RETURNS POLICY

RETURNS POLICY
HOW TO RETURN AN ITEM
REFUNDS
DAMAGED ORDERS
ORDER ISSUES
 
 

RETURNS POLICY

Jenson USA offers a simple 365 Day Returns policy. You can return most new, unused item within 365 days from the time of purchase for a refund of the original purchase price. Returned items must be in the original box and/or packaging with all tags included. No returns on parts that have been installed. To make returns even easier, we provide the option of using our flat-rate shipping label ($8.99) when you use our online return form (see My Account).

 

PLEASE NOTE THE FOLLOWING EXCEPTIONS:

  • New, unused items purchased with Affirm financing must be returned within 90 days from the time of purchase.
  • For any complete bike return please contact us directly at (888) 880-3811.

RETURNS ARE NOT ACCEPTED ON THE FOLLOWING:

  • 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 here or contact our Warranty Department: warranty@jensonusa.com

If you prefer, you can arrange shipping on your own with your preferred package carrier. Be advised, the expected service time for a return is 2-3 days upon receipt. Please make sure to include your order number and return your package to the address provided below:

Jenson USA
Attn: Returns
1615 Eastridge Ave
Riverside, CA 92507

 

HOW DO I RETURN AN ITEM?

To initiate a return, first login into your account. Click “Need to Return Something?” and follow the instructions.

Log In

Please be aware that we cannot be responsible for returned parts until there is a Jenson USA confirmation signature with the carrier. Jenson USA is not responsible for items lost or damaged in shipping. If you’d like additional items as replacements, please make an online or telephone order for them at your convenience. If you choose to use our flat-rate shipping label, the fee will be deducted from your refund. Be advised, the expected service time for a return is 2-3 days upon reciept. For faster processing, please write your order number on the outside of the shipping container.

 

SEPARATE FEES APPLY TO SOME ITEMS, AS SHOWN BELOW:

  • Bike Racks/Frames/Wheels are subject to a $30 return fee
  • Complete Bikes are subject to a $70 return fee
 

REFUNDS AND CREDITS

Here you will find helpful information regarding your refund based on the payment type you used to complete the order.

 

Please note the following regarding refunds, and store credits:

  • 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.
  • Shipping fees are non-refundable
 

MY ORDER WAS DAMAGED IN SHIPMENT

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

 

THERE IS AN ISSUE WITH THE ORDER I RECEIVED

Please note the following regarding various order related issues:

 

IF WE SHIPPED THE WRONG ITEM:

  • Please call us immediately at (888) 880-3811. It’s important that you contact us within seven days of order receipt.
  • We’ll generally ship you a replacement item as soon as the original item is in transit via our shipping carrier (we’ll send you a return label after you contact us). We require a return of the original order within 14 days.
  • Alternatively, you can place a new order immediately while simultaneously sending us the return. Immediately placing a new order ensures that you’ll get the new product quickly. You’ll receive a full refund for items returned in new, unused condition

IF THERE IS SOMETHING MISSING FROM YOUR ORDER:

  • If an item is missing, make sure and inspect packing materials carefully. It is easy for small items to get wrapped up in the packing material.
  • Please call us immediately at (888) 880-3811. It’s important that you contact us within seven days of order receipt.
  • We’ll generally ship you a replacement item as soon as the original item is in transit via our shipping carrier (we’ll send you a return label after you contact us). We require a return of the original order within 14 days.
 
 

STILL HAVE QUESTIONS? CONTACT A GEAR ADVISOR

Submit a ticket through our Help Desk or call (888) 880-3811 if you need additional help processing a return.

Hours: 8:00am - 5pm (PST) 7 Days a Week