At Felt Bicycles Sales, we are dedicated to providing high-quality bicycles, clothing, and parts to cycling enthusiasts around the world. We want every customer to have a seamless experience, from delivery to returns. Below is our detailed policy on shipping and returns.
Shipping Information
We ship globally, excluding Asia and a few remote regions. Please note the following shipping details:
- Order Processing Time: 1-2 business days after payment confirmation.
- Standard Shipping:
- Carrier: DHL or FedEx
- Cost: $12.95
- Delivery Time: 10-15 days after shipment
- Free Shipping:
- Available on orders over $50
- Carrier: EMS
- Delivery Time: 15-25 days after shipment
Returns & Exchanges Policy
We offer a straightforward returns and exchanges process within 15 days of receiving your items. All returned products must be in original condition—unworn, unused, and with all tags and packaging intact.
Non-Returnable Items
For safety and hygiene reasons, the following items cannot be returned or exchanged:
- Personal hygiene products (e.g., cycling gloves, headwear, base layers)
- Customized or specially ordered bicycle parts
- Products that have been installed or used
- Clearance items (marked as final sale)
Return Process
Follow these steps to return or exchange an item:
- Request Authorization: Email us at [email protected] with your order number and reason for return. Use the template provided below.
- Receive Instructions: We will respond within 2 business days with a Return Merchandise Authorization (RMA) number and shipping instructions.
- Package Items: Securely pack the item(s) in original packaging with all tags and accessories.
- Ship Items: Send the package to our warehouse address provided in the RMA instructions. Use a trackable shipping service.
- Processing: After receipt, we will inspect the item(s) and process your return or exchange within 5 business days.
Return Shipping
Customers are responsible for return shipping costs unless the item is damaged or defective. For exchanges due to size or color, we cover the shipping cost for the replacement item. Original shipping fees are non-refundable for returns not due to our error.
Refund Information
Refunds are processed based on the original payment method:
- Credit Card (Visa, MasterCard, JCB): 5-10 business days after processing. Refunds are issued to the original payment method.
- PayPal: 3-5 business days after processing. Refunds are issued to your PayPal account.
Exchange Process
Exchanges follow the same process as returns. Specify in your return request if you prefer an exchange. For exchanges of equal value, we ship the new item at no additional shipping cost. For higher-value exchanges, you will be invoiced for the difference plus shipping.
Damaged or Defective Items
If your item arrives damaged or defective, contact us immediately at [email protected]. We will provide a prepaid return label and expedite your replacement or refund. Include photos of the damage in your email.
Return Request Template
Copy and paste the following into an email to [email protected]:
Dear Felt Bicycles Sales Customer Service Team,
I would like to request a return/exchange for my recent purchase.
Order Number: [Your Order Number]
Product Name: [Product Name]
Product SKU: [Product SKU if available]
Reason for Return: [Please specify reason: wrong size, defective, changed mind, etc.]
I would prefer: [Refund / Exchange for (specify product/size/color)]
Please provide instructions for returning the item and any additional information needed.
Thank you,
[Your Full Name]
[Your Email Address]
[Your Phone Number – optional]
Need Help?
Our customer service team is here to assist:
- Email: [email protected]
- Response Time: Within 2 business days
- Business Hours: Monday-Friday, 8:00 AM – 5:00 PM CST
This policy was last updated on January 1, 2024. Felt Bicycles Sales reserves the right to modify this policy at any time.