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Have questions? We can help! Below, you'll find answers to lots of common questions about sizing, purchasing, warranty, and so forth. Please look through these before contacting us directly. In the event you come up empty-handed, email us at customerservice@brooklynbicycleco.com, and we'll do our best to get everything sorted. Thanks!

CHOOSING A BIKE

  • WHAT SIZE SHOULD I GET?
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  • Rule of thumb for Franklin & Willow models: If you’re shorter than 5’6”, you’ll want a Small/Medium. If you’re 5’6” or taller, you’ll want a Large.

    Rule of thumb for Bedford & Driggs models: If you’re shorter than 6’, you’ll want a Small/Medium. If you’re 6’ or taller, you’ll want a Large.

    You can take a more specific look at our carefully-considered frame design in the sizing guides below:

    Franklin/Willow Sizing Guide

    Bedford/Driggs/Calyer Sizing Guide

    Wythe Sizing Guide

    Roebling Sizing Guide

    Lorimer Sizing Guide

    If you still need help or just want reassurance that you’re making the right choice, give us a call at 800.631.0630. We understand that a bicycle is a big investment, and we want you to be comfortable in your choice.

  • WHAT IS THE WEIGHT LIMIT ON ONE OF YOUR BIKES?
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  • Our bikes are safe for anyone under 300 lbs.

  • HOW MUCH DO YOUR BIKES WEIGH?
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  • Brooklyn Bicycle Co. bikes weigh anywhere from 22 to 33 pounds. Bikes with fewer gears are on the lighter end of the spectrum, while bikes with more gears and accessories will weigh a bit more.

  • WHERE CAN I FIND ALL YOUR BIKE SPECS?
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  • Each of our product pages lists in-depth individual bike specs, so you can make an informed purchase.

  • DO YOUR BIKES COME WITH A WARRANTY?
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  • They absolutely do. Brooklyn Bicycle Co. frames are warrantied against manufacturing defects for the life of the original owner, while parts and hardware are guaranteed for one year after purchase. This warranty is non-transferrable and covers only manufacturing defects, not user-incurred damage, unforeseen accidents, and/or everyday wear and tear.

    If you’ve already purchased one of our bikes, we recommend you register your warranty to expedite any eventual claim you might make. If you have a warranty question or concern, email us.

PURCHASING

  • WHERE CAN I PURCHASE?
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  • Brooklyn Bicycle Co. bikes are available in-store throughout the US & Canada. Use our dealer locator to find a shop near you. And don’t worry if you don’t see a shop in your area; wherever you are, we’ll contact a local dealer and arrange for your bike to be built at no extra charge to you. That’s our Buy & Ride program.

  • WHAT IF THERE ARE NO DEALERS IN MY AREA?
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  • You can still purchase a Brooklyn Bicycle! No matter where you are, we will contact a local shop and arrange to have your bike built at no extra charge to you. That’s our Buy & Ride program.

  • CAN I HAVE MY BIKE SHIPPED TO A SHOP OF MY CHOOSING?
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  • If you have a local shop in mind when making your purchase, we would love to hear about them! Shoot us an email within 24 hrs of making your purchase and include the name of the shop (and their address, if you have it). While we can’t guarantee shipment of your bike to that particular shop—if we have an established dealer in your area, for example, we want to do right by them and give them your business—we will absolutely look into the recommendation, and we’re sure your local shop would appreciate their customers asking for them by name.

  • CAN I JUST PICK MY BIKE UP FROM YOU GUYS IN BROOKLYN?
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  • We don’t actually have a store of our very own—which is why we partner with shops across the country to carry our line—and why it isn’t possible to pick up your bike directly from us.

  • WILL I HAVE TO PUT MY BIKE TOGETHER, OR DOES IT COME ASSEMBLED?
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  • We would never ask a customer of ours to assemble a bike by themselves. That’s why we devised our Buy & Ride program—so that instead of arriving in pieces on your doorstep, your bike is shipped to a local shop, where professionals properly assemble it and make sure everything is perfectly adjusted for you well before you hit the pavement.

  • DO YOU SHIP INTERNATIONALLY?
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  • Delivery outside the US and Canada is not available through our online store—but shoot us an email or give us a ring at 800.631.0630, and we’ll see what we can do.  Please note that we are unable to facilitate the Buy & Ride program on international orders.

  • WHAT IF THE ITEM I WANT IS SOLD OUT?
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  • No worries!  When an item is sold out, the product page will give you the option to receive an email once that product is back in stock. You can also  email us or call us at 800.631.0630 with your order, and we'll take your payment information and ship your order when it's back in stock.

  • WHAT ARE MY PAYMENT OPTIONS?
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  • We accept Visa, MasterCard, American Express, Discover, and PayPal.

    We also offer financing through Affirm, which gives you the option to buy now and pay later.   

    We are unable to accept cash, checks, money orders, or credit cards issued by foreign (non-US and Canadian) banks. If you have questions about a method of payment not listed here, please email us or call us at 800.631.0630.

  • DO I HAVE TO PAY SALES TAX?
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  • Only if you’re shipping to an address in the state of New York. Orders placed in New York and shipped out-of-state are not subject to sales tax. Sales tax is subject to change at any time.

  • HOW DO I KNOW MY ORDER WENT THROUGH?
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  • You will receive an email confirmation shortly after placing your order. Please contact us if you do not receive confirmation within 48 hours. You’ll receive a follow-up email once your order ships. We recommend you save these emails for your records.

  • HOW DO I CHANGE OR CANCEL MY ORDER?
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  • Call us at 800.631.0630 as soon as you realize something’s amiss, and we’ll do our best to help you, but please be aware that we try to ship orders as soon as possible. You will be responsible for all shipping charges associated with any order that is canceled after it has shipped.

    If you’d like to return an order, check out our Return Policy.

  • WHEN WILL I RECEIVE MY BROOKLYN BICYCLE CO. PURCHASE?
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  • If you purchase a bicycle, we will contact you within three days of your order to let you know it has shipped. Shipping time varies depending on customer location, and we do not have control over the build schedules at our partner shops, so we ask that you allow 10 business days between order and pick-up.

    If you purchase an accessory, you should receive your purchase within 10 business days of your order.

  • WHAT IS YOUR RETURN POLICY?
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  • We can usually resolve any issues without resorting to a return, but if it does come to that, please note that returns must be initiated within 30 days of your purchase date (or within 30 days of shipment, for backordered items).

    Returned bicycles incur a $150 restocking fee.

    Shipping fees—both outbound and return—are non-refundable. If the item you are returning originally shipped for free, we will refund your payment less the current cost of shipping for similar items.

    Please email us regarding your return, and we will provide you with a return authorization number, which you must write on the outside of your return package.

  • WHERE DO I FIND MY BIKE'S SERIAL NUMBER?
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  • The serial number of your bike is stamped under the bottom bracket of the bike. To find it, flip your bike over, and focus your attention on the part of the frame where the right and left pedals connect in the middle. You may need a flashlight to see the number, as again, it's not a sticker; the numbers are etched directly into the metal. If you have questions, feel free to give us a ring at 800.631.0630, and we'll walk you through it.

ABOUT US

  • DO YOU HAVE A STORE?
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  • Nope. We’re just a group of hard-working individuals in a glassed-in office in Greenpoint, Brooklyn. We won’t have any bicycles to sell you, and sometimes the office is a tight squeeze, but if you’d ever like to come see where the magic happens, shoot us an email or drop us a line at 800.631.0630, and we’ll be happy to offer you some coffee, some popcorn (that’s right!), or a quick ride around the neighborhood on one of our office bikes.

  • WHERE DO I FIND MY BIKE'S SERIAL NUMBER?
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  • The serial number of your bike is stamped under the bottom bracket of the bike. To find it, flip your bike over, and focus your attention on the part of the frame where the right and left pedals connect in the middle. You may need a flashlight to see the number, as again, it's not a sticker; the numbers are etched directly into the metal. If you have questions, feel free to give us a ring at 800.631.0630, and we'll walk you through it.

  • WHERE ARE YOUR BIKES MADE?
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  • Our bikes are designed in Brooklyn—by our in-house team in collaboration with members of our Board of Advisors, a select group of industry experts—and manufactured in China and Taiwan.

  • WHY AREN'T YOUR BIKES MADE IN BROOKLYN?
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  • You might not know this, but there are almost no large-scale bicycle manufacturing facilities in the entire US—let alone in Brooklyn specifically. We would love to manufacture our bikes here in the US, but it’s not actually possible to get bicycle parts made here in the states. The only significant bicycle manufacturing process that takes place in the States is frame welding; the other 90% of any bicycle is coming from overseas. The way things stand, we are able to provide the most value by manufacturing every element of our products in one place.

    When it comes to quality, we are uncompromising, and after meeting with bicycle industry experts across the US and Europe, we came to the conclusion that the factories in China and Taiwan are the best the world has to offer. Close to 99% of new bicycles on the market are made and assembled there—and when you think about it, the people doing this kind of work day in and day out, and the factories turning out hundreds of bicycles a day are, logically, the most well-equipped for the job. We chose to work with manufacturers whom we believe surpass all others when it comes to superb craftsmanship and attention to detail, and we’re proud of that.

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