Customer Service


Ordering a bike

We have made our inventory available to all Fatback retailers so that you find the right bike for you when you want it. In order to give you the best possible riding experience, your retailer will need at least 24 hours to build and fine-tune your new bike before it is ready for collection or delivery. There are no additional assembly charges for bikes. You will be contacted once it is ready for pick-up or delivery.

Order status

To check the status of your order, please log in for order and shipping information. You can also track your order through the tracking link in your shipping confirmation email. Don’t have an account? Create one today and receive free returns, a detailed order history, and stay up-to-date on the latest and greatest Fatback news and information.

To speak to our customer service team, call 1 (844) 505-5093 Monday through Friday 10 am to 5 pm (PST).

Change or cancel order

Once you submit an order, it begins processing immediately and cannot be changed or cancelled. If you have changed your mind or would like to return your item, please follow our easy return process.

Your local Fatback Dealer

A website can't work on your fat bike, pour you a cup of coffee, or answer any and all cycling-related questions you may have. Locally-owned Fatback retailers are the heart and soul of cycling and are a fantastic resource and cycling advocate within your community.

Order declined

If your order has been declined, please check with the financial institution that issued the credit card for additional information.


Shipping & pickup

Fatbackbikes.com offers three convenient delivery options:

Ship to your address:

Fatback Bikes will ship your order directly to your address

Shipping Options

We Offer the following UPS Shipping Service Levels:

  • UPS Ground
  • UPS Standard
  • Next Day Air
  • 2nd Day Air

Ground:

Delivers in 3-7 business days in the Continental USA depending on Distance to you.

UPS Standard

Delivers to Canada and Mexico in 4-14 business days depending on distance and Customs processing delays.

Next Day Air

Delivers the Next business day in the Continental USA. ** Some limitations in Alaska and Hawaii Orders must be placed by 2pm PST. **

2nd Day Air

Delivery by the end of the second business day. Some locations in Alaska and Hawaii require additional transit time. Orders must be placed by 2pm PST.

Fatback ships Monday through Friday, except national holidays.

Tracking My Order

You will receive a shipping confirmation with a tracking link after placing your order. Registered account users can log into their account for delivery status.

International shipping

At this time, we only offer shipping to addresses within the United States, Canada, and Mexico. We do not ship to freight forwarding addresses.

APO or post office box shipping

At this time, we can only ship to residential or business addresses.


Returns & exchanges

We understand the importance of the right product and the right fit, and we want you to love your Fatback bikes and gear. To make a return, please follow these guidelines:

To qualify for a return:

  • Returns will be accepted within 30 days of purchase.
  • The item(s) must be in new, unused condition with original packaging.
  • Proof of purchase required.
  • A refund will be applied to the original card used in the transaction.

Return by mail:

Return shipping is free to customers with registered accounts. Log in to your account to print a prepaid shipping label. If you do not have an account, mail your return with the original packing slip to the Fatback address printed on your packing slip. We suggest return by a carrier that can track delivery, such as UPS, FedEx, or Registered USPS mail. You are responsible for all return shipping charges if you checked out as a guest at <a href="http://shop.fatbackbikes.com">fatbackbikes.com</a>.

You will see a credit on your credit card account within 30 days. However, most of our customers will see it within 4-10 business days.

Bike returns:

Bikes can be returned within 30 days if in new and unused condition.

Exchanges:

Fatbackbikes.com offers refunds rather than exchanges. If you need another item in a different size or color, or different product altogether, please place a new order and follow the return procedure to receive a credit for your original purchase.

Return credit status

Upon confirmation of your return, you should see the credit within 30 days. However, most customers see it in 4-10 business days.

Shipping charge refund

If there was an error on your order such as wrong item shipped or damage during shipping, Fatback will credit your original shipping charges (if applicable). Call us at 1 (844) 505-5093.

Shipping charges will be refunded if Fatback: 1) ships the incorrect merchandise; 2) the merchandise was shipped damaged or defective; 3) the merchandise was damaged in shipping.


Your Account

Benefits of creating an account

By registering, you've joined fat bike fans around the planet who love to explore, adventure, and race on fat bikes. With your account, you'll receive detailed order history, and faster checkout with saved billing and shipping information. You'll also be among the first to receive exclusive content and members-only deals.

Create your account

Creating an account is easy. Create an account anytime. You can also create an account when you place an order.

Updating your account

You can change your account information by selecting LOGIN. Enter your email address and password to view your account information. You can update your email address, name, password, and your billing/shipping information.


Payment

Forms of payment accepted

Visa, MasterCard, and Discover credit cards as well as PayPal are all accepted by Fatback Bikes.

Are gift cards available?

More info on Fatback Gift Cards is coming soon.

Credit card return status

Upon confirmation of your return, you should see the credit within 30 days. However, most customers see it in 4-10 business days.

Order declined

If your order has been declined, please check with the financial institution that issued the credit card for additional information.