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With Pre-Order, you can purchase the latest items added to our store in advance of them arriving with us.
Your Pre-Order is prioritized (at no additional charge); meaning that as soon as the product arrives with us, we can wrap it straight back up; ready for collection via Click & Collect or dispatch to you — it often never even hits the stock room shelves!
With Prelaunch, the date when we expect to receive the product ourselves is still a little too hazy to be confident in accepting Preorders.
So, instead, you can submit your email address for the item you are interested in, and we will email you as soon as stock arrives in the system.
Estimated Delivery & Collection Dates are given on Pre-Order and Pre-Launch products. They are for indicative purposes only and can change at any time without notice.
The dates we provide are based on information given by our suppliers. Whenever we get updated information from our suppliers we will endeavor to update the Estimated Delivery & Collection Dates provided on product pages.
Hassle free returns
Returns Policy
We want you to love your ride and everything that goes with it. If something isn't right, bring it back and we'll work with you to fix it. Here's how returns work, whether you shopped with us online or right here at the shop.
Last updated September 2026
What you bought
Parts, accessories & apparel
Return window
30 days
What you get back
Refund to your original payment method
New bikes & e-bikes
14 days
Refund to your original payment method, if the bike is like new
Special orders & non-stock items
Store credit
Custom builds
—
Not returnable
Used and pre-owned bikes
Sold as is, final sale
Gift cards
Non-refundable
Return in-stock items within 30 days of purchase for a refund to your original payment method, as long as they are:
A few things we can't take back, for your safety and the next rider's: parts that have been installed or ridden, helmets that have been worn, opened nutrition products, and opened lubricants or chemicals.
New bikes may be returned within 14 days of purchase if they come back in like-new, unridden condition, with all accessories, manuals, chargers and hardware included.
What like new means
No tire wear, scratches, scuffs, dirt or other signs of use. Every returned bike is inspected here at the shop, and eligibility is based on the condition it comes back in. A bike that doesn't meet this standard can't be returned, but it stays covered by the manufacturer's warranty.
Test rides before you buy are always welcome, and we encourage them. Come see us and ride a few.
Used and pre-owned bikes are sold as is and are final sale.
Anything we order in specifically for you, including bikes, parts and apparel we don't normally stock, may be returned for store credit within 30 days of pickup or delivery. It needs to be unused and in its original packaging.
Custom bikes and builds made to your specifications are not returnable. Before we start, we'll walk through the whole build with you so you know exactly what you're getting.
Sale items follow the standard policy for their category. Items marked clearance or final sale can't be returned.
Gift cards are non-refundable. Service labor isn't refundable either, but if you're not happy with our work, bring your bike back and we'll inspect it and make it right.
If something shows up damaged or fails because of a defect, get in touch right away and we'll handle the warranty claim with the manufacturer for you. Please don't send products back to the manufacturer yourself, since that can delay or void the claim.
Bring the item and your proof of purchase to 6651 W National Ave and we'll take care of it at the counter. This is the fastest way, and it works for online orders too.
Email or call us with your order number before you ship anything back. We'll confirm the item is eligible and send you return instructions. Returns sent without contacting us first may be delayed.
Return shipping is the customer's responsibility, and original shipping charges are non-refundable, unless the return is due to our error or a defective product. Please use a trackable shipping method, since we can't be responsible for items lost in transit.
Start a return by email →
Once we have your return in hand and inspected, we'll let you know whether it's approved. Approved refunds are processed within 3 business days to your original payment method.
Depending on your bank or card issuer, it can take another 5 to 10 business days to show up on your statement. If it's been longer than that, reach out and we'll track it down with you.
Questions About A Return
Family Cycle Works6651 W National Ave, West Allis, WI 53214
414-488-6655
info@familycycleworks.com
Season:2022
Brand:Ergon
Code:HT6263
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