Trek Bicycle customer service and solutions

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 1-800-585-8735.

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.

Call Trek Customer Care

Get product and warranty guidance from Trek Headquarters in Waterloo, Wisconsin.
Monday through Friday 10am – 6pm (CST), closed on weekends.

1-800-585-8735

Chat online with a Trek expert

Get your questions answered in a live chat with Trek Customer Care.
Monday through Friday 8am – 6:30pm (CST), closed on weekends.

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 credit card for additional information.

Protect yourself from fraud

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

Learn more

Shipping & pickup

Trekbikes.com offers three convenient delivery options: 


FREE standard shipping on all new accessories orders of $49
Any accessories order over $49 qualify for free standard shipping. All accessories shipped to a retailer for pickup qualify for free standard shipping.

Ship to your address:
Available for accessories. If you choose standard or expedited ground shipping, your order will be delivered to the specified shipping address in your account. Refer to shipping table below for ground and expedited shipping charges and expected delivery date.

Available for Trek certified pre-owned bikes. All certified pre-owned bikes ship directly to you from Red Barn Refresh for $90.00 per bike, with tools and clear instructions on how to complete assembly at home.

Ship to store:
Available for both NEW bikes and accessories. Your order will be available for pick up within 3-5 business days. Allow extra time for new bike orders. There are no additional assembly charges for new bikes. 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. Expedited shipping is not available if you ship to a Trek retailer.

Shipping costs for bikes:
-To ship one standard bike, there is a flat rate of $50 for shipping
-To ship Fetch+ 4 bikes, there is a flat rate of $500 for shipping
-To ship Allant+, Fetch+ 2, Loft Go! and Ponto Go! bikes, there is a flat rate of $250 for shipping

Added costs for shipping bikes to Alaska or Hawaii:
-To ship one standard bike, there is a flat rate of $200 for Alaska and $225 for Hawaii
-To ship Fetch+ 4 bikes, there is a flat rate of $700 for shipping
-To ship Allant+, Fetch+ 2, Loft Go! and Ponto Go! bikes, there is a flat rate of $350 for shipping


When you pick up your order please provide the following:
1. A copy of your order or shipment confirmation
2. Credit card used in the transaction
3. Photo ID

 

Find a Trek retailer

 

Retailer home delivery*:
Available for new bikes only. Accessories can also be delivered via 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 home delivery fee of $50 plus shipping will be applied. 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. Credit card used in the transaction
3. Photo ID

Parts & accessories order shipping table

Standard delivery for accessories orders

 



Ground:
Under $49 $8.99 Delivers in 3-5 business days
$49 or more FREE


Expedited:
2-day $19.99 Delivers in 2 business days after day of placement*
Overnight $34.99 Delivers in 1 business day after day of placement*

*Shipping schedule applies to orders placed before 2pm CT.
Expedited shipping to Hawaii or Alaska may take an additional 1-2 business days.

All Trek certified pre-owned bikes ship directly to you from Red Barn Refresh for $90.00 per bike, with tools and clear instructions on how to complete assembly at home.

Trek ships Monday through Friday, except national holidays.

Ship to store delivers in 3-5 business days to retailer. Allow 4-7 days for pick-up if you ordered a bike.
Retailer home delivery delivers in 3-5 business days to retailer. Allow 4-7 days for home delivery.

Ship to store 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 credit 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 the United States. We do not ship to freight forwarding addresses.

APO & post office box shipping

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!

APO box shipping
Standard shipping restrictions apply.

Returns


Making a new product return:

Trekbikes.com Order Returns

We understand the importance of the right product and the right fit, and we want you to love your Trek and Bontrager gear. If you’re not in love with your Trekbikes.com purchase within the first 30 days, we will take it back without any additional charges or hassle. In-store purchases are subject to individual retailer restrictions.

To qualify for a return:
• The item(s) must have been purchased from Trekbikes.com.
• The return must be requested within 30 days of purchase.
• Proof of purchase must be provided upon request.
• Bike returns must be received in like new condition.

Return to a Trek Retailer
Accessory purchases made on Trekbikes.com can be returned at your local Trek retailer. New bicycle returns must be in like-new condition and returned to the local Trek retailer who assembled your bike. Bring your item(s) with proof of purchase (order confirmation email or packing slip) to your local Trek retailer. They will submit a form to us and we will initiate the refund to the form of payment used for the purchase. Once received and processed, refunds take 1-4 business days on average to process with a max time of 30 days depending on processing time with your bank.

Return By Mail
Return shipping is always free for accessories. All Trekbikes.com orders can be returned to any local trek retailer with no restocking fees or shipping costs, or mailed directly back to us. New bicycles purchased on Trekbikes.com must be returned in store at the retailer that assembled the bike. Once received and processed, refunds take 1-4 business days to process on average with a max time of 30 days depending on processing time with your bank.

Registered Account Checkout:
Customers that check out with registered accounts on Trekbikes.com can login, view order history, and print a prepaid shipping label for accessories. Include your packing slip, order confirmation email, or a handwritten note with the order number and reason for return.

Guest Checkout:
If you checked out without a registered account, you can return to any local Trek retailer. If you would like to return by mail call us at 800-585-8735 or send us a live chat on trekbikes.com for a free return label.

Trek Certified Pre-Owned Bike Return:
Trek Certified Pre-Owned Bikes must be returned by mail. Please call us 1-800-585-8735 and request a return shipping label with our customer care team. Re-package your bike back into its original box, and ship the bike back to Red Barn Refresh. Your refund will be processed once it is received and inspected by our Red Barn team. If you threw away your bike box, that's ok, we can still help. Labor fees do apply, but your local trek retailer can assist with packing a bicycle. Please call your local retailer to confirm if they offer that service in your area. If you still need additional help returning your product, please contact customer care.

Holiday Return Policy

Orders placed on Trekbikes.com between November 24th and January 1st are eligible to be returned through January 31st.

In-Store Purchase Returns

In-store purchases must be returned in store at the retailer where they were purchased. In-store purchases are subject to individual retailer restrictions.

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.

With a tb.com account, returns are easy. Return your parts/accessories to any local trek store or print a return label to ship back to Trek. To access your free shipping return label: Log into your tb.com account, view your order history, and print the return label. Make sure to include your packing slip and reason for return.

Return credit status

Returns will be credited to the original payment method used at the time of purchase. Return credits usually appear on your account within 10 days, but may take up to 30 days depending on your bank.

30-Day Unconditional Guarantee return

If for any reason you’re not satisfied with your Bontrager or Trek 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 Trek and 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 1-800-585-8735.

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.

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
Visa, MasterCard, and Amex 

Are gift cards available?
Trek gift cards are available at Trek retailers and can only be redeemed at that retailers' location. Trek gift cards cannot be redeemed at trekbikes.com.

Credit 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 credit card for additional information.

Split Payment
We are unable to accept multiple payment options on the same transaction. If you need to use more than one credit card and have multiple items, consider submitting separate orders for the individual items. Or visit a local Trek dealer where they may be able accept payments using multiple cards.

Warranty

We'll take care of you! Trek and Bontrager goods are covered by warranty policies and return programs that ensure you can buy with confidence and enjoy your purchase to the fullest.