FAQ
If you have a question about your order placed thru our webstore, please review our refund and return policy here and submit the form below:
Country |
Distributor |
Phone |
| Argentina | Claudio Pértile | +54 9 294 4485516 |
| Australia | Dirt Works Australia | +61 2 9679 8400 |
| Canada | Mountain Exposure | +1 403-250-7099 |
| Chile | MKR | +56 22 555 5743 |
| China | Eastern Solar Bicycle Co. | +86 0755 28063930 |
| Columbia | Probikes Colombia | +57 1 5602031 |
| Costa Rica | DISTRIBUIDORA OCHENTA Y SEIS S.A | +506 4035 2000 |
| Czech Republic, Poland | LEVELSPORTKONCEPT s.r.o. | +420 284 840 310 |
| Finland, Sweden | Mintar Oy | -- |
| France | Tribe Sport Group | +33 4 94 54 19 50 |
|
Germany, Austria, Benelux, France |
Cosmic Sports GmbH | +49 9113107550 |
| Greece, Cyprus | SBR Bike | +30 6970835406 |
| Hong Kong | Chung Yung Bicycle Co. | +852 26709833 |
| Iceland | Stormur ehf. | +354 577 1717 |
| Indonesia | BAGUS BIKE | +62 21 53162413 |
| Israel | BikeDeal | +972 0 76 5455537 |
| Italy | 4guimP Srl | +39 010 8935035 |
| Japan | OVERRIDES (Gravity Lab) | +81 27-288-8177 +81 90-4432-7756 |
| Mexico | Grupo Marvelsa | +52 33 3283 4940 |
| New Zealand | Bike Life Supply Co. | +64 220615736 |
| Norway | Sykkel Komponenter | 004 748 239 210 |
| Panama | EXT Sports S.A. | +507 303 6377 |
| Peru | URQU | +51 993 225 856 |
| Philippines | YKK Bikes | +63 32 255 8853 |
| Puerto Rico | Summit Caribbean | +781 913 8894 |
| Romania | Mondo Frames Distribution | +403 705 09009 |
| Russia | Bike Products Company | +7 499 236 82 78 |
| Singapore | ReEvolution Pte Ltd | +65 6272 2629 |
| Slovenia | MTBPro | +386 40 716 444 |
| South Africa | Get Stoked Distribution | +27 021 201 7399 |
| South Korea | BICEMOTO Inc. | +82 2 2631 2752 |
| Spain | Bike Difusion | +34 945 158 288 |
| Switzerland | TST Trading GmbH | 044 944 93 93 |
| UK | e*thirteen UK | +44 1158 374020 |
| USA | Bicycle Technologies Int. | +1 505 473 1010 |
| USA | Quality Bicycle Products | +1 800 346 0004 |
| Venezuela | Elite bikes | +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 - Returns
1435 Technology Lane, Ste B5
Petaluma, CA 94954-7615
e*thirteen Europe - Returns
Klosterstrasse 6
83278 Traunstein, Germany
e*thirteen UK - Returns
2, Lowdham Street
Nottingham
NG3 2DP United Kingdom
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.
- Obtain a seller's permit: In most states, you must first register for a seller's permit (also called a sales tax license) with the state's tax authority. This permit allows your business to collect sales tax from customers and issue resale certificates to suppliers.
- Issue the certificate: You present a valid resale certificate to a vendor or supplier when purchasing items for resale. The certificate informs the supplier that they do not need to charge sales tax on the transaction.
- Collect tax from the end customer: When you sell the item to a consumer, you are then responsible for collecting the sales tax from them and remitting it to the state.
- Use for inventory only: The certificate can only be used for items you plan to resell. Using it for items for your business's own use, such as office supplies, is illegal and can result in penalties.
Key differences: Reseller certificate vs. seller's permit
While often confused, a reseller certificate and a seller's permit have distinct purposes.
Seller's permit: A license that gives a business the legal authority to collect sales tax from its customers.
Reseller certificate: A document that allows a business to make tax-exempt purchases of inventory from its suppliers. Multi-state variations
State-specific certificates: Many states require their own specific resale certificate form.
Multi-state certificates: Some states accept a multi-jurisdiction form, such as the Multistate Tax Commission's Uniform Sales & Use Tax Certificate, which can ease compliance for businesses operating across state lines.
Non-accepting states: Some states will not accept out-of-state resale certificates, so businesses may need to register for a sales tax permit in that specific state.