us as early as possible of your cancellation request.  Make cancellation requests HERE and a support representative will calculate restocking fees on a per-item basis and provide confirmation if the order is eligible for cancellation. Refunds will be made to the method of payment used for the order.  Pre-order items are eligible for 100% refund up to the date the item arrives in stock for fulfillment.

Returns of Unused Equipment - Unused bikes, parts, and accessories may be returned within 14 days of your receipt of the products by contacting us HERE. To be eligible for a return, the item must be unused, free from dirt, dust, or any fragrances/odors, and in the same packaging and condition that you received it. The box must be sealed and unopened. Please ship your bike back in its original box. Subject to a 10% restocking fee. Original shipping charges are non-refundable. Customers are responsible for ALL shipping costs if they elect to exchange their bike. 

Open Box/Refurbished Bicycle Return Policy - Open Box bikes and refurbished bicycles are sold “as is” and are not eligible for return.

Non-returnable items include, but are not limited to:

  • Used, Undamaged Equipment
  • Apparel (clothing, hats, etc)
  • Battery Packs
  • Helmets
  • Special orders
  • Gift cards
  • Gifted orders
  • Items that display wear

For the purpose of warranty and returns, you are responsible for providing a new box at your expense if you have discarded the original box in which the product was shipped.  PLEASE RETAIN YOUR BIKE BOX even if it has been damaged in shipping.

ITEMS CANNOT BE RETURNED WITHOUT AUTHORIZATION FROM CUSTOMER SERVICE TEAM. If a return is received without an authorization code, the shipment is likely to be lost.  BTR accepts no responsibility for items returned to us without explicit authorization. 

Returns of Defective Equipment - Defective equipment is covered by our warranty policy.  Contact BTR Support to begin the warranty claims process.  Be sure to follow all Warranty Procedures and directions provided by a BTR Support Representative.