Jenson USA offers a simple 365 Day Returns policy. You can return any new, unused item within 365 days from the time of purchase for a refund of the original purchase price (minus shipping charges). Returned items must be in the original box and/or packaging with all tags included.
Please note the following exceptions:
- New, unused items purchased with Affirm financing must be returned within 90 days from the time of purchase.
- Nutritional/food products
- Custom-assembled products (a complete bike built of components you selected, a wheelbuild, etc.)
- Used or damaged merchandise, unless the item failed due to a manufacturer defect. Jenson USA will facilitate all warranties provided by the individual manufacturers by making a claim on your behalf. Learn more about our Defects & Warranty Policy online or contact our Warranty Department: firstname.lastname@example.org
Questions? Contact a Gear Advisor at (888) 880-3811 or info@JensonUSA.com for help processing a return.
Hours: Mon-Fri: 7:30am - 7pm, Sat-Sun: 9am - 4pm (PST)
Download and print a form to include with your return - you do not need an RMA number or permission to return items to Jenson USA.
- You are responsible for return shipping charges. Jenson USA is not responsible for items lost or damaged in shipping (please use a carrier that provides tracking and/or delivery confirmation).
- If you’d like additional items as replacements, please make an online or telephone order for them at your convenience.
- If you paid by Credit Card, credit will be applied to the card used to place the original order. Please allow one billing cycle to see the refund on your statement or online banking.
- If you paid by check or money order, please allow 2 weeks after the return is processed to receive a refund check in the mail.
- If you paid by PayPal, Jenson USA will issue a refund to your PayPal account. Please allow 7-10 business days.
All items that are shipped out from Jenson USA are in new and unused condition. If a package is delivered to you in damaged condition, you have the option of refusing delivery of a package with obvious damage. If you do receive a damaged package, please call Jenson USA Customer Service immediately at (888) 880-3811. We will contact the Delivery Company and file a damage claim. Jenson USA will arrange for the Delivery Company to pick up the damaged package. Do not take the item for a ride. Do save all boxes and packing material for inspection by the freight carrier. Once a damage claim is made and accepted with the carrier, a claim number is generated. At that time Jenson USA will work on re-processing the order for the lost or damaged items.
Please call us when you need assistance in resolving a damage claim. We want this to be as painless as possible. These situations do happen and we are experienced in resolving damage claims.
Please call us immediately regarding any mistakes on your order. We need to hear about problems within seven days of order receipt. It also helps us to maintain accurate inventory for all our customers.
You gave us a correct part number and we made a mistake:
- If an item is missing, make sure and finish checking your order before calling. Inspect packing materials carefully for smaller items. It is easy for small items to get wrapped up in the packing material.
- Let us know which item(s) you received incorrectly or were missing. We will go over the situation with you.
- We will find the simplest, fastest way to resolve our mistake. We will reimburse return ground freight on any mis-shipped items the fault of Jenson USA. We want this to be corrected as simply as possible.
You placed your order, or gave us on the phone, an incorrect part number(s), or perhaps you just decided it wasn’t what you wanted:
- Please be aware that we cannot be responsible for returned parts until there is a Jenson USA confirmation signature with the carrier.
- Parts must be in original packaging. No returns on parts that have been installed. Please do not use display boxes as shipping cartons.
- We will issue credit for the item(s) being returned. We do not refund the original shipping charges.
- You are responsible for paying return freight on returns that are not the fault of Jenson USA.