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Customer service

We’re here for you
To speak to our customer service team, call 1-800-585-8735 Monday through Friday 8 am to 6 pm (CST). 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 (CST).

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.

To speak to our customer service team, call 1-800-585-8735 Monday through Friday 8 am to 6 pm (CST). 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 (CST).

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.

Returns 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 & pickup

Trekbikes.com offers three convenient delivery options:

Ship to your address:
FREE standard shipping on all orders of $49
Any order over $49 and all bikes qualify for free standard shipping. All orders shipped to a retailer for pickup qualify for free standard shipping.

Available for accessories only. 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.

Ship to store:
Available for both bikes and accessories. Trek offers free standard ground delivery to your local preferred Trek retailer. Your order will be available for pick up within 1-4 business days. Allow extra time for bike orders. There are no additional assembly charges for 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. Due to the added costs for shipping bikes to Alaska or Hawaii, there is a flat rate of $135.00 for shipping 1 or more bikes.

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

Retailer home delivery*:
Available for 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 delivery fee of $50 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. Due to the added costs for shipping bikes to Alaska or Hawaii, there is a flat rate of $135.00 for shipping 1 or more bikes.

*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

Shipping Table

Standard delivery

 



Ground:
Under $49 $8.99 Delivers in 1-4 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. Due to the added costs for shipping bikes to Alaska or Hawaii, there is a flat rate of $135.00 for shipping 1 or more bikes.

Trek ships Monday through Friday, except national holidays.

Ship to store delivers in 1-4 business days to retailer. Allow 4-7 days for pick-up if you ordered a bike.
Retailer home delivery delivers in 1-4 business days to retailer. Allow 4-7 days for home delivery.

Tracking My Order

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

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 or 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:
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 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.

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
Visa and MasterCard

Trek Credit Card
The Trek Card cannot be used at the online store. It is an in-store financing option available at participating Trek retailers. For inquiries about your Trek Card please call 1-866-662-6199 or click here.

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.