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Delivery and return information

DELIVERY AND RETURN INFORMATION

Shipments are sent everyday. If your order will be placed before noon and chosen bike is available in our warehouse it can be delivered to you in the next working day. In case when the bike is ordered outside of the model catalog for a particular season we will give you the estimated term when it will be prepared and send.

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We strive to ensure that the delivery time is not longer than 5-7 business days, plus 3-7 (depends on delivery address) business days for shipping. In the high season, the delivery time may be longer, we invite you to contact us then we will be able to specify the ETA.

The cost of shipping is 50 USD per bicycle.

RETURN AND EXCHANGE POLICY

NO EXCHANGES OR RETURNS OF CUSTOMIZED BICYCLES

There are no exchanges or returns of customized bicycles except under the limited circumstances of damaged or defective merchandise (see below) or the cancellation of an order (see below).

Each of these circumstances has specific conditions and timelines that will be strictly enforced.

In order to provide our customers with unique bicycles, we build and ship all of our bicycles customized. Because we are a custom bike company, we are not able to accommodate returns or exchanges for customized and completed bicycles except in the limited circumstances described below.

OTHER MERCHANDISE (NOT CUSTOMIZED BICYCLES)

For other merchandise (not customized bicycles), customers may return purchases within 14 days of the Date of Delivery provided that they have obtained a Return Merchandise Authorization (RMA). Please contact us at  service@vivelo.com to obtain your RMA. To be eligible for a return, your item(s) must be in a new and unused condition and in the original packaging with the tags attached. Service and shipping fees are not refundable, so you are responsible for all return shipping and packing charges. If 14 days have passed from the date of Delivery, there is no refund or exchange. Returns are processed upon receipt of the product and credit card refunds can take up to two billing cycles to show up on your statement. Date of Delivery means the date your order was delivered to the address provided in your order form.

SALE ITEMS MAY NOT BE REFUNDED

Only regular priced items may be refunded. Sale items are not eligible for return. We do not offer retroactive price adjustments.

DEFECTIVE OR DAMAGED MERCHANDISE

We will replace defective or damaged merchandise (including customized bicycles) if you contact us within 14 days of your Date of Delivery. Send us an email at service@vivelo.com  and attach photos showing damage, so we can process the replacement. We will cover costs of the shipment arranged solely by us. You will receive a RMA and a return shipping label. Date of Delivery means the date your order was delivered to the address provided in your order form.

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