Brimstone Bicycles / Customer Care
Canceling before shipment is usually straightforward. Once your order is with a carrier, a return takes a little more coordination. We'll help you understand the right next step.
For purchases made directly from Brimstone Bicycles. Eligibility, timing and exclusions apply.
Standard eligible items · from delivery.
A shorter window applies to complete e-bikes.
Restocking fee on eligible returned merchandise.
First, check your order
The process depends on whether your items are still being prepared, already traveling, or have reached you.
Cancellation is generally easier. Contact us promptly with your order number. If the order can still be stopped and is eligible, we can cancel it without asking you to ship anything back.
Contact us before taking action. A carrier pickup may prevent a simple cancellation. Intercepts are not guaranteed; the item may need to follow the return process. Approved returns can use a Brimstone-provided label with its cost deducted from the refund, or customer-arranged shipping at the customer's expense.
The return window begins at delivery. Eligible standard items have 31 days; e-bikes have 14 days. Items must be new and unused, with original packaging and included parts.
Important: The absence of a tracking email does not necessarily mean an order can still be canceled. Some orders are supplier-fulfilled or may already be in processing. We confirm the actual fulfillment status before approving a cancellation.
Cancellation requests
If you need to cancel, reach out right away. For a standard eligible order that hasn't shipped, this is typically a straightforward process.
Cancellation is not final until our team confirms that fulfillment has been stopped. Custom or special-order arrangements may require individual review based on the terms agreed at purchase.
Orders already on their way
Once a shipment has been handed to the carrier, it generally can't be canceled like an unshipped order. A carrier intercept or return-to-sender may not be available, especially for oversized bicycles.
Contact Brimstone before refusing delivery or arranging a return. We'll review eligibility and explain how the item should travel back.
Return requirements
We're happy to review eligible returns. The requirements below are drawn from Brimstone's published return terms.
Eligible merchandise
Existing exclusions
Before repacking or booking a carrier, contact us. Complete bicycles and e-bikes require extra protection, may incur significant return freight, and must remain in qualifying condition. Retain every part of the original packaging. For an e-bike battery or battery-containing shipment, obtain appropriate shipping instructions before arranging transport.
For approved merchandise returns
For standard returns, return-shipping costs are the customer's responsibility. Choose the approach that is easiest for you once our team approves the return and provides instructions.
Option 01 / Brimstone label
Option 02 / Ship it yourself
Before shipping: Do not return an item without authorization and instructions. For complete bicycles, e-bikes, oversized shipments or battery-containing packages, contact us about an appropriate return method first. A possible restocking fee is separate from return-shipping costs. Damaged, defective or incorrect items are reviewed separately.
Refunds, fees and options
These are the financial terms that matter most after an order has shipped or a return is approved.
We can provide a return label and deduct its cost from an approved refund, or you may arrange and pay for return shipping. Oversized bicycles require coordination.
A restocking fee of 15% may be deducted from an approved merchandise return. Depends on the item. Please contact us about this.
Refunds are issued under the published timeline following receipt of returned goods. Bank posting times can vary. Canceled orders are processed after confirmation.
Store credit or an exchange may be available instead of a refund. Ask our team about the options for your particular order.
Different issue? Different process.
Don't treat a damaged, defective or incorrect shipment as a routine change-of-mind return. Contact us promptly so we can review what happened and provide the appropriate next steps.
If a bicycle or component appears damaged, do not ride or install it until the issue is evaluated. Keep the packaging and take clear photos of any damage.
Report a problemWhat to send us
Photos can be sent by email; the standard Shopify form below does not accept attachments.
Let's get this resolved
Tell us what you ordered and where it is in the shipping process. We'll review the situation and reply with the next step.
Submitting a request is not automatic approval of a cancellation or return. Please wait for our confirmation before shipping anything back.
Fields marked * are required. This is a request form; it does not instantly cancel an order.
Questions, answered
Common questions about cancellations, shipped orders, return eligibility and refunds.
Contact us immediately. No tracking email does not necessarily mean a package has not left our facility or supplier. We'll verify whether fulfillment can still be stopped before confirming cancellation.
A label and a carrier handoff are not always the same thing. Contact us with the order number and we'll check whether cancellation is still possible. Do not assume that lack of a scan guarantees an order can be stopped.
Please contact us first. Refusing delivery may not stop carrier charges or remove the need for return processing, and it may complicate the return of a bicycle or other oversized package.
The merchandise must still be new, unused, undamaged and include its original packaging and every supplied component. Contact our team before returning; opening a box does not by itself guarantee or disqualify an otherwise eligible return.
The current return window for eligible complete e-bikes is 14 days from delivery, compared with 31 days for standard eligible merchandise. E-bike batteries are listed as an excluded item category. Contact us for battery-shipping instructions before arranging a return involving an e-bike.
For standard approved returns, you are responsible for return shipping. If we provide a label, its cost is deducted from your approved refund; if you ship the item yourself, you pay the carrier directly. A separate restocking fee of 15% may apply. Damaged, defective or incorrect items are reviewed separately.
Yes, for an approved return where an appropriate label can be provided, Brimstone can send the return label. The label's cost is deducted from your approved refund. Alternatively, you can choose your own carrier and pay for shipping directly. Please wait for our return instructions before sending anything back.
For received returns, the published policy states refunds are issued to the original payment method within 7–10 business days after receipt. Bank processing can add time before the credit appears. For eligible unshipped cancellations, we initiate refunds following cancellation confirmation.
Custom-built bicycles and personalized items are excluded from standard returns. If you want to cancel a custom or special order before shipment, contact us promptly; we'll review the order's status and any terms agreed at purchase.
Returns and cancellations are subject to the eligibility rules stated on this page. Return-shipping methods and costs are confirmed by our team when a return is approved. Nothing on this page limits rights available under applicable law.
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