Customer Care

Orders

Ordering a bike
Our inventory is available to all Electra retailers so that you find the right bike for you when you want it. In order to give you the best possible riding experience, your retailer will need at least 24 hours to build and fine-tune your new bike before it is ready for collection or delivery. There are no additional assembly charges for bikes. You will be contacted once it is ready for pick-up or delivery.

Order status
To check the status of your order, please log into My Account for order and shipping information. You can also track your order through the tracking link in your shipping confirmation email. Don’t have an account? Create one today and receive free returns, a detailed order history and stay up-to-date on the latest and greatest from Electra.

Change or cancel order
Once you submit an order, it begins processing immediately and cannot be changed or cancelled. If you have changed your mind or would like to return your item, please follow our easy return process.

Order declined
If your order has been declined, please check with the financial institution that issued the credit card for additional information.

Retailer of choice
Sadly, a website can't fix a flat, tune your derailleur, put extra guac on your burrito or answer questions you may have about your ride. That’s why your local Electra dealers are geared up and ready to help. Plus, if you ship your order to one for pick-up, we’ll pay to ship it! Bonus!

Updating retailer of choice
You can update your retailer of choice anytime by logging into "My Account" and select "Update Preferred Retailer". To confirm your current retailer preference, select "Profile". Please be aware that you cannot change your retailer of choice once you have placed your order.

Shipping & Pickup

We are currently experiencing a high volume of orders on electra.trekbikes.com. Standard shipping, click & collect and home delivery orders may take longer than usual to be delivered. We are working hard to get your order to you as quickly as possible while continuing to ensure the safety of our colleagues, retailers and customers through social-distancing measures put in place by us and our delivery provider.

Please allow: 4-8 days for standard shipping on accessories
2-5 days for click and collect on accessories
5-9 days for click & collect & retailer home delivery bike orders


For click & collect and retailer home delivery orders, once your order arrives at your retailer they will contact you to arrange collection/delivery.

Electra.trekbikes.com offers three convenient delivery options:

Shipping Table

Ground:

Under $99	$15	Delivers in 2-7 business days
$99 or more	FREE

Expedited:

2-day	$30	Delivers in 2 business days after day of placement*
Overnight	$50	Delivers in 1 business day after day of placement*

*Shipping schedule applies to orders placed before 17:00 HNC.

Expedited shipping to remote locations may take an additional 1-2 business days.

Electra ships Monday through Friday, except US national holidays.

Ship to store delivers in 2-7 business days to retailer. Allow 4–7 days for pick-up if you ordered a bike.

Retailer home delivery delivers in 2-7 business days to retailer. Allow 4–7 days for home delivery.

Tracking My Order
You will receive a shipping confirmation with a tracking link after placing your order. Registered account users can log into their account for delivery status.

Ship to store order pickup
Ready for pickup
Your Electra dealer will contact you when your order is ready for pick up either through phone or email. Your order will be held for 14 business days. Please make arrangements with your Electra dealer if you are unable to pick up within 14 days.

Picking up your order
A copy of your receipt, the credit card used for the transaction, and a government issued photo ID are required when picking up your order for order verification.

Bike order
Bikes are intricate machines. In order to give you the best possible riding experience, your dealer will need at least 24 hours to build and fine-tune your new bike before it is ready for collection or delivery.

Ship to your address and order pickup
Each order can only use one shipping method. If you want an order to ship to your home and your local dealer you will need to place a separate order for each method of delivery desired.

International shipping
At this time, we only offer shipping to addresses in Canada. We do not ship to freight forwarding addresses.

APO or post office box shipping
At this time, we can only ship to residential or business addresses. If you have a PO Box, consider shipping your order to a retailer for free!

Returns & exchanges

We understand the importance of the right product and the right fit, and we want you to love your Electra. To make a return, please follow these guidelines:

To qualify for a return:

• Returns will be accepted within 30 days of purchase.
• The item(s) must be in new, unused condition with original packaging.
• Proof of purchase required.
• A refund will be applied to the original card used in the transaction.

Return to Electra dealer
Bring your order, with proof of purchase, to your local Electra dealer. Bike returns must be returned to the local Electra dealer who assembled your bike.

Bike returns
Bikes can be returned within 30 days if in new and unused condition. When you pick up your order or have it delivered, your Electra retailer will review the purchase with you and make sure it meets your expectations. Questions regarding your purchase should be directed to the Electra dealer of delivery.

Exchanges
Electra.trekbikes.com offers refunds rather than exchanges. If you need another item in a different size or color, or different product altogether, please place a new order and follow the return procedure to receive a credit for your original purchase.

Return credit status
Upon confirmation of your return, you should see the credit within 30 days. However, most customers see it in 4–10 business days.

Shipping charge refund
If there was an error on your order such as wrong item shipped or damage during shipping, Electra will credit your original shipping charges (if applicable). Call us at 1-800-261-1644. Shipping charges will be refunded if Electra: 1) ships the incorrect merchandise; 2) the merchandise was shipped damaged or defective; 3) the merchandise was damaged in shipping.

Your account

We understand the importance of the product and the right fit, and we want you to love your Electra. To make a return, please follow these guidelines:

Benefits of creating an account
By registering, you’ve officially joined the Electra family and shown your dedication to keeping riding fun. With your account, you’ll see a detailed order history, and experience faster checkout with saved billing and shipping information. You’ll also be among the first to receive exclusive content and members-only deals.

Create your account
Creating an account at electra.trekbikes.com is easy. Click on Login/Register anytime. You can also create an account when you place an order.

Updating your account
You can change your account information by selecting Login/Register. Enter your email address and password to view your account information. You can update your email address, name, password, billing/shipping information and your preferred Electra dealer.

Payment

Forms of payment accepted
Visa, MasterCard, and Amex.

Credit card return status
Upon confirmation of your return, you should see the credit within 30 days. However, most customers see it in 4–10 business days.

Order declined
If your order has been declined, please check with the financial institution that issued the credit card for additional information.