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Help Center


Help Center

Placing An Order & Payment Options

Will I get confirmation of my order?

 As soon as we receive your order, we'll send out confirmation to your email address, this just means we've received your order in our system and we've pre-authorized your payment method ready for your purchase.

I placed my order but did not receive a confirmation email. Why?

 If you recently placed your order and didn't immediately receive a confirmation email from us, then there might be a few issues we can look into: 

  1. Our emails might be going to your junk or spam folder
  2. There might have been a misspelling when you entered your email address during checkout
  3. Your email server has very strong spam filters and is identifying our emails as spam so the emails aren't going through.

What happens after I receive my order confirmation?

 We check with our suppliers to make sure that your item(s) are available and can be dispatched as soon as possible. If your item(s) are available for shipping (within 5 business days), we'll process the charges and prepare to ship your order. 

 In the event that your item(s) are unavailable for immediate despatch, we remove the pre-authorization from your payment method and reach out to you via email or telephone.

What type of payments do you accept?

 We accept all major credit cards, Apple pay, Google Pay, Amazon Payments and PayPal.

 Why do you need my phone number?

Some of our deliveries our couriers require a contact number to ensure a smooth delivery of your order. We wont give to anyone else, it’s kept private and confidential. Plus if there's any issues with your order we can contact you quickly and easily.

Is it safe to buy online through your website?

 Absolutely. We strive to provide our customers a safe and smooth customer experience. We teamed up with McAfee Secure to provide our online customers with a safe, secure checkout and and a shopping experience.

Shipping

Where do you ship to?

 We currently only ship to the mainland US Lower 48 States.

Freight Shipping

 Freight shipping may be necessary for some of our larger products. If freight is required, it will be noted on the product page and added at checkout.

Please provide a valid phone number at checkout. Shortly before the delivery date, a friendly freight driver will contact you to schedule the date and time of delivery. You will need to be home to receive the package at the scheduled time.

If the driver is unable to reach you after several calls or you are unavailable at the time of delivery, the package may be returned according to our Return Policy. 

How will my order be shipped?

All orders will be shipped using the fastest, safest and most reliable methods. We'll choose the most suitable shipping method and courier after your order has been cleared for shipment and your payment has been processed.

When will my order be shipped?

 Once we process your payment we'll ship your items within the shipping time frame stated on each of our product pages (usually 4-8 business days) according to your location. Also we will send you a email with the tracking information after your item(s) have left the warehouse. If you do not receive an notification email from us within 4 business days of your order, feel free to follow up with us at brandonsebikes@gmail.com. 

Can my order be shipped to a PO box?

 Unfortunately not, we cannot ship to PO Boxes

 

Cancellations & Refunds

Is it possible to to cancel my order?

 Yes of course, but depending on the status of your order there may be certain charges applied:

If Your Order Has Not Shipped - subject to a $25 administration fee when canceled. If the item(s) are not in stock you will not be required to pay this fee. 

If Your Order Has Shipped - You (the buyer) are responsible for return shipping charges plus a 30% restocking fee unless otherwise stated. 

Buyer's Remorse and Return or Refusing A Shipment When It Arrives - you (the buyer) are responsible for delivery (outbound) and return shipping charges plus a 30% restocking fee, unless the shipment arrives visibly damaged or defective.

How do I cancel my order?

 There are two ways you can cancel your order:

512-862-4301 to cancel your order over the phone. 

Email - Send an email to brandonsebikes@gmail.com stating that you want to cancel your order. Please make sure that you include your name, your order number and a reason for the cancellation. 

I just recently cancelled my order. How long will it take for me to get my refund?

 After cancelling your order, our system will automatically process a refund. It should take 1-2 business days for your refund to take into effect. We will also notify you via email of the approval of your refund. Once your refund is processed, a credit will automatically be applied to your credit card or original method of payment.

I cancelled my order more than 5 days ago. Why haven't I received my refund?

If you haven’t received a refund after 5 days of cancelling your order, first check your bank account to make sure that it's at least processing. You may also contact your credit card company or bank since some credit card companies can take up to 14 days to process a refund and post it onto your account, it may take some time before your refund is officially posted (sometimes up to 14 days). 

If you have already contacted your bank or your credit card company and you still haven't received your refund yet, please contact us at brandonsebikes@gmail.com.

 

Damages

What do I do if I receive a damaged product?

 If you received a damaged item(s), please notify us immediately for assistance at brandonsebikes@gmail.com 

Damages must be notified within 3 days of receiving your item, outside of this time the customer will be responsible for any shipping charges.

Please inspect the packaging of your item(s) on arrival, if you do notice any damage to the packaging you should make note of this when signing for the delivery by signing it as "damaged".

Free replacements parts will be shipped out if any damage occurs during shipping, the customer will be responsible for replacing these parts. Should the item be majorly damaged beyond warranty repair a return for a full refund will be offered.

We may also require photographic proof and further information and so to save any delays in returning the item for replacement please ensure you take photos immediately upon delivery.

 Affirm Financing

Does Affirm perform a credit check?

 Yes, Affirm performs a "soft" credit check to help verify your identity and determine your eligibility for financing. This will not affect your credit score. If you use Affirm for future purchases, Affirm may perform additional "soft" credit checks to ensure you get the best financing options possible.

 Are there any interest or fees associated with Affirm loans?

Affirm loans vary between 10% and 30% APR simple interest. The corresponding finance charge is the only fee associated with an Affirm loan. There are no late fees, service fees, prepayment fees, or any other hidden fees. Affirm strives to be more transparent and fair than any other form of financing.

Why was I prompted to pay a down payment with a debit card?

 Affirm tries hard to approve every purchase but sometimes can’t approve the full amount. When this happens, they provide a debit card down payment option so that you may still complete your purchase right away.

Why was I prompted for a down payment?

 Affirm isn't always able to approve financing for the full amount of a purchase. When this happens, you will have the option of using a debit card to pay for the rest of your purchase. Unfortunately, the down payment amount can’t be changed.

Why was I prompted for a checking account?

 Affirm sometimes needs more information about your financial situation to evaluate your loan application. You may be  asked to link your online checking account, which helps determine your ability to repay the requested loan. If you’re prompted to link your checking account and would like to continue with the application process, you may securely link your account by providing the login information for your bank account. We may refresh your bank account information periodically, but you can unlink your account at any time in your Affirm account settings. Linking your checking account DOES NOT authorize Affirm to debit your account.

Why was my purchase with Affirm not approved?

 While we strive to offer all creditworthy applicants financing, Affirm simply isn’t able to approve every loan application. If your application was not approved, you will immediately be notified of the decision and denial reason via a secured message.

Will you send me billing reminders?

 Affirm will send you email and SMS text messages to remind you of upcoming payments.

When is my bill due?

 Your first monthly payment will be due one calendar month from the date your loan is processed. Affirm will send you an email and SMS text message to confirm all of your billing due dates. Each monthly payment will be due on the same day of the month throughout the loan period.