Shipping
Delivery
When will I get my order?
It takes usually 2-3 business days to fulfill an order, after which it’s shipped out. We are not open on Saturdays or Sundays. The shipping time depends on your location, but can be estimated as follows:
USA: 3- 5 business days
International: Depends, but shipping is as fast as possible. No delays on our end.
Will I be charged customs for my order?
An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.
My order should be here by now, but I still don't have it. What should I do?
Before getting in touch with us, please help us out by doing the following:
- Check your shipping confirmation email for any mistakes in the delivery address.
- Ask your local post office if they have your package.
- Stop by your neighbors in case the courier left the package with them.
Pro tip: Package theft is on the rise— If you're expecting a home delivery and you know you won't be home to accept it, use an address where you know you'll be!
If the shipping address was correct, and the package wasn't left at the post office or at your neighbor’s, get in touch with us at info@fatbikeasinine.com with your order number. If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost.
Pro tip: The zip code is the most important part of the address. Use a simple tool like USPS ZIP code lookup to make sure you get it right!
Orders
How are your products made?
We produce most of our products at our Denver, CO production facility. Some products are produced and shipped by trusted partners.
How do I track my order?
If your shipping method includes tracking, you’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at info@fatbikeasinine.com.
I received a wrong/damaged product, what should I do?
We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at info@fatbikeasinine.com within a weeks' time with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!
Returns
What’s your return policy?
We don’t offer returns or exchanges unless the product arrived damaged, but if there’s something wrong with your order, please let us know by contacting us at info@fatbikeasinine.com
Do you offer refunds?
Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at info@fatbikeasinine.com with photos of wrong/damaged items and we’ll sort that out for you.
Can I exchange an item for a different size/color?
At this time, we don't offer exchanges. If you’re unsure which size would fit better, request sizing charts by emailing info@fatbikeasinine.com—we have one for almost every apparel item listed in our store.
Though rare, it's possible that an item you ordered was mislabelled. If that’s the case, please let us know at info@fatbikeasinine.com within a week after receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund!