Help Desk and FAQs

Authorizations and charges process:

Credit/Debit Cards

• At the time of purchase, an initial authorization for the full amount is processed when the order is placed. 
• This authorization falls off and is replaced by a finalized shipped total amount when the order is fulfilled.
• If there is a back-ordered/pre-ordered item(s) present on your order, a second authorization occurs for the remaining open value of the order that will fall off within 3-5 business days and is not actually charged to your account until the backorder is fulfilled.

International orders:

• If you are using an international bank, outside of the U.S., this may take up to one billing cycle to be reflected via your online banking account or banking statement.

Discount not applied at checkout:

• Promo codes are limited-time offers that are valid on one full-price item from a participating brand.
• If you have a qualifying item in your cart, a discount will show in your cart under the price column. 
• If no discount shows, there are no qualifying items in your cart. 

Exclusions and details: 

• Some brands do not participate in the promo or discount program.
• 'Jenson USA Exclusive Builds' bikes are not eligible.
• Promo codes cannot be combined with any other special offer or discount, including but not limited to gift cards, other promotional codes, price matches, and some money card offers.
• Still need help? Contact us and one of our Gear Advisors can assist you.

We accept the following forms of payment:

• Credit/Debit cards: 

• Gift Cards: From the providers listed above.

• Affirm Financing: Available for bikes, wheels, and suspension orders over $500.

• PayPal

• JensonPay

• Cash

• Bank wires

• Checks of any kind

If we lower our published price (the price shown on our website) of an item within 30-days of your purchase, you may be eligible to receive a refund of the difference via a Jenson USA gift card. 

Terms & Conditions:

• The 30-Day Protection Policy is subject to change at any time.
• Excludes coupons, rebates, promotional offers, or product-combo deals on your order(s).  
• The item must be the same make and model (i.e., the same size, color, year, etc.)

• We strive to get you the gear you want at a competitive price. If you find an item we offer from a competitor at a lower price, let us know. We will do our best to match their price. 
• Price match requests on most items can be processed instantly using our Instant Price Match feature. There's no need to wait for a follow-up email or call us. 

How do I request a Price Match?

1. Click on the  'Found a Lower Price? Request a Price Match' link found on each product page.

2. Complete the form that comes up and then click the SUBMIT button when done.

Terms & Conditions:

• To qualify for the Price Match, your purchase must meet the following conditions:

• Price Matches may only be honored on an identical item(s). The product must be the same make and model (i.e., the same size, color, year, etc.).     

• The identical items must be in stock and ready for immediate delivery from the competing dealer.     

• Price Matching voids any currently advertised Jenson USA promotions or special offers (i.e., free shipping, free headset). If the competitor offers free shipping on the specific item, Jenson USA will still match the price and free shipping offer.     

• The product must be brand new. We do not Price Match refurbished or used items.   

• Our Price Match Policy is valid only for qualified Internet retailers.     

• The competing dealer must be an authorized US retailer for the brand. This means that the manufacturer lists this dealer as an authorized and official retail website.     

• The competing online retailer's principal business must be located within the United States.     

• Our Price Match Policy does not combine with any competitor’s coupons, rebates, promotional offers, or product-combo deals on your order(s).     

• Some items may not be eligible for price match due to manufacturer pricing requirements.     

• The Price Match Policy is subject to change at any time.

• Price Match requests made post-purchase will be refunded to a Jenson USA gift card.

Once an order is submitted, our expedited shipping process begins. 

As a result, we cannot make changes to or cancel items on an order in process.

If you want to add to an existing order, it is best to place a new order for the new item(s).

If you want to cancel an existing order, it is best to return it once it is delivered.

To check the status of your order: 

1. Log into your Account and click on the 'Accounts' drop-down tab in the top right of the website.
2. In the drop-down menu, select 'Order Status'.
3. Click on the order number under the 'Order #' column. 
4. You will see the order status under the 'Order Summary' section.

We understand the concerns about import duty, tax, and brokerage charges, so we’ve worked hard to deliver fast, economical shipping with no extra charges due at delivery.

Brokerage:

We use a premium shipping option with no brokerage charges for your order(s).

Goods and Services Tax / Provincial Sales Tax / Harmonized Sales Tax:

We collect these taxes from you at checkout and remit them directly to the Canadian government. You’ll see your exact total at checkout, and there is nothing due at delivery.

How do you determine the amount of tax? 

Taxes are based on your delivery address and collected at checkout.

Import Duty:

We charge duty on orders shipping to Canada and the rate varies based on the product ordered. The duty amount will be included with any GST/PST taxes in the 'Order Summary' on the taxes line.

Are you sure I won’t be charged brokerage fees? 

Yes, we are sure! Our selected shipping method does not have brokerage charges.

What are the shipping charges? 

To determine the shipping charges, just add the items of your interest to the shopping cart. This does not obligate you to buy them, and you don’t have to log in or create an account as well. 

Can I use my Canadian address for billing and ship to a USA address? 

Yes, we are happy to ship within the US on your behalf. A packing slip showing your items and the prices paid will be included in your shipment. 

Note: Customs or export documentation will not be provided by Jenson USA "for this case." 

How will I be charged? 

We will charge your card in US dollars. Some credit card issuers charge a small fee (usually about 1%) to handle foreign currency. Check with your card issuer for more information. 

Note: This fee is paid to your credit/debit card issuer, and not Jenson USA.

Why are the items on my order not shipping?

Some of our items can not ship outside of the US due to contractual agreements with the manufacturer.

International orders are shipped with one of these carriers: UPS, USPS, and FedEx. The most appropriate carrier is selected based on your location and the item(s) you are purchasing. Oftentimes, there is only one carrier option available. 

Do you provide customs forms?

• Yes, we do include customs forms for all international shipments. 
• We list the actual value of the order(s) contents by product type. For example, orders containing both clothing and bike parts will all be listed as 'bike parts'.
• Customs, import duties (if any), and local taxes are assessed when the package arrives in your country. These additional fees are the responsibility of the recipient.

Import duty and taxes 

If applicable, you are responsible for paying import duties and taxes charged by the government of the recipient country. These fees are collected by the shipping carrier at delivery.  

How much is the import duty or tax?  

We cannot reliably predict what, if any, import duty or tax might be charged. The amount will vary based on the destination country, item(s), and shipping method. 

 If import duty or tax is charged, who pays for it? 

These fees are the responsibility of the recipient. Jenson USA will not pay import duty or tax charges on your behalf.  

Note: Failure to pay import duties or taxes charged will result in the loss of both the item(s) and the funds used to purchase them.

UPS My Choice® gives you visibility on your incoming packages and allows you to manage deliveries.

Once you log into your account on UPS.com, enter the tracking number then select Track to follow the prompts to select the appropriate feature you wish to use.

Some of the features of UPS My Choice® include:

• Hold for pick-up at a UPS store
• Deliver Package on Another Day
• Delivery Alerts
• Delivery Planner
• Estimated Delivery Time
• "Leave at" Instructions
• Leave with Neighbor
• Confirmed Delivery Window

Note: some options may not be available for every delivery. Some of these features are available for a small fee. For more information and to create an account, visit: https://www.ups.com/us/en/services/tracking/mychoice.page

We accept returns within 90 days of the original purchase. Including orders placed with Affirm Financing.

Items being returned must:

• be new & unused with all manufacturer packaging intact—boxes, tags, etc.

• be in a shipping box. We recommend re-using your Jenson USA shipping box.

• include the order number in the package.

In-Store Purchases must be returned to the original location of purchase.

Check out "How do I return an item?" and "How do I return a bike or frame?"

NOTE: Items returned in used condition are subject to a 20% restocking fee plus any applicable return fees.

In-store return:

• Only online or store orders can be returned to our Corona location.

Mail-in return:

1. Log into your account by clicking the 'Sign-in/Account' button on the top right-hand side of the page. 
2. Then select 'Sign-in'.
3. Then click 'My Account' from the drop-down menu.
4. Then select 'Return An Item?'
5. The next page will give you a list of all eligible items for returns. You will select whichever item and then check the boxes of "new/unused", "original box and packaging undamaged", and "purchased in the last 90 days". 
6. You will then proceed to confirm the return and print the shipping label. Fill out all the required information boxes, and select a reason for return in the upper right.
7. A print dialogue box will pop up. If you cannot print the label, save it as a PDF and email it to yourself to be printed at your local UPS store.
8. DO NOT attach the shipping label to the manufacturer's packaging (including shoeboxes, helmet boxes, etc.) as this will invalidate your return. Please reuse the original Jenson USA shipping carton or provide an alternative shipping box.

This option is an $8.99 flat-rate return label (valid only in the continental US), it will be deducted from your refund when processed.

NOTE: complete bikes and frames are subject to an oversize return fee. Please see 'How do I return a bike or frame?' for more information.

Return and Refund Processing

• Returns take 10-14 days to process from the time we have received your package. 

• Refunds take 7-10 business days to process. 

  This may vary depending on your financial institution and may take up to one billing cycle to be reflected on your statement. Refunds go back to your original method of payment – PayPal, Credit Card, Gift Card, etc.

• If your return is deemed ineligible your package will be returned to you.

• PayPal refunds can take up to 15 days to appear on your account from when your return is processed.

Note: Shipping fees are non-refundable.

Does Jenson USA offer an Extended Warranty?

Yes. Jenson USA offers an extended warranty through Extend. Extend is the Service Provider for extended warranties.

Who insures the Protection Plan?

Extend works with a network of top-rated insurance companies to underwrite the protection plans we offer. 

Will you be charged for tax on Extended Warranties?

Possibly. Please see the attached file for the taxes charged on warranties per state. 

Why should I add Extend Protection?

Extend provides simple, peace-of-mind protection for the products you love. Extend bundles your product with an affordable, stress-free protection plan—so your product is covered, even after manufacturer warranties expire.

What if I need to return the product?

You return your product, Jenson USA returns the money you paid for the protection plan. It’s a no-brainer. Depending on how much time has passed since your purchase, Jenson USA will issue a pro-rated refund.

What do I need to do to file a claim?

Filing a claim is easy! Just go through our virtual claims specialist, Kaley, or the Gear Advisor team. When filing a claim with Extend, you will simply need to provide either your Extend contract ID, email address, or another identifying piece of information.

Can we add a warranty to a completed order?

No. You will need to cancel the completed order and place a new order including the warranty.

Who manages the Extend warranties?

Extend manages the warranties.

What does this accident protection cover? 

The coverage details can be found here

Who determines the warranty approvals?

Extend determines this.

A return may be denied if the item(s) did not meet our return policy guidelines for one or more of the reasons listed below.

The returned item(s):

• Arrived damaged  

• Were used and/or installed 

• Were returned outside of our 90-day return policy 

• Were not returned with their original manufacturer packaging

• Were returned with damaged original manufacturer packaging

• Was not listed on the original order

We pack up the item(s) and ship them back to the address on the original order. You will receive tracking information as soon as the package ships out. 

For returns outside the 48 contiguous states

We do not offer exchanges. Please submit your return and place a new order.

Please contact us at (951)234-7554 before you return a bike or frame.

• Bikes and frames are NOT eligible for return if they are:

• Used, installed, or ridden.

• Exposed to the elements (rain, mud, dirt, etc.)

Complete bikes are subject to a $129.99 return shipping fee that includes the return label.

Bike frames are subject to a $23.99 return shipping fee that includes the return label.

NOTE: items returned in the condition listed above are subject to a 20% restocking fee plus the return shipping fee.

All new products sold by Jenson USA are covered by the individual manufacturer’s warranty policy. 

Each brand determines eligibility for its warranty claims. 

Not sure if it is a warranty? If you received a defective item give us a call at 951-234-7554 and a Gear Advisor Pro will assist you.

Brand Warranties: 

Some manufacturers prefer to work directly with customers to expedite the process even more. 

Click on the brand links below to go directly to their warranty page. 

If your brand was not found in the above list, please click here.

Release Date: May 5, 2022

Santa Cruz Bicycles Recalls Heckler 9 Electric Bicycles Due to Fall and Fire Hazards

Recall Summary

Name of Product: Santa Cruz Bicycles 2022 Heckler 9 Electric Bicycles

Hazard: The latch mechanism that holds the battery in place can malfunction, causing the battery to dislodge from the frame and fall to the ground, posing a fall hazard to the rider.  Additionally, the latch spring can cause additional wear on the battery housing over time, posing a fire hazard. 

Remedy: Repair

Consumers should immediately stop using the recalled bicycles and contact their authorized Santa Cruz Bicycle dealer to arrange for a free repair to replace the latch spring mechanism and install a battery wear plate. Consumers who purchased the bicycle online or no longer reside near their dealer should contact the firm or visit http://santacruzbicycles.com/dealers. Consumers should remove or secure the battery prior to transporting the bicycles. The firm is contacting all known purchasers directly to provide more details about the repair.

Consumer Contact: 

Santa Cruz Bicycles toll-free at 833-944-8335 from 9 a.m. to 5 p.m. PT Monday through Friday.

Recall Details

Units: About 1,600

Description: This recall involves 2022 Santa Cruz Heckler 9 model electric bicycles (e-bikes), which were sold in Gloss Avocado Green or Maritime Gray colors. They come with an interchangeable 720WH battery that sits inside a black case under the frame. The name “SANTA CRUZ” is printed on the sides of the downtube of the bicycle frame, and “Heckler” is printed on the top tube of the frame and on the inside of the left chainstay on the frame.  

Incidents/Injuries: Santa Cruz Bicycles has received 10 reports of batteries falling from the frame and two reports of the latch spring causing added wear on the battery housing. No injuries or fires have been reported.

Sold at: Online at santacruzbicycles.com and at bicycle shops and sporting goods stores nationwide from January 2022 through March 2022 for between $8,200 and $13,300.  

Manufacturer: Santa Cruz Bicycles LLC, of Santa Cruz, California

Manufactured in: United States

Heckler 9 - Gloss Avocado

Recalled Santa Cruz Heckler 9 model electric bicycle - Gloss Avocado Green

Recalled Santa Cruz Heckler 9 model electric bicycle - Maritime Grey

Recalled Santa Cruz Heckler 9 model electric bicycle - Maritime Gray

For more information, visit https://www.santacruzbicycles.com/en-US/support/recalls-heckler-9-battery-latch

Park Tool has issued a Stop Use and Inspect Notice for their CCP-22, CCP-44, and CWP-7 crank pullers due to an out-of-spec nut that is shared between the three tools. This out-of-spec threading may cause damage to bicycle cranks during removal. Some, but not all, tools sold between October 2021 and April 2022 may be affected.

Park Tool has a plan to replace these nuts at no cost. Affected customers in the United States should visit parktool.com/1206 and follow the instructions. Customers outside the United States should contact their point of purchase for resolution. Retailers and distribution partners should forward this notice to any customers who purchased these tools.

For complete information on the Stop Use and Inspect Notice, including a detailed guide to determining if a tool is affected, visit https://www.parktool.com/blog/news/immediate-stop-use-and-inspect-notice-for-park-tool-crank-pullers

Product Recall
NHTSA ID:22E-091

IMPORTANT SAFETY WARNING

Dear Thule Group Customer,

This notice is sent to you in accordance with the requirements of the National Traffic and Motor Vehicle Safety Act. The Thule Group has decided that a defect that relates to motor vehicle safety exists with Thule Camber 2 bike, Thule Camber 4 bike, and Thule Range bike carriers, manufactured in the date codes listed below.

Thule Range – Date code 05/02/22 through 07/26/22

Thule Camber 2 Bike – Date code 04/14/22 through 06/23/22

Thule Camber 4 bike – Date code 03/31/22 through 06/23/22

At the Thule Group we take quality very seriously and product safety is our top priority. We have determined that when the bike carrier is in use a weld on the arm assembly can crack and fail. There is a risk that bike carrier arm assembly may become detached from the bike carrier if the safety strap or locking cable is not used. This could cause a vehicle crash or injure nearby pedestrians

 IMPORTANT

Your Thule Camber 2 bike (905800), Thule Camber 4 bike (905600), or Thule Range 4 bike (905700) carrier manufactured in the date codes listed below is being recalled.

Thule Range – Date code 05/02/22 through 07/26/22

Thule Camber 2 Bike – Date code 04/14/22 through 06/23/22

Thule Camber 4 bike – Date code 03/31/22 through 06/23/22

Please stop using these products immediately.

For Thule Camber 2 bike, Thule Camber 4 bike, and Thule Range 4 bike carriers, you can determine if your bike carrier falls within the recall population by looking at the product number and date code, which is located on the inside of the mast upright tube, near the stinger assembly. See below photos

What do we want you to do?

We request that you take the following immediate actions:

1. Locate the product label on the inside of the mast upright tube, near the stinger assembly
2. Confirm model number and manufacturing date:
   1. Product Item numbers – 905600, 905700 or 905800
   2. Date code is in Month/Day/Year format

If you have a product within the recalled date code period, we ask you to take the following actions:

• Immediately stop using the Thule Camber 2 bike, Thule Camber 4 bike, or Thule Range 4 bike carrier.
• Register for a free-of-charge bike mast assembly to be shipped directly to you.

Once registered, the Thule Group will reach out to coordinate logistics to take possession of your recalled Thule Camber 2 bike, Thule Camber 4 bike or Thule Range 4 bike carrier, free of charge.

Please be advised that you will not be charged anything in connection with this recall. If you have incurred any cost for remedies in advance of this notice, please contact Thule Group for reimbursement. Reasonable supporting documentation will be requested.

If you have any additional queries please do not hesitate to contact Thule Customer Service:

• Via Phone: 1-888-290-1266, M-F, 8am – 5pm EST
• Via E-mail:rangecamber22@thule.com

If we fail to or are unable to remedy the issue free of charge within a reasonable amount of time, you may submit a complaint to the Administrator, National Highway Traffic Safety Administration, 1200 New Jersey Ave, SE, Washington, DC 20590 or call the agency’s toll-free Vehicle Safety Hotline at 888-327-4236 (TTY: 1–800–424–9153); or go to http://www.safercar.gov

Please note this recall for replacement of product is limited to the units with a Thule Camber 2 bike, Thule Camber 4 bike, or Thule Range 4 bike manufactured with the below date codes only and does not affect any units produced before March 30, 2022, and after October 15, 2022.

Thule Range – Date code 05/02/22 through 07/26/22

Thule Camber 2 Bike – Date code 04/14/22 through 06/23/22

Thule Camber 4 bike – Date code 03/31/22 through 06/23/22

For more information please visit the Thule Website