Rock the Bike's Store Policies

We strive for 100% customer satisfaction. We provide unique, high-quality products, and generally side with the customer whenever there’s a customer service issue.

 

90-Day Fender Blender Guarantee

For whatever reason, if you’re not satisfied with your Fender Blender or Spin Art purchase in the last 90 days please give us a chance to make it right. Call (toll-free) 1-888-354-BIKE or email us through the contact page, and we will either refund your purchase and help you return the item you don’t want, or find a creative, positive way to resolve your issue.

Rock the Bike does not supply shipping labels for returns.

30-Day Storewide Guarantee

If you’re not satisfied with something you purchased in the last 30 days, for any reason, please, give us a chance to make it right. Call (toll-free) 1-888-354-BIKE or email us through the contact page, and we will either refund your purchase and help you return the item you don’t want, or find a creative, positive way to resolve your issue.

Rock the Bike does not supply shipping labels for returns.

 

Payment Terms & Policies

We request payment at the time of purchase and require it before shipping. For all orders under $5,000 we accept Credit Card, PayPal, Bank Transfer, Cash or Check. For purchases of more than $5,000, please pay by check or bank transfer.

Payment should be made in US Dollars, or at the daily exchange rate. All invoices/estimates/sales receipts are in US Dollars.

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:

  1. The 16 digit credit card number
  2. The expiration date
  3. The billing address of the card
  4. Name on card
  5. The 3 digit CCV code from the back of the card

To get us the information, you can:

  1. Call us M-F 9:30am – 6pm PCT, 1-888-354-BIKE (2453) OR 510-548-2453
  2. Contact us via google chat: rockthebike@gmail.com
  3. Leave your credit card details on a secure bulletin board and then notify us that you have done so. Bulletin board: https://ww7.aitsafe.com/mbrd.htm?usr=9065386
  4. Use our CC Authorization Form. Please email customerservice@rockthebike.com for the form.

4. PayPal: To pay using your paypal.com account, send payment to payments@rockthebike.com. Include your invoice/estimate number.

5. Wire Transfer. To ay via Wire Transfer or International Bank Transfer. Please email us at customerservice@rockthebike.com to get details.

6. Intuit Payment Method: For US Customers Only! Make Payment though Intuit Payment Method at https://ipn.intuit.com, or by clicking the custom link included in your invoice email.

 

Return Policy

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:

Rock the Bike
ATTN: Returns
6323 SAN PABLO AVE
OAKLAND, CA 94608

 **Rock the Bike does not supply shipping labels for returns.

Credit Card Security

We take your credit card security seriously. We will not store your 16-digit credit card info, even for repeat customers. We cannot access credit card numbers through our online store, either. If we believe there is a fraudulent charge through our online store we will call you to verify your account information with your bank.

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 888-354-BIKE 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.

 

 

Shipping Options and Policies

We try to give you the best value in shipping for your Rock The Bike purchases. Our basic shipping is through FEDEX, and we pass our savings on shipping to our customers. We strive to make our shipping timely and affordable for you.

If you have an event deadline on a product you purchase online, please include the event date during checkout as a comment on your order. We are not responsible for the late arrival of an order if you have not shared the deadline with us.

International Shipping: We ship anywhere FEDEX/USPS/DHL ships to Internationally. We strive to include Customs time to ensure your product arrives by your deadline, however this is not always possible. For Down Low Glow customers, our international option includes a 220 Volt charger. International shipments take anywhere between 2 – 10 days. Please be aware that all international import tariffs & duties are the responsibility of the customer and may be due upon receipt of the product or may be billed to the customer by the shipping company.  Rock The Bike can not estimate these charges – please contact your government office for import tariffs & duties.

Shipping Deadline: We ship every day; however, some products are built to order. This means if you want something by a certain date (events, birthday, etc.) you should write a note along with your purchase explicitly detailing what the deadline is and when. Example: “Pedal Power Assembly: 10/15.” If we can’t make it happen with Ground shipping we’ll tell you that we need to upgrade you to Express shipping. 

Express Shipping: Express shipping requires putting your parcel on a plane, which has greater environment impact than in a truck (Ground). If you choose ‘Express Shipping’ and don’t provide a deadline, we’ll downgrade you to Ground and reimburse you the difference. If you do have a deadline we’ll do our best to get your order out the door sooner so it can go Ground.

Pallet Shipping: For those customers that prefer their bike(s) to arrive ready-to-blend we offer pallet shipping. We have a pallet packaging fee of $120 for one pallet or $150 for two. Pallet shipping will arrive on the date you specify, and even the time you specify (if you desire). Shipping companies do charge extra if your destination is a limited-access location (schools, for example), a residence, or requires a lift-gate (if there is no loading dock).

 

 

Customer Service

If you need assistance with any of your Rock the Bike products please contact us at customerservice@rockthebike.com, or call our toll-free number at 1-888-354-BIKE. We will get back to you in a timely manner.

 

We are closed on the weekend and advise you to install or assemble your products the week before your event so we can help solve any problems that may arise.

 

Privacy Policies

Rock the Bike has never sold the names or email addresses of our customers or online community members to any 3rd party. If we hear of cool web sites, email lists, etc., we will let you know in a ‘opt-in’ way. Do not worry that you will receive email from unknown third parties.

 

Warranty

The various products in our online store have different warranty policies. For Rock The Bike products including our most popular product, the Fender Blender, you have a 2 year warranty for defects in the product. This warranty does not cover lost or damaged items.