FAQ
If you have a question about your order placed at www.ethirteen.com (Our USA Webstore) or eu.ethirteen.com (Our EU Webstore) please submit the form below:
Country |
Distributor |
Phone |
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Argentina |
+54 9 294 4485516 |
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Australia |
+61 2 9679 8400 |
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Canada |
+1 604 552 2930 |
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Chile |
+56 22 555 5743 |
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China |
+852 26709833 |
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Columbia |
+57 1 5602031 |
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Czech Republic |
+420 284 840 310 |
|
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Finland, Denmark |
+358 050 548 0081 |
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France |
+33 4 94 54 19 50 |
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Germany,Austria, Benelux,France |
+49 9113107550 |
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Indonesia |
+62 21 53162413 |
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Israel |
+972 0 76 5455537 |
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Italy |
+39 010 8935035 |
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Japan |
+81 0 72 785 9525 |
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Malaysia |
+603 7727 5173 |
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Mexico |
+52 33 3283 4940 |
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Nepal |
+977 014444250 |
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New Zealand |
+64 (0)7 929 8523 |
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Norway |
+47 55 36 18 80 |
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Peru |
+51 997 032 903 |
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Philippines |
+63 32 255 8853 |
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Russia |
+7 499 236 82 78 |
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Singapore |
+65 6272 2629 |
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South Africa |
+27 021 201 7399 |
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South Korea |
+82 31 1705 3141 |
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Spain |
+34 945 158 288 |
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Switzerland |
+41 61 9855085 |
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Thailand |
+66 89 107 2270 |
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UK |
01332 274252 |
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USA |
+1 505 473 1010 |
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|
USA |
+1 800 346 0004 |
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Venezuela |
+58 305 593 9600 |
Non Defective Returns
All non defective, unused equipment can be returned for full credit of the merchandise within 30 days of purchase. If you are unsure if something will fit on you bike, please contact us before purchase. We are not able to accept items that have been test fit on bikes.
The following guidelines must be met for consideration of return:
- Must contact our offices within 30 Days of date of purchase. We do not accept returns after 30 days.
- Must have a valid Return Authorization Number. To get a Return Authorization number please contact our offices by submitting the request form: e*thirteen Webstore Order Inquiry Form
- We cannot accept items purchased through other retailers
- All returns must be postmarked within 10 business days from the issue date of the Return Authorization Number
- Packages not post marked within 10 business days of issue date of the Return Authorization Number may be rejected by the returns department
- Equipment must not be altered or tampered with
- Original merchandise box must not be defaced or altered in any way
- All returned merchandise must be in original carton with all manufacturers included accessories, manuals and instructions. Missing accessories will result in a reduced credit amount by the actual replacement cost of those items.
Defective Equipment Returns
Any goods which prove to be defective and fall within our warranty policy may be exchanged or repaired. The following guidelines must be met for consideration of return:
- Contact our offices for a return authorization number. No returned merchandise will be accepted without a valid return authorization number on the shipping label.
- All defective returns must be postmarked within 15 business days from the issue date of the Return Authorization Number. Packages not post marked within 15 business days of issue date of the Return Authorization Number may be rejected by the returns department.
- If merchandise returned as defective proves to not be defective a representative will contact the customer to either send the unit back to the customer or restock the item.
- Please note that customer has 3 business days to report any missing or damaged parts from date of delivery. All warranty re-shipments will be sent via standard shipping. Customers can upgrade the warranty re-shipment at their cost upon request.
Packages should be mailed to the appropriate address below with the Return Authorization on the outside of the box.
Return Address:
The Hive USA
Attn: Returns
1445 Technology Ln. Suite A9
Petaluma, CA 94954
The Hive Europe
Attn: Returns
Klosterstrasse 6
83278 Traunstein, Germany
PLEASE NOTE THAT ALL EQUIPMENT MUST BE IN THE ORIGINAL BOXES WITH THE MANUALS, INSTRUCTIONS AND ACCESSORIES IN ORDER TO ACCEPT ANY RETURNS. ANY EQUIPMENT NOT RETURNED IN THE ORIGINAL UNALTERED BOXES WITH THE UPC BAR CODE WILL NOT BE CONSIDERED FOR RETURN.
As soon as your item is fulfilled you will receive an email from us with the tracking number. Orders are shipped 24-48h after they are placed (orders are not shipped on Sat. or Sun.).
To inquire about your order, either reply to the order confirmation e-mail, or submit a request through the form here: e*thirteen Webstore Order Inquiry Form
If your item has shipped and there is a problem please contact us and we will do our best to help you. You can also contact the shipping carrier using your tracking number.
Covid-19 Advisory and shipping to Canada
Please be advised that shipments from our USA Office to Canada are currently taking between 15 and 30 days!
The delay generally appears once the parcel is engaged in the customs process. Unfortunately we have no control over this process, so if you need an item urgently, please contact our Canadian distributor, Live to Play Sports (Link)
USA items ship from our warehouse in Petaluma, California
EU items ship from Traunstein, Germany
At this time we have offices based in the Petaluma, California, USA and Traunstein, Germany.
The USA warehouse ships orders anywhere in the USA and Canada.
The German office ships orders anywhere in the EU.
If you are outside the USA/Canada or EU, you can contact one of our friendly international distributors or find an online bike shop that will ship internationally.