Returns and Exchanges
100% Satisfaction
We understand some customers have hesitations about the remote nature of online shopping, and we are constantly improving and striving to provide our valued customers with 100% satisfaction. In the spirit of satisfaction, here's a policy we hope you'll enjoy:
100% refund on product purchase price within 30 days of delivery.
What do you have to do to take advantage of this outrageously awesome offer?
1. Your purchase must be returned in "new, un-opened" condition.
2. Your return must be requested by phone at (212) 737-3078 or by sending us an e-mail. (details below).
3. You pay delivery and return shipping costs (we can, however, schedule a UPS pickup at your request).
Note that some items are sold with promotional free or discounted shipping. You will be responsible for the actual original delivery and return shipping fees incurred to transport your returned product.
But what's that? You've opened your product and you're still not satisfied...
We Make It Easy
We do everything we can to make ordering online simple. And that includes returns! Per our 100% Satisfaction Guarantee, you may return your purchase for up to 30 days after it arrives in your home*. Simply call our Customer Service staff at (212) 737-3078 or by sending us an
e-mail. We will issue you a Return Merchandise Authorization (
RMA) number, which needs to be written on the box that is being returned. If you would like to exchange the item, we will issue you a full store credit for the product purchase price and bill or credit your account the difference upon verifying your original return and ship out the exchange by your preferred shipping method. Products returned in used condition for a refund will be subject to a 20% restocking fee and the used item fee. This used item fee depends on the condition of the product, we will determine that fee after we inspect the item.
* Items found in the following sections are not qualified for a return or exchange:
PARTS, REPLACEMENT PARTS, GARAGE SALE, & CUSTOM ORDERS (BIONX KITS & BROMPTONS) Reimbursement
As soon as your return is received and its condition is verified by our staff, your refund will be issued. We will try to credit you via your original method of payment unless otherwise instructed. Unfortunately, we cannot issue cash refunds.
Helpful Hints for Returns
Not everyone has a professional shipper on hand like we do. So if you decide to send something back to us, here are some helpful hints from Joe, our resident shipping guy.
1. The very best way to ship something back is to ship it exactly the way you received it. It's always a good idea to hold on to the box and packing materials for a little while after you receive something in the mail. Unless of course, you're me and are constantly knee-deep in half-inch packing foam and Uline boxes.
2. If you're using the original box and it got beat up a little bit by UPS, you might want to tap some cardboard squares on the problematic looking areas. It's actually better to tape the squares onto the inside of the box because it won't get torn off again during shipping.
3. If you don't have the original packaging, try to make sure there is about 3 inches or so of packing material around the product. Foam is obviously the best packing material but if it's something like a small accessory, you can use newspaper to pad the box. If it's something heavier, newspaper is probably not going to do the trick.
4. It's a good idea to insure your package for the product's value. If it gets damaged on the way here, you're going to be the one responsible for it. If it's insured, no one has to lose any money over it. However, don't confuse insured packages for packages that don't need to pack properly. UPS won't pay off an insurance claim if the package had insufficient packaging. Insurance is more of a precaution than a substitute for adequate packaging.
5. It also helps to use some sort of track-able shipping service. We can't be responsible for lost packages if we don't have proof you didn't send it out! We use UPS, we like UPS. But Fed Ex and DHL will do you right too.
6. I like Orbit gum. Maybe throw in a pack for me? I'll also accept fan fiction involving NYCeWheels employees and mixtapes (I'm mostly into female-fronted post punk bands from the late 70s and early 80s like Delta 5 and Girls At Our Best). C'mon, I'll be your best friend.
