FAQ
Due to Brexit, the customs regulations for shipments to England have unfortunately changed and shipments to the UK from our EU warehouse are now import/export shipments.
We try to keep the effort for you as a customer here as low as possible. Unfortunately, for shipments that exceed a value of goods of 135.00 GBP, there is a double calculation of VAT by our shipping service provider. You may also be asked to pay VAT upon receipt of the goods in addition to normal import duties. If you've been forced to pay VAT twice, please send us a payment confirmation of the invoice of the shipping service provider as well as the order number, by email to sales.eu@ethirteen.com and we will refund the VAT paid to us.
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 |
|
Argentina |
+54 9 294 4485516 |
|
|
Australia |
+61 2 9679 8400 |
|
|
Canada |
+1 604 552 2930 |
|
|
Chile |
+56 22 555 5743 |
|
|
China |
+86 0755 28063930 |
|
|
Columbia |
+57 1 5602031 |
|
|
Costa Rica |
+506 4035 2000 |
|
|
Czech Republic |
+420 284 840 310 |
|
|
Finland, Denmark |
+358 050 548 0081 |
|
|
France |
+33 4 94 54 19 50 |
|
|
Germany,Austria, Benelux,France |
+49 9113107550 |
|
|
Hong Kong |
+852 26709833 |
|
|
Indonesia |
+62 21 53162413 |
|
|
Israel |
+972 0 76 5455537 |
|
|
Italy |
+39 010 8935035 |
|
|
Japan |
DIRTFREAK |
+561 86 8307 |
|
Malaysia |
+603 7727 5173 |
|
|
Mexico |
+52 33 3283 4940 |
|
|
New Zealand |
Pushys NZ |
+03 668 1261 |
|
Panama |
EXT Sports S.A. | +507 303 6377 |
|
Peru |
+51 993 225 856 |
|
|
Philippines |
+63 32 255 8853 |
|
|
Poland |
+48 668 472 525 |
|
|
Puerto Rico |
+781 913 8894 |
|
|
Russia |
+7 499 236 82 78 |
|
|
Singapore |
+65 6272 2629 |
|
|
South Africa |
+27 021 201 7399 |
|
|
Spain |
+34 945 158 288 |
|
|
Switzerland |
+41 61 9855085 |
|
|
UK |
-- |
-- |
|
USA |
+1 505 473 1010 |
|
|
USA |
+1 800 346 0004 |
|
|
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 receipt 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:
*No refunds/returns on prodeal purchases such as those thru expertvoice.com or our grassroots sponsorship program.
To Request a return, please fill out the form at the link below, and select "Request a Return":
Defective Equipment
Any goods which prove to be defective out of the box fall within our warranty policy, and may be exchanged or repaired.
Please submit a Warranty Request at this link:
e*thirteen Warranty Request Submission Form
Return packages should be mailed to the appropriate address below with the necessary return information on or in the package.
Return Address:
e*thirteen USA
Attn: Returns
3855 Cypress Drive Ste B
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.