15-day return period

While our goal is that every customer is happy with their Airborne, we understand that sometimes you may need to return an order. We want this process to be as clear and straightforward as possible.

Airborne Bicycle Co. accepts returns for a refund or exchange within 15 days of the original purchase date, provided the item is returned in new condition. This applies only to products purchased direct from Airborne Bicycle Co. at airborne.bike. We cannot accept returns of Airborne products purchased from a dealer or any other third party. Returns cannot be made in person. No exceptions.

Products must be returned in new condition, with no signs of wear, and in their original packaging where possible. A 15% restocking fee may be taken for damage caused in return shipping or by improper return packaging. This is not a standard fee on every return. Shipping the item back with the shipper's insurance is a good way to avoid a loss if it is damaged on the way back to us.

How to return your order

1. Request a Return Authorization. Contact us first through our Contact Us page (https://www.airborne.bike/pages/contact) and include your order number. Airborne Bicycle Co. will not accept any return without prior authorization.
2. Complete the return request. Tell us which items you want to return or exchange, the quantity, and the reason. If something arrived damaged or defective, please describe it.
3. Wait for your Return Authorization. Once we have reviewed your request, we will email your Return Authorization Number (RA) and return shipping instructions, including the return destination. Please do not ship a return, and please do not create your own return label, until you have that authorization.
4. Pack the return. Pack the item securely, in new condition. We highly recommend a trackable shipping service. Write your Return Authorization Number on the outside of the box or on the label (for example, "Attn: RA#______").
5. Ship the return. Return shipping costs are paid by the customer and are non-refundable. The return destination is provided with your RA. We do not publish a return address.
6. Processing and refunds. When your shipment arrives, we will inspect it. If everything is in order, approved returns are refunded to the original method of payment used for the purchase (credit card or PayPal). Please allow two (2) business days from when your item is received by Airborne Bicycle Co. for your refund or exchange to be processed. If an item is missing or damaged, we will not issue the refund until we have contacted you about next steps.

Exchanges

Exchanges are available within the same 15-day window, under the same condition and authorization rules. Shipping fees do apply to complete bike or frameset exchanges. If your original order used flat-rate shipping, your exchange may be charged part or all of the outbound shipping. Once we have received and inspected your return, an invoice will be sent within two (2) business days. After that invoice is paid, the exchange product will ship and you will receive tracking by email.

What is Route Protect?

Adding Route Package Protection to your order at checkout means that your order is protected against being lost, damaged, or stolen. In the unfortunate instance that you experience one of these inconveniences, you can report an issue with Route and they will work with you to make sure you get the resolution you prefer.

Purchased Route Protect and need to file a shipping issue? File here.

Please note

• We only accept returns of direct airborne.bike orders.
• Returns cannot be made in person.
• Return shipping is the customer's responsibility and is not refunded.
• Do not ship a return without a Return Authorization Number.
• If your item was already damaged when you received it, contact us before requesting a return so we can help with a carrier or Route Protect claim where applicable.
• Keep all packing materials if an inbound shipment arrived damaged.