At SRAM Sales Store, we’re committed to delivering premium e-bike components and accessories with the same precision and reliability as our renowned disc brake systems. This policy outlines our shipping and returns procedures to ensure complete satisfaction with every purchase.

Shipping Information

Order Processing

All orders are processed within 1-2 business days (excluding weekends and holidays). You will receive a confirmation email with tracking information once your order ships.

Shipping Methods

We offer two shipping options to meet your needs:

  • Standard Shipping: $12.95 via DHL or FedEx – Delivery within 10-15 business days after shipment
  • Free Shipping: Available for orders over $50 via EMS – Delivery within 15-25 business days after shipment

Note: We currently ship worldwide, excluding some Asian countries and remote areas. Shipping times may vary depending on destination and customs processing.

Returns & Exchanges

Eligibility

To qualify for a return or exchange:

  • Item must be unused and in original packaging
  • Request must be made within 15 days of receiving your order
  • Proof of purchase is required

Non-Returnable Items: For safety and hygiene reasons, we cannot accept returns or exchanges on Brake Pads, E-Bike Tires & Tubes, Anti-Puncture Foam, and E-Bike Saddles unless they arrive defective or damaged.

Return Process

  1. Submit Your Request: Email [email protected] with:
    • Subject: “Return/Exchange Request – Order #[Your Order Number]”
    • Product name and reason for return/exchange
    • For exchanges: specify replacement product
    • Photo of product in original condition (if applicable)
  2. Receive Authorization: We’ll respond within 24 hours (weekdays) with:
    • Return authorization number
    • Shipping instructions
    • Return address: 661 Freed Drive, MEMPHIS, US 79245
  3. Ship Your Return: Package item securely with all original packaging and accessories. Clearly mark the return authorization number on the package.
  4. Processing: We inspect returned items and process requests within 3-5 business days of receipt.

Refund Information

  • Method: Refunds issued to original payment method (Visa, MasterCard, JCB, or PayPal)
  • Processing Time:
    • Credit/Debit Cards: 5-10 business days after processing
    • PayPal: 3-5 business days after processing

Note: Shipping fees are non-refundable unless the return is due to our error.

Exchange Information

  • Replacement items ship after return is received and approved
  • Standard shipping rates apply unless exchange is due to our error
  • Price differences will be invoiced if replacement costs more

Damaged or Defective Items

If you receive damaged or defective e-bike components (including E-Bike Drivetrain, Disc Brakes, or E-Bike Forks):

  • Contact us immediately at [email protected]
  • Include photos of the damage/defect
  • We’ll arrange replacement or refund at no additional cost

Questions?

Our customer service team is ready to assist with any shipping or returns questions. Email us at [email protected] – we respond within 24 hours on weekdays.

At SRAM Sales Store, we stand behind every e-bike component with the same confidence we have in our premium disc brake systems. Your satisfaction is our top priority.