Order Change Policy: (back to top)
Return Policy: (back to top)
We try to be as accommodating as possible with returns. We will usually try to help you work out any problems you're having, so you don't have to return the item at all, but we also understand that sometimes you just get the wrong product, or change your mind. That's ok too. We accept returns within 30 days of purchase on new, unused, and uninstalled parts in new, salable condition, with all tags attached. All returns are subject to a 20% restocking fee. Shipping charges shall not be refunded. You must have a return authorization number to make a return. Email us at [email protected] to request a Return Authorization number and instructions for return. You are responsible for return shipping fees.
If the item is damaged, used, or otherwise in less-than-new condition, we cannot accept it as a return and will not offer a refund, and you will have the option of paying return shipping to get it back to you. If you purchase a handlebar, install it, try to install your controls (scratching the bar in the process), only to realize that you will need to replace your cables and housing, you can't return the bar.
Shipping Information: (back to top)
We process orders for shipping on Mondays, Wednesdays, and Fridays each week. Any orders received after 8 AM PT on these days will be processed on the next shipping day. Although we have processed the order for shipping the carriers may pick up at a later date than when the order is processed.
For most smaller items we recommend using the USPS Priority Mail option because not only is it the least expensive, it's also the fastest option. The main reasons to choose FedEx are if you are purchasing a larger item or more items, in which case FedEx is usually cheaper, or if you need a signature on delivery, which FedEx requires. Do you live in a place where packages left on the doorstep tend to get stolen? Then you'll want to require a signature on delivery.
- Ebikes can only be purchased one at a time on our website. For information on purchasing multiple ebikes, please contact us at (541) 239-2840.
- Ebikes ship with a single battery only. Any additional batteries purchased will ship in a separate package with separate shipping charges due to carrier regulations.
- Ebikes and batteries are not available outside of the Contiguous United States for shipping at this time.
A Note About USPS Priority Shipping:
In general, USPS Priority Mail is the fastest and least expensive shipping method, but due to insufficient tracking and insurance limitations, we don't recommend it for higher value items. Use FedEx when possible to ensure recourse for lost or damaged packages as well as for more accurate tracking information.
For oversized items such as framesets, wheels, and complete bikes, shipping gets much more expensive, and FedEx is the only option. If your order combines a frameset and small parts, the shipping calculations can get thrown off. Because of this, if you get a crazy shipping estimate during checkout, please give us a call so we can sort it out. Unless you're paying with PayPal, it takes a few days for us to refund you for over-payment, so it's usually quicker to just call before you place the order.
If you can't place your order online, please call us at (541) 239-2840 or email us, and we'll get your order moving. Please note that international shipping is expensive, so be prepared for a large shipping charge! If you are outside of the U.S., we encourage you to check the dealers page to see if there's a Jones dealer near you. Prices vary depending on the country you are in, but often, after taxes and duties, they end being very similar to what you would pay by ordering online. Note also that the shipping calculator does not work well for some countries, and shipping can end up being significantly more than quoted. In those cases, we cannot absorb that cost and will contact you to arrange payment. To ensure the best possible communication with the parcel service, you can include a phone number in your shipping address information.
Taxes and Duties:
International customers are responsible for taxes and duties imposed by the recipient's country. The tax calculator during the checkout process in our online store only applies to US customers.
Jones Bikes does not collect any taxes or duties.
A Note About Shipping to South Africa:
We have had a lot of interest from South African riders, but unfortunately, shipping to South Africa has been very tricky. FedEx is very expensive, but the U.S. Postal Service is very unreliable—often taking up to 6 months to arrive—and usually requiring us to start an investigation on the USPS's part to try to find the package. For this reason, if you live in South Africa, please contact us to let us know what you would like to order and where you would like it shipped (full address). We will search for the least expensive option that comes with good tracking and insurance.
Blemished or Defective Items: (back to top)
If you receive an item that's blemished, please let us know right away. We try our best to make sure everything that leaves our doors is perfect, but in case something isn't, please let us know as soon as you get it.
If you have any questions that this summary doesn't answer, please don't hesitate to email us or call us at (541) 239-2840!