Store Policies

Ordering:

Online

Our priority is to ensure that our online store is user-friendly. Therefore, we have opted to delegate the responsibility of payment processing to specialized third-party payment processors, like PayPal and Stripe. These processors focus solely on offering secure and safe payment services as their primary business. We do not retain any of your payment information on our systems. Further details can be found in our privacy policy below.

Phone

To place an order via phone, please give us a call at (720) 340-8028. We would be delighted to assist you, although there’s a possibility that we may be occupied with attending to someone else in person. If that’s the case, kindly leave a message and we will return your call as soon as possible.

E-mail

If you prefer to place your order via email, feel free to see our contact page. After receiving your message, we’ll promptly reach out to you to coordinate the specifics of your order and arrange for payment.

In person

To ensure that we can give you our undivided attention, visits to our store are by appointment only. We take pride in being a specialty store that offers attention to each of our valued customers. Our personalized approach enables us to devote ample time to ensure that you receive the highest quality service and assistance in finding the perfect product to meet your needs. Therefore, we are flexible about scheduling appointments that suit you. We believe that a trike is a significant investment that should bring you many years of satisfaction. For this reason, we encourage you to come to our store and test ride our trikes in person so that you can make an informed decision. If you would like to schedule an appointment, please feel free to call us at (720) 340-8028 or visit our contact page.

Can I add items to my order?

We apologize, but it is not possible to add items to an existing order. The reason for this is that we do not retain your credit card or PayPal information, which is processed directly and securely by third-party payment providers. Therefore, we cannot add any additional charges to your payment once it has been approved by the processor. We take your security seriously, and this is why we do not store your card information on our systems.

In stock items

Our goal is to maintain an accurate inventory of the most frequently requested ICE trike accessories and spare parts, which we aim to keep in stock at all times. We do not deliberately designate any item as “in stock” unless we have it readily available to ship, except in (hopefully) rare cases of inventory inaccuracies.

Deposits

For significant purchases such as trikes or e-assist systems, a deposit is necessary to initiate a custom order. After we have placed the order with our vendors, the deposit becomes non-refundable.

Shipping:

We typically utilize USPS as our primary shipping method, although larger items may be shipped via FedEx or UPS. Assembled trikes may be transported by a freight carrier. Shipping fees are calculated based on the weight and volume of the items being shipped. We endeavor to ensure that our weight and dimension measurements are accurate, but there may be instances where the freight calculation software produces differing results from the actual freight charges. If the quoted price is reasonably close to the actual shipping costs, it will be honored. However, if the freight charges are calculated excessively high, we may choose to issue a partial refund. In cases where the freight charges are completely inaccurate, we reserve the right to cancel the order and provide a revised shipping fee estimate. If you believe that the shipping charges are unreasonably high, please inform us as it may be due to an error in the size or weight input. We kindly request that you retain all packaging until you are satisfied with your order.

If an order is placed before the carrier’s scheduled pickup time, it will typically be shipped on the same day. However, if an order is placed later on a Saturday or on a Sunday, it will not be shipped until the following USPS business day. Once your package is picked up by the carrier, it typically takes up to three business days for it to reach its destination.

USPS tracking says, “In Transit to Next Facility”. They’ve lost it, right?

Almost certainly not. We ship many packages with USPS and they virtually never lose a package. Out of the last 4,000 packages we’ve shipped via USPS Priority Mail they’ve only needed to pay insurance for one lost package. There are occasional delays. Delays are not common. Don’t panic.

But it says:

“Your package is moving within the USPS network and is on track to be delivered to its final destination. It is currently in transit to the next facility.”

That’s just code for they’ve lost it, right?

No. Please don’t panic. You’ll get your items. If you didn’t, it’s insured. Even if it wasn’t, you still have PayPal or credit card protection.

I’m still really convinced that it’s lost, when can you make an insurance claim?

15 days from when it was picked up. https://www.usps.com/help/claims.htm#filing

We’ll make a claim, they’ll probably find it. This has only happened twice in 3,000 orders. If it’s really lost, don’t worry, we’ll replace or refund your purchase, including shipping.

Returns & Refunds:

As new”, non-defective parts, accessories and apparel may be returned within 30 days of the purchase date for exchange or refund. Please contact us for a return authorization number. Return shipping costs are the purchaser’s responsibility. We will refund shipping costs of any merchandise sent due to an error on our end. Special order items are not returnable. Items, such as e-assist systems, that are registered to the purchaser are non-returnable, but are covered by the manufactures’ warranties. Recumbent Trike Store must give approval for return of merchandise. All Returnable merchandise is subject to a restocking fee. All items to be returned require a Return Authorization Number.
Returned merchandise must be in like new condition, and packaged the same way you received the item. Please speak to one of our customer Service Representatives prior to making any return. Custom Products or Special Order items are non refundable. These are items that we do not carry in stock and must order them specifically to fill a custom or special order. These sales are final. Prices and specifications on our website are subject to change without notice. We reserve the right to correct typographic errors.

Free Shipping

If you received free shipping, in addition to any restocking fees, the outgoing shipping charges we incurred shipping the item to you will be deducted from your return amount.

Canceled orders may be subject to a cancellation charge. Returned merchandise is subject to a twenty percent (20%) restocking fee, (not including shipping costs).
Shipping cost is not refundable. Buyer is responsible for all return shipping costs.

RECUMBENT TRICYCLE RETURNS

Trikes that have been registered for warranty activation with the manufacturer are no longer returnable.

If you are not satisfied with your trike purchased from The Recumbent Trike Store, you may return it (using the same shipping materials) within one week of the delivery date. You must contact us within three (3) days of receiving your trike to discuss the return of your trike. You will be charged 20% of the purchase price of the trike as a restocking/rental fee and we will refund the balance of the trike, less shipping and any damage assessed, to you. You will be responsible for return freight charges. (If you received the free shipping discount on your trike, you will pay the original shipping fee plus the return shipping fee). We will refund 50% of the purchase price of any accessories used during the two-week period as long as the item is in new condition.

This return policy excludes special orders, electric assist trikes, highly customized trikes and used trikes.

Please call us at 720-340-8028 for a return authorization.

Top End Wheelchair and Handcycle Return Policy

Topendsportsllc.com wants to ensure that you select the right product for you and your goals.  If you receive a product that doesn’t meet your needs we want to assist you.  See our return policy below.   

Kindly inspect your product when it is delivered. Refuse delivery if the product is damaged.  If the item is damaged or incorrect contact Top End Sports at topendorders@topendsportsllc.com or call Top End Sports.

Sport wheelchairs, handcycles, all terrain wheelchairs and other wheelchairs are custom-built and are not returnable.  If you have a product that doesn’t meet your needs, reach out to Top End and see if there are ways we can accommodate you.

Non-Returnable Items

Lithium-ion batteries are not returnable. Electronic devices, lights, computers, etc… are not returnable.

All sales are final and non-returnable on special orders, and sale items. 

Authorized returns must be unused, in its original condition and original unopened packaging with all factory labels attached.

Defective Merchandise

If you discover an item to be defective, please contact us regarding proper warranty procedure for that product. Several suppliers work directly with the consumer and have their own warranty procedures. Please contact us before sending the item back.

Shipping Damage

We pack your merchandise with care, so it should arrive in pristine condition. However, in the event it arrives damaged, please notify us before returning the item so we may contact the shipper.

Privacy:

Recumbent Trike Store is committed to privacy and security for all of our clients. Because we respect your right to privacy, we have developed a Privacy Statement as indicated below.

SMS Privacy Policy

Communication:

We assure you that we do not utilize SMS to contact you with offers or promotional messages.

Consent-Based SMS:

SMS communication will only be initiated if you have explicitly provided your consent to receive text messages from us or if we are responding to a specific request or inquiry made by you via SMS.

Privacy and Data Retention:

We uphold strict privacy standards. No personal information obtained from SMS messages will be retained or shared. We solely employ SMS as a means to engage in conversation with you, either in response to your SMS messages or to fulfill a specific request that you made, indicating your preference for text communication.

Protection of Your Mobile Phone Number:

Your opt-in mobile phone number will not be disclosed to third parties or affiliates for marketing or promotional purposes. We prioritize safeguarding your personal information and ensure that it will not be shared or sold to third parties for marketing purposes.

Please note that these SMS terms and conditions outline our commitment to privacy and responsible communication. However, the specific terms and provisions may vary depending on the region, applicable laws, and any existing agreements or policies in place.

Personal Information

We do not e-mail you unsolicited communications or special offers.

We will only e-mail about orders you have placed or if you have contacted us for information.

Under no circumstances do we transfer your email address to any other company for marketing purposes.

There are ways you can provide us with and consent to our collection of certain personal information:

E-mail Request – Links throughout our site provide you with the opportunity to contact us via e-mail to ask questions, request information and materials, or provide comments and suggestions. You may also be offered the opportunity to have one of our Sales Representatives contact you personally to provide additional information about our products or services. To do so, we may request additional personal information from you, such as your name and telephone number, to help us satisfy your request.

SMS Terms and Conditions

The Recumbent Trike Store (“the Company”) strives to ensure a seamless and convenient communication experience with our valued customers. Please review the following SMS terms and conditions:

SMS Communication Policy:

  1. Subscriber Opt-in Flow:

    • We clearly state our brand name, which is The Recumbent Trike Store.
    • We inform customers that the message frequency varies based on their specific requests and communication needs.
    • We include the phrase ‘Text HELP for help’ to let customers know they can text us for assistance.
    • We include the phrase ‘Text STOP to cancel’ to provide customers with the option to opt-out and discontinue receiving SMS messages.
    • We inform customers that message and data rates may apply, and we recommend reviewing their mobile service provider’s terms and conditions regarding text messaging charges.

  3. Message Frequency:

    • The frequency of messages you receive from us will vary based on your specific requests and communication needs. We aim to provide timely and relevant information while minimizing any potential inconvenience caused by excessive messaging.

  4. Message and Data Rates:

    • Please be aware that message and data rates may apply depending on your phone carrier or plan. It is recommended to review your mobile service provider’s terms and conditions regarding text messaging charges.

  5. Opt-Out Option:

    • If at any point you wish to discontinue receiving SMS messages from us, simply reply with the word “STOP.” This action will cancel any further text communication from the Company.

  6. Assistance:

    • If you require assistance or have any questions regarding our SMS services, feel free to text “HELP” to (720) 340-8028. Our team will promptly address your concerns and provide the necessary support.

  7. No Promotional Messages:

    • We assure you that we do not utilize SMS to contact you with offers or promotional messages.

  8. Carrier Responsibility:

    • Please note that carriers (mobile service providers) are not responsible for delayed or undelivered messages. Factors such as network congestion or technical issues beyond our control may impact the delivery of SMS messages.

By continuing to engage in SMS communication with the Company, you acknowledge and agree to these terms and conditions. The Company reserves the right to modify or update these terms as necessary, with any changes being communicated here.

If you have any further questions or require clarification, please contact us at your convenience.

This updated version now includes the assurance that SMS will not be used for promotional messages. Let me know if there’s anything else I can assist you with

Non-Personal Information

In general, we use Non-Personal Information to help us improve the Service and customize the user experience. We also aggregate Non-Personal Information in order to track trends and analyze use patterns on the Site. This Privacy Policy does not limit in any way our use or disclosure of Non-Personal Information and we reserve the right to use and disclose such Non-Personal Information to our partners, advertisers and other third parties at our discretion.

In the event we undergo a business transaction such as a merger, acquisition by another company, or sale of all or a portion of our assets, your Personal Information may be among the assets transferred. You acknowledge and consent that such transfers may occur and are permitted by this Privacy Policy, and that any acquirer of our assets may continue to process your Personal Information as set forth in this Privacy Policy. If our information practices change at any time in the future, we will post the policy changes to the Site so that you may opt out of the new information practices. We suggest that you check the Site periodically if you are concerned about how your information is used.

Statistical Information About Your Visit

Information obtained while visiting our site does not identify you personally, but rather records information about a visit to our site. We may monitor statistics such as how many people visit our site, which pages people visit, and which browsers people use. We use these statistics about your visit to help us improve the performance of our web site and over all user experience.

Cookies

We may use “cookies” on this site. A cookie is a piece of data stored on a site visitor’s hard drive to help us improve your access to our site and identify repeat visitors to our site. For instance, when we use a cookie to identify you, you would not have to log in a password more than once, thereby saving time while on our site. Cookies can also enable us to track and target the interests of our users to enhance the experience on our site. Usage of a cookie is in no way linked to any personally identifiable information on our site.

Information Sharing

Except as otherwise stated in this Privacy Policy, we do not sell, trade, rent or otherwise share for marketing purposes your Personal Information with third parties without your consent. We do share Personal Information with vendors who are performing services for the Company, such as the servers for our email communications who are provided access to user’s email address for purposes of sending emails from us. Those vendors use your Personal Information only at our direction and in accordance with our Privacy Policy.

In general, the Personal Information you provide to us is used to help us communicate with you. For example, we use Personal Information to contact users in response to questions, solicit feedback from users, provide technical support, and inform users about promotional offers.

We may share Personal Information with outside parties if we have a good-faith belief that access, use, preservation or disclosure of the information is reasonably necessary to meet any applicable legal process or enforceable governmental request; to enforce applicable Terms of Service, including investigation of potential violations; address fraud, security or technical concerns; or to protect against harm to the rights, property, or safety of our users or the public as required or permitted by law.

Credit Card Information:

We do not store credit card payment information or process any of your payments on our servers, but rather use a third party payment service known as “Stripe”. Therefore, any information regarding your payment processing and security must be verified in
Stripe’s own Terms of Service Agreement and Privacy Policy.

The payment processor, “Stripe”, may provide us with unique authentication tokens to make payments requests with. The payment processor ‘stripe” may also provide us with information such as your name, credit card type, expiration date, and the last four digits of your credit card number. This information is used only to make single payment requests.

COPPA

Recumbent Trike Store does not knowingly collect personally identifiable information from children under the age of thirteen. If you are under the age of thirteen, you must ask your parent or guardian for permission to use this website. Better yet, get off the Interwebs and go outside.

Warranties:

ICE:

Register your ICE trike to receive their 10 year warranty. If you do not register your trike you will be limited to a one (1) year warranty. Please make sure you use a valid email, as ICE will only contact you regarding any issues with your trike. ICE will never pass your details on to third parties or send you spam.

The warranty is available to the original owner for 10 years from the date of purchase. ICE guarantees that the frame, seat and steering components are free from material and manufacturing defects. As long as the trike has been ridden appropriately and has been kept properly maintained, ICE will replace or repair any defective parts. You can register your trike by clicking on this link:
http://www.icetrikes.co/support/warranty-activation

HP Velotechnik

As a purchaser of a new HP Velotechnik recumbent, you can obtain a 10 year warranty on the frame. Please register within 4 weeks after purchase with HP Velotechnik. A warranty registration form is attached to the
operating manual, alternatively you can download the form
here.

The warranty conditions printed in the instruction manual originally supplied with your bike apply.

In addition to this, HP Velotechnik offers a 10-year warranty on the frame of the recumbent bike/trike against damage through material or manufacturing defects. This warranty applies only to the original purchaser.

Damage through wear and tear, corrosion, or damage at the surface coating is excluded. Damage through inappropriate use, inadequate care, and maintenance, falls, crashes, overloading through excess weight, incorrect assembly, or modifications to the trike is also not covered. The onus rests with the purchaser. The warranty is void if any of the instructions in the manual are neglected.

The warranty starts with the date of purchase (see invoice of the dealer) of a new cycle. The warranty is processed via the dealer who ordered the cycle from HP Velotechnik.

In case of damage the dealer has to send the cleaned, damaged frame to HP Velotechnik so that we can check it if asked to do so by us.

In case of a damage covered by this warranty, we will replace or repair the damaged part with a part of our choice or a new part equal to the old one (warranty obligation). We do not cover any transport, labor or any secondary costs. No worn-out parts will be replaced or any inspection carried out under warranty.

In the event of any action that falls under warranty the original warranty period will not be prolonged and no new warranty will be given. If HP Velotechnik refuses to count a repair as a warranty case, we will only repair charging costs after having talked to the customer or his representative, the respective dealer.

It is necessary for the purchaser to fill in the warranty registration form attached to the manual to benefit from the extended warranty. This filled in form has to be sent to HP Velotechnik within 4 weeks after the purchase.

The warranty is only valid when the warranty pass at the end of the manual has been filled in when you received your trike and when every inspection listed has been done and recorded by your bicycle mechanic within the described schedule.

In the event of any warranty claim, the warranty pass, together with a copy of the proof of purchase has to be sent to HP Velotechnik through your dealer.

Shimano STEPS:

Warranty is two (2) years for all STEPS components beginning with the date of purchase.

Contact Information:

Recumbent Trike Store 10381 E 142nd Ave. Brighton CO 80602 Phone: 720-340-8028 e-mail: info@recumbenttrikestore.com

Changes to this Statement

Recumbent Trike Store will occasionally update this Statement of Privacy to reflect company and customer feedback. Recumbent Trike Store encourages you to periodically review this Statement to be informed of how Recumbent Trike Store is protecting your information.

By purchasing from this Website, you acknowledge and accept these terms and conditions. The Recumbent Trike Store recumbenttrikestore.com, the owner of this store, reserves the right to revise these terms and conditions at any time. We reserve the right to reject any order.