Catalog models ship within 24-48h with standard ground delivery. Custom configurations leave the warehouse within 3-7 days with UPS standard ground delivery. In the high season, the delivery time may be longer – we invite you to contact us for updates and delivery times.
We also offer a Ready to Ride, door to door delivery of fully assembled bicycles. Check the link below for more details and availability.
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 on 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 the damage, so we can process the replacement. We will cover costs of the shipment arranged solely by us. You will receive an RMA and a return shipping label. Date of Delivery means the date your order was delivered to the address provided on your order form.
