Policies
Returns
Payment gateway
Ordering + Shipping
Regional taxes
Shipping costs
Do you ship to….
Shipping problems
Has my order shipped?
Order never arrived?
Invoices
Billing
Site security
Terms and conditions
We make sure that the quality of each Mountain Cycle product is 100%. But we acknowledge that very, very occasionally things slip through and you get something that is not quite right.
If you receive your order that has been damaged in transit in some way, or when you pull it out of the box and it’s not quite right, then we’ll replace, repair or refund your money at our discretion. We won’t refund you if you stuff it up through misuse, set it on fire or if your dog eats it. If you’re in doubt, contact us and we’ll discuss it with you to make sure.
Our warranty is good for 12 months from time of purchase.
If you have a warranty claim, please contact us within the relevant warranty period.
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Returns
If you have a return, please contact us immediately and request a return number.
If you buy something and realise that it is too small or too big, drop us a line and let us know. We’ll either replace your item with the correct size in the same or another colour/pattern, or refund your money 100% (you can expect a refund to your credit card within 14 days of our receiving your return). Just make sure that we receive the unused item within 30 days of purchase.
We don’t charge any restocking fees and customers are responsible for shipping costs unless the product is defective or an error has occurred when filling the order.
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Payment Gateway
Please note that our PayPal processing system accepts Visa and Mastercard. If you hold a PayPal account already, you may opt to pay via your PayPal account or through your bank account via PayPal.
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Ordering and Shipping
All Mountain Cycle products are listed in US Dollars. We process orders as they come in and the time to ship will vary depending on the order. We reserve the right to extend dispatch time without notice according to how busy we become or to allow for circumstances beyond our control such as holidays, sickness etc. In such instances we will inform you via email.
When you have ordered something, your item is removed instantly from the stock count. It is near impossible to order something online that is not in stock. If by some miracle you have, we will contact you ASAP.
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Regional Taxes
Please note that Mountain Cycle is not responsible for any duties or taxes that may be applied to your order on arrival in your country. In California all prices include sales tax.
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Shipping costs
Our shipping costs are based on the weight and size of your order. Below are the current prices for shipping your Mountain Cycle order to your location…
Parts and Spares:
- UPS Ground within the US: US$8
- International: USPS Priority Air US$20
- International: USPS Priority Air: Shocks US$48
International Shipping via USPS Air:
- Frame: US$115
- Complete bike: US$230
Shipping within the US via UPS Ground:
- Frame: $50
- Complete bike: $100
- Pickup: You can arrange to pick up direct from MC HQ for free.
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Do you ship to my country?
If we do not ship to your country (unlikely) contact us and we can work something out.
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There is a problem with my shipment, what should I do?
Please contact us ASAP.
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Has my order shipped?
You will receive a shipping confirmation notice via email when your order has left our hands. If you have not received an email within a few days after the allotted build time for your item has passed, please contact us.
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My order never arrived.
We make every effort to make sure we use the most secure way to deliver your purchase to you. In the unlikely event where an item does not arrive to you please contact us ASAP.
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How can I get a copy of my invoice?
We do not include paper invoices in shipped packages. To obtain a print out of your invoice, log into the customer login to view and print out any order you have made with us. To do this, click the ‘My Account’ button and follow the prompts.
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Timing of billing
Your credit card is charged when you place your order.
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Is your site secure?
We promise to protect your personal information. Any page at Mountain Cycle.com that asks you for personal information is highly secure. Our secure server protects your information using advanced encryption and firewall technology throughout the entire ordering process. Most browsers will show a lock icon in the bottom status bar on secure pages that tells you our SSL certificate is current and functioning. Look for this icon on any web page that asks for your personal information. To further ensure your security, we use state-of-the-art SSL (Secure Sockets Layer) encryption to protect your personal information from unauthorized use.
No person, at any point of your buying transaction, sees or handles your credit card details. We use PayPal exclusively to transact all card based sales as it offers superior security for you the customer and us, the seller. The only information that is stored is that pertaining to the billing and delivery address related to your purchase.
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Terms and Conditions
We reserve the right to change our Terms and Conditions, Policies and Pricing at any time, such changes to be effective upon posting on this website. Your continued use of the website after any such changes will indicate your acceptance of such changes. Mountain Cycle also retains the right to refuse purchases (should this occur, any processed payments would be refunded in full).
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