Trek Bicycle customer service and solutions

Ordering a bike

You can order a bike on trekbikes.com and have it delivered right to your door. The bike will arrive mostly assembled and include tools and instructions for final assembly.

If you find a bike you love but would appreciate a hand with assembly or just prefer connecting with your local shop, you can order online and pick it up in-store (free of charge) or have it delivered to your home ($150 fee). In either scenario, the shop will build ‘er up and have it tuned and ready to ride. To give you the best possible experience, the retailer will need at least 24 hours to have your bike complete. You’ll be contacted once your bike is ready.

Some Trek and Electra 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.

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.

Shipping & in-store pickup

Trekbikes.com offers three convenient delivery options: In-store Pickup, Retailer home delivery and direct-to-home shipping.

In-store Pickup:
Available for both new bikes and accessories.

If it’s in stock at your selected retailer, it may be ready as early as today. You will receive confirmation from the selected retailer when the order is ready.

If it is not in stock at your selected retailer it will be shipped to your selected retailer. Once a shipped bike order arrives, please allow time for the retailer to assemble your bike. There are no charges for bike assembly. Your selected retailer will contact you when your order is ready for pickup!

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

Orders will be held for 14 business days after arrival. If you cannot collect your order within this time, please make arrangements with your selected retailer.

Find a Trek Retailer

Shipping costs:

For accessories:
FREE standard shipping on all accessory orders when picked up at a Trek retailer.

For bikes:
Standard shipping is available on all bike orders when picking up at a Trek retailer. Refer to shipping rates in the table below.

Continental US - Standard Shipping:

Standard bikes	$50
Allant+, Fetch+2, Loft, Loft Go! and Ponto Go! bikes	$250
Fetch+ 4	$500

Alaska - Standard Shipping:

Standard bikes	$200
Allant+, Fetch+2, Loft, Loft Go! and Ponto Go! bikes	$350
Fetch+ 4	$700

Hawaii - Standard Shipping:

Standard bikes	$225
Allant+, Fetch+2, Loft, Loft Go! and Ponto Go! bikes	$350
Fetch+ 4	$700

Trek ships Monday through Friday, except US national holidays.

Retailer home delivery:

Available for new bikes only. If your home address is within the delivery area of your selected retailer, you have the option for the retailer to deliver the fully assembled bike to your door. Home Delivery costs $150 plus shipping. See standard shipping cost table above.

Your bike will be shipped from Trek to your local retailer, where it’ll be assembled and tuned to perfection before its hand delivered to you. There are no additional assembly charges for bikes. Accessories can also be delivered via retailer home delivery if included as part of the same order.

You will be notified when your order arrives at your retailer and contacted to arrange a convenient delivery time. Bikes will be delivered in 4-7 days after being received at the store.

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

Direct to home shipping:

Available for bikes and accessories.

Bike purchases will arrive carefully boxed and partially assembled, with the required tools and step-by-step instructions for final assembly.

Shipping costs:

For accessories:
FREE standard shipping on all new accessories orders of $49 or higher. Expedited shipping is available on eligible items in the checkout.

Ground:

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

Expedited (not available for bikes):

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. Orders containing batteries require ground shipping and may take additional time.

For bikes:

Continental US:

Standard bikes	$50
Pre-owned bikes	$90
Allant+, Fetch+2, Loft, Loft Go! and Ponto Go! bikes	$250
Fetch+ 4	$500

Alaska:

Standard bikes	$200
Allant+, Fetch+2, Loft, Loft Go! and Ponto Go! bikes	$350
Fetch+ 4	$700

Hawaii:

Standard bikes	$225
Allant+, Fetch+2, Loft, Loft Go! and Ponto Go! bikes	$350
Fetch+ 4	$700

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. Bicycles, lights and hazardous materials are not able to be shipped to APOs.

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.

Returns

We understand the importance of getting the right product and the right fit. If you don’t love your trekbikes.com purchase, we’ll take it back within 30 days at no additional charge. In-store purchases are subject to individual retailer restrictions.

For more information, please visit our returns page.

Go to returns page

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 a 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, Discover, Amex, and Apple Pay (on Apple devices).

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.