Policies and Shipping

PERFECT ORDER 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 & Exchanges" below for more detailed information.

SHIPPING POLICIES (Continental U.S.)

Shipping is offered for merchandise delivery to the Continental U.S..  Orders usually ship within 1-3 business days after being placed, but please allow up to 7-10 business days for bikes and products in warehouse.  Please note that some items (ie: tires, wheels, helmets, shoes, trainers, car racks, etc) may be subject to additional shipping and handling charges because of size or weight. Sorry, but we are not authorized to ship bikes, but we offer delivery services up to 100 mile radius from our stores.


Curbside or In-Store Pickup*
Standard Ground
Local Delivery* (up to 100 mi from shops)
Orders up to $49.99
FREE
$9.99
$35 (up to 10 mi from shops), $50 (11-50 mi), or $100 (51-100 mi)
Orders $50+
FREE
FREE
$35 (up to 10 mi from shops), $50 (11-50 mi), or $100 (51-100 mi)
Orders $250+
FREE
FREE
FREE (up to 10 mi from shops), $50 (11-50 mi), or $100 (51-100 mi)
Oversize Orders
Varies
Varies
FREE for orders $250+ (up to 10 mi from shops), otherwise, $35. $50 (11-50 mi), or $100 (51-100 mi)

* CURBSIDE OR IN-STORE PICKUP

Contactless curbside pickup or in-store pickup is available for orders submitted online or over the phone.  Please allow up to 7-10 days for your order to be complete. When your entire order is fulfilled, we will contact you to by phone or email to let you know that your order is ready for pickup.  If you prefer curbside pickup, call the store when you arrive and you order will be brought out to you.  For in-store pickup, please wait outside until a associate welcomes you in.  Customers are required to wear masks and maintain 6 ft. social distance at all times in the store.

Please be prepared to provide a photo ID and credit card used for your order as it may be required.

Unless special arrangements are made in advance, orders requesting in-store or curbside pickup need to be picked up within 10 days of fulfillment or a 10% restocking fee will be charged.

* LOCAL DELIVERY

Local delivery (within a reasonable distance from our stores) is available.  You will receive a call, text or email when your entire order is ready to be delivered.  It may take up to 7-10 for your order to be ready.  We offer free local delivery if the order is $250+ and 10 miles or less from the stores.  If the order is less than $250, the delivery charge is $35 (within 10 mi radius from stores), $50 (11-50 mi radius), or $100 (51-100 mi radius). We are authorized to deliver up to a 100 mile radius from our stores. Please contact us if you have questions.  

BACKORDERS

Occasionally, some items are unexpectedly out of stock or unavailable and may be backordered. If this should occur, we will only bill your credit card for merchandise that is actually shipped.  The total shipping charge for orders split into multiple shipments will not exceed the amount quoted on original order.

INFORMATION SECURITY

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. For more information about your personal security on this website click here.

RETURNS & EXCHANGES

If you are not 100% satisfied with something you purchased from our stores or from our website (TrekStoreCincinnati.com), you can either bring it to a store near you or ship it back for a refund or exchange.

Products that are not damaged or altered in any form and in its original packaging are eligible for a return within 30 days of purchase or delivery.  Returned merchandise must include all hang tags, original packaging, and receipt.  Merchandise that appears used is not refundable with the exception of Bontrager's 30 Day Satisfaction Guarantee.

For Bikes: We offer a 30 day test ride guarantee. If you aren’t completely satisfied, bring your bike back in new condition within 30 days and exchange it for a different model or brand of equal or greater value* that better suits your cycling needs. * We offer full money back within 7 days and an in-store credit within 30 days towards the purchase of a new bike or other apparel, accessories or parts. Damaged bikes are subject to fees.

Online Returns or Exchanges:

Email us to initiate an online return or exchange by mail.  Please include the order number, your name, contact information and the reason for the request.  Returns over $100 must have a return authorization number clearly marked on the outside of the package or the item will be refused.

Please ship returns/exchanges via Ground UPS or insured USPS (we do not accept CODs).  We will refund shipping costs on damaged or incorrect merchandise, otherwise the additional cost of shipping returns/exchanges is at the expense of the purchaser.

Online Refunds:

After we receive and complete an inspection of the product/s, the Trek Bicycle Stores of Cincinnati will complete the refund transaction within 1-2 business days and you will receive a confirmation email showing the refund amount. We will refund total minus our initial shipping cost even if free shipping option is used.  (Labor fees are not refundable, i.e., custom built wheels).   Merchandise returned that appears used is not refundable.  Please note it may take up to 10 business days for the refund to appear on your statement depending on the financial institution.

PRICES AND INFORMATION

This website is intended to help you. We make every effort to maintain current, accurate prices in our online catalog. And we strive for similar accuracy and timeliness with the other information we offer here. We appreciate your understanding should any of the prices or other information provided be incorrect and regret any inconvenience such mistakes may create. Please bring any errors you may find to our attention by calling us or sending us an e-mail.