Welcome to BONTRAGER Store’s FAQ page. We’ve compiled answers to common questions about our premium cycling gear, global delivery, and customer service. Can’t find what you need? Contact us at [email protected].
About BONTRAGER Store
Who is BONTRAGER Store for?
Our store caters to cycling enthusiasts worldwide, from elite athletes to weekend riders and families. We specialize in high-performance gear from top brands like Specialized and ABUS, offering everything from technical cycling shoes to safety-focused kids’ equipment.
What makes your products unique?
We curate only award-winning cycling equipment featuring cutting-edge technologies like WaveCel helmets and MIPS protection systems. Our products combine professional-grade performance with everyday durability, whether you’re training for competitions or enjoying recreational rides.
Product Information
Do you offer size guides for cycling apparel and shoes?
Yes! Each product page includes detailed sizing charts. For technical footwear like our XXX MTB shoes or 45NRTH winter boots, we provide specific fitting recommendations to ensure optimal performance.
How do I choose between different helmet technologies (WaveCel vs MIPS)?
Both offer superior protection. WaveCel is our proprietary technology that crumples to absorb impact forces, while MIPS provides added protection against rotational forces. Our customer service team can recommend the best option for your riding style.
Are your kids’ products different from adult versions?
Absolutely. Our Kids category features scaled-down versions of our premium gear with enhanced safety features, brighter colors for visibility, and adjustable components to accommodate growing riders.
Ordering & Payment
What payment methods do you accept?
We accept all major credit cards (Visa, MasterCard, JCB) and PayPal for secure global transactions. All payments are processed through encrypted channels for your protection.
Is my payment information secure?
Your security is our priority. We use bank-level encryption and never store complete payment details on our servers. For added protection, we recommend PayPal’s secure payment system.
Why was my credit card declined?
Common reasons include: insufficient funds, incorrect CVV code, or your bank’s fraud prevention measures. For international orders, ensure your card issuer knows to expect a transaction from Washington, DC (our headquarters location).
Shipping & Delivery
Where do you ship?
We offer global delivery to most countries (excluding some remote areas and parts of Asia). Our logistics network ensures customs-friendly documentation for smooth international transit.
What are my shipping options?
Standard Shipping ($12.95): Via DHL/FedEx (10-15 days after dispatch) – ideal for time-sensitive orders
Free Shipping: Via EMS for orders over $50 (15-25 days after dispatch) – perfect for non-urgent purchases
Free Shipping: Via EMS for orders over $50 (15-25 days after dispatch) – perfect for non-urgent purchases
How long does order processing take?
Orders typically ship within 1-2 business days. During peak seasons (like pre-race periods), processing may take slightly longer. You’ll receive tracking information as soon as your order ships.
Why is my package delayed?
Most delays occur during customs processing in your country. Extreme weather or local carrier issues may also affect timing. Use your tracking number to monitor progress, or contact us for assistance.
Returns & Exchanges
What’s your return policy?
We offer a 15-day return window from delivery date. Items must be in original, unused condition with tags attached. Contact us at [email protected] to initiate a return.
How do I return an item?
- Email [email protected] within 15 days of delivery
- We’ll provide a return authorization and instructions
- Pack items securely in original packaging
- Ship to our Washington, DC warehouse (return shipping at your expense)
What if my gear arrives damaged?
While we triple-check all packages, if damage occurs in transit, contact us immediately with photos. We’ll arrange a replacement or refund and work with our logistics partners to prevent future issues.
Technical Support
How do I care for technical cycling apparel?
Always check garment tags. Generally: wash in cold water, avoid fabric softeners, hang dry (especially for waterproof items), and store away from direct sunlight to preserve technical fabrics.
My helmet took an impact – should I replace it?
Yes, immediately. Even if damage isn’t visible, the protective structure may be compromised. We recommend keeping your receipt for warranty purposes with brands like Specialized or ABUS.
Still have questions? Our cycling experts are ready to help at [email protected]. Ride safe and enjoy the journey with BONTRAGER Store!