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Can I change or cancel my 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.

I have a question about my order, who can I call?

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).

Why do I have to select a retailer during the checkout process?

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!

How do I change/update my 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. 

What forms of payment do you accept?

Visa and MasterCard

Why was my order declined?

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

Can I use my Trek Card at trekbikes.com

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 1-800-662-6199.

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.

How do I track 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.

Can I have some items shipped to my home and to my store?

Yes. You will need to place a separate order for each method of delivery desired.

Can I ship to an address outside of the United States?

At this time, we only offer shipping to United States addresses.

Can I ship to an APO or Post Office Box?

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!

How do I know when my order is ready for pick up at my Trek retailer?

Your Trek retailer will contact you when your order is ready for pick up either through phone or email.

How long will the store hold my order?

14 business days. Please make arrangements with your Trek retailer if you are unable to pick up within 14 days.

What do I need to pick up my order?

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

Shipping & delivery estimates

Trekbikes.com offers three convenient delivery options:

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 within 4-7 business days. Refer to shipping table below for ground and expedited shipping charges.

Click and collect:
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 4-7 business days. This includes the time your retailer may need to build your bike. 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.

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

Click and 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 "click and retailer 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 click and retailer 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

Did you order a bike?

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.

Does my bike come with a kickstand or pedals?

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.

Return policy

Returns will be accepted within 30 days of purchase. To qualify for a full refund the item(s) must be in new, unused condition with original packaging. Proof of purchase is required. Credits will be applied to the credit card used in the original transaction. 

Returns procedures

Return to Store:
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. A credit will be applied to the original credit card used in the purchase. Return by Mail: Return shipping is free to registered account customers. 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. 

When will I see the credit on my statement?

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

Refund shipping charges

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.

Can I return an item under the Unconditional Bontrager Guarantee?

Yes. If for any reason you’re not satisfied with your Bontrager purchase, return the item, along with proof of purchase, to a Trek retailer 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. 

Can I return a bike that I purchased on trekbikes.com?

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

Can I exchange items for other sizes/colors?

Trekbikes.com offers refunds rather than exchanges. If you need another item in a different size or color or different product all together, please place a new order and follow the return procedure to receive a credit for your original purchase. Click here for full details on our Return Policy.

What is the benefit of creating an account on trekbikes.com?

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.

How do I create an 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.

How do I update my 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.

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