CUSTOMER CARE

YOU’RE NEVER REALLY ALONE ON AN ELECTRA

We’re dedicated to making biking fun. So whatever you need, whenever you need it, we’ll do what it takes to get you back to your regularly scheduled shenanigans, tomfoolery and high jinks in no time.

GIVE US A HOLLER

Have a question, comment or concern? Just want to talk? We’re here to listen. Give us a call anytime or send an email and we’ll make sure you’re taken care of.

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KEEP IT REAL

Electra products are only available through Electra authorized dealers. Use this guide to make sure you’re buying our products from a reliable source.

Learn more

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.

To speak to our customer care team, call 1-800-261-1644 Monday through Friday 8 am to 6 pm (PST) or e-mail us at customercare@electrabike.com. You can also reach us through live chat Monday through Friday 8 am to 8 pm and Saturday and Sunday 10 am to 4 pm (CST).

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:

Ship to your address:

FREE standard shipping on all orders of $49.
Any order over $49 and all bikes qualify for free standard shipping. All orders shipped to an Electra dealer for pickup qualify for free standard shipping.

Available for accessories only. If you choose standard or expedited ground shipping, your order will be delivered to the specified shipping address in your account. Refer to shipping table below for ground and expedited shipping charges and expected delivery date.

Ship to store:

Available for both bikes and accessories. Electra offers free standard ground delivery to your local preferred Electra dealer. Your order will be available for pick up within 3-5 business days. Allow extra time for bike orders. There are no additional assembly charges for bikes. Orders will be held for 14 business days after arrival. If you are unable to collect your order within this timeframe, please make arrangements with your selected dealer. Expedited shipping is not available if you ship to an Electra dealer. Due to the added costs for shipping bikes to Alaska or Hawaii, there is a flat rate of $135.00 for shipping 1 or more bikes.

When you pick up your order please provide the following:
1. A copy of your order or shipment confirmation
2. Credit card used in the transaction
3. Photo ID

Dealer home delivery*:

Available for bikes only. Accessories can also be delivered via dealer home delivery if included as part of the same order. Select dealers can deliver your bike and accessories directly to your front door! At checkout, select "home delivery" to have your Electra dealer build your bike and deliver it to your home. An additional delivery fee of $50 will apply. All bikes ship to Electra dealers first for assembly. There are no additional assembly charges for bikes. With home delivery, you will be notified when your order arrives at your dealer and contacted to arrange a convenient delivery time. Due to the added costs for shipping bikes to Alaska or Hawaii, there is a flat rate of $135.00 for shipping 1 or more bikes.

Upon delivery, please provide the following:
1. A copy of your order or shipment confirmation
2. Credit card used in the transaction
3. Photo ID

*Note: not all Electra dealers offer this service.

Shipping Table

Ground:

Under $49
$8.99
Delivers in 3-5 business days
$49 or more
FREE


Expedited:
2-day
$19.99
Delivers in 2 business days after day of placement*
Overnight
$34.99
Delivers in 1 business day after day of placement*

*Shipping schedule applies to orders placed before 5pm PST.

Expedited shipping to Hawaii or Alaska may take an additional 1–2 business days. Due to the added costs for shipping bikes to Alaska or Hawaii, there is a flat rate of $135.00 for shipping 1 or more bikes.

Electra ships Monday through Friday, except national holidays.

Ship to store delivers in 3-5 business days to dealer. Allow 4–7 days for pick-up if you ordered a bike.

Dealer home delivery delivers in 3-5 business days to dealer. 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
Please bring a copy of your receipt, the credit card used in the transaction, and a photo ID.

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 within the United States. 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 dealer 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.

Return by mail
Return shipping is free to customers with registered accounts. Log in to your account to print a prepaid shipping label. If you do not have an account, mail your return with the original packing slip to the address printed on your packing slip. We suggest return by a carrier that can track delivery, such as UPS, FedEx or Registered USPS mail. You are responsible for all return shipping charges if you checked out as a guest at electra.trekbikes.com.

You will see a credit on your credit card account within 30 days. However, most of our customers will see it within 4–10 business days.

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. Electra warehouses will not accept returned bikes.

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 receive free returns, a detailed order history and faster checkout with saved billing and shipping information. You'll also be among the first to receive exclusive Electra information.

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.

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