FAQ

Have questions? We can help! Below, you'll find answers to lots of common questions about sizing, purchasing, warranty, and so forth. If you have any other questions please don't hesitate to contact us!

SIZING AND FIT INFORMATION

All of our models have a carefully-considered sizing guide on their product page. Near the sizing guide you can also find our how-to-video, which'll show you how to properly measure your inseam.

For extra reassurance, you can also take our three-question Size Finder quiz.

If you're still unsure of sizing, or just want confirmation that you’re making the right choice, give us a call at 800.631.0630, live chat with a team member, or contact us. You can also schedule a call with our Bike Concierge.

We understand that a bicycle is a big investment, and we want you to be 100% confident your choice.

Our bikes have been safety-tested up to 275 lbs.

BEFORE I BUY

We are so excited to welcome you into the Brooklyn Bicycle Co. family. There are several factors to consider when choosing your new ride.

We highly recommend reading our Bike Buying Guide, along with watching the video. You'll want to consider your preferences on things like frame style and gearing range, and take into account how you'll be using your bike, and on what terrain.

We also recommend taking our Bike Finder Quiz which will point you in the right direction based upon your considerations.

And finally, it's important to note that bike sizing is not universal across brands, nor across models. Each bike has a unique geometry which means different sizing. Please consult the sizing guide recommendations on each model page.

If you have any questions or hesitations, please contact us for personalized guidance and we'd be more than happy to assist!

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

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.

We would never ask our customers to assemble a bike by themselves - that’s why we devised our Buy & Ride program. 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, long before you hit the pavement.

If you have a local shop in mind when making your purchase, we would love to hear about them! Shoot us an email including the shop's name and address ASAP after making your purchase. We’re sure your local shop would appreciate their customers asking for them by name, and while we can’t guarantee shipment of your bike to that particular shop, we will absolutely look into the recommendation! (For example, if we have an established dealer in your area, we'd want to do right by them and give them your business.)

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 registering your warranty. This will expedite the processing of any claims you may make. If you have a warranty question or concern, please submit a support request.

Each of our product pages list in-depth individual bike specs allowing you to make an informed purchase.

We are so excited to hear that you are purchasing a bicycle as a gift. A bike is an awesome gift that isn't just an item to unwrap, but an experience to enjoy!

When purchasing a bicycle for someone, the first and most important thing to find out is their height and inseam to ensure proper fit of the bicycle. If you have questions regarding sizing, please give us a call at 800.631.0630 - we'd love to help!

Be sure to keep in mind color choice when purchasing a bicycle as a gift. Our bikes will last years to come, so we recommend you find out the recipient's color preferences. If you are unsure about which color to choose or are trying to keep the gift top-secret, we recommend going with a more neutral color like Ivory or Black.

Please take note of our Return and Exchange Policy before purchasing a bicycle as a gift. Returned and exchanged bicycles incur a $200.00 USD restocking fee. We understand that a restocking fee of $200.00 may seem excessive, however we pay to have the original bike shipped and assembled to your local bike shop, then disassembled and shipped back to us. We then pay to have the new bike shipped and assembled. All of this is included in the flat restocking fee.

Not sure where to start with gifting a bicycle? That's okay - we also offer gift cards! The gift card will be delivered electronically immediately to the recipient's e-mail address along with your personalized message. Our eGiftCards are available in denominations ranging from $50 - $1,000 USD. eGiftCards can be printed, although it is not necessary to do so for redemption. Please note gift cards are nonrefundable.

PURCHASING ONLINE

Great question! We ask for your shipping address for two specific reasons:

1. We use your shipping zip code to find the closest dealer or partner bike shop to you. If there isn't a local dealer near you - no worries! Our Buy & Ride program ensures that we will find a well-reviewed, reputable, bike shop near you for local assembly.

2. All accessories will be shipped directly to the shipping address on your order so it's imperative you provide a valid and current shipping adress. Please ensure you correctly input your email address and phone number at the time of checkout. If you need to edit this information on your order, please contact us.

We use your email address to send you important information regarding your order. This includes an order confirmation email with your receipt, shipping information, and pickup information.

We ask for your phone number for pickup and order verification purposes only. Once your bike is ready, you may receive a call or text from the assembling bike shop.

Please ensure you correctly input your email address and phone number at the time of checkout. If you need to edit this information on your order, please contact us.

You will receive an email confirmation shortly after placing your order. Please ensure you input your correct email address and phone number at the time of 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, and we recommend you save these emails for your records.

Call us at 800.631.0630 as soon as you realize something’s amiss, and we’ll do our best to help you! Please be aware that our team processes orders very quickly, so time is of the essence. Please also note since every order is treated as a firm order and inventory is being allocated, cancellations will incur a 5% cancellation fee. That's absolutely not made to be punitive, it just covers the cost of processing fees that we have incurred on your transaction. If you are uncertain about the bike that may be right for you, please reach out to us prior to placing your order or pre-order.

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

In an effort to protect our valued customers from fraud, all orders are subject to verification. If you receive an order verification email, please follow the instructions in the email. If you have any questions regarding the order verification process, please give us a call at 800.631.0630. If our team does not hear back from you within three (3) business days, your order may be canceled.

We accept Visa, MasterCard, American Express, Discover, Amazon Pay, and Brooklyn Bicycle Co. Gift Cards.

We also offer financing through Affirm, which offers 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 contact us or call us at 800.631.0630.

Sales tax is calculated for each purchase based on the state to which the order is shipped. We currently collect state and local sales tax on orders which are only shipped to an address in the state of New York. Orders placed in New York, but shipped out-of-state, are not subject to sales tax.

Sales tax is subject to change at any time.

Though we do our best to keep sufficient stock on our bicycles and accessories, we do occasionally sell out of items. If we are out of stock on an item that you've ordered, you will be notified via email the anticipated date the item should be back in stock and given the option of selecting an alternative or a refund.

During checkout, enter your promotional code in the "Gift Card or Discount Code" line. Please note that promotional codes are case sensitive, so please enter it exactly as it appears including uppercase or lowercase numbers. Be sure to avoid including a space before or after the promotional code, which can sometimes happen if you cut and paste it from an email.

Promotions and sales pricing are not valid on previous purchases, gift cards, taxes, or shipping, and may not be combined with any other coupons, discounts, or offers. Promotions are subject to change at any time. All items purchased with a promotional code or coupon are final sale.

We will gladly honor a one-time price adjustment on full-price items within seven days of your purchase. Items not purchased at full price are ineligible for price adjustments. Orders already placed with a coupon or promotion are also ineligible for additional discounts. Promotions and coupons cannot be applied to previous purchases.

TRACKING & SHIPPING

We ask for about 14 business days, simply because there are factors out of our control which impact timing-- such as carrier transit times and assembly schedules at your local bike shop. While we ask for 14 business days, more often than not, you'll be riding sooner.

Please note that business days exclude holidays and weekends.

We do not typically share tracking information on bikes as it's not an accurate representation of when your bike will be ready for pickup. Instead, we ask for about 14 business days (excluding holidays and weekends) from the time of shipment to the time you'll be riding. Once your bike is ready for pickup, you will be notified with pickup details.

All accessories on your order will ship directly your shipping address. You will receive a tracking number for all accessory shipments. Please note we cannot accommodate shipment to the assembling bike shop, and we do not cover the cost of professional installation should you choose to get your accessories professionally assembled.

At this time, we only ship within the contiguous United States. If you're located elsewhere, we recommend entering your address on our Store Locator to check if there are any bicycle shops near you that carry our brand.

Please note we cannot accommodate shipment to freight forwarders.

We ship via FedEx Ground, UPS Ground, or USPS to the contiguous US. Accessory shipping speeds vary depending on warehouse availability, your shipping destination, and the accessory you've purchased.

We are unable to accomodate international shipping or shipping to freight forwarders.

BICYCLE PICKUP

You will receive an email and/or a phone call when your bike is ready for pickup. Sometimes our emails end up in junk or spam folders, so be sure to check these for an email from us!

Please bring a government issued I.D. to your local bike shop when you pick up your order. You may also be asked to show your email confirmation that your order is ready for pickup. If someone else is picking up your order on your behalf, please notify our team ahead of time.

We recommend you register your warranty. Please note your warranty is activated upon professional installation of your bike. Additionally, please note we do not capture serial numbers; we will only have your serial number on file if you register it with us. Your serial number can be found stamped into your frame's bottom bracket underneath where the pedal arms pass through.

The serial number of your bike is stamped under the bottom bracket of the bike. To find it, simply 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 it's not a sticker; the numbers are stamped directly into the metal. You can read more about how to locate your serial number via our journal post on the topic. If you have questions, feel free to give us a ring at 800.631.0630, and we'll walk you through it.

In an effort to decrease bicycle theft, there are several options available for bicycle registration. The greatest chance of recovering a stolen bicycle is by having a registered serial number. We strongly recommend registering the serial number of your bike with us.

RETURNS & EXCHANGES

We can usually resolve any issues without resulting in a return so please reach out to our customer service team with any issues. If a return is necessary, please note returns must be received within 30 days of your purchase date (or within 30 days of shipment date for backordered items only). Returned and exchanged bicycles that were purchased directly from Brooklyn Bicycle Co. incur a $200.00 USD restocking fee. All purchases on discounted bicycles or during promotional periods are final sale.

Please note Final Sale items may not be returned nor exchanged.

We understand that a restocking fee of $200.00 seems excessive, however we pay to have the original bike shipped and assembled to your local bike shop, then disassembled and shipped back to our showroom. The $200.00 restocking fee helps us absorb some of those costs.

Brooklyn Bicycle Co. will accept returns of new, unopened, and unused and/or defective merchandise by mail. Please note that returns must be initiated within 30 days of your purchase (or within 30 days of shipment for backordered items only).

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 contact us regarding your return. We will provide you with a Returns Authorization Number, which you are required to write on the outside of your package to expedite your return process.

Please note any items included in a sale, or purchased with a promotional code, are final sale. Please note any promotional items you may have received separately must also be returned in new condition with your return, otherwise the retail value will be deducted from your refund amount.

Due to hygienic reasons, please note helmets and hats are final sale, and are ineligible for returns or exchanges.

Please contact us for a Returns Authorization Number and return shipping instructions. Once you've obtained that, please carefully package your item(s), in the original condition, and clearly mark your package your Returns Authorization Number. Please note we are unable to provide return shipping labels.

Refunds are submitted within 1-3 business days upon our Returns Department's receipt of your shipment. The amount of time that it will take to receive the refund depends on the method of payment on the order and your banking institution. We typically see funds returned between 7-10 business days.

If you order or pre-order has not shipped, please reach out to cancel. Our team processes orders quickly, but we will make every effort to catch it before it goes out the door. Please note since every order is treated as a firm order and inventory is being allocated, cancellations will incur a 5% cancellation fee. That's absolutely not made to be punitive, it just covers the cost of processing fees that we have incurred on your transaction. If you are uncertain about the bike that may be right for you, please reach out to us prior to placing your order or pre-order.

ABOUT US

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.

Still not sure about our bikes? Check out our Factory page for a peek inside our manufacturing facilities.

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—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.