Policies & Shipping
Online Shopping Policies
Order Status
Our online support phone number is 413-528-5555 ext 4. Please leave a message and we will return your call promptly.
Our online support email is jpierson@berkshirebikeandboard.com
In addition to that you will receive emails every step of the way as we process your order.
Here is a quick guide to explain the most common order statuses:
- Submitted – Your order has been successfully placed and is on its way to being processed.
- Processing – We are assembling your order and packaging it for shipment.
- Shipped – The carrier has picked up the package and is in route to delivery.
Sales Tax
Berkshire Bike and Board collects sales tax (if any) on orders based on the shipping address. You will be notified of the initial estimated sales tax amount during checking out.
Cancellations
Customer Cancellations
If you wish to cancel an order that has not been processed yet, then please contact online support. If your order has not been processed, then a customer service representative may cancel it for you in which event we will send you an email confirmation and any charge associated with the canceled order will be dropped. Please note that our goal is to process and ship all orders as quickly as possible. Thus your available time to cancel an order may be limited.
BBB Cancellations
If an issue results in our failure to fulfill your complete order, then we may cancel the order. Such issues may include, but are not limited to, complications with item availability, limitations on quantity, payment processing, or pricing errors. If an issue like this does occur and your order is canceled, then we will send you an email notification or call you at the phone number provided, and any charge associated with the canceled order will be dropped. We reserve the right to limit the quantities of any items purchased.
Online Order Returns
For any reason, you may return your purchase within 30 days from the date of delivery for a full refund.
The returned product must be in its original condition, unused, and with all original packaging and tags intact.
If the product is not brand new and in packaging, we will issue a store credit for the returned item.
For online orders, a return label will be provided upon request. This convenient return label will simplify the return process for you,
Return Fees
For online accessories orders, a return fee of $20 will be deducted from the refund amount. This fee helps cover the cost of return shipping and processing.
For online bicycle returns, a return fee of $150 will be deducted from the refund amount. This fee covers restocking and rebuild costs for bikes.
To Return In-Store
If you wish to return your online order in person to one of our store locations, then the return must be accompanied by the original packaging slip that comes with your order.
Online Bike Shipping
How does shipping a bike work?
- We offer free shipping on most full-priced bikes, and a $109 fee for bikes on sale. Shipping charges may vary based on the bike and shipping destination. Bikes are carefully built, tuned and packaged to prevent damage during transit. Although many people can put together the bike on their own we always recommend professional assembly at your local bike shop.
PRICING
Berkshire Bike and Board is dedicated to offering you the best prices for quality bicycles, cycling gear, and other products. These prices may vary in our online and retail stores and are subject to change without notice. While our goal is to prevent any error in posted product and pricing information, these errors may still occur. In the event of such an error, Berkshire Bike and Board reserves the right to cancel any order containing these errors at its sole discretion. If your order is canceled, then we will send you an email to the email address that you provided at checkout.
INVENTORY STATUS
Because our store inventory is always changing, the stock status information is approximate and an item's availability cannot be guaranteed. To verify availability, please call the store and reference the product title and price.
Items which display an “Add to Cart” button after choosing a color and size combination are available in stock and available for purchase online at that time, according to our records.
Shipping Timeline
Items listed as "In Stock" are typically expected to ship within 1 business day if submitted before 11am. Thus, weekends, holidays, special promotions, and other factors may delay shipment of some orders. Bikes listed as 'In Stock' are typically expected to ship within 3 business days if submitted before 11am.
Shipping Internationally
We do not ship to international addresses, international freight forwarders, APO, FPO, or territories.
We only sell and ship items to customers in the Continental U.S.
Shipping Cost
| Order Amount | Shipping Cost |
|---|---|
| Accessories $0 to $99.99 | $9.99 |
| Accessories Over $100 | FREE |
| Bikes at Full Price | FREE |
| Bikes on Sale | $109 |
In Store Shopping Policies
100% SATISFACTION GUARANTEE
We stand behind everything we sell. If for any reason you are not satisfied with your purchase, we are happy to make it right. Please read "Returns" below for more information.
In store Returns - 7 day money back and 30 day store credit
- Unopened items with original tags
- Bike has to be in like new condition *needs to be less than 100 miles for e-bikes - 10% restocking fee if over 100 miles.
- No returns on sale items
Restocking Fee
All item returns outside our normal return window will be subject to a 25% restocking fee as long as they are in like new condition.
Layaways - 30 Day Layaways
- At Berkshire Bike and Board we are happy to hold items in our customers' layaway for a full 30 days with a 20% deposit.
- After this time, the customer will be called and emailed that their layaway holding period is over. At that time the items will be taken out of their layaway and put back on the sales floor. The deposit will be kept on the customer's account to be refunded at any time.
Consignment - We don’t do it.
Trade-In Bikes
- We will take your bike on a trade-in as a credit towards a new bicycle.
- We use Bicycle Blue Book as a starting point for what we will offer you for the bike.
Used Bikes
All used bikes are sold “AS IS” with a 30 day warranty. They do get a full service before being put out for sale. Regular return policy applies.
One Year Free Tuneups
- All new bikes come with one free year of basic bicycle tune ups.
- This covers the cost of the labor for the basic tune, but doesn’t cover parts and / or additional service.
Backorders
- We are happy to place items onto a backorder list for a 20% refundable deposit.
- We cannot guarantee backorder item ETA’s and we do ask that if you find the item elsewhere to please call us so we can cancel the item before it ships.
Special Order Freight Charges
| Special Order Bikes (Regular) | $25 |
| Ready to Ride Bikes | $199 |
| Parts and Accessories | $7.50 |
| Oversized Freight (Hitch racks, cargo boxes, etc) | $25 |
INFORMATION SECURITY
We protect the security of your information during transmission by using Secure Sockets Layer (SSL) software, which encrypts all of the information you provide to us and prevents outside parties from being able to "see" your transaction information. When your account information is displayed on your screen, we only display the last five digits of your credit card numbers. You also have the choice of whether or not to save credit card information with us in your Online Account.
We sometimes use other companies (third-party service providers) to perform functions on our behalf. Examples include fulfilling orders and delivering packages. They need access to some personal information in order to perform their duties but may not use this information for other purposes.
PRICES & INFORMATION
Our website is intended to help you. We make every effort to maintain current, accurate prices in our online catalog. And we strive for similar accuracy and timeliness with the other information we offer here. We appreciate your understanding should any of the prices or other information provided be incorrect and regret any inconvenience such mistakes may create. Please bring any errors you find to our attention on your next visit or by calling or emailing us. Thank you!
Hey, I have some more questions.
Berkshire Bike and Board is a brick and mortar bike shop based in the beautiful Berkshires of Western Massachusetts and surrounding areas. We have four physical locations and our online shop. Nothing compares to shopping our physical locations but our website does a pretty good job of conveying our shops vibe.
If you are looking to chat with one of our sales professionals please follow one of these 2 avenues. Please know this, if you place an order online, none of our floor sales professionals will have any details about your order UNLESS it is a fully processed in-store pick up order. All messages and voicemails will be followed up with promptly, we appreciate your business. (Dial ext 4 to leave a voicemail regarding your online order.)