Each and every Esker bike is built to order at our location in the Twin Cities. We take pride in the work that we do, and you can take comfort in knowing that when your bike order is placed, we will assemble it with care and treat it like our own. This means that each order is entered into our build queue once you place an order, and assembled once we reach your order in the queue.
We will be building your bike specifically for you after your order is placed. We are reasonable and want you to enjoy your Esker without buyers remorse, and this policy is designed to keep you informed.
- Cancellations of unshipped bikes/frames:
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Cancellations before the end of your estimated delivery timeframe will require a restocking fee up to 10%. Because your specific bike/frame has already entered our production process at one stage or another, we cannot cancel an order easily, and simply ask for the restocking fee if cancelled within this timeframe.
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Cancellations after the estimated delivery timeframe - no charge.
- Return of shipped bikes/frames:
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Damaged in shipment, we got it covered, we’ll figure it out with our shipping service. Please take photos immediately, including the damaged packaging and product if you notice any damage from shipping.
- Return shipping is not covered + restocking fee on any unused bikes/frames that are being returned.
- Returns > 8 weeks after receipt of product: restocking + processing fees.
- Returns of ridden bicycles/frames: NOT ACCEPTED. Due to the nature of our product and our sport, any use of our product after receiving it makes it impossible for us to restock or resell a bicycle/frame as new after it is used. For this reason, we do not allow returns of bicycles/frames that have been ridden.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@eskercycles.com. If your return is accepted, we’ll send you a return shipping label, invoice for a shipping charge if there is one, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@eskercycles.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on items that have been discounted at any rate.
Exchanges
If you are interested in an exchange, please reach out to us at info@eskercycles.com to discuss your options. We generally will not accept exchanges on any bikes or products that have been used or ridden in any way. Exchanges are not eligible for returns/refunds.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
