Terms of Service, Returns & Frequently Asked Questions
RETURN POLICY:
You may return any unused product within 10 days for a store credit. The customer is responsible for any shipping charges to return products to us. Store credits can be used to purchase products or rent bikes, and can be used at any of our locations. This excludes any special orders placed with us for items we do not typically stock. All sales are final on used items, discounted items and special order items.
Return Policy for Bikes: If you purchase a new bike from us and change your mind within 7 days of purchase, you may return the bike to us in new, unused condition and we will offer a store credit minus a 15% restocking fee. For E-bikes we will consider the bike unused as long as it is returned in new condition with less than 10 miles added to the odometer by the customer from time of purchase. This excludes used bikes. All sales are final on used bikes.
Custom bikes and sidecars: Sorry, no refunds or exchanges for custom-built or custom painted bikes or sidecars. ALL SALES ARE FINAL FOR SPECIAL ORDERS. We do not offer refunds for sidecars, but are happy to provide a store credit. Customers are responsible for returning the sidecars to us in new, unused condition. We are not responsible for shipping charges and strongly encourage you to take out shipping insurance before shipping back to us. Please note that sidecars are made to order (unless purchasing one we have in stock) and production/ shipping lead-times can vary.
Special orders: We require full payment up front for most special orders. For special order bikes that are currently out of stock with the mfg, we require a $500 deposit with the balance due when the product comes in. If we are drop shipping the product to you we will require full payment at the time you place the order. If the item is in stock at time of purchase we require full payment. For bike deposits, we will gladly refund the $500 deposit if we are unable to deliver the bike within 30 days of the stated delivery time on the order, or if you cancel the order in writing prior to us receiving the bike order confirmation from the supplier.
BIKE RENTALS POLICY:
Bike Rentals: Customers are responsible for any damages to our rental bikes. We offer optional insurance for accidental damage that will cover up to $200 in accidental damages- this must be purchased prior to riding the bike. Accidental damage includes cosmetic damage to the paint (including dents and scratches), damage to the rims, damage to the grips and pedals, damage to the seat or fenders, chain, derailleur or kickstand.
Rental Refund: We will gladly refund any rental that is cancelled in writing at least 7 days in advance of the reservation. For reservations that are cancelled within 7 days of the reservation, a store credit will be issued. We will not issue any refund or store credit for customers that don't show up or that call us to cancel after their reservation has started or on the day of the reservation. There is no refund on discounted rentals booked online or through third-party booking platforms.
We reserve the right to cancel any reservation due to poor weather or if we believe the rider is incapable of riding safely. If we cancel the reservation a full refund will be offered.
Customers are responsible for paying for any bikes not returned, as well as any outstanding rental fees accumulated after the original booking (minus any discounts) should the bikes not be returned on time. The card on file will be charged for the full retail value of the bikes if they are not returned within 48 hours of the end of the reservation. Rental fees will continue to accumulate until bikes are returned or paid for. We offer complimentary locks which should be used to lock bikes up to keep them from getting stolen.
BIKE REPAIRS AND SERVICE:
We offer full service and repairs for all bikes we sell. Pricing for service will be quoted prior to any work being done on your bike.
We reserve the right to refuse service on any electric bike that is not purchased from a brick and mortar retailer or for any electric bike brand that we do not carry.
We will provide service and repairs for all types of bikes, both acoustic and electric. We typically will not work on any ebike electronic systems that we don't carry. We are happy to do general repairs and tuneups on all bikes, but we will not work on the electronic components unless the bike is purchased from us or is a brand we carry. Customers that purchase their bikes from us will receive discounted service rates, to include complimentary basic tune-ups and adjustments.
OTHER FAQ:
Do you allow dogs? Yes, we allow dogs in all of our shops and we also allow dogs to go cycling in our sidecars, dog baskets and pull-behind trailers.
Do you price match other sites? Yes, we will price match any reputable company offering the same product at a lower price. Price match will be honored at time of purchase only.
Do you offer shipping? Yes, we ship most products to all 50 states and Canada, many products we ship for free.
Do you ship bicycle sidecars? Yes, we ship to all 50 states and Canada. Our sidecars are for kids and dogs up to 100 lbs. The sidecars are made to order and typically take 6-16 weeks to ship (lead-times vary based on time of year and any customizations also add to the lead-time) . They will work with most bike frames. Contact us for assistance in placing an order, or stop into one of our shops to test ride one and place an order. We do stock sidecars as well, sorry, we usually do not ship the sidecars we stock, they are for local pickup only.
What is your warranty policy? We honor the warranty policy of each brand we carry.
Do you offer customization? Yes, we can customize your bike or sidecar relative to paint and components, but we do not offer modification of electronic systems and we will not install e-bike kits on existing bikes.
SHIPPING DAMAGE:
We reserve the right to replace or repair any damages caused during shipping, at our discretion. All shipping damage must be communicated to us within 24 hours of receiving the delivery. Photos showing the packaging as well as the damages to the product, with a detailed written description, must be emailed to admin@maddogsenglishmen.com
BIKE TRADE-INS and CONSIGNMENT: Please contact us to discuss options or email us at Info@maddogsandenglishmen.com (subject line 'bike trade-in or consignment request'). We offer trade-in store credit from Bicycle Bluebook for most bikes (electric and non-electric)- you can calculate the trade-in value on our website- if you agree to the amount they offer for your bike, you can simply bring your bike into us and drop off and we take care of everything else. On occasion we will also put used bikes on sale in our stores (and website) on consignment, with an agreed to amount being paid out to the customer via a store credit upon sale of the bike (we typically keep 25% of the sale price of the bike, or another negotiated amount). For store consignment, bikes must be in excellent, like new condition, and be a brand we carry. We reserve the right to refuse any trade-in or consignment request.