At Cascos MTB Tienda, we’re committed to getting your premium cycling gear to you quickly and ensuring you’re completely satisfied with your purchase. Our global shipping and straightforward returns process is designed with cyclists’ needs in mind.
Shipping Information
Order Processing
All orders are processed within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.
Shipping Methods & Delivery Times
We offer two reliable shipping options to meet your needs:
- Standard Shipping ($12.95) – via DHL or FedEx
- Delivery within 10-15 business days after shipment
- Includes full tracking
- Recommended for time-sensitive orders
- Free Shipping – via EMS (for orders over $50)
- Delivery within 15-25 business days after shipment
- Basic tracking available
- Great for non-urgent orders
Note: We ship worldwide except to certain Asian countries and remote regions. Delivery times may vary depending on customs processing in your country.
Returns & Exchanges
We stand behind the quality of our premium cycling gear. If you’re not completely satisfied, we offer a simple returns process within 15 days of delivery.
Eligibility Requirements
- Item must be in original, unused condition with all tags and packaging intact
- Return request must be made within 15 days of delivery
- Original proof of purchase required
Important Safety Notice for Helmets
For safety reasons, helmets cannot be returned if they show any signs of wear or have been used. This includes all helmet categories:
- Cascos carretera (Road helmets)
- Cascos descenso (Downhill helmets)
- Cascos mtb (Mountain bike helmets)
- Cascos urbanos (Urban helmets)
All helmet returns must be in pristine, resellable condition with original packaging.
Return & Exchange Process
Step 1: Initiate Your Request
Email our customer service team at [email protected] with:
- Subject: Return/Exchange Request – Order #[Your Order Number]
- Product name and reason for return/exchange
- Your preferred resolution (refund or exchange details)
- Confirmation that the item is in original condition
Step 2: Receive Authorization
Within 1-2 business days, we’ll email you:
- Return authorization number
- Shipping instructions
- Our return address: 4047 Retreat Avenue, WASHINGTON, US 95986
Step 3: Ship Your Return
Package the item securely with:
- All original packaging
- Return authorization number (clearly visible)
- Copy of your invoice or order confirmation
We recommend using a trackable shipping service as you’re responsible for the item until it reaches us.
Step 4: Processing Your Request
Once received and inspected (within 3-5 business days):
- Exchanges: We’ll ship your replacement immediately
- Returns: We’ll initiate your refund
Refund Information
- Refunds processed within 5-7 business days after return approval
- Issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
- Original shipping fees are non-refundable
- Return shipping costs are the customer’s responsibility unless due to our error
Exchange Shipping
- Standard shipping rates apply for replacement items
- Free shipping applies if the new order meets the $50 minimum
Damaged or Defective Items
If you receive a damaged or defective product:
- Contact us immediately at [email protected] with photos
- We’ll arrange a prepaid return label if needed
- Receive a replacement or full refund at no additional cost
Our Quality Commitment
As specialists in premium cycling helmets and accessories, we thoroughly inspect all returned items. Our team of cycling enthusiasts is available to provide technical advice to ensure you have the right equipment for your riding style.
For any questions about our shipping or returns policy, contact us at [email protected]. We’re here to help you ride with confidence!