TrialBikes Frequent Questions

I haven´t made a purchase yet

I have already placed an order

I have received my order

Below we have listed the most frequent questions we receive regarding our online shop. However, in case you don’t find a solution for your question below, please don’t hesitate to get in touch with us at info@trial-bikes.com and we will answer back as soon as possible.

  

I HAVEN’T MADE A PURCHASE YET

  1.     How can I place an order?

Placing an order at TrialBikes is really simple: you can place an order with your existing TrialBikes user account, or do it without having an account.

To place an order without a TrialBikes user account:

  1.      Add the products you want to order to the cart and click Proceed to Checkout.
  2.      Fill the required fields at the Quick Purchase page.
  3.      Click Confirm Order.

To place an order with your TrialBikes user account:

  1.      Sign up as a new user or log in. You can add multiple addresses to the same user account.
  2.      Add the products you want to order to the cart and click Proceed to Checkout.
  3.      Choose your address, payment method, delivery option and confirm the required fields at the Quick Purchase page.
  4.      Click Confirm Order.

If everything is correct, the screen will show the order has been confirmed and you will receive a confirmation email with all of your order details.

 

  1.     Which countries do you ship to?

We have been doing worldwide deliveries since 2009. We have more than 13 years of experience shipping orders outside the European Union, to the USA, Australia, Japan… However, some countries impose limitations depending on the type of product going through their borders. In any case, we will inform you regarding any possible issue with your order.

 

  1.     Which payment methods can I use?

In general, we admit the following payment methods:

           · Bank Transfer (no additional fees).

           As soon as we register the reception of your payment (usually it takes 24h-48h since the transfer is sent), you will receive a confirmation email and we will ship your order immediately. Our bank details are the following:

           Bank: BBVA (Banco Bilbao Vizcaya Argentaria S.A.)

           Beneficiary: TrialBikes S.L.

           IBAN code: ES6501825978870201615512

           Swift code: BBVAESMMXXX

           Bic code: BBVAESMMXXX

 

           · Credit and Debit card (no additional fees).

           Credit and debit cards (from Visa, Visa Electron, MasterCard and Maestro) through the Redsys payment gateway, which ensures payment security and immediate payment processing, without extra fees.

           As soon as we register the reception of your payment (usually this is immediate), you will receive a confirmation email and we will immediately ship your order.

 

  • Pay using Bizum (no additional fees).

           Payment through Bizum is processed securely using Redsys payment gateway. The phone number linked to your Bizum account will be requested to confirm the payment. This process might vary depending on your bank.

           As soon as we register the reception of your payment (usually this is immediate), you will receive a confirmation email and we will immediately ship your order.

 

 

           · PayPal.

           After selecting PayPal as payment method and confirming your order, the screen will show the log in page for your PayPal account. This payment method has an extra 7% fee added to the order price.

           As soon as we register the reception of your payment (usually this is immediate), you will receive a confirmation email and we will immediately ship your order.

 

           · Flexible financing with Aplazame.

           After selecting Flexible financing with Aplazame as payment method and confirming your order, the screen will show the Aplazame page with different options for spreading the cost of your order. You can choose the number of payments and the day for the monthly payment.

           As soon as we register the reception of your payment (usually this is immediate), you will receive a confirmation email and we will immediately ship your order.

 

           · Cash on delivery.

           When selecting Cash on delivery (only available for orders inside Spain’s peninsula) and confirming the order, it will be immediately managed and shipped. You will have to pay for your order at the time the carrier delivers the order to you, in person.

           This service has an extra 4% fee over the order price, with a minimum of 3.50€.

 

  1.     Can I spread out a purchase?

Yes, you can select the Flexible financing with Aplazame payment method, for orders delivered in Spain.

After selecting Flexible financing with Aplazame as payment method and confirming your order, the screen will show the Aplazame page with different options for spreading the cost of your order. You can choose the number of payments and the day for the monthly payment.

As soon as we register the reception of your payment (usually this is immediate), you will receive a confirmation email and we will immediately ship your order.

 

 

 

  1.     Can you do a discount for my order?

 

Each product on our website has the most competitive price possible. We update our products prices on a daily basis and we try to be competitive and fair with our customers.

If you have found some of our products at a cheaper price on another online shop, please get in touch and we will try our best to provide you with a solution.

 

 

  1.     I have a discount code, how can I use it?

To use a discount code, first you must add some products to the cart. At the Quick Purchase page, there is a field called “Do you have a promotional code?” where you can introduce your discount code and click Validate.

You will then be able to see the discount applied at the Order Summary section.

 

 

  1.     Are all products on your website in stock?

Each product on our website has its own stock indicator. Some products may have some sizes, colours or versions out of stock. In these cases, the web will always show them as “Out of Stock”.

In case of a human mistake on our part or any issues regarding the availability of some product you have ordered, we will immediately get in contact with you.

 

 

  1.     The product I want is out of stock, when will you have it?

When a product is displayed as “Out of stock” on our website, it means it’s not available on our workshop.

If the product is still available from the manufacturer or supplier, we will try our best to have it back in stock. Otherwise, the product won’t be available again.

For some products out of stock, you can click the “Notify me when available” button. This way, you will receive an email when the product is back in stock.

 

  1.     Can I pre-order a product on your website?

Yes, some products of our website are available for pre-order. When you pre-order a product, we will immediately place your pre-order to the manufacturer/supplier, and you will have priority for delivery once it is available.

 

  1.        I am experiencing problems browsing the website, what can I do?

Even though our website is always updated and well equipped with all security measures, some browsers might experience issues navigating through the website.

In this case, we recommend using the most common browsers: Google Chrome, Mozilla Firefox, Internet Explorer, Microsoft Edge, Safari, etc.

If the issue still continues, please get in touch and we will try our best to solve it.

 

  1.        Do you do free shipping?

We do free shipping on all orders above 79€ shipped inside Spain’s peninsula.

In all other cases, you can choose between several delivery options for your address, with the most competitive prices available.

 

  1.        Can I receive an order in 24h?

For orders delivered inside Spain’s peninsula, you can receive it in 24 working hours (sometimes, even sooner), as long as all the products are in stock when placing the order before 13:00h.

In all other cases, you can choose between several delivery options for your address with an estimated delivery time.

 

  1.        I live inside Canary Islands/Ceuta/Melilla/Andorra, can you return VAT expenses back to me?

Yes, in fact you won’t have to pay any VAT expenses in orders with delivery to Canary Islands, Ceuta, Melilla or Andorra.

 

 

 

  1.        Do I have to pay when receiving my order?

You will only have to pay when receiving your order in two cases:

           · For orders with Cash on delivery payment. You will have to pay for your order when the carrier’s driver delivers your order in person.

           · For orders shipped outside the European Union, each country’s Customs might increase the final price of your order by collecting additional fees or duties when entering the destination country.

We do not intervene or have any control over these fees and therefore we are not responsible for any price increase. We recommend checking your country’s import conditions. You can also estimate the import feed of your country using an import calculator.

 

  1.        How do I make sure of my sizing?

For products with several sizes available on our website, most of them have sizing guides, pictures and/or info about their dimensions, as well as data regarding recommended rider age or height.

In case you still have any doubts regarding your size, please contact us on info@trial-bikes.com.

 

  1.        I need more info about a product, what can I do?

All products on our website have their specific, meticulously-written description. We try our best to clarify any possible doubts regarding compatibility, geometry, dimensions, sizes, etc. Therefore, we recommend reading the product’s description to solve any doubts.

However, if you still need more info about a particular product, please contact us on info@trial-bikes.com.

 

 

  1.        Can I cancel or return an order?

Of course, you can cancel your order as long as it is still in our workshop before it’s been handed to the carrier. You can also return one or all products of your order inside the 14 days after receiving the order.

To start a return or cancellation, it’s essential that you contact us via email on info@trial-bikes.com.

 

 

  1.        Can you build a custom bike that is not on your website?

Of course, in fact this is one of our specialties! We have more than 13 years of experience building hundreds of 100% customized trials bikes, where each part is selected following the customer’s choice.

Therefore, if you want to build your own custom bike or upgrade some parts of an existing bike on our website, just get in touch on info@trial-bikes.com. We will help you with honesty to make sure you build a true dream bike.

 

  1.   I want to collect the order at your store, how can I do it?

If you want to come pick up your order at our shop in Seseña (Toledo), first you must appoint the visit via email on info@trial-bikes.com. We will answer back as soon as possible and suggest several dates and times when we can deliver your order in person.

Also, we can deliver your order in Madrid on Tuesdays.

 

 

I HAVE ALREADY PLACED AN ORDER

  1.     When will I receive my order?

To check the state of your order, you can access My account > Order History and Details.

Except for exceptional occasions, most orders placed before 13.00h are managed and handed to the shipping company within the same day.

Then, your order will be delivered following the expected delivery time.

  

  1.     Why is my payment being declined?

This rejection is not caused by an issue related with our web page, but by some payment processing issue with your bank, card, PayPal, etc. We recommend getting in touch with your bank, PayPal or similar to solve this issue.

 

  1.     How can I modify my order?

If you need to modify or replace some product in your order, or change the delivery address, please contact us as soon as possible and let us know your order number. If your order is still being managed, we will be able to make the changes you asked for.

In case your order has already been handed to the shipping company, we won’t be able to modify it.

 

  1.     Can I choose the time slot when my order will be delivered or have them call me?

When placing your order, at the Quick Purchase page you can write some comments for us and/or the shipping company at the “If you want to add a comment, please write it” box.

We will then let them know your comments, but we cannot make sure they will agree to them.

 

  1.     Can I track my order?

Of course, as soon as your order leaves our workshop, we will immediately send you an email that includes a tracking link from the shipping company’s website.

 

 

  1.     How can I request an invoice?

You can have access to your order’s invoice from My account > Order History and Details.

As soon as your order appears as “Shipped”, you then have the option to download your invoice as a .pdf archive. You will also receive an automatic email where you can also download your invoice.

 

  1.     Can I modify the invoice details?

Of course. On the Quick Purchase page you can modify your billing address and change any details different from your shipping address.

In case you want to modify the invoice details after placing the order, please contact us as soon as possible on info@trial-bikes.com or phone us on 695 177 167.

 

  1.     I need to contact you, how can I do this?

We recommend contacting us via one of these channels:

            · Via email, sending your questions to info@trial-bikes.com. We normally answer in less than 24h-48h.

            · Via phone, calling 695 177 167.

 

  1.     I have ordered a bike, will I receive it fully built?

If you have just ordered a bike, congratulations! You’re about to really have a lot of fun.

We ship every bike inside a reinforced, well-protected box. The bike is delivered partially built, so you will only need to install the pedals, put the front wheel and tighten the drivetrain. It shouldn’t take longer than 5 minutes to have your new bike ready to ride!

 

 

I HAVE ALREADY RECEIVED MY ORDER

  1.     How can I start a return?

Within 14 calendar days after receiving your order, you have the right to return one or all products of your order and have a refund.

Within 30 calendar days after receiving your order, you have the right to return one or all products of your order and have a voucher with the value of the product/s returned.

To start a return or cancellation, it’s essential that you contact us via email on info@trial-bikes.com.

 

  1.     Do I have to cover any expenses when doing a return?

In case of a return, you must pay for shipping expenses to bring the product back to our workshop.

If you prefer, we can schedule a pickup with our shipping company. In that case, contact us first on info@trial-bikes.com.

 

 

  1.     Can I return a product that I have used?

No, a used product cannot be returned.

 

 

  1.     Is there any product that cannot be returned or replaced?

We do not accept returns or replacements of any of these products:

            · Underwear.

            · Foods and nutrition products.

            · Electronic products that have been turned on and/or activated.

            · Any product that has been subject to use, modification or with signs of wear/inadequate handling.

 

 

  1.     What can I do if I receive a damaged product?

We always double-check all products when preparing every order and make sure they are well-protected inside their packaging.

Therefore, if the shipping tries to deliver to you a damaged package or with signs of poor treatment, you mustn’t accept the delivery.

If you accept the delivery and then identify damaged caused by transport, it is essential that you let us know within 24h after receiving the package, since we must inform the shipping company immediately to claim for the damage.

If you identify any issues regarding the products you have ordered, that might not have been caused by transport, please contact us on info@trial-bikes.com and attach pictures explaining this issue.

 

  1.     What can I do if I receive a product by mistake?

To prevent human mistake, we double-check every product when preparing each order. However, in case of a mistake on our side, if you receive an item that you didn’t purchase, please contact us as soon as possible on info@trial-bikes.com and we will try our best to solve this issue.

 

  1.     How can I make a warranty claim?

All products purchased through TrialBikes are covered by their legal warranty, covering manufacturing faults and defects caused by inadequate handling/installation.

If you believe one of the products you have purchased from TrialBikes has damage, faults or any issue and want to start a warranty request, please contact us via email on info@trial-bikes.com and let us know:

            · Order number.

            · Brief explanation of the issue.

            · Attach pictures or videos showing the issue, so that we can clearly identify and recognize it.

We will contact the brand to manage the claim and will inform you about the situation as soon as possible. Waiting time depends on each brand’s own technical service. The decision to replace or repair the product depends exclusively on the brand.

If the warranty is accepted, we will deliver the new or repaired product to you free of shipping costs. Wereserve the right to reject a warranty request, if the returned item does not meet the conditions outlined in our returns policy upon arrival.

TrialBikes does not covergeneral wear of tyres, inner tubes, brake cables, brake pads, grips, etc. Nor will we accept items that have got wet, smell badly or that cause physical discomfort.

Damage caused by external factors will not be considered: friction, sharp objects, chemical products, etc.

After the initial 14 calendar day period, TrialBikes reserve the right to repair/replace faulty products under warranty. All repaired or replaced products will be covered during the remaining warranty from the original product.

 

  1.     I ordered the wrong size, how can I replace a product for the appropriate size?

To manage the replacement of one of the products you ordered for another size, you must purchase the item Product pickup and replacement delivery, covering both the shipping expenses from the pickup of your product and the delivery of the appropriate size.

At the “If you want to add a comment, please write it” box, please write your order number, the product we must pick up and the new product you want us to ship instead. You must not purchase the product again: only purchase the item Product pickup and replacement delivery, and choose “Pickup in Store” so you don’t have to pay any extra expenses.

It's important that you have the product ready to hand it to the shipping company, which will deliver the new package to you.