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Home / Customer Service

Customer Service

Contact Us

As a small, specialized Bicycle Products company, we’re always on the move. Bicycle races, rides, charity events, trade shows and dealer service keep us busy serving cyclists. We’re happy to hear from you, but we don’t maintain regular hours by the phone. No matter where we are you can reach us quickly through our contact form below. We’ll get your message and be sure to get back to you as quickly as possible. (we’ve even been known to respond mid-ride!)

Please don’t hesitate to Contact Us.

Dealer / Distributor Inquiries

Prestacycle welcomes and services Bicycle Dealers and Distributors. We believe in the Local Bike Shop as the cyclist’s most valuable resource, and feel it is the heart and soul of the cycling industry. You will find our industry-standard sales and support a valuable asset to your cycling business.

Dealers are invited to join us … please Register or send us an Inquiry.

Interested in seeing where you can find Prestacycle near you? View our full list of bike shops here.

Payment Methods

We accept Visa, Mastercard, American Express and Discover Credit Cards. We can also process an “echeck” from your checking account. We also accept money orders and certified/bank checks by mail. To send payment by mail, please contact Customer Service for an invoice and details.

Credit Card Payments

We use PayPal as our Credit Card processor. It does not require any sign-up, registration or membership. We feel PayPal offers a Higher level of security than other credit card processors. With most credit card processors, three (3) parties see your credit card number: You, the Bank and the Seller. PayPal takes the transaction from you directly. Once PayPal receives your payment, they send a separate transaction from them to the Seller. This means your credit card number is never exposed to the selling company’s employees or stored on their computer systems. Of course you can trust everyone here at Prestacycle. We just think it’s even better for us to be able to say we’ve never even seen a customer’s credit card number.

If you have any trouble or would prefer to submit your credit card number over the phone, please contact our Sales Department. Provide your phone number and the preferred time of day you can be reached.

Security

Our electronic Payment Processing is fully encrypted, so you can be certain that any personal or financial information you submit to our website will be secure and protected against hackers and other security threats. You can always use our site with confidence.

Order Acceptance Policy

Placement of an order online, or receipt of an email regarding an order confirmation, does not confirm acceptance of your order being accepted or processed. We reserve the right to limit item quantities, or to cancel orders based on availability or other factors. We do not accept orders from non-authorized re-sellers, dealers, importers, exporters, or other wholesale or related purchases.

International Orders

International shipments can only be made to a verified address. The buyer is responsible for all transport and related costs including duties, taxes, customs, etc. If an order is refused at the border of a country, the buyer is responsible for all costs related to the package coming back to us.

Order Cancellation

Orders can be canceled up until the time the order is shipped. Once an order has been shipped, it cannot be canceled any longer. To cancel an order, please contact Customer Service. Once an order has been sent out, shipping and delivery charges are not refundable.

Shipping & Handling

Shipping is provided using fast, inexpensive USPS Priority Mail or USPS Priority International service. Shipping costs are based on multiple factors including destination, weight, value, shipment type, and transaction fees. Certain destinations may have restricted shipment options, or additional fees may apply; in those cases we will contact the buyer prior to shipment.

Damaged/Lost/Missing Packages

If your package does not arrive by the expected date, please contact us so that we may initiate a tracer with the shipping company. Tracers may take up to 10 business days to resolve. If your package arrives damaged, please contact Customer Service so that we can initiate a claim with the shipper. Deliveries that have not had damage reported after 7 days may be denied, so please let us know about any damage right away. Please keep the original shipment box and all original product and packing material, so the shipper can come to inspect them, if necessary. All details regarding individual claims or traces will be handled with the customer on a case-by-case basis.

Warranties/Repairs

All our products are covered by a full warranty. Please see product specifications for details. Out-of-warranty service and parts are also available. Please contact Customer Service for your service needs. Parts are available on our purchasing page.

Returns

We accept returns and exchanges within 30 days of receipt. To make a return, contact Customer Service for an RMA number and return details. All returns must be in original condition, with all original boxes, manuals, parts, plastic bags, and all related packaging. There can be no writing, tape or other objects on the manuals, or product box/packaging. Returned products cannot have any signs of wear, damage, or usage. All UPC codes must be intact; product boxes cannot have been cut or damaged. All returned items must be shipped in a larger shipping box, do not put any mailing labels directly on the product boxes. Shipping charges are not refundable. Use a return shipping method that provides a tracking number and insurance. We do not accept COD or freight collect deliveries. Returns may be subject to a 10% restocking fee. We cannot issue refunds until your return is received and has been inspected for condition.

Typographical Errors

Although we do our best to keep all the information on our site accurate and up-to-date, we are not responsible in cases where inaccurate information is displayed. In such a case, we will do our best to update the information in a timely manner. In a case where an order has been placed based on a typographical error, we will contact the purchaser to inform them of the issue, and the customer will be offered the option of canceling their order at no charge, or revising their order based on the correct information.

Copyright and Trademark

All content on this site, including the site itself, is owned by Prestacycle, LLC. No permission is given to reproduce any of the information on this website, including but not limited to images, specifications, graphics, logos, etc. The content on this site is only provided for representation of the products shown therein. All rights not specified are reserved.

Where we are

Our facilities are located in Upstate New York, USA.  We’re right at the intersection of the Adirondack, Catskill and Green Mountains.  Our location for product design, assembly and order fulfillment is not a retail or consumer location. We do not have facilities for a Company visit, however you might be able to meet us on a ride? We’re right on the Mohawk Towpath Scenic Byway. A series of connecting historic routes designated as Bike Routes and connecting to the Riverway Bike Trails throughout the Albany/Schenectady/Troy NY Capital Region.