This Shipping & Delivery Policy is part of our Terms and Conditions(“Terms”) and should be therefore read alongside our main Terms: trekbikesuae.com/terms-and-conditions.

Please carefully review our Shipping & Delivery Policy when purchasing our products. This policy will apply to any order you place with us.

WHAT ARE MY SHIPPING & DELIVERY OPTIONS?

• In-Store Pickup / Local Pickup
  • For faster access, you can choose in-store pickup/local pickup. After placing your online order, our sales team will notify you when the item is ready for pickup at your preferred store.
  • The timeline for collection, however, will be subject to availability in your preferred retailer or if we will need to arrange for the stock to be available from one of our alternate retail locations.

• Free Shipping
  • We offer free shipping on orders above AED 500.00.

• Standard Shipping
  • Your order will be shipped directly to your door by our chosen couriers. For bikes sent by standard shipping, it will arrive carefully boxed and partially assembled with the required tools and step-by-step instructions for complete assembly.
  • Any orders over the value of AED 500.00 will be shipped free of charge. Orders below AED 500.00 will be charged at a rate of AED 20.00.
  • Orders will be delivered through a chosen courier service, door-to-door within 2 working days from the date of order. Any orders placed on or before Weekends (Friday – Sunday) or on public holidays will be delivered the next working day.
  • Only Entry Level Bikes (FX, Dual Sport, Marlin, Domane AL, Emonda ALR, and Kids bikes) can be delivered using the standard shipping option, where your bike will be shipped directly to your door and will arrive carefully boxed and partially assembled with the required tools and step-by-step instructions for complete assembly.
  • Any high-end bikes purchased will automatically be placed for Premium Shipping.
• Premium Shipping
  • For high-end bikes only (Madone SL / SLR, Domane SL, Checkpoint, Supercaliber, Procaliber, eBikes, Special orders, and Project One bikes).
  • When Premium Shipping is chosen for bike deliveries, we will deliver your bike fully assembled right to your door and include a basic bike fit upon delivery by our professional bike fitter.
  • Further, a basic rundown of the bike will be given upon handover of the bike with information such as servicing and maintenance, correct use, warranties, etc.
  • For entry-level bikes opting Premium Shipping, a charge of AED 100.00 will apply.

If you select a shipping option, we will follow up after you have placed the order with any additional shipping information.

DO YOU DELIVER INTERNATIONALLY?

We do not offer international shipping.

SHIPMENT PROCESSING TIME:

• Excluding Bikes
  • We aim to have all orders processed within 1-3 business days.
  • Trust us, we know that new cycling gear is exciting and we will always try our best to make sure that your order is with you as soon as possible, but times can get busy. If we are experiencing a high volume of orders, shipments may be delayed by a few days. If there is a significant delay in shipment of your order, we will be sure to contact you via email or telephone and let you know when you can expect your items.

• For Bikes
  • Different items will have different processing times, this is especially the case with bikes where each bike will be individually assembled and checked by a fully-qualified mechanic before being shipped to the customer.
  • Our Customer Care team will be in contact with you on each bike purchase and liase with you further.

DELIVERY TIMEFRAMES

For orders within the United Arab Emirates, delivery is done between 1 – 3 business days. Any orders placed on Saturday evenings, Sundays, and public holidays will be prepared for delivery on the next working day.

CLICK & COLLECT OPTION:

We offer a Local Pick-up service for customers who prefer to pick up their orders from our stores. Here are the policies regarding our Local Pick-up service:

• During the checkout process, select the “Local Pick-up” option to pick up your order from one of our stores.
• Processing times may vary depending on the availability of the products at the store you choose to pick up from. We may require 24 to 48 hours to prepare your order for pick-up. In case of any urgent request, please reach out to our customer service team at [email protected] for further assistance.
• Once your order is confirmed and ready for collection, you will receive an order pickup email with details of the store location you selected.
• Orders can be picked up any day from Sunday – Saturday, 10:00 AM – 8:00 PM.
• When you arrive at the store, please bring a copy of your order confirmation email and a valid ID for verification.
• If someone else will be picking up the order on your behalf, please provide them with a copy of the order confirmation email and a written authorization letter from you.
• If you have any questions about your order or the pick-up process, please contact our customer service team at [email protected].
• Once the order is ready for pick-up, we will hold it for up to 7 days. If you are unable to pick up your order within 7 days, please contact us to arrange an alternative pick-up time. If we do not hear from you within 14 days of the initial pick-up notification, we reserve the right to cancel your order and issue a refund.

ARE THERE OTHER SHIPPING RESTRICTIONS?

• Trek Bikes UAE will not deal or provide any services or products to any of OFAC (Office of Foreign Assets Control) sanctions countries in accordance with the law of UAE.
• Orders only ship on business days, which are Monday – Saturday.

DAMAGES

Each order goes through industry leading quality controls before being properly packed and shipped. As a result, Trek Bikes UAE is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact us within the first 24 hours at [email protected] and we will do our best to resolve the issue.

– Please save all packaging materials and damaged goods before filing a claim.
– Images of the broken product must be submitted to us when filing a claim.
– No returned items will be accepted without prior communication including pictures.

Please be aware that the product, in reality, might look different from the photos on our website, this is because the photos are purely for illustrative purposes and do not represent what the product could look like in reality.

CANCEL ORDERS

You may request to cancel your order if the order is not dispatched. Please check your order status on the website and then contact us at [email protected].

QUESTIONS ABOUT RETURNS?

If you have questions about returns, please review our Return Policy: trekbikesuae.com/return-and-refund-policy.

HOW CAN YOU CONTACT US ABOUT THIS POLICY?

If you have any further questions or comments, you may contact us by:

• Email: [email protected]
• Online contact form: trekbikesuae.com/contact