FAQ

e*thirteen Webstore Order Inquiry Form

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:

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e*thirteen Worldwide Distributors

Country

Distributor

Phone

Argentina

Claudio Pértile

+54 9 294 4485516

Australia

Dirt Works Australia

+61 2 9679 8400

Canada

LTP Sports Group Inc.

+1 604 552 2930

Chile

MKR

+56 22 555 5743

China

Chung Yung Bicycle Co.

+852 26709833

Columbia

Probikes Colombia

+57 1 5602031

Czech Republic

LEVELSPORTKONCEPT s.r.o.

+420 284 840 310

Finland, Denmark

Tarmin Oy

+358 050 548 0081

France

Tribe Sport Group

+33 4 94 54 19 50

Germany,Austria,

Benelux,France

Cosmic Sports GmbH

+49 9113107550

Indonesia

BAGUS BIKE

+62 21 53162413

Israel

BikeDeal

+972 0 76 5455537

Italy

4guimP Srl

+39 010 8935035

Japan

SERA HOLDINGS

+81 0 72 785 9525

Malaysia

Procycle MTB

+603 7727 5173

Mexico

Grupo Marvelsa

+52 33 3283 4940

Nepal

Trek Bicycles Nepal

+977 014444250

New Zealand

Day Zero 

+64 (0)7 929 8523

Norway

Sykkelbutikken AS

+47 55 36 18 80

Peru

Rojo Sports

+51 997 032 903

Philippines

YKK Bikes

+63 32 255 8853

Russia

Bike Products Company

+7 499 236 82 78

Singapore

ReEvolution Pte Ltd

+65 6272 2629

South Africa

Get Stoked Distribution

+27 021 201 7399

South Korea

Ex-Office

+82 31 1705 3141

Spain

Bike Difusion

+34 945 158 288

Switzerland

TST Trading GmbH

+41 61 9855085

Thailand

Buubike Ltd.

+66 89 107 2270

UK

Moore Large

01332 274252

USA

Bicycle Technologies Int.

+1 505 473 1010

USA

Quality Bicycle Products

+1 800 346 0004

Venezuela

Elite bikes

+58 305 593 9600

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/hc/en-us/articles/360037768831-e-thirteen-Worldwide-Distributors
Refund, Return Policy

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.

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/hc/en-us/articles/208010186-Refund-Return-Policy
Where is my item?

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)

 

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/hc/en-us/articles/208894866-Where-is-my-item-
Where does my item ship from?

USA items ship from our warehouse in Petaluma, California
EU items ship from Traunstein, Germany

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Do you offer international shipping?

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.

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