SHIPPING AND RETURN POLICY

Inter-Island:
BIKEFACTORY Hawaii ships to the following islands: Big Island, Maui, Kauai, Molokai and Lanai.

Bikes [Non-eBikes] shipped to Big Island, Maui and Kauai will be sent via Aloha Air Cargo. All bikes shipped through Aloha Air Cargo will be FULLY ASSEMBLED (unless requested otherwise), carefully packaged and delivered to Aloha Air Cargo at Honolulu Airport. Please allow up to 3 business days for bicycle assembly and up to an additional 3 business days for delivery to Aloha Air Cargo. Shipping costs vary depending on bicycle and can range between $50-$90 per a bike. All bikes shipped via Aloha Air Cargo will NOT include Insurance. Insurance will be added ONLY UPON REQUEST and the recipient will be responsible for additional costs upon pickup. Aloha Air Cargo ships bikes overnight to listed islands. Aloha Air Cargo will contact recipient(s) upon bike(s) arrival and recipient(s) will be able to pick up purchased bike(s) at Aloha Air Cargo locations on Big Island, Maui and Kauai the following day. Recipient(s) are responsible for shipping cost at pick-up (COD). BIKEFACTORY Hawaii will send a confirmation email once the purchased bicycle(s) is shipped.

Bikes [Non-eBikes] shipped to Molokai and Lanai will be sent via Kamaka Air. All bikes shipped through Kamaka Air will be Disassembled, carefully packaged in box and delivered to Kamaka Air at Honolulu Airport. Please allow up to 3 business days for bicycle assembly and up to an additional 3 business days for delivery to Kamaka Air. Recipient(s) are responsible for shipping costs at pick-up (COD). Shipping costs vary depending on bicycle and can range between $50-$100. All bikes shipped via Kamaka Air will NOT include Insurance. Insurance will be added ONLY UPON REQUEST and the recipient will be responsible for additional cost upon pickup. Kamaka Air ships bikes overnight to Molokai and Lanai on Weekdays. Recipient(s) will be able to pick up purchased bike(s) at Kamaka Air locations on Molokai and Lanai the following day. BIKEFACTORY Hawaii will send a confirmation email once the purchased bicycle(s) is shipped.

eBike(s)/Electric Skateboards/Onewheels will be shipped to all islands via Young Brothers Mixed Cargo. This is due to weight, size, elevated fuel cost and eBikes with integrated batteries. Alternate shipping through Air Cargo can be arranged via special request to orders@bikefactoryhawaii.com (additional shipping costs will apply). All eBikes shipped through Young Brothers will be partially assembled in a box. Bikes will require minor assembly on arrival. Please allow up to 3 business days for bicycle processing and up to an additional 5 business days for delivery to Young Brothers Port Honolulu. Young Brothers has set sailing schedules for all islands and delivery time will depend upon sailing schedule (from date of delivery to Honolulu Port) and availability of Mixed Cargo. See shipping schedules here: https://htbyb.com/sailing-schedules/. Recipients are responsible for shipping costs at pick-up (COD). Shipping costs vary depending on bicycle and can range between $50-$100. All eBikes shipped via Young Brothers will NOT include Insurance. Insurance will be added ONLY UPON REQUEST and the recipient will be responsible for additional cost upon pickup. Young Brothers will contact recipient(s) upon arrival of eBike(s) and recipient(s) will be able to pick up purchased ebike(s) at their respective Young Brothers Port locations. BIKEFACTORY Hawaii will send a confirmation email once the purchased bicycle(s) is shipped.

Mainland / United States:

BIKEFACTORY Hawaii ships select bicycles to the 48 Continental States. Bike(s) are shipped to the Continental US via BIKEFLIGHTS. Please visit bikeflights.com for Service and Handling information. All bikes shipped through BIKEFLIGHTS will be disassembled in a box and come with Tracking and Full Coverage Insurance. All bikes shipped through BIKEFLIGHTS are inspected prior to shipping and professionally repackaged for delivery. Cost for shipping to the Mainland is calculated upon checkout based on current rates with BIKEFLIGHTS and vary depending on bicycle. BIKEFACTORY Hawaii is NOT responsible for any damages or loss of product during shipping. Claims can be made via bikeflights.com and will be processed through bikeflights.com. Please allow up to 3 Business Days for your order to be processed and sent out. BIKEFACTORY Hawaii DOES NOT process bicycles on weekends and Holidays.

Return Policy for Online Orders:

All online sales are final with the exception of the following: (1) IN-STORE Pick-up Purchases. All In-store pick-up purchases may be cancelled at pick-up, as long the purchased product(s) does NOT leave the BIKEFACTORY Hawaii store. A FULL REFUND will be returned to the purchaser in the form of online payment. Please allow up to 7 business days for return, refund time is dependent upon the financial institution of the purchaser. (2) 24-Hour Cancellation. All online purchases may be cancelled within 24-Hours of purchase with the exception of shipping labels. Purchasers MUST contact BIKEFACTORY Hawaii at orders@bikefactoryhawaii.com and Request for refund in writing within 24 Hours of purchase. If a shipping label was created for purchase within the cancellation period of 24-Hours, the purchaser is responsible for shipping costs and shipping cost difference will be removed from the refund and a partial refund will be applied. All 24-Hour cancellations are subject to up to a 5%-10% Transaction fee. Transaction fee is determined by STRIPE and Paypal. Transaction fee will be applied to total purchase cost and a partial refund will be given to purchaser. (3) Insufficient Stock. In the event BIKEFACTORY Hawaii is unable to fulfill a purchase because an item is no longer in stock or backordered, the purchaser is entitled to a FULL Refund in the form of original purchase.

“Exchange Only” Policy

You must present receipt within 60 days of purchase.  Exchangeable items(s) must be in original packaging and in unused/resalable condition.  A restocking charge of (10%) may be charged.  “All bicycle sales are final”. No exceptions. Any Items sold “As-Is” will not be allowed exchange or credits.

Online Purchases

If there is a problem with your order, please send a message to orders@bikefactoryhawaii.com and customer support will assist you.

Gift, Auction, or Promotional Certificates 

The maximum period is 12 months from the issued date or as stated on the certificate.  No cash or credit will be given for any remaining balance.  Please inform cashier before transaction has begun.  One certificate per transaction, no exceptions.  BIKEFACTORY issued gift cards do not expire and may be recharged.

Lay-a-Way Procedure

Minimum 1/3 of purchase price as down payment balance within 90 days. No refund on deposit, however funds may be credited toward another purchase.

Special Orders 

Payment in full, in advance.

Payments 

We welcome all major debit and credit cards, BIKEFACTORY Gift Cards, Trek credit cards,Paypal, traveler’s checks, and cash.  
We do not accept personal checks.  Photo identification may be required on any purchase.