Policy on Orders, Delivery, Returns, Refunds and Exchanges
RealRyder® International LLC (“RealRyder”) is committed to customer satisfaction, and is providing this policy as a statement of RealRyder’s practices for customer orders placed through the RealRyder website located at www.RealRyder.com (the “Site”). Bikes are sold via the Site for home use only, and there is a limit of one bike per address for Site sales. You can, however, order more than one bike if you’re shipping the bikes to different addresses (maybe one for you, and one for your dad?); just know that you’ll pay a shipping charge on each bike. The cost for shipping one RealRyder bike is $300 to most locations within the 48 contiguous United States. If you want to have a bike shipped to Alaska or Hawaii, please call us at 800.976.6280 so that we can work with you to find the best available shipping rates.
Customers who want to have multiple bikes shipped to the same address should call RealRyder and speak to one of our salespeople – volume discounts and shipping discounts may apply, and we want to help our customers get the best deal possible. RealRyder sales can be reached by phone at 800.976.6280 and by email at firstname.lastname@example.org. Give us a call or send us an email, and if you don’t reach us, please leave a detailed message; we’ll get back to you just as soon as possible.
When you place an order on the Site, our system will send you an automated email to provide you with a confirmation number and to confirm your purchase. In addition, after your payment is accepted, you will receive an email containing your receipt, an Owner’s Manual, and warranty information. Should you have any questions regarding the assembly of or care for your RealRyder bike, please contact Adam Reid, our Customer Care Manager, at 800.976.6280.
We do our best to keep all products listed on the Site in stock, but we are not always able to do so. If you order any item that has been placed on backorder, we will promptly notify you, and you can decide whether you want to wait for the product or receive a refund.
Delivery Terms and Timing
Orders will be shipped within 72 hours after receipt of payment. You will be notified promptly if your ordered item is out of stock. Bike delivery takes approximately five to seven business days, and the carrier will call you to schedule an appointment for delivery once the bike has reached the distribution terminal in your area. Please make sure that your order includes a valid phone number where you can be reached during normal business hours. You may incur storage charges if a carrier is unable to reach you once your bike is at the distribution terminal in your area.
Damaged Goods and Product Defects
It is your responsibility to examine all products and all boxes and other packaging materials immediately upon receipt. Note any concerns, no matter how small, on the bill of lading before the carrier is allowed to depart. After your initial inspection, please be sure to inspect your bike in detail within 48 hours after delivery for any freight damage, as we are required to notify our carriers of any problem within 48 hours after delivery. If anything you receive from RealRyder appears to be damaged, incomplete or otherwise defective, please follow all instructions contained in this policy, and if you have any questions please contact us as soon as possible. We ask that you save all packing materials in case we need to inspect them at any point. Where we need you to return a defective item, RealRyder will refund to you your shipping costs to return the item to us once we have confirmed that the returned item is in fact defective. We offer refunds or exchanges for defective items that are returned to us in accordance with this policy, and in some cases we may be able to offer exchanges for items that have not been opened or used and are returned to us like new. Our requirements for you to obtain a refund or an exchange are set forth below.
All returns must be made within 30 days after you receive the product, and must be made in accordance with the following return policy:
If you need to return a bike, you must have received prior authorization and a Return Merchandise Authorization (or “RMA”) number from RealRyder. You can call RealRyder customer service at 800-976-6280 or email RealRyder at email@example.com to obtain an RMA. If you return a bike without having obtained an RMA, we will not process the return, and you will be responsible for all shipping and other charges incurred in connection with the return.
Once received and inspected, we will gladly exchange the returned bike, issue a credit toward a future purchase, or issue a refund. Outbound shipping charges are not refundable.
Returned bikes must be properly and securely packed in their original shipping materials and we must receive them in "as-good-as-new" condition.
If you wish to return clothing or other non-bike items purchased from RealRyder, these items must be returned in original condition and in their original packaging. Any returned clothing must be unworn and unwashed, and have all original tags. If you are returning items because of defects, please be sure you have described the defects so we know what to look for when we receive your returned items.
All returns are subject to a 20% restocking fee, which we will be entitled to charge to you (or deduct from any refund due to you) at our sole discretion. Any returns that we determine we are not able to sell as new will be evaluated for refunds on a case by case basis. Otherwise, if you have indicated that you want a refund for your returned item(s), we will issue that refund once we have confirmed your compliance with the requirements of this policy. Refunds for credit card payments will be issued directly to the card you used to make the original purchase; if you have paid by check, then we will send your refund by check within approximately 30 days after we have determined that you are entitled to receive a refund.
We would be happy to provide exchanges for any new and unused products that you want to replace with a product of the same or similar value; you simply need to contact us to request the exchange within 30 days after you receive the product, and then promptly return the product to us. We do not pay or reimburse return shipping charges for exchanges, but we will not charge you for the shipping costs to send the new product to you. Where the exchange is for a product of lesser value, please allow one billing cycle for a credit reflecting the difference in price to appear on your statement.
If your order is a gift and the recipient wishes to return or exchange it, please ask him or her to follow the above return or exchange instructions described above.
If you place an order for which delivery is refused or that we are otherwise unable to deliver, we will be entitled to charge you, in our sole discretion, a 20% restocking fee, in addition to all applicable shipping charges that you are obligated to pay.
Pricing, Payment & Billing
All prices shown are in U.S. dollars only, and our prices are subject to change at any time and without notice. If you purchase a product that goes on sale or has a price reduction within 14 days after your date of purchase, please contact us and we will be happy to refund the price difference to you. Our acceptable payment methods are shown on the checkout page when you go to purchase a product; if you want to pay by a method that is not shown, please contact us by phone and we will do our best to accommodate your request. RealRyder is required to collect sales tax in the state of California, at the rate in effect at the time your order is shipped. Any applicable state tax will be calculated and included during the ordering process. RealRyder reserves the right to cancel any orders that appear fraudulent without notice and without any further obligation to the ordering customer. If you believe your order was incorrectly canceled, please contact RealRyder customer support by telephone to discuss.