Delivery & Returns
Delivery Options & Costs
The cost of delivery depends on the size, weight and value of your order. To find the exact cost of shipping for your order, simply add the items you want to your basket, and the shipping cost will automatically update in your basket.
When will my order be dispatched?
We expect delivery across the USA and Canada to take approximately 5-10 days. Standard delivery in Europe will take approximately 6-12 working days after despatch and worldwide will take 7-15 working days from despatch.
Some deliveries may take slightly longer:
- Bikes take a little bit longer as we want to ensure they arrive with you in perfect condition, and so will take the time to inspect them before delivery
- Custom wheel builds will be dispatched as soon as they are built and inspected
- The availability of one of your order items may have changed from when you purchased – if this is the case we’ll email you to help you find an alternative
- Severe Weather disruption
- US Customs processing
Can I track my order?
Yes. We will send you all the information about your order including tracking information if applicable.
We dispatch your goods from multiple warehouses so please be aware that your order may be split into two or three packages and may incur multiple customs or handling fees.
It is always our aim to give you the best possible service and to keep costs, within our remit, as low as possible. We know that some couriers charge additional costs and that orders are liable for duties so we do try to balance this cost by providing really low shipping costs, in many cases free shipping, and to be up front, on our site, about the additional charges that could be applied in your country. This then allows you to make the choice to take advantage of the low shipping costs knowing that there may be an additional fee when the order arrives in your country.
It is a legal requirement that we declare the full value of the goods (not including shipping charges) on all packages delivered internationally. It is a criminal offence to falsify the details on this form. We cannot inaccurately describe the contents, claim a lower value or mark as a gift. Please do not ask us to do any of the above.
For country specific information, please see below.
Items shipped to Europe:
Order delivered to EU countries will have the relevant VAT included. For example, an order being delivered to Spain will be inclusive of Spanish VAT.
Orders delivered outside the EU (Including Canary Islands and Channel Islands) are sold exclusive of VAT and may be subject to Customs Duties and Import Taxes.
Some couriers also charge a handling fee for processing your order through customs. We have no prior knowledge of this charge, either how much or even if it will be applied.
We do our very best to give a choice of delivery methods that limit the risk of customs and fees but there is no way of guaranteeing exclusion of these charges when a product is being imported into a country where its custom authority enforces a fee.
Items shipped to Australia:
The prices of all items shipped to Australia, including those over AUD1,000, include Australian GST and, if applicable, Australian import duties.
Returns and Refunds Policy
If you change your mind on your purchase, you have a full 90 days to return it for a refund subject. All goods must be unused, in a saleable condition and in their original packaging with all labels still attached.
To create a Return request, visit Return Item page.
Please note, that we reserve the right to refuse a return if we believe the purpose was for stock trading/reselling and not personal use.
Returned items will be checked by one of our specialists to ensure they meet the criteria set out in this Returns and Refund policy. Please note if you return items which are outside our Returns and Refund policy we will be unable to process a full refund. We will contact you in such circumstances
We cannot offer exchanges for unwanted items; please place a new order for any alternative items you require. All refunds will be issued to the original payment method on the order within 7 days of receipt at our warehouse or once the item has been checked by one of our specialists.
Returned goods should be unused, in a saleable condition and in their original packaging with all labels still attached.
Bikes and frames returns
Bikes, frames and other large items are too big for our standard returns service. Please contact us and we can arrange a collection with one of our delivery partners at a reduced rate. All items must be boxed and packaged prior to collection.
Faulty items are not included in our 90 day return policy as they can be sent back to us at any time. Items sent back to us will undergo an inspection and, in certain circumstances, it may be necessary to send the item away to the manufacturer to confirm the fault. All goods purchased from Terrained are normally covered by a manufacturer’s warranty, which, generally speaking, will cover manufacturing faults and defects including poor workmanship. We will always honor the manufacturer’s warranty where applicable (these are normally one year). If your product develops a fault within 30 days of purchase, please return using Return An Item page and we will issue a refund. Please select the return Reason “Faulty item” when creating return request. Following the 30 days period, we’ll repair the product as long as it’s within the terms and conditions of our warranty. If you feel that your purchase has developed a fault, then please contact us to firstname.lastname@example.org with photographs of the issue before returning any goods – we may be able to solve your problem without you incurring any postage costs. We will then get in contact with you for the next steps in completing your claim.