Problem with an order?
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Trouble
Placing an Order
Your business
is important to us. If you are receiving an error message or having
other difficulties completing an order at BikeBandit.com, please read
through the suggestions below.
Unsure if your
order went through? Sometimes an order will be successfully submitted
even if there appears to be an error on the last step of the checkout
process. Before attempting to place the order again, please click
on "View Order History" in the Manage Your Account Box to
see if the order was successfully placed.
Can't add items
to Shopping Cart.
You have to be logged in to BikeBandit.com in order to add items to
your shopping cart. If you are having trouble logging in because of
an invalid password, click on "I forgot my password" directly
under the login boxes and we'll confirm your password by email instantly.
If you are logged in, be sure that you have selected the quantity
and size / color options of the item you would like to purchase before
clicking "Add to Cart".
Error message
on Credit Card Information page. Make sure that you have selected
the correct credit card type and expiration date from the dropdown
boxes. Verify that the credit card number was entered correctly, without
any spaces or dashes. If you are using a new (or recently reissued)
credit card, please be sure that you have activated the new card before
entering it into the order form.
Errors with
Shipping and Billing Address information. Please be sure to enter
your complete shipping and billing address information as it appears
on your credit card statement. To verify your ZIP code, visit http://www.usps.com/zip4/
Page keeps
looping back or is not updating. If you are being looped back
to the same page in the shopping or checkout process, or if the page
is not updating when you make changes, your Web browser may be caching,
or storing, an old copy of the page. You can force your browser to
update the page by holding down the Shift key on your keyboard and
simultaneously clicking the Reload or Refresh button on your browser.
System Error.
These errors usually occur for only a short time. Please return to
our Web site and try again later.
Other troubleshooting
tips: If your problem is not listed above, it's possible that
one of these suggestions may help:
Refresh the
page. If a page loads only halfway or takes a very long time
to load, clicking the "Stop" button at the top of your
browser and then clicking "Reload" or "Refresh"
often solves the problem.
Clear your
cache. Most Web browsers temporarily store a local copy of every
page you visit. Clearing your cache deletes those files and makes
room for new ones. Go to the "Cache" or "Temporary
Internet Files" option on your browser (on Netscape, go to
"Options" and choose "Network Preferences";
if you use Internet Explorer, go to "Tools" and choose
"Internet Options"), and delete the files stored in your
cache.
If none of these
suggestions solves your problem, please contact the BikeBadit.com
Customer Service Team by clicking on the Live Support button or service
email links at the bottom of the page - we'll be happy to help you.
When sending us an email concerning difficulty placing an order, please
include as much information as possible, including:
What point in
the ordering process is causing you trouble?
If you are receiving an error message, what does it say?
What items are you trying to order?
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Need to Cancel
an Order
If you need to
cancel an order (or a part of an order), contact us through the Live
Support link at the bottom of the page or send an email to cancel@bikebandit.com.
Please be sure to provide us with the order ID! BikeBandit.com works
extremely hard to fill orders in the shortest amount of time possible.
Orders for OEM parts may be cancelled with no restocking fee within
one hour of being placed. After one hour, cancelled orders for OEM
parts are subject to restocking fees of 20% of the merchandise value.
Orders for all other parts may be cancelled with no restocking fee
provided the order hasn't already entered the shipping process!
Why does BikeBandit.com
charge restocking fees on cancelled OEM parts orders? We return all
cancelled OEM parts to the manufacturer and in doing so face two charges:
the cost to return the item to the manufacturer and a restocking fee
charged to us by the manufacturer. BikeBandit.com will cover this
return shipping expense but we pass on a portion of the restocking
fee charged to us by the manufacturer.
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Combining Orders / Adding Items to Your
Shopping Cart
Unfortunately
orders cannot be combined nor can items be added to an existing order.
The BikeBandit.com system automatically routes orders to our suppliers
based on their previous performance. This means that two orders from
the same customer placed seconds apart may actually be routed to and
filled by two different suppliers. We cannot add parts into an existing
order because BikeBandit.com does not store credit card data online
for security purposes.
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I
Received My Order and Something is Missing
Be sure
to thorougly check all packing materials for small parts! Also, please
check the Order Information Sheet included with your order to verify
that all items have shipped. The Order Information Sheet will indicate
(as of the time the package was shipped) if an item has not shipped
because, for example, it is on backorder from the manufacturer or
has been discontinued. For real-time status updates, please login
to your BikeBandit.com account click "View Order History"
from directly under your name on the left side of the screen. You
will be able to see every order you have placed with BikeBandit.com
along with the up-to-the-minute status of each item ordered. There
are six different status designations for each item you've ordered:
- Pending –
the item has been ordered from the manufacturer or supplier and
we are awaiting confirmation that it is available.
- On Order –
the item is in transit from the manufacturer or supplier.
- Shipped –
BikeBandit.com has already shipped the item to you!
- Cross-Shipped
– the item is not available from the manufacturer or supplier’s
main US warehouse but is in transit from an alternate warehouse.
This will usually add 1-4 business days to our normal order fulfillment
time. BikeBandit.com will wait for cross-shipped items before shipping
your order.
- Backorder –
the item is currently out of stock in all of the manufacturers’
US warehouses but is still in production and is therefor not considered
to be discontinued. BikeBandit.com will ship all non-backordered
parts as soon as possible and will ship the backordered item - when
it arrives from the manufacturer - by ground service at no additional
charge. If the backordered item does not arrive within 25 days,
it will be cancelled from your order.
- Not Available
– the item is no longer in production and has been discontinued
by the manufacturer. BikeBandit.com isn't able to acquire discontinued
parts!
BikeBandit.com
will sometimes ship orders in more than one package to ensure the
fastest possible fulfillment (note that you will only be charged for
shipping once!).
The View Order History Page will show all tracking information for
each order, and will indicate when an order has been shipped in multiple
packages by displaying the FedEx or USPS tracking numbers corresponding
to each item shipped.
If an item has
been marked shipped and was not included with the package you expected
it in, please contact us by clicking on the BikeBandit.com Customer
Service links at the bottom of the page and we will be happy to resolve
the problem.
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Incorrect Items Ordered or Received
Didn't receive
exactly what you expected? Don't worry - the BikeBandit.com Customer
Service Team is here to help! Keep in mind that manufacturers sometimes
supercede a part with a compatible item that has a different part
number - this is fairly common when ordering OEM parts for older machines.
Sometimes parts
are mislabeled by the manufacturer, or an error is made by BikeBandit.com
or one of our suppliers in filling your order. In such cases, we will
at your option either issue a complete refund to your credit card
or reship your order at no expense to you. We will also send you a
shipping label to return the incorrect item. Please contact us through
Live Support or the BikeBandit.com Customer Service Email link at
the bottom of this page.
If you received
something you no longer need or ordered in error, please see our Return
Policy. Many items can be returned to BikeBandit.com with no restocking
fees.
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Customer
Service Contacts
We
do our best to answer all the frequently asked questions in the topics
outlined above. If your question hasn't been completely addressed,
use the links below to contact our customer service department.
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Chat With Us!
Email Support (answered within 1 business day):
