At BONTRAGER Store, we’re committed to getting your cycling gear to you quickly and ensuring your complete satisfaction with every purchase. Our global shipping options and straightforward return policy let you shop with confidence.

Shipping Information

Order Processing

We process all orders within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Methods & Delivery Times

We offer two shipping options to meet your needs:

  • Standard Shipping ($12.95) – via DHL or FedEx
    • Delivery within 10-15 business days after shipment
    • Recommended for time-sensitive orders
    • Includes full tracking
  • Free Shipping – via EMS (for orders over $50)
    • Delivery within 15-25 business days after shipment
    • Tracking available
    • Best for budget-conscious shoppers

Note: Delivery times are estimates and may vary based on destination and customs processing. We currently ship worldwide except to some Asian countries and remote regions.

Returns & Exchanges

We stand behind every product we sell. If you’re not completely satisfied, we offer a simple return process within 15 days of receiving your order.

Eligibility Requirements

To qualify for a return or exchange:

  • Items must be unused and in original condition
  • Original packaging must be intact
  • Proof of purchase is required

Important Safety Note: For hygiene and safety reasons, helmets and cycling shoes marked as “used” cannot be returned. All other products in our inventory are eligible for returns when conditions are met.

How to Return an Item

Follow these simple steps:

  1. Contact our support team at [email protected] with your order number and reason for return
  2. We’ll email you a Return Merchandise Authorization (RMA) number
  3. Package the item securely with the RMA number clearly visible
  4. Ship to our returns center:
    BONTRAGER Store Returns
    4401 Burlington Place Northwest
    Washington, US 20016

Refund Processing

Once we receive and inspect your return:

  • Refunds are processed within 5-7 business days
  • Your refund will be credited to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Original shipping costs are non-refundable

Exchange Process

To exchange an item:

  1. Follow the standard return process above
  2. Include a note specifying your desired replacement item
  3. We’ll ship the new item once the return is processed

Note: Any price differences will be charged or refunded as applicable.

Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error. We recommend using a trackable shipping service as we cannot be responsible for lost return packages.

International Returns

For customers outside the US:

  • Return shipping costs are the customer’s responsibility
  • Customs forms must be marked as “Returned Goods” to avoid duties
  • Refunds will be processed in USD

Return Request Template

Use this template when contacting us about a return:

Subject: Return Request – Order #[Your Order Number] Dear BONTRAGER Support Team, I would like to request a return for the following item(s) from my order #[Your Order Number]: – Product Name: – Quantity: – Reason for Return: [Please indicate if you prefer a refund or exchange. For exchanges, specify the replacement product.] I confirm that the item(s) are unused and in original packaging. Best regards, [Your Full Name] [Your Contact Information]

Need Help?

Our support team is always ready to assist at [email protected]. Ride with confidence knowing BONTRAGER Store stands behind every product we sell.