We're sorry your bike arrived with damage. We take shipping damage seriously and will make sure you're taken care of. Here's exactly what to do.
Step 1 — Document the Damage Right Away
Before you do anything else, take clear photos of the following:
- The outer shipping box — all sides, especially any dents, punctures, or crushing
- The inner packaging materials — foam inserts, plastic wraps, cardboard dividers
- The damaged part(s) — close-up shots showing exactly what's broken, bent, or scratched
- The shipping label — on the outside of the box
- The bike's serial number — located on the bottom of the frame near the pedal area
⚠️ Important: Do NOT throw away the shipping box or any packaging materials. The carrier may need to inspect them as part of the damage claim.
Step 2 — Contact Us (Don't Return to the Store Yet)
Reach out to our support team as soon as possible with the following information:
- Your order number or proof of purchase (receipt)
- The photos from Step 1
- A brief description of what's damaged
- Your shipping address (so we can send replacement parts if needed)
Contact us here: Submit a Support Request
⚠️ Costco customers: Please contact us before returning the bike to Costco. In most cases, we can resolve shipping damage by sending you replacement parts directly — which is faster and easier than returning and reordering the entire bike.
Step 3 — What Happens Next
Once we receive your photos and information, our team will:
- Review the damage — determine whether it's a minor cosmetic issue or something that affects the bike's function or safety
- File a carrier claim — we handle the claim with the shipping carrier (UPS, DHL, etc.) on your behalf
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Arrange the resolution:
- Minor damage (small scratch, paint chip) — we may offer a goodwill gesture or touch-up solution
- Parts damaged (bent fender, broken reflector, scratched handlebar) — we'll ship replacement parts to you at no cost
- Major structural damage (bent frame) — we'll arrange a full replacement bike
How Long Does It Take?
- Initial response: We'll review your photos and reply within 1–2 business days
- Replacement parts: Typically shipped within 3–5 business days after approval
- Full replacement: Timeline depends on availability — we'll keep you updated throughout the process
Tips to Protect Your Claim
- Keep the box and packaging — the carrier may need to inspect them
- Take photos before you finish assembling — document damage as-is, before moving or adjusting parts
- Report damage as soon as possible — carrier claims must typically be filed within 7 days of delivery
- Don't attempt to repair structural damage yourself — this could affect your warranty coverage and may be unsafe
Frequently Asked Questions
Q: The box was damaged but the bike looks fine — should I still report it?
A: Yes. Some damage isn't visible until the bike is fully assembled or ridden. Documenting box damage now protects you in case a problem shows up later.
Q: Can I still ride the bike if the damage is just cosmetic?
A: If the damage is purely cosmetic (small paint scratch, minor scuff) and nothing structural is affected, the bike is safe to ride. Contact us anyway so we can document it and offer a solution.
Q: I bought my bike from Costco. Do I contact Costco or FavoriteBikes?
A: Contact us (FavoriteBikes) first. We can usually resolve the issue faster by sending replacement parts directly to you, without the hassle of returning and reordering through Costco.
Q: What if I already threw away the box?
A: Contact us anyway with your photos and order information. While keeping the box strengthens the carrier claim, we'll still work with you to find a solution.