SHIPPING & RETURNS
Electric bikes shipped within the contiguous United States qualify for free shipping*.
We are currently only shipping to the USA.
In-stock orders typically ship next business day, unless otherwise noted on product page. A shipping confirmation email will be sent to the email address attached to the order once the order has shipped.
As we ship FedEx/UPS, we DO NOT ship to PO BOXES or APO.
Orders containing discounted merchandise may take an additional 48 hours to process.
Any changes that the customer makes regarding shipping once the item is shipped, including but not limited to changing the address, putting an order on hold, or updating shipping settings/preferences surrender the option for replacement items and/or refunds if any issues occur.
Please note we are not responsible for any lost, stolen, or damaged items due to any parcel service fault.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
For any third-party shipping, Stone Mountain Bike Company cannot provide ANY additional shipping information or documentation.
Order placed on our online store (www.stonemountainbikecompany.com) with the shipping address of the Stone Mountain Bike Company retail location will be canceled. To pick up bikes in store you must purchase from our showroom located at:
4975 Stone Mountain Hwy 78
LILBURN GA 30047
- Free returns within 14 days of delivery date
- Must have less than 5 miles on the odometer
- Must be in like new condition and free from dirt, dust, or fragrances
- Must be in the same packaging (all cardboard and foam) and condition that you received it
- Must include all items that were included inside the box (charger, keys, hardware, etc.)
- Customers must pay for return shipping
- Any standard warranty issues must be resolved through Product Support before we will process a return.
- No returns after 14 days from date of delivery
Accessory/replacement part orders:
- No returns after 14 days of delivery
- To be eligible for a return, the item must be unused and uninstalled, free from dirt, dust, or any fragrances, and in the same packaging and condition that you received it. No returns on Helmets.
- Subject to a 25% restocking fee
- Customer pays return shipping
- Ebikes that do not meet the conditions specified above and/or accessories/replacement parts which have been used and/or installed may not be returned except in EXTREME cases of breakage/malfunction covered by our warranty, and then only after receipt of our approval for the return.
Non-returnable items, except where covered by an applicable warranty:
- All merch (clothing, hats, etc)
- Special orders
- Sale items
- Gift cards
- Gifted orders
Before a return is sent, the customer must have received written approval of said return from Stone Mountain Bike Company. If a customer sends a return without the written consent of Stone Mountain Bike Company a refund will not be issued and the customer will have to pay shipping for us to return the item to them, or forfeit the item.
If your approved return passes our inspection, you will receive a refund. Please address your return to:
Stone Mountain Bike Company
c/o Return - #OrderNumber
4975 Stone Mountain Hwy 78, • STE 100
LILBURN GA 30047
Please give us a heads up after you send your return by emailing firstname.lastname@example.org. If possible, please provide a tracking number.
If non-returnable items are returned without authorization from our Customer Experience team, they will be returned to the customer immediately and customer will be notified. Restocking fees may apply to unauthorized returns.
Please note that information regarding the expected range on a single charge on one of our ebikes is an estimate, not a guarantee. There are many factors that contribute to actual, real-world range for an ebike battery such as age of the battery, temperature, level of assist, speed, payload, and terrain. Given the right conditions, it is possible to get less than the expected minimum range or greater than the expected maximum range.
ORDERS PLACED VIA AFFIRM
Orders placed using Affirm as a payment method via www.stonemountainbikecompany.com must be shipped and cannot be picked up in store, with the exception of Magnum Bikes. If you would like to pick up a bike from our store and purchase using financing, you may do so at time of purchase at our shop at:
4975 Stone Mountain Hwy 78
LILBURN GA 30047
CHANGING THE COLOR OR SIZE OF YOUR BIKE POST PURCHASE
Changing the color or size of your bike can only be done if you order has yet to be shipped. If your order has not shipped, we will cancel/refund your order and a new order can be placed with the correct color or size. Please note, it is not possible for us to change the color or size of a bike order without canceling/refunding your original order and having a new one placed. Also note that we do not save any payment information so credit card data will have to be provided for the new order.
SPECIAL OFFERS, CODES, AND PROMOTIONS
Stone Mountain Bike Company reserves the right to put limitations on the combining, stacking, and use of any and all promotions done via the website, email, social media, or any other channels where promotions are detailed and/or distributed. Stone Mountain Bike Company reserves the right to pause all promotions, codes, and referral programs for some sales and for all new product launches. Any and all promos must be used at time of purchase and cannot be used retroactively, promo codes cannot be stacked, used in tandem, etc.
PRE-ORDERS/BACKORDERS AND PRE-ORDER/BACKORDER CANCELLATIONS
For all pre-orders and backorders, your credit/debit card will be charged immediately. There will be no delay in payment collection, regardless of when the item is expected to ship. Any and all pre-orders and backorders that are canceled prior to shipping are only eligible for a 90% refund of the total order price.
A backorder essentially allows you to reserve an ebike that is currently out of stock. It functions the same as a normal purchase, except your ebike will be shipped at a later date as specified on the product page. Pre-orders are typically for completely new products that are not yet released. Our backorder process is for ebikes that have already been available, but are temporarily out of stock.
REFUNDS, EXCHANGES, AND STORE CREDITS
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your return.
If you are approved, then your refund, exchange or store credit will be processed. For refunds, a credit will automatically be applied to your credit card or original method of payment, within 2-5 business days. You can receive a refund or store credit, so you can replace the order for the item you would like in exchange. Exchanges will typically ship the next business day after your return is processed. Returns received Friday-Sunday will ship out Monday. If a store credit is requested, a promo code will be issued to you via email. Your store credit is easily applied during checkout of your next order.
Late or missing refunds. If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
Under the United States’ Federal Electric Bike Regulations, our bikes are considered street legal, and because of this are viewed as bicycles, not motorized vehicles. PLEASE NOTE, it is important for you to check your state, county, and local laws to ensure that you are riding legally and safely.
ORDERS FLAGGED AS FRAUD
If your order is flagged by our system as a high risk of fraud, we reserve the right to refuse to fulfill and refund your order. If you feel that a refund was made by mistake, please email.
There are no returns for items on sale. All sale items are final sale, no refunds, exchanges or credits of any kind. If sale items are returned without authorization from our customer service, it will be returned to the customer immediately and customer will be notified. Restocking fees may apply to unauthorized returns.
Sales tax will be collected on all orders shipped to the following states and will include state and municipal (when applicable) taxes:
AL, AR, AZ, CA, CO, CT, DC, GA, ID, IL, IN, IA, KY, ME, MA, MD, MI, MN, NE, NV, NJ, NM, NY, NC, OH, OK, PA, RI, SC, SD, TN, TX, UT, VT, WA, WV, WI, WY
CREDIT CARD CHARGEBACKS
If for any reason a credit card chargeback of any amount is issue on an order and the customer is still in possession of the product(s) withing said order, the warranty will be paused until the chargeback is resolved.
Unfortunately, special orders are not returnable. Each special order is made specifically for each customer and are final sale, no refunds, exchanges or credits of any kind. If special orders are returned without expressed permission from our customer service, it will be returned to the customer immediately and customer will be notified. Restocking fees may apply to unauthorized returns. For international shipping of special orders, additional charges may apply to orders containing both in stock and special order items.
USER SUBMITTED CONTENT
When you submit or post any material (including any photos or videos) via the Site, you grant us, and anyone authorized by us, a royalty-free, perpetual, irrevocable, non-exclusive, unrestricted, worldwide license to use, copy, modify, transmit, create derivative works from, distribute, and/or publicly perform or display such material, in whole or in part, in any manner or medium (whether now known or hereafter developed), for any purpose that we choose.
WHAT DO WE DO WITH YOUR INFORMATION?
When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system.
Email marketing (if applicable): With your permission, we may send you emails about our store, new products, and other updates.
You are responsible for your own actions while using an electric bike. Stone Mountain Bike Company is not responsible/nor liable for any accidents or injuries (whether caused by you or others) that may occur during your use. We recommend contacting your insurance provider to determine if your current insurance policy would cover you in the event of an accident.
R-E-S-P-E-C-T FIND OUT WHAT IT MEANS TO US (HINT: A LOT!)
We pride ourselves in being nothing but respectful, kind, patient, friendly, and all other pleasant terms that could fit in the mix, and it is critical that those things are returned to our team by customers. We understand that often times when you call/email customer support it is because something may have gone wrong or there is an issue (which is the worst!). We also understand that often times these potential issues cause frustration and even sometimes anger, but, we will NOT tolerate rude/vulgar language towards our staff. We will offer a warning if this occurs, after that we do reserve the right to refuse service, terminate accounts, issue refunds, void warranties, or cancel orders at our sole discretion. If this decision is made it is final and cannot be undone.
*We reserve the right to change/update these terms
*By placing an order via phone, you are agreeing to our terms of service