Who pays for return shipping?

We are not responsible for any costs associated with the return shipment.

How soon can I get refund?

Once the return is received it will take approximately 2-3 business days to process.

Can I return an item that I received as a gift?

We will treat it as a remorse return. Please refer to “Item doesn’t fit or don’t like the color?” under our RETURN/EXCHANGE policy

I received my order but an item is incorrect.

If the item on your invoice does not match the item you received, please contact our customer service department at customerservice@factoryusa.bike or at 800-334-4247 and we will do our best to remedy the issue in a timely manner.

Can I change or cancel my order?

If you need to make any changes to an order, you can contact us via email or call us directly at 800-334-4247 Monday – Friday from 8am-4:00pm PST.  Emails received after hours will be responded to the following business day. Providing your order has not been processed or shipped out, we will be able to assist you in making any changes to your order.

What if I ordered an item out of stock?

Occasionally, due to incorrect stock status at our web store, you may end up ordering items, which are out of stock. We can refund the full amount at once upon your request or keep the order as backordered and will ship it to you at no additional shipping cost as soon as the items are available

Can I refuse to accept my order when delivered?

If you refuse your order you will be refunded for the items on your order less any return shipping costs. You also will not be refunded the shipping fees you paid when making your order either.

Do you ship internationally?

Currently, we only ship our merchandise within the US and Canada.

Do you ship to APO/FPO addresses?

We ship via USPS Priority Mail to APO/FPO addresses. But we might not be able to ship oversized packages rejected by USPS.

Do you require a signature on delivery?

We normally require a signature on delivery for orders over $100. All other orders may be left at the door at the UPS driver’s discretion.

What forms of payment do you accept?

We accept Visa, MasterCard, Discover, American Express, and PayPal at our website. To pay by Wire Transfer or ACH, contact our customer service, customerservice@factoryusa.bike

Do you accept international credit cards?

We do not accept international credit cards except for Canada.

For what orders do you charge sales tax?

We charge sales tax for orders, which are shipped to within California

Why is my order delayed?

If your billing information does not match with what your bank has on file, your order could be delayed. In addition, if you are shipping to an address other than your billing address your order could also be delayed due to the verification process.

How soon do you ship out my order?

We ship via UPS, FedEx, or USPS. Shipping transit times are determined on the service we choose. We do our best to get shipped out all orders within 24 hours. Orders with incorrect address or credit card information can delay the shipment. Please allow 1-2 extra business days for these cases.