Orders received on our website are processed and shipped within 24-48 hours of receipt. A confirmation email is sent for all orders and usually reaches your inbox within 5 minutes. If you do not receive your email confirmation email, please check your Spam Folder because it may be found there, especially with Gmail accounts.

Customers who prefer to order by phone are welcomed to call us during normal business hours. We will collect your order over the phone. This is also a good opportunity to ask questions about your selection and consider alternatives.

San Diego customers who prefer to pick up their order: Feel free to order online and contact us to specify whether you are picking up or expecting us to ship. When we do not hear from you, we ship your order by default. If you are picking up at our location, we offer complimentary assembly of your order. There is no discount provided for picking up your order.

RETURNS: Only new, un-used products may be returned within thirty (30) days of delivery for a full refund of the cost of the goods. Except in cases of a warranty claim or manufacturing defect, return shipping cost is the responsibility of the buyer, whether returning or exchanging. Please refrain from unpacking and/or assembling if there is possibility of return for personal reasons. We DO accept returns of very lightly used bikes, but all returns must be in exact condition and packaging in which they were received, with proper use of protection materials originally provided. At our discretion, returned products exhibiting outdoor use or minor cosmetic defects will be assessed a restocking fee of not less than 20%.

In the event of a manufacturing defect or warranty claim, BalanceBikeUSA will provide free shipping for returned items and for dispatch of replacement items.