Customer Service

Order Info

Thanks for visiting The Loose Wheel Bicycle Co! Orders placed before 12pm (EST) should be processed and shipped the same day – depending on order volume; your order can take between 24-48 hours to process. After you place an order you will receive an Order Confirmation email followed by an additional Shipping/Tracking Confirmation email once your order has shipped. If you have any questions or concerns regarding an order you’ve placed – please continue to read below.

Delivery Time-frame

The Loose Wheel Bicycle Co. processes orders in 24-48 hours and ships nationwide from our New Jersey warehouse. Most shipments go out same day. It typically takes 5 to 7 business days to receive your order. Depending on your delivery location; customers can expect as soon as a 3 day delivery time.

Shipping Information

The Loose Wheel Bicycle Co. will cover shipping fees for orders over $150. There is an additional $35 charge for Alaska and Hawaii shipments. We also offer local pickup on most of our inventory.

Order Cancellations

If you wish to cancel your order after it is placed.

  • If your order did not ship; there will be NO CHARGE and your order will be cancelled.
  • If you wish to cancel your order after it is placed and the item shipped from our facility; YOU (the customer) PAYS FOR RETURN SHIPPING. After we receive your returned order you will be refunded the total cost MINUS 15% due to P&H charges.

If you noticed that your order information was submitted incorrectly.

  1. If the item did not ship and you wish to change Shipping Address, Name, Phone number, etc.; We (The Loose Wheel Bicycle Co.) can make changes to your order.
  2. If the item DID ship and you wish to change Shipping Address, Name, Phone number, etc.; please note that we CANNOT change the package destination so PLEASE DOUBLE-CHECK your address before placing your order. You (the customer) is responsible for providing accurate and complete shipping/billing information.

Returns

We have a 30-day return window for all of our products (except products marked "final sale" or items purchased during "clearance" promotions). We accept all returns, as long as the item(s) is in new (not used) condition. If your order arrives damaged, please accept the package from the carrier and advise the delivery person that you would like to make a claim. If you are able to create the claim at the point of acceptance OR on the phone/online after it has been delivered PLEASE record the claim ID so our customer service staff can assist. For any other issues, we may require pictures or other material to record for accurate compensation purposes. Please report all missing/broken parts within 48 hours of receiving. 

Defective

If you think your ordered item(s) is defective, please contact us immediately. If your order is defective; we will send you a pre-paid shipping label. Once received we will evaluate the returned order for quality assurance at which time we will ask if you would like a REFUND or to EXCHANGE for a non-defective unit. Once your defective unit is received we will refund your entire order OR send your replacement.