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!

SIZING AND FIT INFORMATION

+WHAT SIZE BIKE IS BEST FOR ME?

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 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:

Bedford Sizing Guide

Franklin/Willow Sizing Guide

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 or shoot us an email. 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 YOUR BIKES?

Our bikes are safe for anyone under 300 lbs.

+HOW MUCH DO EACH OF YOUR BIKES WEIGH?

Brooklyn Bicycle Co. bikes weigh anywhere from 24 to 35 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.

Bedford Single Speed weighs about 26-27 lbs

Bedford 3 weighs about 28-30 lbs

Bedford 7 weighs about 28-31 lbs

Calyer weighs about 31 lbs

Driggs 3 weighs about 33-34 lbs

Driggs 7 weighs about 35 lbs

Franklin Single Speed weighs about 30-31 lbs

Franklin 3 weighs about 31-33 lbs

Franklin 7 weighs about 31-33 lbs

Lorimer weighs about 28-30 lbs

Roebling weighs about 28-30 lbs

Willow 3 weighs about 32-33 lbs

Willow 7 weighs about 33-35 lbs

Wythe weighs about 24-27 lbs

GENERAL QUESTIONS

+DO YOUR BIKES COME WITH A WARRANTY?

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 email us at warranty@brooklynbicycleco.com.

+WHERE DO I FIND MY BIKE'S SERIAL NUMBER?

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 again, it's not a sticker; the numbers are stamped 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.

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.

+WHERE CAN I PURCHASE BROOKLYN BICYCLE CO. BIKES?

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 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?

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?

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 name of the shop, and if possible, their address, within 24 hrs of 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).

+CAN I JUST PICK MY BIKE UP FROM YOU GUYS IN BROOKLYN?

We don’t actually have a storefront 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?

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.

+WHERE CAN I FIND ALL OF YOUR BIKE SPECS?

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

+WHAT IF THE ITEM I WANT IS SOLD OUT?

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, or we'll suggest an alternative!

PURCHASING ONLINE

+WHAT ARE MY PAYMENT OPTIONS?

We accept Visa, MasterCard, American Express, Discover, Amazon Pay, PayPal, 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 email us or call us at 800.631.0630.

+DO I HAVE TO PAY SALES TAX?

Continental US Orders - 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.

Canadian Orders - GST & HST will be added to all order shipping to Canada.

Sales tax is subject to change at any time.

+IF I'M PURCHASING A BICYCLE, WHY ARE YOU ASKING FOR MY SHIPPING ADDRESS?

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. When you purchase accessories which require additional assembly, we will ship them to the local bike shop along with your bicycle. When you purchase accessories which DO NOT require additional assembly, they will be shipped directly to your shipping address.

+WHY DO YOU NEED MY EMAIL ADDRESS?

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.

+DO I HAVE TO GIVE YOU MY PHONE NUMBER?

Absolutely not! If you don't feel comfortable sharing your phone number with us - that’s okay! We provide the option for you to share your phone number for pickup purposes only and do not share this information with anyone else (unless you are ordering a bike through one of our dealers - for pickup purposes ONLY).

+WHAT HAPPENS IF I PURCHASE AN OUT OF STOCK ITEM?

Though we do our best to keep sufficient stock on our bicycles and accessories, we do occassionally 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.

+WHAT ARE YOUR SHIPPING OPTIONS FOR ACCESSORIES?

We ship via FedEx Ground, UPS, or USPS to the contintental US and Canada. Accessory shipping speeds vary depending on warehouse availability, your shipping destination, which accessory you've purchased, and whether you've purchased it along with a bike.

Please note at this time there are some accessories that are not available to ship to Canada. If an item is unavailable to ship to Canada, this will be indicated on the product page.

+HOW DO I KNOW MY ORDER WENT THROUGH?

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?

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 we try to ship orders as soon as possible, and you will be responsible for all shipping charges associated with an 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?

When you purchase a bicycle, we will contact you within three (3) days of your order to notify you of shipment. Be sure to check your spam and junk mail folders in order to ensure you receive your email. Shipping time varies depending on customer location and warehouse availability. Additionally, we do not have control over the build schedules at our partner shops, so we ask that you kindly allow 10-14 business days between order and pick-up.

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

+HOW DO I APPLY PROMOTIONS AND COUPONS?

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 sometimes happens 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.

+WHY DID I RECEIVE AN ORDER VERIFICATION EMAIL?

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.

RETURNS AND EXCHANGES

+WHAT IS YOUR RETURN POLICY FOR BICYCLES?

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 if necessary, please note returns must be initiated within 30 days of your purchase date (or within 30 days of shipment, for backordered items only). Returned and exchanged bicycles incur a $150.00 USD restocking fee. All purchases on discounted bicycles are final sale.

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

+WHY DO YOU HAVE A $150.00 RESTOCKING FEE?

We understand that a restocking fee of $150.00 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 office. All of this is included in the $150.00 restocking fee.

+WHAT IS YOUR RETURN POLICY FOR ACCESSORIES?

Brooklyn Bicycle Co. will accept returns of 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 email us at customerservice@brooklynbicycleco.com regarding your return. We will provide you with a return authorization number, which you are required to write on the outside of your package to expedite your return process.

+HOW DO I RETURN MY ACCESSORY ITEM(S) BY MAIL?

Please carefully package your item(s), in the original condition, and include a note with your return authorization number.

Ship the merchandise using one of the following options below:

Option 1: Return the package on your own

1. Package your item(s)

2. Select a carrier to ship your items (USPS, UPS, FedEx)

3. Pay the return postage at the time of shipping

4. Ship to the address below:

Brooklyn Bicycle Co.

Attn: Returns Department

61 Greenpoint Ave

Suite 638

Brooklyn, NY 11222

Option 2: Request a Prepaid Return Label

We understand that going to the post office might not be a top priority, so if you would like a prepaid return label - you may request us to send one to you via email. We will deduct the shipping fee from your return credit.

Print the return label and place securely on your package.

Deliver package to the carrier's local drop off.

+HOW LONG WILL IT TAKE TO RECEIVE MY REFUND?

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.

IN-STORE PICKUP

+HOW DO I KNOW IF MY BIKE IS READY FOR 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!

+WHAT DO I NEED TO BRING TO PICK UP MY ORDER?

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.

GIFTING A BICYCLE

+PURCHASING A GIFT?

AWESOME - Here are some things you should know!

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 pant 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 $150.00 USD restocking fee. We understand that a restocking fee of $150.00 seems unfair, however we pay to have the original bike shipped and assembled to your local bike shop, then disassembled and shipped back to our office. We then pay to have the new bike shipped and assembled. All of this is included in the $150.00 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 of $25, $50, $100, $250, $500, and $1,000 USD. eGiftCards can be printed, although it is not necessary to do so for redemption. Please note gift cards are nonrefundable.

ABOUT US

+DO YOU HAVE A STORE?

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 a cup of coffee and a quick ride around the neighborhood on one of our office bikes.

+WHERE ARE YOUR BIKES MADE?

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.

+WHY AREN'T YOUR BIKES MADE IN BROOKLYN?

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.

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