Returns & Exchanges
Firmstrong Returns & Satisfaction Guarantee
Our 30-Day Peace of Mind
We want you to be confident in your ride. Firmstrong accepts returns for all new and unopened bicycles and accessories within 30 days of delivery.
Before You Assemble
To keep our prices competitive and ensure the highest quality for all riders, we only accept returns for items in their original, factory-sealed packaging. * Important: Once the factory seal is broken or the bicycle has been assembled, it is considered used and is no longer eligible for return.
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Sizing Tip: If you are unsure about fit or sizing, please contact us at help@firmstrong.com before opening your box. We are happy to help you confirm the right size to avoid unnecessary return costs.
Damaged or Defective Items
If your order arrives with shipping damage or a manufacturing defect, please contact us within 48 hours of delivery with photos of the issue. We will promptly provide repair parts, replacement components, or a resolution at no cost to you.
Eligibility Requirements
To qualify for a refund:
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Item must be in its original, unopened factory carton.
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All inner protective packaging must be intact.
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No signs of assembly, mounting, or tire wear.
Shipping & Costs
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Return Shipping: Customers are responsible for the cost of returning the item to our warehouse. We recommend using a trackable service (UPS/FedEx) with insurance.
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Outbound Shipping: Shipping is a service rendered by a third-party carrier. Therefore, original outbound shipping costs (including the actual freight cost incurred by Firmstrong for "Free Shipping" orders) are non-refundable and will be deducted from your final refund.
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Restocking Fees: We offer $0 Restocking Fees for all eligible, unopened returns.
How to Return
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Request Verification: Email your order number and a photo of the sealed box to help@firmstrong.com.
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Ship it Back: Once verified, we will provide the return shipping address.
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Refund: After inspection at our warehouse, your refund (minus actual shipping costs) will be processed within 5 business days.
