We are strong believers that if you have bought a Mountain Cycle you are a valued customer for life, so we pride ourselves on always making sure we offer the best customer care possible.
The best and easiest way to communicate with us is through the mountain Cycle Community Forums, which all of us check several times a day. You can visit them by clicking here.
Tech Help:
As big as we are on great customer service, we are even bigger on making sure your Mountain Cycle rides, and keeps on doing so, in the way we designed it. Any problems or questions you might have feel free to contact us via our tech forum (where you might also get some great help from other owners) or by calling us on US: 951-696-2560
Our Warranty conditions:
If you have a warranty claim, please proceed to the Mountain Cycle Community forum here, and we’ll start the process. We opt to have you make the claim this way as we stand by our products so feel we have nothing to hide, so having you post your claim in the forum helps us keep these matters in the open. Depending on the course of action, we may then elect to deal directly with you via email or phone.
Unauthorized Mountain Cycle dealers:
Mountain Cycle will not cover by warranty any Mountain Cycle product, sold online or otherwise, that was not purchased through an official Mountain Cycle approved distributor.
Currently in the EU we have only TWO authorized distributors, one in Hungary and the other in Russia.
If you have doubt as to the status of the place of purchase, or think you may have purchased through an unauthorized reseller, please contact us immediately.
Two Year Warranty:
Frames break… A sad truth but if you stress any component often enough it will fail. Fact.
We decided that we don’t like that fact, and so set about designing frames that you can depend on.
We are proud that people are still riding after 10, 15, even 20 years, and therefore we suffer significantly fewer failures than “most” MTB brands.
In any event, we don’t like dissatisfied customers – we’ll do everything possible to make you a Satisfied Customer, so chat with us on our warranty forum.
We aim to keep it this way.
We still have a failure rate though, nothing will ever stop that – our welders always have Monday mornings and Friday afternoons to deal with.
The first stage of our Self Check-in Warranty procedure, is we ask you to be honest with yourself (and us).
Mountain Cycle will do everything we can to get you back onto your bike.
But the very first question is this: is it really a warranty?
Is your bike OVER 2 Years old?
* YES – Please refer to 50/50 below.
* NO – OK, now answer the following question truthfully:
Was your bike damaged in an accident?!
* YES – Then it’s not a Warranty. Please see 50/50 below.
* NO – OK, providing everything is in order, we’ll process your warranty claim.
Warranty
If you believe YES, then get us the information we need to verify your claim and we will organize it’s replacement as quickly as we possibly can.
If you think that ‘maybe it’s a YES’ then again, send us the information, explain what happened and we will look at your case very carefully to see how best we can help you.
Brief Warranty Conditions:
* Mountain Cycle warranties it’s frames for the Original user against manufacturing defects.
* Accident damage does not count as a defect.
* Components (including shocks) fitted to the bike are the responsibility of the brand who made them.
* Frames must have been used for their “intended use” – so no DHing on a XC bike.
* You must be the original owner, and it should have been purchased via one of our authorised retailers.
* You must have regularly serviced their bike and have kept it in good mechanical condition.
* You must provide the purchase invoice + photographic evidence to support your claim.
50/50 Sales
Old frames may need to be retired, sometimes through use parts break, so be assured that in these special cases we will make every effort possible to help you get you and your MC back on the trails.
If you know that it’s not a warranty, but the end-of-the-road for a long loved bike (through use or wear and tear) then we are delighted to offer you a no-questions 50/50 frame swap.
Just let us know which frame you would like to have – and we’ll do you our industry leading offer to get you back on the trails on a brand new frame and shock.
We call these sales “50/50″ as they represent a 50% discount off retail – but still include any Sales Tax that the end-user is due to pay.
Please do note that at -50% retail these prices are very near / below import cost, Mountain Cycle looses money on these sales, and although this is a financial loss – we prefer to consider it a marketing expense, as the aim is ultimately to get the bikes tested and seen on the trails.
Brief 50/50 Conditions:
* You are free to choose your replacement frame from any one of our current stock.
* Only one swap-out per customer / frame / household.
* We are effectively offering to buy back your old Mountain Cycle, by “paying” you with a 50% discount from a new one…
* We therefore require that the original frame (and shock) is returned to us.
* Sometimes we know that you’ll have a deep attachment to the old frame, if you really want to keep her on your garage wall as a work-of-art, then we can accept that the BB serial number is cut out from the frame.
* Payment must be received before delivery.
* Delivery charge and any import duties due direct to to customers registered address is at clients charge.
* We will however throw in a T-shirt or similar to soften the blow….
* We will need proof of ownership / an original receipt.
