Frequently Asked Questions

Orders

How do I track my order?

After your order is placed, you will receive an order confirmation email. In this email it will include the link to track your order. As new details are added to your order, you will receive email updates. Tracking details will be automatically emailed to you once your order has been fulfilled.

You can also sign in to your account and select the track order button.

What is my tracking number?

Once your order has been fulfilled, you can view your tracking number on the order status page. Sign in or create your account here.

Why is my tracking number not working?

Please allow up to 24 hours once you receive your tracking number for activity to show on the carriers website. If your tracking number shows no activity for multiple days, please contact the carrier as we do not have direct information regarding the delay.

Did you receive my order?

Every order will be issued an order number and a confirmation email immediately after the order is successful. Sometimes, those emails do not reach their desired destination, and you can create an account/login to your account to see if your order was successful. Here you can double check your email address and get the latest information on your order.

What is the status of my order?

Once your order is placed, you have several ways to find the status of the order. The best way to find the status of your order is through your account page. Sign in or create and account here. You will find the “Track Order” button next to the order you are inquiring about.

How do I cancel my order?

Once your order is placed, you have the option to cancel it automatically for 2.5 hours. If you are past this threshold, please email us at sales@northwestbicycle.com to complete the cancellation. Once an item has been fulfilled, it can no longer be cancelled.

Do I need an account to place an order?

No! You can go all the way through checkout and place your order with no account obligations. However, having an account will make order tracking easier after your purchase.


Returns & Refunds

How do I return an item?

If your item is eligible for a return as outlined in our return policy please follow the return instructions outlined in the policy. 



How long does it take to get my refund?

Once a refund is submitted you will receive an email confirmation. From this point, it can take 3-5 business days to post to your credit card, paypal account, etc.



Can I exchange an item?

We currently do not except exchanges. Please submit a return and place a new order for the item you want and we will refund you for the original order once the item is returned.

What is the return process?

All returns must be mailed back to our address outlined in our return policy. Please write the order number on your package as well as inside to ensure quick processing upon arrival. We recommend purchasing shipping with tracking on all returns. Please be aware that Northwest Bicycle is not responsible for any returns until the carrier provides proof of delivery via tracking. 

Return Address: 

26921 Maple Valley Black Diamond RD SE,

Maple Valley, Wa, 98038 

Return Conditions: All items must be new in box with original packaging. Items that have been installed are not returnable. If you send back an item that is not new in box, a refund will not be issued and you are responsible for return shipping to get the item returned.  If you believe the item may be defective, please contact us regarding a warranty request.

To view our return instructions, please view our return policy page.

We accept returns on all new, in box items excluding closeouts.


Payments

What payment methods are accepted?

We accept just about every major credit card along with payment options through Paypal and Amazon pay. All options will be available at checkout for a quick easy payment.

Am I charged at the time of order?

Yes. All orders will be charged immediately. If we have any issues regarding billing, fraudulent orders, or shipping address we will contact you direct via the phone number on your order to resolve the issue.

Why did you charge my card twice?

We can assure you, you were not charged twice on your order. If you see two charges, one is an authorization followed by the actual charge. Our payment processor checks to make sure you have the funds available, and then charges you. One of these two charges will fall off of your account.

My order was not successfully placed but I was still charged.

No, you were not. As explained on our previous question, the card would be authorized but not charged if your order did not go through. This can happen for multiple reasons such as the billing zip code not matching or the three digit code on the back not matching. This authorization will fall off your account within a couple of days.


Shipping 

What shipping methods are available?

Our shipping partners include USPS, UPS, Fedex, and DHL (international customers only). Each order that is placed will be shipped via the method that you select at checkout. If "Free Shipping(2-6 days)" is selected, your order will be shipped standard ground shipping with a typical delivery time of 2-6 business days. All orders ship from Snoqualmie, Washington.

Do you ship internationally?

Yes, we do ship internationally. DHL will be offered at checkout with a calculated rate. International shipping is excluded from any free shipping offers.

Please note that you will have to pay any duties, taxes, customs fees, etc. on any orders shipped to your country at the time of delivery. The carrier will notify you of the total amount due for all import fees. We are unable to offer an estimates on these rates at this time due to the sheer amount of variables involved.

How long will it take to get my package?

Each orders delivery time will be determined by the shipping method you select at checkout. Orders that qualify for free shipping are typically delivered in 2-6 business days. Free shipping orders will ship by either USPS or UPS, depending on the size of the package. All other selected shipping services will show the calculated amount of days for delivery.

How many days will it take to ship my order?

We strive to have the fastest possible handling time on each order. We know you trusted us with your order and will work quickly to get it out the door. Current handling times will be posted on each product page so you know exactly what to expect. Generally, most orders ship within 1-2 business days.

When will my item ship?

After you checkout, your order confirmation email will specify the “Ship Date”. This is the date that your item will be leaving our warehouse. This time is calculated based off product availability and our backlog. This is the most accurate way to determine when your item will ship.

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