FAQ

Will you ship to me?

Yes! Actually, no, we do not ship to Spain. We have had too many lost and stuck packages going that way. But other than that, yes!

Where is my package?

We use USPS, UPS and DHL. You will receive a tracking info email with every purchase once your order has been sent out. Please give us 3-5 business days to process your order before shipping. If for any reason you did not receive tracking info please don’t hesitate to email us shipping@crustbikes.com. If a package is lost or stuck via USPS, we cannot help track it, please contact them directly for best answers. We are absolutely not responsible for stolen or lost packages.

If your package says delivered and you say that it was not…

We cannot refund or send a new order if your tracking says your package was delivered. But we can certainly try to help you solve any mysteries concerning UPS and DHL. For USPS deliveries we recommend going by your local USPS office to inquire about your package, and/or opening up a claim with USPS.

If I enter the incorrect address at checkout?

If you catch this in time before we send your package, then we can amend at no cost to you. If it has already shipped out, further action on your order will be put “on hold” until your original package is returned to us. Initial shipping will not be refunded, and we will issue an additional shipping invoice to you to reship your order to the correct address.

INTERNATIONAL

ALL INTERNATIONAL ORDERS ARE FINAL SALE.

DHL Express- When ordering internationally we recommend opting for our DHL Express service. Not only are they fast but the most guaranteed and efficient way to get your order from us and safely into your arms. We are not responsible for custom fees. DHL provides insurance for your product and easy tracking.

UPS- UPS International is only offered to our Canadian neighbors. Similar to DHL, we can help you track your package via UPS and they offer insurance coverage for up to US $100.

USPS- When ordering internationally via USPS you will receive tracking info and after that you are completely on your own. We cannot help track your package and they do not offer insurance if your package arrives damaged. We are not responsible for custom fees.

What is your return policy?

We gladly accept unused merchandise within 15 days of their receipt date. Merchandise must be in brand new condition with original packaging, never used, never assembled or installed, if it is assembled it is yours! Once we receive your return and verify the quality, we will process your refund to the payment method used in the original order. Please note we only accept returns made from our website, www.crustbikes.com. Please note all international sales are final.

There will be a 7% restocking fee for refunds and cancelled orders.

How to return within the USA?

Easy — Send an email to info@crustbikes.com with your Order # and item description. Please allow 3-4 business days for us to review and authorize your return.

You are responsible for shipping us your returns using a carrier of your choice. Once we receive your return and verify the quality, we will process your refund to the payment method used on the original order. Please note that we cannot be responsible for any change in currency rates. To send us your return:

  1. Include the packing slip that came with your package so we can easily find your order.
  2. Pack the item you are returning (in original packaging i.e. bubble wrap, foam wrap, etc.) along with the form in a box or envelope.
  3. Label and ship using a carrier of your choice.
  4. Ship to: Crust Bikes, c/o Returns 3416 Hull St. Richmond, VA 23224.

Since you will be liable for any lost or damaged packages we recommend using a carrier that provides tracking numbers and/ or insurance.

What if I want to exchange my purchase?

We cannot process an exchange but if you are within our 15-day refund policy, please order the new item you would like through our website.

Please email info@crustbikes.com explaining what items you are exchanging to avoid the 7% restocking fee.

Return your unused item via mail with original packing slip to: Crust Bikes c/o Exchange 3416 Hull St. Richmond, VA 23224. 

Once we receive the product you returned in brand new condition we can process your exchange.

What about warranties?

We offer warranties on all manufacturers’ faults.

Warranties on frames are valid 2 years from the time of purchase unless otherwise stated on the product page. The warranty only covers manufacturers’ defects. If you have purchased one of our thinner wall steel frames and have decided that you wanted to be the next Evil Knievel, warranty is void. A certain amount of common sense and responsibility needs to be applied here. We are a small company of three and we do not want to be taken advantage because of your stunts.

What products are Final Sale?

Products purchased on promotional sale, pre-order merchandise, frame sets, custom builds, and listed complete builds, and international purchases.

When will I get my refund?

Once we have received your items, please allow 5-7 business days to process your return and 5-10 business days for your bank to post the refund to your account. We’ll send you an email when we have processed your refund so you know it’s on the way.

Can I exchange my items for store credit/ Do you take deposits?

Due to the small size of our company, just three of us, we do not have the capabilities to oversee and handle store credit or deposits.

Thank you xx Cheech and Matt