Support

Ordering a bike

We have made our inventory available to all Trek retailers so that you find the right bike for you when you want it. In order to give you the best possible riding experience, your retailer will need at least 24 hours to build and fine-tune your new bike before it is ready for collection or delivery. There are no additional assembly charges for bikes. You will be contacted once it is ready for pick-up or delivery.

Some Trek bikes come with a kickstand and/or pedals as standard equipment and some do not. To confirm, please contact your local Trek retailer or our Customer Service team at 1-800-585-8735.

Order status

To check the status of your order, please log into My Account for order and shipping information. You can also track your order through the tracking link in your shipping confirmation email. Don’t have an account? Create one today and receive free returns, a detailed order history, and stay up-to-date on the latest and greatest Trek news and information.

To speak to our customer service team, call 1-800-585-8735 Monday through Friday 10am to 6pm (CST), closed on Weekends. You can also reach us through live chat Monday through Friday 8am - 7pm (CST), closed on weekends.

Change or cancel order

Once you submit an order, it begins processing immediately and cannot be changed or cancelled. If you have changed your mind or would like to return your item, please follow our easy return process.

Retailer of choice

A website can't fix a flat, tune your derailleur, pour you a cup of coffee, or answer any and all cycling-related questions you may have. Locally-owned Trek retailers are the heart and soul of cycling and are a fantastic resource and cycling advocate within your community. Plus, if you ship your order to one for pick-up, we'll pay to ship it!

Updating retailer of choice

You can update your retailer of choice anytime by logging into "My Account" and select "Update Preferred Retailer". To confirm your current retailer preference, select "Profile". Please be aware that you cannot change your retailer of choice once you have placed your order. 

Order declined

If your order has been declined, please check with the financial institution that issued the credit card for additional information.

Shipping & pickup

Trekbikes.com offers three convenient delivery options:

FREE standard shipping on all orders of $99

Ship to your address:
Available for accessories only. Any accesories order over $99 qualifies for free standard shipping. All orders shipped to a retailer for pickup qualify for free standard shipping.

If you choose standard or expedited ground shipping, your order will be delivered to the specified shipping address in your account. Refer to shipping table below for ground and expedited shipping charges and expected delivery timeline.

Ship to store:
Available for both bikes and accessories. Your order will be available for pick up within 2-7 business days. There are no additional assembly charges for bikes. Orders will be held for 14 business days after arrival. If you are unable to collect your order within this timeframe, please make arrangements with your selected retailer. Expedited shipping is not available if you ship to a Trek retailer. Due to the added transit times to more remote locations transit times may be longer.

Due to the added costs for shipping Fetch+ 4 bikes, there is a flat rate of $675 for shipping this bike.
Due to the added costs for shipping Allant, Allant+, Fetch+ 2, Loft, Loft Go! and Ponto Go! there is a flat rate of $335 for shipping these bikes.

When you pick up your order you are required to provide the following:
1. A copy of your order or shipment confirmation
2. Credit card used in the transaction
3. Government issued photo ID

Find a Trek retailer

Retailer home delivery*:

Available for bikes only. Accessories can also be delivered via retailer home delivery if included as part of the same order. Select retailers can deliver your bike and accessories directly to your front door! At checkout, select "home delivery" to have your Trek retailer build your bike and deliver it to your home. An additional delivery fee of $50 will apply. All bikes ship to Trek retailers first for assembly. There are no additional assembly charges for bikes. With home delivery, you will be notified when your order arrives at your retailer and contacted to arrange a convenient delivery time.

*Note: not all Trek retailers offer this service.

Upon delivery, the following information is required for verification:
1. A copy of your order or shipment confirmation
2. Credit card used in the transaction
3. Government issued photo ID

Parts & accessories order shipping table

Standard delivery for accessories orders

 

Ground:

Under $99	$15	Delivers in 2-7 business days
$99 or more	FREE

Expedited:

2-day	$30	Delivers in 2 business days after day of placement*
Overnight	$50	Delivers in 1 business day after day of placement*

*Shipping schedule applies to orders placed before 12pm CT.
Expedited shipping to remote locations may take an additional 1-2 business days.
Trek ships Monday through Friday, except US national holidays.

Ship to store delivers in 2-7 business days to retailer. Allow 4-7 days for pick-up if you ordered a bike.
Retailer home delivery delivers in 2-7 business days to retailer. Allow 4-7 days for home delivery.

Ship to store order pickup

Ready for pickup
Your Trek retailer will contact you when your order is ready for pick up either through phone or email.
Your order wlll be held for 14 business days. Please make arrangements with your Trek retailer if you are unable to pick up within 14 days.

Picking up your order
A copy of your receipt, the credit card used for the transaction, and a government issued photo ID are required when picking up your order for order verification.

Bike order
Bikes are intricate machines. In order to give you the best possible riding experience, your retailer will need at least 24 hours to build and fine-tune your new bike before it is ready for collection or delivery.

Ship to your address and order pickup

Each order can only use one shipping method. If you want an order to ship to your home and your local retailer you will need to place a separate order for each method of delivery desired.

International shipping

At this time, we only offer shipping to addresses in Canada. We do not ship to freight forwarding addresses.

Post office box shipping

Post office box shipping
At this time, we can only ship to residential or business addresses. If you have a PO Box, consider shipping your order to a retailer for free!

Returns

We understand the importance of the right product and the right fit, and we want you to love your Trek and Bontrager gear. If you’re not in love with your trekbikes.com purchase within the first 30 days, we will take it back without any additional charges or hassle. In-store purchases are subject to individual retailer restrictions.

Refunds:

If a refund is initiated, the refunded amount will be credited to the original payment method used at the time of purchase. Refund credits usually appear on your account within 10 days, but may take up to 30 days depending on your bank.

Making a return:

Trekbikes.com Order Returns

We understand the importance of the right product and the right fit, and we want you to love your Trek and Bontrager gear. If you’re not in love with your Trekbikes.com purchase within the first 30 days, we will take it back without any additional charges or hassle. In-store purchases are subject to individual retailer restrictions.

To qualify for a return:
• The item(s) must have been purchased from Trekbikes.com.
• The return must be requested within 30 days of purchase.
• Proof of purchase must be provided upon request.
• Bike returns must be received in like new condition.

Return to a Trek Retailer
Accessory purchases made on Trekbikes.com can be returned at your local Trek retailer. New bicycle purchases made on Trekbikes.com must be returned at the retailer that assembled the bicycle. Bring your item(s) with proof of purchase (order confirmation email or packing slip) to your local Trek retailer. They will submit a form to us and we will initiate the refund to the form of payment used for the purchase. Once received and processed, refunds take 1-4 business days on average to process with a max time of 30 days depending on processing time with your bank.

Your account

Benefits of creating an account
By registering, you've joined millions across the globe who are committed to making the world a better place through cycling. With your account, you’ll see a detailed order history, and experience faster checkout with saved billing and shipping information. You’ll also be among the first to receive exclusive content and members-only deals.

Return credit status

Returns will be credited to the original payment method used at the time of purchase. Return credits usually appear on your account within 10 days, but may take up to 30 days depending on your bank.

30-Day Unconditional Guarantee return

If for any reason you’re not satisfied with your Bontrager or Trek aftermarket purchase, return the item, along with the original sales receipt to the original place of purchase within 30 days for an exchange or refund. Think of it as a 30-day test ride.

This guarantee includes Trek and Bontrager aftermarket components, apparel, and accessories. Bontrager OE (original equipment) componentry sold as part of a bicycle is excluded. Used items must be cleaned for a return. If you send merchandise that is not cleaned or laundered, we will return it to you at your expense.

Shipping charge refund

If there was an error on your order such as wrong item shipped or damage during shipping, Trek will credit your original shipping charges (if applicable). Call us at 1-800-585-8735.

Shipping charges will be refunded if Trek: 1) ships the incorrect merchandise; 2) the merchandise was shipped damaged or defective; 3) the merchandise was damaged in shipping.

Create your account

Creating an account at trekbikes.com is easy. Click on Login/Register anytime. You can also create an account when you place an order.

Updating your account

You can change your account information by selecting Login/Register. Enter your email address and password to view your account information. You can update your email address, name, password, billing/shipping information, and your preferred Trek retailer.

Payment

Forms of payment accepted
Visa and MasterCard

Are gift cards available?
Trek gift cards are available through most Trek retailers and can only be redeemed at that retailers' location.

Credit card return status
Upon confirmation of your return, you should see the credit within 30 days. However, most customers see it in 4-10 business days.

Order declined
If your order has been declined, please check with the financial institution that issued the credit card for additional information.

Split Payment
We are unable to accept multiple payment options on the same transaction. If you need to use more than one credit card and have multiple items, consider submitting separate orders for the individual items. Or visit a local Trek dealer where they may be able accept payments using multiple cards.

Warranty

We'll take care of you! Trek and Bontrager goods are covered by warranty policies and return programs that ensure you can buy with confidence and enjoy your purchase to the fullest.