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Customer service & solutions

We’re here for you

To speak to our customer service team, call 01908 360140 Monday through Friday 8 am to 5 pm. You can also reach us through live chat Monday through Friday 8 am to 8 pm and Saturday and Sunday 10am to 4pm (GMT).

Between Christmas and New Year please allow for longer delivery times. December 14th is the last ordering day for guaranteed delivery before Christmas.

Christmas Eve – Live Chat and Phone – 8am to 3pm GMT
Christmas Day/Boxing Day/27th/28th – Closed
29/30/31 December – Live Chat and Phone 8am to 3pm GMT
New Years Day – Closed
2nd January – back to Normal hours (live Chat 10-4)

Ordering a bike

We have made our inventory available to all Trek retailers so that you find the right bike for you when you want it. In order to give you the best possible riding experience, your retailer will need at least 24 hours to build and fine-tune your new bike before it is ready for collection or delivery. There are no additional assembly charges for bikes. You will be contacted once it is ready for pick-up or delivery.

Some Trek bikes come with a kickstand and/or pedals as standard equipment and some do not. To confirm, please contact your local Trek retailer or our Customer Service team at 01908 360140 Monday through Friday 8am to 5pm.

Order status

To check the status of your order, please log into My Account for order and shipping information. You can also track your order through the tracking link in your shipping confirmation email. Don’t have an account? Create one today and receive free returns, a detailed order history, and stay up-to-date on the latest and greatest Trek news and information.

To speak to our customer service team, call 01908 360140 Monday through Friday 8 am to 5 pm. You can also reach us through live chat Monday through Friday 8 am to 8 pm and Saturday and Sunday 10 am to 4 pm.

Change or cancel order

Once you submit an order, it begins processing immediately and cannot be changed or cancelled. If you have changed your mind or would like to return your item, please follow our easy return process.

Retailer of choice

A website can't fix a flat, tune your derailleur, pour you a cup of coffee, or answer any and all cycling-related questions you may have. Locally-owned Trek retailers are the heart and soul of cycling and are a fantastic resource and cycling advocate within your community. Plus, if you ship your order to one for pick-up, we'll pay to ship it!

Updating retailer of choice

You can update your retailer of choice anytime by logging into "My Account" and select "Update Preferred Retailer". To confirm your current retailer preference, select "Profile". Please be aware that you cannot change your retailer of choice once you have placed your order. 

Order declined

If your order has been declined, please check with the financial institution that issued the card for additional information.

Protect yourself from fraud

Trek and Bontrager products are only available through Trek and its authorised network of retailers. Use this guide to make sure that you're buying our products from a reliable source.

Learn more

Shipping & pickup

We are currently experiencing a high volume of orders on trekbikes.com. Standard shipping, click & collect and home delivery orders may take longer than usual to be delivered. We are working hard to get your order to you as quickly as possible while continuing to ensure the safety of our colleagues, retailers and customers through social-distancing measures put in place by us and our delivery provider.

Please allow
4-8 days for standard shipping on accessories&
2-5 days for click and collect on accessories
5-9 days for click & collect and retailer home delivery bike orders

For click & collect and retailer home delivery orders, once your order arrives at your retailer they will contact you to arrange collection/delivery.

Trekbikes.com offers three convenient delivery options:

Ship to your address
Available for accessories only.If you choose standard or express shipping, your order will be delivered to the specified shipping address in your account within 3 - 5 business days(1 - 2 days express).Refer to the shipping table below for standard and express shipping charges.

Click and collect:
Available for both bikes and accessories.Trek offers free standard delivery to your local preferred Trek retailer.Your order will be available for pick up within 1 - 2 business days.Bike orders will be available for pick up within 2 - 6 business days. Allow extra time for bike orders. There are no additional assembly charges for bikes.You will be contacted by the retailer confirming when your goods will be available for collection.

Orders will be held for 14 business days after arrival.If you are unable to collect your order within this timeframe, please make arrangements with your selected retailer.
When you pick up your order please provide the following:
1. A copy of your order or shipment confirmation
2. Card used in the transaction
3. Photo ID

Retailer home delivery:
Available for bikes only. Accessories can also be delivered via click and retailer home delivery if included as part of the same order. Select retailers can deliver your bike and accessories directly to your front door! At checkout, select "home delivery" to have your Trek retailer build your bike and deliver it to your home. An additional delivery fee of £35 will apply. All bikes ship to Trek retailers first for assembly. There are no additional assembly charges for bikes. With home delivery, you will be notified when your order arrives at your retailer and contacted to arrange a convenient delivery time.
Note: not all Trek retailers offer this service.

Upon delivery, please provide the following:
1. A copy of your order or shipment confirmation
2. Card used in the transaction
3. Photo ID

Shipping Table

We are currently experiencing a high volume of orders on trekbikes.com. Standard shipping, click & collect and home delivery orders may take longer than usual to be delivered. We are working hard to get your order to you as quickly as possible while continuing to ensure the safety of our colleagues, retailers and customers through social-distancing measures put in place by us and our delivery provider.

Please allow
4-8 days for standard shipping on accessories&
2-5 days for click and collect on accessories
5-9 days for click & collect and retailer home delivery bike orders

For click & collect and retailer home delivery orders, once your order arrives at your retailer they will contact you to arrange collection/delivery.

Delivery Method Orders under £40 Orders over £40 Expected Delivery Time
Standard Delivery £2.00 FREE 3-5 business days
Click & Collect FREE FREE Please allow 1-2 business days for accessories pick-up in store
Please allow 2-6 business days for bike pick-up in store.
You will be contacted by the retailer for collection date.
Click and Retailer Home Delivery N/A £35.00 Please allow 2-6 business days for home delivery.
You will be contacted by the retailer confirming the delivery date.

*Shipping schedule applies to orders placed before 16.00.

Trek ships Monday through Friday, deliveries will take longer if it’s a UK Bank Holiday period.

Delivery times to the Scottish Highlands & Islands may be extended depending exactly on where you live.
We only offer shipping to the UK mainland and Northern Ireland. We do not ship to the Channel Islands or The Isle of Man.

Merchandise that arrives damaged or defective will be either refunded immediately or a replacement sent depending on the wishes of the customer.

Tracking My Order

You will receive a shipping confirmation email with a tracking link after placing your order. Registered account users can log into their account for delivery status.

Click and collect order pickup

Ready for pickup
Your Trek retailer will contact you when your order is ready for pick up either through phone or email.
Your order wlll be held for 14 business days. Please make arrangements with your Trek retailer if you are unable to pick up within 14 days.

Picking up your order
Please bring a copy of your receipt, the card used in the transaction, and a photo ID.

Bike order
Bikes are intricate machines. In order to give you the best possible riding experience, your retailer will need at least 24 hours to build and fine-tune your new bike before it is ready for collection or delivery.

Ship to your address and order pickup

Each order can only use one shipping method. If you want an order to ship to your home and your local retailer you will need to place a separate order for each method of delivery desired.

International shipping

At this time, we only offer shipping to addresses within Great Britain. We do not ship to freight forwarding addresses. Find a Trek retailer in your area: International Trek retailer locator.

APO & post office box shipping

At this time, we can only ship to residential or business addresses. If you have a PO Box, consider shipping your order to a retailer for free!

Returns & exchanges

We understand the importance of the right product and the right fit, and we want you to love your Trek bike and Bontrager gear. To make a return, please follow these guidelines:

To qualify for a return:
The item(s) must have been purchased from Trekbikes.com.
Returns will be accepted within 30 days of purchase.
The item(s) must be in new, unused condition with original packaging.
Proof of purchase required.
A refund will be applied to the original card used in the transaction.

Return to Trek retailer:
Bring your order, with proof of purchase, to your local Trek retailer. Bike returns must be returned to the local Trek retailer who assembled your bike.

Return by mail:
Return shipping is free to customers with registered accounts. Log in to your account to print a prepaid shipping label. If you do not have an account, mail your return with the original packing slip to the Trek address printed on your packing slip. We suggest return by a carrier that can track delivery, such as UPS, FedEx, or Registered USPS mail. You are responsible for all return shipping charges if you checked out as a guest at trekbikes.com.

You will see a credit on your credit card account within 30 days. However, most of our customers will see it within 4-10 business days.

Bike/frameset returns:
Bikes & framesets can be returned within 30 days if in new and unused condition. When you pick up your order or have it delivered, your Trek retailer will review the purchase with you and make sure it meets your expectations. Questions regarding your purchase should be directed to the Trek retailer of delivery. Trek warehouses will not accept returned bikes or framesets.

Exchanges:
Trekbikes.com offers refunds rather than exchanges. If you need another item in a different size or color, or different product altogether, please place a new order and follow the return procedure to receive a credit for your original purchase.

Return credit status

Upon confirmation of your return, you should see the credit within 30 days. However, most customers see it in 4-10 business days.

Unconditional Bontrager Guarantee return

If for any reason you're not satisfied with a Bontrager aftermarket purchase, return the item, along with the original sales receipt to the original place of purchase within 30 days for an exchange or refund. Think of it as a 30-day test ride.

This guarantee includes Bontrager aftermarket components, apparel, and accessories. Bontrager OE (original equipment) componentry sold as part of a bicycle is excluded. Used items must be cleaned for a return. If you send merchandise that is not cleaned or laundered, we will return it to you at your expense. 

Shipping charge refund

If there was an error on your order such as wrong item shipped or damage during shipping, Trek will credit your original shipping charges (if applicable). Call us at 01908 360140.

Shipping charges will be refunded if Trek: 1) ships the incorrect merchandise; 2) the merchandise was shipped damaged or defective; 3) the merchandise was damaged in shipping.

Your account

Benefits of creating an account
By registering, you've joined millions across the globe who are committed to making the world a better place through cycling. With your account, you'll receive free returns, a detailed order history, and faster checkout with saved billing and shipping information. You'll also be among the first to receive exclusive content and members-only deals.

Create your account

Creating an account at trekbikes.com is easy. Click on Login/Register anytime. You can also create an account when you place an order.

Updating your account

You can change your account information by selecting Login/Register. Enter your email address and password to view your account information. You can update your email address, name, password, billing/shipping information, and your preferred Trek retailer.

Payment

Forms of payment accepted
MasterCard, Visa, Visa Debit and Maestro.

Card return status
Upon confirmation of your return, you should see the credit within 30 days. However, most customers see it in 4-10 business days.

Order declined
If your order has been declined, please check with the financial institution that issued the card for additional information.

Warranty

Warrantied for Life
Each Trek & Electra carries a simple promise: We’ll take care of you and do what’s right. A lot has changed since the first frame came off the line, but not the pride we take in our work. That’s why we build products to last a lifetime and stand behind them with the industry’s best warranty and loyalty programme.
Learn more about Trek Care Limited Warranty for Trek & Electra bicycles here.

Unconditional Bontrager Guarantee
If for any reason you’re not satisfied with a Bontrager aftermarket purchase, we’ll exchange it. It’s that simple. Return the item, along with proof of purchase, to a Trek retailer or trekbikes.com within 30 days for an exchange or refund. This guarantee includes Bontrager aftermarket components, apparel, and accessories. Bontrager OE (original equipment) componentry sold as part of a bicycle is excluded. Used items must be cleaned for a return. If you send merchandise that is not cleaned or laundered, we will return it to you at your expense.

Crash Replacement
If your Bontrager or Electra helmet is impacted within the first year of ownership, we’ll replace it at no charge. Send the helmet, postage pre-paid, with a copy of your receipt and description of the accident. We will send you a new helmet upon receipt of your crashed helmet.

Bontrager Limited Warranty
Trek Bicycle Corporation warrants new Bontrager® and Trek® branded components, parts and accessories against defects in workmanship and materials, as specified below:

2 years: Brakes, baskets, computers, fenders, handlebars, locks, pumps, rear racks, repair stands, rigid forks, saddles, seat posts, stems, tools, water bottle cages and wheels

1 year: Apparel, bags, bar tape, gloves, grips, helmets, lights (excluding bulbs and batteries), rims, shoes, tires and tubes

This warranty is effective as of August 1, 2010 and covers only Bontrager® and Trek® branded products. Any products not specifically included above are hereby omitted.

This warranty does not cover:
Normal wear and tear
Improper installation or assembly
Improper follow-up maintenance
Damage or failure due to accident, misuse, abuse, or neglect
Labour charges for part replacement or changeover

This warranty is void in its entirety by any modification of the warranted product. This warranty is expressly limited to the repair or replacement of a defective item, and said repair or replacement is the sole remedy of the warranty. This warranty extends from the date of purchase, applies only to the original owner, and is not transferable. This warranty applies only to products purchased through an authorized dealer or distributor. Trek Bicycle Corporation is not responsible for incidental or consequential damages. Some states do not allow the exclusion of incidental or consequential damages, so the above exclusion may not apply to you. Any claim under this warranty must be made through an authorized dealer or distributor. Proof of purchase is required. Claims made outside the country of purchase may be subject to fees and additional restrictions. Warranty duration and detail may differ by product and/or by country. This warranty gives you specific legal rights, and those rights may vary from place to place. This warranty does not affect your statutory rights.

Limited warranty
Many of the items that are sold on trekbikes.com come with a manufacturer's warranty. For warranty questions on items not manufactured by Trek, Bontrager, or Garmin, contact the manufacturer directly.

Need help? Contact customer support

We’re here for you

To speak to our customer service team, call 01908 360140 Monday through Friday 8 am to 5 pm. You can also reach us through live chat Monday through Friday 8 am to 8 pm and Saturday and Sunday 10am to 4pm (GMT).

Between Christmas and New Year please allow for longer delivery times. December 14th is the last ordering day for guaranteed delivery before Christmas.

Christmas Eve – Live Chat and Phone – 8am to 3pm GMT
Christmas Day/Boxing Day/27th/28th – Closed
29/30/31 December – Live Chat and Phone 8am to 3pm GMT
New Years Day – Closed
2nd January – back to Normal hours (live Chat 10-4)

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