Shipping damage: How do I file a claim?

Filing a claim is easy. Follow these 2 steps.

  1. Take detailed photos and/or video of the box condition, and any bike damage. 
  2. Fill out this form. You can submit your photos & videos there.

Our team will then work with you 1-on-1. We'll review your case, gather necessary documentation from you, and communicate directly with the shipping company to negotiate a fair damage settlement.

Our aim is to make the process as smooth as possible.

Read below for more detailed information on how our claims process works.

  • We carefully evaluate whether the damage occurred during shipping or if it pre-existed the sale. We compare photos from the original listing to the reported damage, taking into account the bike's original stated condition.
  • We determine the extent and type of damage. We consider the original value of the bike, amount of buyer fees paid, and estimated repair costs. For minor cosmetic damage on lower-value bikes, a partial refund may be offered. More extensive damage may warrant a full return.
  • We contact the seller to notify them of the issue. We aim for open communication and collaboration, not accusation. If the damage clearly resulted from seller negligence, we ask them to take responsibility.
  • We present options like: seller covers the repair costs, buycycle refunds a partial amount, buyer returns the bike to the seller for a refund, or buycycle takes the bike back as a return.
  • We consider filing a shipping damage claim with the carrier, if applicable.
  • We pursue further action if damage resulted from seller fraud or negligence.

Every situation is unique. Our goal is always finding an equitable solution tailored to the specific circumstances of each damage claim. We'll craft a solution tailored specifically to your needs, whether it's a repair or refund. We know shipping damage is frustrating, and our goal is finding the optimal outcome for you.

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