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TREK BICYCLE STORE | DOWNERS GROVE: 630-971-8877 | NAPERVILLE: 630-778-8877

 
 
 
 
 
 
 

Customer Service

CUSTOMER SERVICE


Privacy & Security

Returns & Exchanges                         

Ordering & Payments

Shipping Information

FAQs

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Terms of Use

Privacy & Security

Our Privacy Policy

Your privacy on the Internet is important to us. As a part of the operation of the Trek site, we gather certain types of information about users. We want you to know the types of information we gather and what we do with it.

Information collected by the Trek Bicycle Store

Trek and SmartEtailing (which operates this Trek Bicycle Store website and other portions of the site) collect two general types of information from users: personal data (such as names and e-mail addresses); and aggregated data (such as information about traffic patterns on the site; for example, how many users log into the the site on a daily basis).

Personal data

Personal data is collected when users provide information to the Trek Bicycle Store, for example in registering for electronic newsletters or other membership services, in answering surveys, purchasing items from The Trek Bicycle Store, and/or registering for contests and other promotional opportunities provided by Trek. When you register or request information on the site, we generally need you to provide your name, e-mail address, mailing address, day phone number and credit card information (only when ordering products at The Trek Bicycle Store), as well as create a username and password. In addition, if you send us personal correspondence, such as e-mails or letters, we may collect such information into a file specific to you.

Aggregated information and usage information

Aggregated information, such as which page users access and information volunteered by users, such as survey information and/or site registration information, is collected through various methods. In the course of using our site, we also automatically track certain information about you. This information includes the URL that you just came from, which URL you next go to, what browser you are using, and your IP address. An IP address is a number that is automatically assigned to your computer whenever you're surfing the Web. Web servers, the computers that "serve up" Web pages, automatically identify your computer by its IP address, and when you request a page from us, our servers log your IP address. We do not link IP addresses to anything personally identifiable, so although your session will be logged, you will remain anonymous to us.

Use of cookies

The site also uses "cookies" to collect information. A cookie is a small data file that most major web sites write to your hard drive for record keeping purposes when you visit them. Cookies allow the Trek Bicycle Store to measure activity on the various areas of the site and to improve your user experience, for example by remembering your passwords and viewing preferences, thus allowing you to visit various parts of the site without re-registering. Cookies are also used by Trek and SmartEtailing to measure activity on the site and make improvements and updates based on which areas are popular and which are not. We do not use cookies to retrieve information from your computer that was not originally sent in a cookie. Please note: except for personal information voluntarily provided by you (e.g., during membership registration or a contest), we do not use information transferred through cookies for any promotional or marketing purposes, nor is that information shared with any third parties whatsoever. You may occasionally get cookies from our advertisers, which is standard in the Internet industry. We does not control these cookies, and these cookies are not subject to our privacy policies.

Most browsers are initially set to accept cookies. If you'd prefer, you can set yours to refuse cookies or to alert you when cookies are being sent. However, it is possible that some parts of a site, such as a member-only area and shopping, contest and game areas, will not function properly if you do so.

Use of information collected

We use both the personal and aggregated and usage information we collect for multiple purposes. For example, we collect this information for fulfilling orders and prizes, administering information requests and providing information services, tracking/verifying compliance with Trek policies as well as federal, state and local laws, and for editorial and feedback solicitation purposes. We may use your e-mail address and, in rare situations, your mailing address or phone number, to contact you regarding customer service issues or billing matters. Personal and aggregated information is also used to: improve the content of the Trek Bicycle Store online; perform system administration activities; customize the content and/or layout of the Trek Bicycle Store online for each individual user; and notify users about updates to the Trek Store or promotional offers or opportunities that we believe will be of interest to you. We will always try to provide you with an opportunity to decline this service when such information is requested from you online. If you later decide you would rather not receive this information, or would like to opt-out of any other information request or distribution, you may also update your Account Information on the applicable portion of the site or simply reply to any Trek Bicycle Store e-mail sent to you and type UNSUBSCRIBE as the subject of your reply or in the message of the e-mail. We may also use your information and activity on the site to resolve disputes, troubleshoot problems and enforce our Terms of Use.

Disclosure of collected information to third parties

Trek and SmartEtailing do not sell, trade or rent your personal data to third parties without prior permission from you. (Please note that the term "third party" does not include web site hosting partners and other parties who assist Trek and SmartEtailing in operating the site, as long as such parties have signed confidentiality agreements obligating them to keep user data confidential.) We may share your data, however, in an aggregated information, as well as aggregated usage information, with third parties for both advertising and promotional purposes. We sometimes use other companies to perform functions on our behalf. Examples include fulfilling orders and delivering packages. They need access to some personal information in order to perform their duties but may not use this information for other purposes. Further, we cooperate with all law enforcement inquires, and with all third parties, to enforce their intellectual property or other legal rights.

Links to other sites

It is important to note that the Trek Bicycle Store site might contain links to other sites, and that those sites may not follow the same privacy policies as us. For instance, if you clicked on an advertisement on The Trek Bicycle Store, this might take you away from Trek and to an entirely different site. This includes links to advertisers, content providers, and business partners, who may use Trek's name and/or logos as a result of a co-branding or other agreement. These sites may send their own cookies to you, and may collect data and make uses of it that we would not. Neither Trek nor SmartEtailing controls these sites or uses, or bears any responsibility or liability for them.

Security

The security of all personally identifiable information associated with users of the Trek Bicycle Store site is of great concern to us. SmartEtailing implements a variety of security measures to maintain the safety of your personal information. Once we receive your transmission, we use our reasonable best efforts to ensure its security on our systems. When credit card information is transmitted, we use SSL (secure socket layer) encryption technology. Any Account information you enter on the site is password-protected so that only you can access it. You should not divulge your password or user identification number to anyone. Unfortunately, no data transmission over the Internet can be guaranteed to be 100% secure. As a result, while we strive to protect your personal information, Trek and SmartEtailing can't ensure or warrant the security of any information you transmit to us or from our online products or services, and you do so at your own risk.

Terms & Conditions

Please also visit the Trek Bicycle Store's Terms of Use governing the use, disclaimers, and limitations of liability applicable to your use of the web site.

YOUR ACCEPTANCE OF THESE TERMS

By using the Trek Bicycle Store site, you signify your agreement to this Privacy Statement. If you do not agree to this policy, please do not use our site. We reserve the right to change this Privacy Statement at any time. It is your responsibility to review this policy from time to time to be familiar with changes. At the beginning of the policy, we will endeavor to post the date on which it was last updated. You can e-mail us with any further questions at info@trekdg.com.

(c) 2011 Trek Bicycle Store

Returns & Exchanges

Bikes

Bike purchases made online must be picked up in-store. (Bikes are not permitted to be shipped or sold in-box. For more information on this policy and shipping options, give us a call at either location or email us at info@trekdg.com) Bikes may be returned within 7 days of purchase date for a full refund of the original form of payment. Bikes may be exchanged within 30 days of purchase date. All bikes being returned or exchanged must be in 100% resalable condition, and restocking fees may apply. All returns and exchanges will require an original receipt and a valid form of ID. Bikes may be returned or exchanged at either Trek Bicycle Store location.

All Other Items

All other purchases may be returned or exchanged within 30 days of purchase date for a full refund of the original form of payment. After 30 days, items may be exchanged or store credit will be given in the amount of the current price of the item. All products must include original packaging and/or tags attached. Restocking fees may apply on Special Order items. All returns and exchanges will require an original receipt and a valid form of ID.

You'll be satisfied, or we'll take it back. It's that simple.

If for any reason you're not satisfied with any Bontrager component, accessory, or clothing item, return the item along with your packing slip within 30 days of receipt for exchange or store credit.*

Bontrager. Riding is Believing.

To ensure speedy processing please follow the instructions below:

  1. Place the items in the original packaging, or similar packaging to ship your product.
  2. Fill out the Exchange and/or Return Form attached to your packing slip and include with return.
  3. Ship the package back to the Trek Bicycle Store.

We suggest return by a carrier that can track delivery, such as UPS, FedEx or Registered USPS mail. When you return a product to the Trek Bicycle Store, you are responsible for the return shipping costs unless the item was damaged in shipment, is defective or was shipped erroneously by Trek. When we ship the replacement to you, we will pay for freight and match the level of service you chose when you returned the product to us. For example, if you return the product using 2nd Day Air, we will send your replacement using 2nd Day Air.

*Some conditions may apply.

Bontrager Shoe Returns & Exchanges

Bontrager cycling shoes returns must be in new condition and without having had cleats installed. Please try on the shoes in a carpeted area for fit before use. We are unable to accept returns or exchanges on shoes that have had cleats installed.

This return policy does not allow for abuse or misuse including but not limited to damage caused by crashes or collisions, improper installation and/or assembly, alterations, modifications, additions, changes to the original product or packaging, or other excessive, improper, or abnormal conditions.

 

Return Refunds

We'll issue you a full refund in your original form of payment for the purchase price of any item that you return as long as your return shipment is received within 30 days of the original purchase date. Once we receive the return, it takes approximately 2 business days to process the return and credit your account. We will notify you via e-mail once your return has been processed. Please note that your financial institution will likely take approximately seven business days to reflect this transaction. If you have any questions about your return, please contact us.

Gift Returns & Exhanges

Gifts purchased at the Trek Bicycle Store may be exchanged for other products. Refunds will not be issued, however the gift holder will receive store credit with a valid gift receipt. All gift returns and exchanges will be accepted in-store only. Please take this into consideration when choosing the item that you will receive in exchange.

 

Send returns with the return form to (return label will be included for most orders shipped from store):

Trek Bicycle Store
3416 S IL-59
Naperville, IL 60564
ATTN: Online Returns

Ordering & Payments

To place an order online

Browse through any category by clicking on a link such as 'Accessories' or 'Components'. When you see an item you like, click on "add to cart" and continue shopping. When you're ready to complete your purchase, click on "view cart" to confirm your items. After you've made any changes and updated the quantities as desired, click on "checkout" to finish.

The Trek Bicycle Store does not accept phone or email orders. All orders must be placed online or in-store. For more information on this policy, see our Privacy Statement.

Order confirmation

You will receive a confirmation of your order at the conclusion of your order process as well as a confirmation email, including order number and an order total.

If you are not comfortable ordering online

The Trek Bicycle Store uses the most current internet security systems to keep your information secure. If you are uncomfortable trusting your personal data on the internet, place your order at one of our Trek Bicycle Store retail locations. Visit the store locator to find your nearest store.

To check your order status

If you placed your order through an online account with a password, you may check the status of your order at any time simply by clicking on "My Account," signing in, then selecting "Order History." To check on the status of any other order, call 630-778-8877 between the hours of 8:30am and 4:00pm CST, or e-mail us at orders@trekdg.com.

Credit cards

We accept the following methods of payment online: Visa, MasterCard, Discover and Paypal.

The Trek Credit Card may be used for in-store purchases onlye. For inquiries about your Trek Credit Card please call (866) 662-6199.

Backorders

Occasionally, some items are unexpectedly out of stock or unavailable and may be backordered. If this should occur, we will only bill your credit card for merchandise that is actually shipped. The total shipping charge for orders split into multiple shipments will not exceed the amount quoted on the original order.

Shipping Information

The Trek Bicycle Store ships orders from either retail store location or our warehouse in Oconomowoc, WI using UPS or USPS. Orders shipped via UPS will deliver via Standard Ground Service in approximately 3-7 business days. Orders shipped USPS will ship Priority Mail in 2-8 days. We will only accept shipments to U.S. addresses. For an additional cost, you may choose to have your order shipped Overnight, Second Day (Continental U.S. only) or Overnight Saturday Delivery. All the items in your order will typically be delivered to you in one shipment.

Shipments to PO Boxes, APO/FPO and addresses outside of the United States are not available at this time. For the protection of our on line customers, all orders will be shipped to the 'Bill To' Address or be 'In Store Pickup' Only

Four shipping options are offered for merchandise delivery:

Order Amount UPS Ground ShippingUSPS Priority Mail (weekdays)Store Pickup*
Up to $50.00 $7.99* $19.99* FREE
$50.01-$100.00 $21.99*
$100.01-$150.00 FREE* $23.99*
$150.01 and over $25.99*


If you're attempting to estimate when your order will arrive, please consider the following:

  • Your order will be processed once the Trek Store receives credit card approval and address verification.
  • Deliveries are made Monday through Friday. Orders entered after 1 p.m. CST on Friday typically ship the following Monday (not including holidays & peak summer season).
  • Business days are Monday through Friday. Holidays are not considered business days.

When your order is ready for shipment we will send you a Shipment Confirmation email with a tracking number and a link to shipment tracking.

In-Store Pickup

Most orders will be ready within one business day. Please keep in mind that some items may require additional processing time to transfer from off-site locations. Other items may require additional processing time for assembly. We will call or email you once your order is ready for pickup. If you need an item right away we ask that you call us to confirm that the product is available before heading over to our store. Unless special arrangements are made in advance, orders need to be picked up within 15 days or a 10% restocking fee will be charged. Photo ID is required for all Store Pickup orders.


NOTE:

*Please note that some items may be subject to additional shipping and handling charges because of size or weight.

FAQs

Ordering


How do I place an order?

Add item(s) to your shopping cart and proceed through the checkout process. Orders can be placed via phone by calling 630-778-8877 (x6) between the hours of 8:30am and 4:00pm CST Mon-Thurs.

Can I cancel an order?

Send an email to orders@trekdg.com as soon as possible after placing your order. Please include your name and order confirmation number in the subject line of the email. Orders are processed immediately but we are usually able to make changes within 2 hours of placing the order. If the order has already been fulfilled, follow the instructions for returning merchandise.

How do I return my order?

Follow the instructions on your order's packing slip (enclosed in the shipping package) for instructions on how to return your order to the Trek Bicycle Store.

What is the return policy?

We offer a 'no hassle's' return policy at the Trek Bicycle Store. We will gladly accept returns and exchanges upon receiving your items within 30 days of the original purchase date. Please read through our Return & Exchange policy for complete information.

Can I return my merchandise to the Trek Bicycle Store?

Yes, merchandise purchased online can be returned or exchanged at the Trek Bicycle Store of Downers Grove or Naperville. Other Trek Bicycle Store locations are not able to accept returns or exchanges from trekdg.com. Please follow the Return & Exchange instructions included on your order’s packing slip.


Sizing Info


How do I find the right fit for me?

You will find a sizing chart for our apparel items listed on the detail page for each item. Technical apparel is designed to be more fitted and is streamlined for enhanced performance. Casual apparel will have a more generous fit for a comfortable style. Bontrager shoe sizing may run small. We recommend ordering ½ size larger. We also offer wide sizing (low volume) on select models. Look for W in the sizing description of select shoes.

Account Info


What do I do if I forget my password?

Go to "My Account," then click "Forget your password?” at the bottom of the Checkout page. The next screen will instruct you to enter your e-mail address and then a password recovery question. After answering and clicking "Continue," your password will be e-mailed to you.

How do I change my account information?

Go to "My Account" and enter your login name and password. On the next screens, make any appropriate changes to your account.


Shipping & Handling


How can I track my order?

When your order is ready for shipment we will send you a Shipment Confirmation email with a UPS tracking number and a link to UPS for shipment tracking. If you have any questions on tracking, please contact us at orders@trekdg.com with your order number and we'll be happy to assist you.

How does the Trek Bicycle Store calculate shipping and handling?

The cost of shipping and handling is based on the total cost of your order and the shipping method. A shipping cost chart is included in the Policies & Shipping Section for your convenience.


Payment


Does the Trek Bicycle Store charge tax?

The Trek Bicycle Store only charges sales tax on orders delivered to Illinois addresses.

What forms of payment are accepted?

The Trek Bicycle Store accepts PayPal® and valid VISA®, MasterCard® and Discover® credit cards. The Trek Bicycle Store does not accept checks, cash, C.O. D., gift cards or the Trek Credit Card for online orders. The Trek Credit Card may be used for only in-store purchases only. For inquiries regarding your Trek Credit Card please call 866-662-6199.


Additional Help

I have more questions, how do I contact you?

You can reach our customer service desk by calling 630-971-8877 between the hours of 8:30am and 4:00pm CST, or by emailing us at info@trekdg.com. If you call after hours or reach our voicemail, please leave a message and a customer service representative will get back to you as soon as possible.

 

Feedback & Reviews


I would like to make a comment about one of your products. How do I do this?

We want to make your online shopping experience the best it can be and we welcome your comments and suggestions. Send your comments to info@trekdg.com.

We value your opinion of our Trek and Bontrager gear (as well as our other featured brands) and we encourage reviews at the Trek Bicycle Store. To write a review, follow these easy steps:

  1. Select the product you would like to review, and click on the "Consumer Reviews" link.
  2. Complete the form and hit the "Submit" button.
  3. Make sure to indicate how you want your personal information shown with the review.
 
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