At Felt Bicycles, we engineer our returns process with the same precision we apply to our performance bicycles. If your purchase doesn’t meet your expectations, we’ll help make it right.

Our Return Policy

You may return most items within 15 days of receiving your order for a full refund or exchange. All returned items must be:

  • In original condition with all tags attached
  • Unused and free from damage or wear
  • In the original packaging with all included accessories

Non-Returnable Items

For safety and hygiene reasons, the following items cannot be returned or exchanged unless defective:

  • Custom-built frames (made to your specifications)
  • Special order components (specifically sourced for your build)
  • Used cycling clothing (for hygiene reasons)

How to Return an Item

Step 1: Initiate Your Return

Email our customer service team at [email protected] with the following information:

Subject: Return Request – Order #[Your Order Number] Dear Felt Bicycles Team, I would like to request a return for the following item(s) from my order #[Your Order Number]: Product Name: [Product Name] SKU/Item Number: [If available] Reason for Return: [Please specify] Please advise on the return shipping process. Best regards, [Your Full Name] [Your Contact Information]

Step 2: Wait for Approval

Our team will respond within 24-48 hours with:

  • Return authorization number
  • Shipping instructions
  • Return address (based on your location)

Step 3: Package and Ship

Securely package your return using the original packaging whenever possible. Include:

  • Completed return form (will be emailed to you)
  • Original receipt or order confirmation

Ship to the provided address using a trackable method. We recommend insuring your return.

Refund Process

When Will I Get My Refund?

Once we receive and inspect your return:

  • Credit card/PayPal payments: Refunds processed within 3-5 business days, appearing on your statement within 5-10 business days depending on your financial institution
  • Original shipping costs: Non-refundable unless return is due to our error

Exchange Process

For exchanges:

  1. Follow the standard return process above
  2. In your return request email, specify the replacement item (include product name and SKU if possible)
  3. We’ll process the exchange once we receive your return
  4. You’ll be responsible for any price difference and additional shipping costs

International Returns

For customers outside the United States:

  • You are responsible for return shipping costs and any applicable customs/duties
  • Refunds will be issued in USD at the exchange rate valid when processed
  • Allow additional time for international shipping and processing

Need Help?

Contact our customer service team at [email protected] for assistance with returns or exchanges. We’re here to help you ride with confidence.