At Felt Bicycles, we engineer our shipping and returns process with the same precision we apply to our performance bicycles. Whether you’re gearing up for your next ride or need to make a return, we’re committed to providing exceptional service to cyclists worldwide.

Shipping Information

Order Processing

We process all orders within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Methods & Delivery Times

Standard Shipping:

  • Carrier: DHL or FedEx
  • Cost: $12.95
  • Delivery Time: 10-15 business days after shipment

Free Shipping:

  • Carrier: EMS
  • Available for orders over $50
  • Delivery Time: 15-25 business days after shipment

Note: Delivery times are estimates and may vary based on destination. Some Asian and remote regions may not be serviceable.

International Shipping

We ship globally (excluding certain Asian and remote regions). International customers are responsible for any customs duties, taxes, or fees imposed by their country.

Returns & Exchanges

If your purchase doesn’t meet your expectations, we’ll help make it right. Our streamlined return process ensures you can shop with confidence.

Return Policy Overview

  • Return Window: 15 days from receipt of order
  • Condition: Items must be unused, in original condition with all tags attached, and in original packaging with all accessories
  • Refund Method: Original payment method
  • Original Shipping Costs: Non-refundable unless return is due to our error

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]

Body:
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.

Felt Bicycles
2515 Philadelphia Avenue
Salt Lake City, US 84111