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Help - FAQ

Need some help? Some of these frequently asked questions might be able to help you out with what you need to know to place an order on the Kid Biker website.

Step 1: Placing an order and payment

    1. Accepted Payment Methods

We accept Visa, Visa Delta, Visa Electron, MasterCard and Maestro all through Pay Pal (don’t worry you don’t need to have a Pay Pal account to purchase). Please note that WE DO NOT ACCEPT under any circumstances the following payment methods:

  • Payment on Delivery

  • Installments

  • Cheque

  • Bank Transfer

  • Postal Order

    1. Are my credit / debit card(s) details secure?

We understand how important it is it to secure and store any information that we have securely. We maintain the highest levels of security, so we at Kid Biker lock all of your information away in a high security vault otherwise known as high level SSL encryption technology- the most advanced security software currently available for online transactions.

    1. When will my card be charged?

When you enter your credit / debit card information and click “Confirm Payment” on the final review page, we simply authorize the payment through Pay Pal to make sure that the details are correct and the necessary funds are available. Payment will be taken immediately once they have been confirmed.

    1. I am having problems registering my details online. What do I do?

Please double check that the details you have entered are correct. Make sure that the postcode and the street have been entered correctly, without spaces or hyphens. If you still have difficulties, please contact our customer care team with your address details and we look into the issue for you.

    1. Do you deliver outside the US?

Yes, we deliver outside of the US, please note that delivery prices will vary to each country. Please do not hesitate to contact us to get a quote for your order.

    1. Do you deliver to university addresses?

Yes, we deliver to University addresses. However, please ensure that you have entered the relevant information, such as your room number, name of your halls of residence, building, block or department.

    1. I’ve tried to purchase online but my card(s) has been declined?

If you receive notification that your credit / debit card has been declined, please check that you entered the correct card details and that your card has not expired. Please also check that you have entered the correct billing address exactly as it appears on your statement, as well as your name exactly how it appears on your card. It could be that you have missed a letter or a number. Alternatively, please use a different card. If that fails, please contact the bank that issued the card for further information. Please note that only your bank can tell you why your card has been declined.

Step 2: Delivery Details and order amendments

2.1 Can I cancel my order(s)?

We will start processing you order immediately after you receive your order confirmation email. During this time we may be able to cancel your order. You will need to email our customer care team straight away, with Cancel/Amend in the subject line. However, once an order has been packed we are unable to modify or cancel your order. You should refuse delivery or return the items to receive your refund.

2.2 Can I change my delivery address?

Unfortunately we cannot change your delivery address once the order had been confirmed.

2.3 Can someone else sign for my delivery(s)?

Yes. Your order will need to be delivered to a secure address, where the courier will obtain a signature.

2.4 Why has my order been cancelled?

As stated in our website “All orders are subject to availability”. We do our best to ensure that all items are in stock and available, but occasionally there may be a hiccup and the item will be unavailable. If your order or part of your ordered is unavailable then we will contact you as soon as we are aware and either offer an alternative product that we think you will like or inform you that we are unable to dispatch. Payment will be returned in full for the item, and we will ship any remaining item(s) that you have ordered.

Step 3: Where’s my order?

3.1 How can I track my order?

When your dispatch is confirmed you will receive an email with your tracking number. This email will contain a link directly to Royal Mail tracking service where you can track your package. Don’t worry if you delete the email contact us and we re-send your tracking number.

3.2 I have missed the scheduled delivery

Delivery of your will be attempted and if unsuccessful you should receive a slip which will inform you of this. All the information you need will be on there to attempt re-delivery or alternatively to collect from your local holding office within 7 days of notification.

3.3 I have missed delivery(s) and my order has been returned?

Should you be unable to collect or arrange re-delivery, your order will be returned to us and will be processed as a return, and your card refunded. Please note that we are unable to re-send packages that are returned to us as undeliverable. If you would still like to re-purchase those items, please place a new order (items subject to availability). Please ensure that you put in an address where someone can sign for your delivery. Deliveries are attempted Monday-Friday. Our delivery service will return your parcel back to us if –

  • The address is incorrect or outdated, the package is returned to us by the carrier or the unintended recipient. Please double-check your address carefully when placing a new order.

  • Failed Delivery Attempts. Our nominated third party courier will leave a calling card for you to reschedule further delivery or collection. Therefore, please ensure that someone at your nominated delivery address will be able to sign for your parcel.

3.4 My order has been delivered, but I have not received it?

All orders require a signature. If you live in communal flats etc., the courier may attempt to leave your parcel with a neighbor(s) if you are out. Therefore we advise you to, please, double check with your neighbors(s) as they may have signed for your parcel on your behalf. If you reside in universities, please double check with your reception, as the courier would have delivered your parcel there. Please wait two-three days after dispatch before contacting us about a missing order. If your order hasn’t arrived three days after dispatch (standard delivery), please contact our customer service department.

Step 4: Returns

4.1 What is your Returns Policy?

If you are not completely satisfied with your purchase, please return the item within 14 days of the shipping date for a refund as long as the item is unused, in the original packaging (manufacturer packaging with swing tickets) and in a re-saleable condition. Full details of our returns policy can be found here.

4.2 How do I make a return?

Please contact the customer service care team and request a returns form which they will send via email. The completed returns form must be included in your return parcel.

If you have any questions or concerns please contact us by email at info@kidbiker.com or give us a call at 1-888-503-2513. We will do our best to return your message in 48 hours.

Please ensure that you send the parcel via a secure a traceable method as the goods remain your responsibility until received at our office. We recommend that you send your parcel using a traceable method, such a recorded delivery where you will be able to trace the package until it's delivered.

4.3 How will I know if you have received my return?

An email will be sent to confirm the receipt of a return.

4.4 When will I receive my refund?

Your refund will be credited to the original card used once your returned item(s) have been processed and completed our quality check procedures. You will be sent an email confirming the refund to your card. Please allow 5-7 working days for you refund to be credited to your account (varies between card issuer).

4.5 I have received a faulty / damaged item

If the item you have received is faulty / damaged, please email our customer care and notify us as to the nature of the fault and return the item back to us.

4.6 There is a missing item from my order or I have received the wrong item.

If you have received your order and an item is missing, please carefully go through the contents of your parcel to ensure the missing item(s) has not slipped to the bottom of the packaging. Please also inspect the outer layer of the packaging for any signs of tampering. Should you still not be able to locate the missing item, please email customer care quoting your order number and the style number, color and size of the missing item (this information will be found on your invoice). If you have received the wrong item, please email customer care with the style name or number, size and color (all can be found on the manufacturer's packaging which the item was delivered in) so that we may assist you further.

Step 5: Exchanges

5.1 Can I exchange my order?

Please return the item to be exchanged within 14 days of the shipping date in the original packaging, unworn and in a re-saleable condition. Full details of our returns policy can be found here.

Please contact the customer service team and we will email you an exchange form, please fill this out and return this in your parcel.

If you have any questions or concerns please contact us by email at info@kidbiker.com or give us a call at 1-888-503-2513. We will do our best to return your message in 48 hours.

Please ensure that you send the parcel via a secure a traceable method as the goods remain your responsibility until received at our office. We recommend that you send your parcel using a traceable method, such a recorded delivery where you will be able to trace the package until it's delivered.