Shipping and Order Management Frequently Asked Questions (FAQs)
Shipping/Order Management FAQs
Order Status & Tracking
Q: How will I know my order has shipped?
A: Once your order ships, we’ll send you an email with a tracking number so you can keep an eye on your package’s journey. We ship within 2 business days. At Hikers Bikes, we do not process or ship orders on Saturdays or Sundays. Any orders placed after business hours on Friday or during the weekend will be processed on the next available business day.
Q: How can I tell who is shipping my order by the tracking number?
A: Great question! We primarily ship orders via FedEx. FedEx tracking numbers typically start with a number (for example, 1234 5678 9012).
If you’re ever unsure or need help interpreting your tracking information, feel free to reach out — we’re happy to assist!
Q: Where is my order?
A: We’re always working to get your order to you as quickly as possible! Here’s what to expect once your order is placed:
- Order Confirmation: Right after you place your order, you’ll receive an email confirming that we’ve received it and are processing it.
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Tracking Information: Once a shipping label has been created for your order, you’ll receive a second email with all the tracking details, including your tracking number.
- Shipping Confirmation: Once your order is on its way, you’ll receive another email with all the shipping details including expected delivery date.
- Fulfillment and Carrier Delays: While we always aim to fulfill your order as quickly as possible, sometimes there may be unexpected delays. If this happens, we’ll send you an automated email notifying you of the delay.
If you ever have any questions or need assistance, feel free to reach out to our Customer Support team!
Q: Why hasn’t my tracking number updated?
A: It may take up to 7 business days for the carrier’s tracking system to update after we’ve sent you the tracking number. While this can be frustrating, we assure you that your order is on the move, and the issue typically resolves much sooner than that. To save yourself time, we recommend waiting the full 7 business days before reaching out to our support team for an update.
If your order has already had its initial scan and has not moved in 7 or more days, please reach out to our team to request an update.
Q: How can I request a specific delivery date or time, or add shipping instructions?
A: If you need your order delivered on a specific date or at a particular time, you may be able to use the FedEx Delivery Manager tool after your order has been scanned into their system. Please note that while FedEx strives to accommodate special requests, they can’t always guarantee them.
Q: How can I make sure my order arrives safely?
A: To ensure the safe delivery of your order, please check the tracking number regularly, and confirm the delivery address is correct. If you live in a high-traffic area or know you won’t be home to receive the package, consider using FedEx’s hold at location service.
A: To ensure the safe delivery of your order, please check the tracking number regularly, and confirm the delivery address is correct. If you live in a high-traffic area or know you won’t be home to receive the package, consider using FedEx’s hold at location service.
Address Changes
Q: How do I request an address change?
A: We understand that life happens, and sometimes plans change! Here’s what you need to know about updating your shipping address:
A: We understand that life happens, and sometimes plans change! Here’s what you need to know about updating your shipping address:
If your order hasn’t shipped yet: Contact our Customer Support team as soon as possible, and we’ll do our best to assist you. Unfortunately, we can’t approve address changes to a different state or province.
If your order has already shipped: Once your order departs our warehouse, we are very limited in modifying your order, including the address to which it will be delivered.
- For FedEx shipments, your options once your order has shipped are limited to requesting a vacation hold or a hold for pickup service. Otherwise, contact our Customer Support team to see what options may be available. Link: FedEx Delivery Manager
No guarantees. While we will make our best effort to assist, orders cannot typically be modified once they have been placed.
Delivery Issues
Q: What should I do if my item says it’s delivered, but I didn’t receive it?
A: First, check around your home—look in areas you might not normally check, like bushes, side doors, garages, or carports. You might also want to check with neighbors to see if the package was delivered to the wrong address. If you still can’t locate it, please reach out to our Support Team.
A: First, check around your home—look in areas you might not normally check, like bushes, side doors, garages, or carports. You might also want to check with neighbors to see if the package was delivered to the wrong address. If you still can’t locate it, please reach out to our Support Team.
Q: What if my order was stolen?
A: If you believe your order was stolen, please contact our Support Team as soon as possible so we can review your options. We recommend taking the following steps:
- File a police report for the stolen item.
- Contact your renters or homeowners insurance to file a claim.
Q: I received the wrong item. What are my next steps?
A: Please send a photo of the item you received, the box it arrived in, and the packing slip to our Support team. We will look into your concern right away!
Order Cancellations & Modifications
Q: Can I cancel or modify my order after placing it?
A: We process orders quickly to ensure fast delivery. Orders may be cancelled within 12 hours of placement, as long as they have not yet been shipped. If you need to cancel your order, please contact us as soon as possible at support@hikersbikesllc.com with your order number. Once an order has been shipped, it can no longer be cancelled. In that case, you may refer to our Refund Policy for return options.
Q: What if I accidentally placed the wrong order or need to change something?
A: If it’s within 12 hours of placing your order and hasn’t shipped, contact us immediately at support@hikersbikesllc.com.
Q: Where can I find these policies in your Terms of Purchase?
A: To view our Cancellation and Returns policy, located here:
Cancellation and Return Policy
To view our Shipping policy, located here:
Shipping Policy
Shipping Policy
Shipping Costs
Q: How much does shipping cost?
A: Review the details below to learn about our shipping costs:
Contiguous U.S.:
- Bike Orders:
- Orders $1,998.99 or more: Free shipping.
- Orders under $1,998.99: $150 shipping fee.
Alaska & Hawaii:
- Alaska Bike Orders: $200 shipping per bike.
- Hawaii Bike Orders: $250 shipping per bike.
Canada:
- Bike Orders:
- Orders C$2,777.00 or more: Free shipping.
- Orders under C$2,777.00: $150 shipping fee.
Shipping Carriers
Q: Who will be shipping my order?
A: At Hikers Bikes, we take care to package your bike and accessories for safe and easy transport. Depending on your order, shipping may be handled by one of the following carriers:
- FedEx Ground: Used for most ebike and accessory shipments.
We cannot modify or select which carrier will deliver your order.
Returns:
Q: How long do I have to request a return after delivery?
A: You have 30 days from the date of delivery to request a return. We aim to make the process as easy as possible for you.
Q: How can I initiate a return?
A: To get started with your return, please visit our How to Request a Return guide.