We strive for 100% customer satisfaction. We’ve had satisfied customers from day one, with literally 2 or 3 returns since 2003. We provide unique, high-quality products, and generally side with the customer whenever there’s a customer service issue.
We request payment at the time of purchase and require it before shipping. For all orders under $5000 we accept Credit Card, PayPal, Bank Transfer, Cash or Check. For purchases of more than $5000, please pay by check or contact us to arrange a bank transfer.
Orders will not be processed until payment is received.
If this policy inhibits your ability to purchase an item or service from Rock the Bike, please call us directly at 1-888-354-BIKE. We would like to get you riding, glowing and blending and will work with you to establish a secure payment method.
1. Cash payments: Best delivered in person. If you are unable to visit our shop, please send us a money order or certified check which can be obtained at your bank or post office.
2. Checks: By far the best payment method. You are welcome to send us a personal check through the mail, allow 2 weeks after receiving the check to process, fulfill the order, and ship.
3. Credit Card: We accept Visa, Mastercard, American Express or Discover. We need the following information:
To get us the information, you can:
We offer a 30 day money back guarantee for all stock products if they are returned in a like-new condition. The cost of shipping is non-refundable. Please ship your return using the original box and packing.
For items returned after 30 days, we approve returns on a case-by-case basis after review of your account. Please call our customer service department for review of your order. For all returns accepted after 30 days, a 20% re-stocking fee will be assessed.
We work hard to make custom products that fully satisfy your needs. If an issue arises with a custom made product, please contact us so we can fix the problem or reach a happy resolution.
Ship returns to:
1336 Channing Way, Suite B
Berkeley, CA 94702
We don’t mess around on online security either. We maintain a valid, current SSL certificate. This is what enables us to put a portion of our web site, the portion in which we handle credit cards, behind “https://” encryption system. And our web host, www.inmotionhosting.com , is very much at the top of their game, security wise, and seems to have a top notch 24/7 IT department.
Please note that our 888 number occasionally routes to a cell phone. We have never had an issue regarding this, but if you don’t want to provide payment information over a cell phone line, please ask us to call you back from a land line.
International Shipping: We ship anywhere FEDEX/DHL Express ships to Internationally. We strive to include Customs time to ensure your product arrives by your deadline. For Down Low Glow customers, our international option includes a 220 Volt charger. International shipments take anywhere between 2-10 days.
Shipping Deadline: We ship approximately 2-3 times per week, not every day like larger online retailers. This means that if you want something by a certain date (events, birthday, etc.) you should select ‘Express Shipping’ on check out and write a note along with your purchase explicitly detailing what the deadline is and when. Example: “Pedal Power Assembly: 10/15/2012.” If we can’t make it happen we’ll tell you. If you select Express Shipping and specify a deadline we can’t meet without upgrading you to FEDEX overnight service, we will call you and ask permission to add an additional charge to your purchase.
Express Shipping: If you choose ‘Express Shipping’ and don’t provide a deadline, we’ll still bump your order to the head of the cue and ship by priority mail (2-3 days anywhere in the country.) Express shipping is also available for International orders.