Welcome to the Crew Bike Co FAQ page! Below you’ll find answers to common questions about ordering, shipping, returns, and more. If you don’t see your question here, contact support@crewbikeco.com.
FAQs
Do you charge tax?
Taxes will be calculated at checkout.
Why is my card getting declined?
Crew Bike Co. cannot see why a transaction is declined.
Possible reasons include:
- Billing address mismatch
- Incorrect CVV
- International card
- Issuer security rejection
Pending charges may appear temporarily. Funds are not captured and may take up to 10 business days to clear.
Contact your card issuer for clarification.
Is this item in stock?
All products that can be added to cart are currently available.
If you cannot add multiple quantities, inventory may be limited.
Contact (866)-754-3213 or support@crewbikeco.com.
Can I use multiple forms of payment at checkout?
Only one payment method is accepted per order. Crew Gift Cards may be combined with another form of payment.
Can I edit or cancel my order after submitting?
If your order has not yet been fulfilled, email support@crewbikeco.com with your order number, full name, and request. Changes are not guaranteed.
How much assembly does a bike require?
Professional assembly is strongly recommended and may be required for warranty coverage.
Why does customer service need to follow up with me after I place my order?
Orders may be flagged for security screening.
Customer Service will contact the billing cardholder to verify information before confirming payment.
When will my payment method be charged?
Your payment is captured automatically when checkout is completed.
How much is shipping?
Shipping costs vary by item and destination.
Add items to cart and enter your shipping address at checkout for accurate pricing.
Can you ship to Alaska and/or Hawaii?
Checkout is not configured for Alaska or Hawaii.
Email support@crewbikeco.com for a custom shipping quote. Free shipping applies only to the lower 48 states.
Do you offer expedited shipping?
Expedited shipping is not available due to high costs on large items such as bikes.
Do you ship internationally?
We currently ship only within the U.S. and Canada.
Checkout accepts U.S. and Canadian issued credit cards.
Why am I charged shipping when my subtotal is over $100?
Free shipping applies only to select parts and gear.
Bikes and oversized items are subject to shipping fees.
Why does my package require a signature?
Signatures are required for bikes and high-value orders.
Carriers attempt delivery up to three times. Signature requirements cannot be removed once shipped.
My package shows delivered, but it's not here?
Check with household members, neighbors, or building management.
If still missing, contact support@crewbikeco.com. A carrier investigation is required and may take up to 10 business days.
What is Local Pick Up provided by City Grounds Irvine, CA?
Local pickup is a free option offered with City Grounds.
Complimentary bike assembly is included. Pickup hours: Mon–Fri 9am–4pm, Sat 9am–4pm.
How long will it take to prepare my order?
Orders typically ship within 1–6 business days.
High-volume sales periods may increase processing time.
Do I need to bring anything at pickup?
Please bring a valid photo ID matching the order details.
Orders will not be released without proper identification.
Can someone else pick up my order?
Pickup is allowed only for authorized parties approved by both the cardholder and Crew Bike Co.
How do I initiate a return?
Email support@crewbikeco.com to request a return label.
Can I exchange instead?
Exchanges are not offered.
Please place a new order and return the original item separately.
How many days do I have to send a return?
Returns are accepted within 30 days of delivery.
If I used the product, can I return it?
No. Used merchandise is not eligible for return.
Used items may be rejected or subject to restocking fees.
I received my refund but it’s not the full amount. Why?
Original shipping costs are non-refundable, even if discounted or waived.
I received the wrong or incomplete order. What should I do?
Email support@crewbikeco.com with your order number, item details, and photos.
My bike is messed up! How do I get this fixed?
Contact support@crewbikeco.com with your order number, description, photos, and serial number.
Bikes not assembled by a professional mechanic are not covered under warranty.