FAQs

FAQs

Can I change the shipping address for my order?

We will be happy to change the shipping address for your order! Please email our Customer Service team with your order number and the updated address ASAP, as we are only able to make changes to your order if it has not yet entered the packing process.

Can I modify my order after I’ve placed it?

No, unfortunately we cannot modify orders once they have been placed. All sales are final. So sorry for any inconvenience!

Can I cancel my order after I’ve placed it?

You can only cancel your order if it has not yet shipped. Please email our Customer Service team with your order number for the cancellation.

I received the wrong item. / I am missing item(s) in my order.

We are so sorry for the mix up! Please contact our Customer Care team within 14 days of delivery with your order number and pictures of the following:

  • the stamped initial/number on the outside of your envelope or box,
  • the order packing slip with the stamped initial visible,
  • a picture of the incorrect product.
  • and a list of the products that are missing.

We’ll get back to you ASAP!

I received broken item(s) in my order.

We do our best to get your order to you in perfect condition, but mistakes can occasionally happen. Please contact our Customer Care team within 14 days of delivery so that we may help you further. Please be sure to provide photos of your broken products as well as the name of the affected items so we can best assist you!

Do you ship internationally?

Yes, we ship to almost every country in the world.

Can I have my order delivered to a PO Box address?

Yes, we do deliver to PO boxes.

Will my package be charged delivery/customs fees?

All international orders are subject to customs and duty fees as defined by the country of import. Unfortunately, we are unable to provide information on whether you may or may not be charged customs/duty fees. Duties will be determined by the country of import of your order based off product value.

How do I track the delivery of my order?

Once your order ships, you will receive an email with a tracking number that you can use to follow your package’s journey to you.

If you have an account with us, you can also access the tracking number for your order there, once it becomes available. You can locate this information under your Account Details, where your full order history is accessible.

Return Policy

Please email our Customer Service team with your order number that you want to return within 14 days of delivery so that we can assist you further.

Please note that the items should be returned in the same condition in which they were received, and it should include all items that were in the original package. If the returned item is used, damaged, or missing any parts, or is damaged during return shipping because it wasn’t packaged correctly, we might refuse to refund or deduct from the refund to cover the loss in the item’s value.

Refund Policy

Once we receive your item, a refund is initiated immediately. If you cancel an order before it was shipped, and you were billed for it, we initiate your refund immediately after you submit your cancellation request.

Refunds can only be sent back to the original payment method used in your payment.

Contact us

Email: Support@clevelandcyclewerks.com