Shipping Policy
Phantom Bikes ships worldwide. Please call or email us to get an accurate shipping quote. If possible, we ask that you document the delivery of your Phantom Bike by taking a photograph of the bike box as it is delivered to you. Delivery transportation is not under our direct control, and should a bike — and box — be delivered damaged, we ask that you take photographs of the damage. If the damage is extensive, then we ask that you call our office immediately. Please note, that you have the right to refuse delivery. We will make arrangements for the transportation company to return the bike to us, and we will then send out a new bike to you.
In-Store Pickup Policy
If you wish to pick up your bike in San Diego, please call our office at 1-858-291-8899, and will be more than happy to make arrangements for the pick up your bike. We are open 10AM – 5PM, Monday – Friday.
Warranty
Phantom Bikes offers a One-Year (1) Warranty from the date of purchase. We will always work with the customer to ensure satisfaction of a Phantom Bike. The Warranty is void if the bike is altered, customized, or if damaged due to operator/rider error.
Customer Service
Assembly of a Delivered Bike — Please give us a call at 858-291-8899. We will be happy to help answer any questions you may have and to help guide you through the assembly of your new Phantom Bike.
How to Video — Please visit our YouTube channel to view various how-to videos: https://www.youtube.com/PhantomBikes
Service of a Bike — Although our electric bikes are virtually maintenance free, service issues may arise from time to time. We ask that you call us should you experience a service or maintenance issue with your bike. If we can not resolve the issue with the call, we will instruct you to take the bike to your local bike repair shop and have them call us. If the bike is under warranty, Phantom Bikes will work with your local shop to fix/repair the problem and pay the bill. However, it is required that you call us prior to any attempt to fix the bike.
Replacement Policy — If a product part is faulty, Phantom Bikes will replace the part with an identical part or a part that is similar. Within the warranty period, the replacement part will be sent out to the customer at no charge. For a return of a faulty part, please be sure you provide the following details:
- Your full name
- Your order number or original invoice number
- Description of faulty part and reason for return
- Other contact information; address, phone, and email
For the replacement of a part not covered under warranty, Phantom bikes will provide an identical part, or a part that is similar, at retail price plus the cost of shipping.
Order Cancellation — Cancellation of orders will be subject to a 10% restocking fee. Please call us at 858-291-8899, or Email [email protected], as early as possible with your intention to cancel your order. Refunds will only be processed to the original payment method used for the purchase.
Return of a Delivered Bike — To be eligible for the return of a delivered bike, the bike must be unused, free from dirt, dust, and the frame must be free of tarnish or scratches. The bike must be in the original packaging and condition that it was received in. The Bike box must be sealed and unopened. The customer will be charged a 20% restocking fee, plus the cost of the return shipping charges.
Should the customer wish to exchange the bike for another Phantom Bike model, then the restocking fee is waived. The returned bike must also be unused, free from dirt and dust, the frame must be free of tarnish or scratches, and must be returned in the unopened original packaging. If the returned bike is found to be damaged, then the restocking fee will be applied and billed to the customer.
Other Questions or Concerns — Contact Phantom Bikes customer service using one of the methods below:
Phone — 858-997-6102
Email — [email protected]