ONLINE ORDERING FAQ
IN-STORE PICKUP & SHIP-TO-STORE
How does In-Store Pickup work?
Free shipping applies to orders of $100 or more in value, for “In-Store Pickup” items that are shipped to and picked up at your local participating Linus Bike dealer. After entering your shipping address in the check-out process, you will be presented with “In-Store Pickup”, “Ship to Door”, and “Assembled & Delivered” options. Items delivered via “In-Store Pickup” are shipped for free.
If you select “In-Store Pickup”, you will be presented with nearby participating Linus Bike dealer shipping location options. They will be broken out into two sections:
- “Inventory Available”
- “Ship to Store”
Dealers listed in the “Inventory Available” section currently have your selected item in-stock, and it can be reserved for in-store pickup. One of these dealers may be your optimal choice for “In-Store Pickup” because the item can be picked up within a few days.
How does Ship-To-Store work?
Dealers listed in the “Ship to Store” section do not currently have your selected item in-stock, but they can restock that item within 7 business days, and have it ready for pickup. One of these dealers may be your optimal choice for “In-Store Pickup” because they are a short distance from your location.
I bought a bike online and selected the option to ship to a Linus dealer – will I need to pay an assembly fee?
You will not need to pay for assembly. When you get your bike delivered to your selected dealer, it will be assembled by a professional bike mechanic for free. Please note, the dealer may need an additional 2-3 business days to build up the bike. Be sure to call the dealer to confirm when your bike will be ready for pick-up.
When can I pick up my order at my local participating Linus Bike dealer? How will I know it's ready?
For “In-Store Pickup” orders with inventory currently available, you should be able to pick up your item(s) within 24 hours, during store hours. Be sure to call the local participating Linus Bike dealer in advance if the item requires assembly. If the items are not currently available in-store, they will be shipped to the local participating Linus Bike dealer within 5-7 business days. Be sure to call the local participating Linus Bike dealer to confirm when your bike will be ready for pick-up.
Is my order confirmation email considered an official receipt?
No, your Official Sales Receipt will be provided to you when you complete your transaction at the store where you pick up your items.
What do I need to bring to pick up my items from my local participating Linus dealer?
Bring the “Ready for Pick Up” email, which includes the in-store pick-up verification code, as well as your photo ID, and the credit card you used to make your purchase online, as proof of purchase.
We sell a selection of curated brands online to compliment your Linus bike & lifestyle. If “Ship To Store” is selected, these products will automatically split into a separate order and shipped to your shipping address entered during the check out process. They will not be shipped to the dealer with your other Linus products.
SHIP TO DOOR
What happens when I select the “Ship to Door” option for a bike purchase?
You can have your bike sent directly to yourself. If this is the case, “Ship to Door” will show up as a delivery option at the time of check-out. Though our bicycles come 90% assembled out of the box, we strongly encourage you to work with a professional mechanic to assemble your bicycle. .
What happens when I select the “Ship to Door” option for an accessories purchase?
If your order includes only accessories, we can ship these items directly to you. Make sure to select “Ship to Door” at check out.
ASSEMBLED & DELIVERED
How does “Assembled & Delivered” work? .
As you move through the check-out process, you’ll be offered several delivery options. If “Assembled & Delivered” appears as an option, and you select this option upon check-out, a VeloFix mechanic will deliver a fully assembled bike direct to your door of choice. The mechanic will make in-person sizing adjustments to ensure your new bike fits you perfectly.
How quickly will I receive my bike?
A VeloFix mechanic will contact you within 48 hours of you placing your order. They will schedule a convenient time to deliver the bike to your home.
Are VeloFix mechanics vetted for skills and safety?
All VeloFix mechanics are required to complete a certification course that ensures they are experts in their field and qualified to fix and service all types of bikes.
“Assembled & Delivered” didn’t come up in my delivery options – can I request for VeloFix to expand their coverage to my location in the future?
Sorry about that! While VeloFix is growing quickly, there are a few areas outside major metropolitan areas where coverage is still being built up. Let us know we’ll ask VeloFix to make expanding their services into your neighborhood a priority.
How do I know that my online order is secure?
Every order is securely processed according to industry-standard SSL Web encryption, in compliance with the International Payment Card Industry Data Security Standard (PCI DSS). Linus Bike and the dealers in our network never store any credit card information.
Can I pay for my order in-store instead of paying for it online?
Online orders are handled separately from in-store purchases. In order to secure your order and reserve your item, online orders can only be purchased and paid for online.
Can I pay with my debit card?
Online purchases can only be made with Visa, MasterCard, American Express, or Discover Credit Cards. There is one exception to the rule: payment can also be made with a Visa Debit Card.
When is the full amount of my online purchases charged to my credit card?
Your credit card will be charged upon online order placement.
How do I know my order was received?
You will receive a confirmation email letting you know that your order was received.
Is there a limit to the number of products I can purchase online?
No, there is no maximum or minimum quantity of items purchased, or purchase amount required.
Can I have a bike shipped directly to my home?
Yes, in some cases. In areas where Linus does not have a local participating Linus Bike dealer in place, you can have your bike sent directly to your home. If this is the case, “Ship to Door” will show up at the time of checkout. Though our bicycles come 90% assembled out of the box, we strongly encourage you to work with a professional mechanic to assemble your bicycle.
Can I have accessories shipped directly to my home?
If your order includes only accessories, we can ship those items directly to your home. Make sure to select “Ship to Door” at check out.
RETURNS & EXCHANGES
The item I ordered might be defective – what do I do?
Our online merchandise is reviewed on a case-by-case basis. If you believe you have received a defective item, please send a picture of the issue with a description and your original order # to firstname.lastname@example.org.
Once received, we will contact you to confirm if the item is covered under the Linus warranty. Returns will receive a refund of the total amount of the purchase. Exchanges will be honored. If you have any questions, please contact us at email@example.com or 310.822.7722. If you are asked to return the item, you will be sent a return shipping label via email and please follow the following steps:
- On your original invoice, circle the item(s) that you're returning and state the reason(s) for your return.
- Pack your return securely in the original package if possible, and include your completed invoice.
- Affix the Return Shipping label you received to the package. Make sure no other tracking labels are shown.
- Take the package to your nearest FedEx drop off location.
- Within 30 days of receipt of the returned item we will refund the total amount charged at the time of purchase.
I selected the “Ship to Door” delivery option and when I received the box, it looked damaged. I’m worried the item I ordered is also damaged – what do I do?
Please inspect your package upon arrival. If a shipment arrives with obvious shipping damage, please document the damage by taking photos before inspecting the product inside. If the product is damaged, please contact us within 2 business days and send photos where applicable to firstname.lastname@example.org. Please save all boxes, packing materials, and paperwork.
If your question about online orders has not been answered above, please call 310.822.7722 or email email@example.com.