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    FAQ

    QUESTION: How do I know I'll be happy with my Airborne purchase? Do you offer a guarantee?

    Answer: Yes. We offer a 30-Day Satisfaction Guarantee, subject to certain conditions. Here's the complete text:


    Airborne Bicycles Satisfaction Guarantee

     

    We offer a 30-day satisfaction guarantee on all Airborne bikes purchased directly from us (Airborne Bicycles). If for any reason you are not happy with your purchase, you may return it within 30 days, subject to our Terms & Conditions (below).

    Assembly


    We strive to have derailleurs and brakes tuned/adjusted at the factory before packing, however cables do stretch during break-in period (actually, the housing compresses), and can even begin to "stretch" in the box. Other aspects of a correct tune will normally need adjustment after the break-in period. Also, suspension set-up is subject to personal discretion and is not included in factory build and tune.

    Derailleur and brake settings, headset compression, brake adjustment, and fork/shock setup are not guaranteed. While we will be happy to supply tuning instructions, we do not guarantee state-of-tune and we will not cover labor costs for any tuning procedures.

    PLEASE NOTE: In the unlikely event you receive your bike with obvious damage to the box and its contents, we recommend that you refuse the shipment and call us. Its easier and quicker to get you a new bike sent out than deal with a damage claim with the shipping company once you have taken possession of the bike. While we do our best to pack our bikes in a way that they will arrive to your door in pristine condition, no amount of packaging can prevent damage if something is manhandled, dropped off a loading dock, or ran over.

    Sizing

    We will work with you via phone and/or email to determine the size of Airborne bike that fits you best. You may need to purchase additional items to fine-tune fit once you have received your bike, such as a longer/shorter stem, longer seatpost, wider bars, etc. If you can't dial your fit in after purchasing these items, please contact us and we can work with you to get a different size.

    Terms & Conditions


    Bikes must be returned in new condition in original packaging. Deductions may be taken for wear and tear from use, damages from misuse, or improper return packing.

    Shipping charges are not subject to refund.

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    QUESTION: How do I know what size to order?

    ANSWER:

    If you are an experienced rider and already know what size Airborne you need, that's great! But if you don't, you'll want to call us to discuss fit at 800-888-BIKE. Before calling us, you'll need to take several measurements of your own body. Bike sizes are based on a person's height and body frame dimensions - not on their weight. You'll want to know your height, inseam, torso length and arm length. Be sure to remove your shoes prior to taking these measurements. Also, we recommend that you get a helper as it is nearly impossible to measure accurately by yourself

    measuring_img

    Measuring Your Height

    If you don't already know your height, measure yourself while standing on a flat surface with your back against a wall. Feet should be spaced 6-8" apart.

    Measuring Your Inseam

    The most important measurement when sizing a bike is your inseam length. Don't base your inseam simply on your jeans size. The more precise, the better.

    • Stand with your back against a wall and spread your feet 6-8" apart.
    • Place a book between your legs and up against the wall, spine up; raise it until snug against your crotch (this mimics your bike seat).
    • Have another person measure from the top of the book (spine) down to the floor.

    Measuring Your Torso

    • Repeat the first three steps for measuring your inseam.
    • Measure from the spine of the book (the top) to the small "V" in your throat just above your sternum, in inches.

    Measuring Your Arms

    • Measure from the pointy end of your collarbone to roughly the center of the web of skin between your thumb and forefinger.

     

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    QUESTION: Why aren't weights listed for all of your models?

    ANSWER:

    We choose not to list weights for all of our models, because listed weights are never 100% accurate for all sizes and spec options. Keep this in mind when looking on the internet for bike weights: you're looking at a manufacturer's best guess.

    Many variables affect the weight of an individual bike; paint, clearcoat, grease, and most importantly acceptable variation within manufacturing tolerances of the hundreds parts that make up a bike. As a result, bike weights will vary, even among identical models, sizes, and spec. That inevitable variation means that any published weight may be incorrect.

    When possible we do sometimes publish average weights of bikes we have in our office. By no means should this be taken as a guarantee of what your individual bike will weigh when you receive it. It is a ball-park guideline at best.

    Bikes become exponentially expensive as you make them lighter. Airborne only sells bikes that are responsibly light for their given pricepoint, meaning all the components have passed strict impact and fatigue testing.

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    QUESTION: Are your bikes made in USA?

    ANSWER:
    We design and develop each and every Airborne bike at our world headquarters in Dayton, Ohio. When we feel confident in the design and performance, the production runs of our bikes are done in Asian facilities under strict Airborne oversight and supervision.

    All Airborne bicycles are tested to and meet not only CPSC standards, but strict EN14766 European standards.
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    QUESTION: Can I get a discount? What if I buy more than one bike?

    ANSWER:

    You are already getting it. We operate differently from other mainstream bike companies, because we sell direct to the consumer with no additional shops or distributors. This allows us to keep our costs down and pass those savings along to you directly. The price of the bike you are looking at includes the minimal amount of mark-up we need to stay in business and keep selling great bikes at great prices. There is no extra "padding" to discount from the price.

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    QUESTION: How do I contact someone at your company directly?

    ANSWER: Please call us at 800-888-BIKE or email us at support@airbornebicycles.com. Our office hours are M-F, 8am-5pm Eastern Time Zone.

    If you are calling about an existing order, please have your order# handy.

    Please note that FaceBook and Forums are not a means of primary contact with us if you have a problem with your Airborne bike. While they are a great place to share and exchange stories with other Airborne owners and enthusiasts, they are not the most direct way of reaching our Customer Service department. A call or email would be best.

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    QUESTION: What are my shipping options and charges when ordering a bike?

    ANSWER:

    We usually ship bikes out within 2 working days of receiving your order. During peak times, however, your bike may be delayed an additional day or two. We use an automated system that sends your tracking# out the next day via email.

    If you call or email with a question about your order, please reference your order#.

    Airborne ships by Fed Ex Ground only. In the Continental US, the flat rate is $75 per bike, $25 per frames. To ship to Alaska and Hawaii, the flat rate is $100. To ship to Canada the rate is $300. If you live in Canada and are looking for a lower-cost alternative to ship your bike, take a look at http://www.cbiusa.com/. We can and do ship to CBI.

    For complete bikes and frames, we ship "signature required". This means that you need to be there to sign for your shipment when it arrives. We don't want your brand new bike or frame left on your doorstep unattended.

    We don't offer quicker shipping options than Fed Ex ground.

    For pedals, the flat rate is $5.00. Sorry, but we can't "just drop them in the bike box" without endangering your bike's paint and decals.

    While we mostly only do business in the US and Canada, we do ship to other countries on occasion. Sometimes there are additional costs and duties involved. Please contact us directly and we will do our best to get you a quote.

    At this time, we do not have an option for local pick-up or will-call from our warehouse.

    PLEASE NOTE: In the unlikely event you receive your bike with obvious damage to the box and its contents, we recommend that you refuse the shipment and call us. Its easier and quicker to get you a new bike sent out than deal with a damage claim with the shipping company once you have taken possession of the bike. While we do our best to pack our bikes in a way that they will arrive to your door in pristine condition, no amount of packaging can prevent damage if something is manhandled, dropped off a loading dock, or ran over.

    For more info, please send us an email at support@airbornebicycles.comor call us at 1-800-888-BIKE to discuss. If you are outside the USA, our direct number is USA (011)937-865-2809.

     

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    QUESTION: Why did I get charged tax on my order?

    ANSWER:

    By law, we have to charge tax in certain states. At this time, those states are: Ohio, Indiana, Illinois, Arkansas, Georgia, and California. Additional states may require this in the future.

    We can't discount or alter the cost of the bike to offset the tax, sorry!

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    QUESTION: Does Airborne ship outside of the United States?

    ANSWER: In some cases, we can. For more info, please send us an email at support@airbornebicycles.com or call us at 1-800-888-BIKE to discuss. If you are outside the USA, our direct number is USA (011)937-865-2809.

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    QUESTION: How much assembly is required when I receive my Airborne bicycle?

    ANSWER: Airborne bikes come to your door about 85% assembled. Generally, for most of our bikes you have to install the front wheel, put the handlebars into the stem, straighten and tighten. Then install the seat and post. Finally, install the pedals of your choice. We also recommend that you ensure all bolts are tight before your first ride, and re-check them before every ride during the 30-day break-in period, then periodically after that period.

    If you aren't comfortable with assembling your bike on your own, we recommend that you take your bike to a local shop and have them do the final out-of-box assembly. If you have any questions during the process, please feel free to call us at 800-888-BIKE or email us at support@airbornebicycles.com.

    If you are comfortable doing basic work on your own bike and have basic tools like Allen wrenches, you'll probably be fine.

    For one first-timer's experience on assembling her Airborne Goblin, here's a post from our Blog on the topic.

    PLEASE NOTE: In the unlikely event you receive your bike with obvious damage to the box and its contents, we recommend that you refuse the shipment and call us. Its easier and quicker to get you a new bike sent out than deal with a damage claim with the shipping company once you have taken possession of the bike. While we do our best to pack our bikes in a way that they will arrive to your door in pristine condition, no amount of packaging can prevent damage if something is manhandled, dropped off a loading dock, or ran over.

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    QUESTION: Why don't most of your bikes come with pedals?

    ANSWER: Pedals are a very personal choice. Ask 3 different cyclists what type of pedals they like and you'll probably get 3 different answers. Like many bike companies, we decided that it would be a waste of your hard-earned cash to charge you for pedals that you will probably discard and replace with your own.

    We have a basic selection of Exustar pedals as a courtesy to Airborne customers. If you haven't heard of Exustar before, they're sort of the Airborne of the pedal industry; good-quality, high-value products. A bunch of us here have been riding Exustar for years, which is one reason we decided to stock them.

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    QUESTION: I broke/bent my derailleur hanger on my Airborne bicycle. Where can I get a new one?

    ANSWER: We stock derailleur hangers for all current Airborne models. They are $20 each plus postage. Please contact us at 800-888-BIKE or email us at support@airbornebicycles.com.

    Alternatively, www.derailleurhanger.com also carries them in stock.

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    Question: What's the Warranty on Airborne bikes?

    SHORT ANSWER (for reference only. See complete warranty for details):

    • Hardtail Frames (including Road): Lifetime, original owner
    • Suspension Frames: Five years, original owner
    • Finish and Decals: 1 year
    • Suspension Parts: 1 year, original owner
    • Branded forks & Components: original manufacturer's warranty
    • Nonbranded forks: Five years
    • Airborne-branded components: One year

    LONGER, OFFICIAL ANSWER (Cick here for a PDF Copy):

    BICYCLE LIMITED WARRANTY

    It is the owner's responsibility to thoroughly read and understand the owner's manual and regularly examine the product to determine the need for professional, authorized service or replacement. Please consult an authorized Airborne Bicycles dealership with any questions on use and maintenance, or contact Airborne directly at 800-888-BIKE. Regardless of the length of the warranty, Airborne Bicycles does not infer that the bicycle will last forever or cannot be broken. All Airborne framesets and bicycles have a finite, limited useful product life cycle. The length of this useful life cycle will vary by environment, riding conditions, frame material and construction, riding style, maintenance, and the amount as well as type of use the bicycle or frame is subjected to. A worn out bicycle does not indicate it is warrantable, rather that the bicycle has outlived its useful product life cycle.

    Airborne Bicycles warrants a new bicycle against defects in material and workmanship, subject to the following limitations, terms, and conditions:

    warranty terms

    This warranty only applies to the original retail purchaser and is not transferable.

    Specific model exceptions to this warranty are noted with the bicycle documentation

    Airborne's sole obligation during the acceptable duration of this warranty is, AT AIRBORNE'S OPTION, to repair or replace the product with a current item that is equivalent in construction, design, and value.

    Airborne's liability under this limited warranty shall never exceed the amount of the original purchase.

    To obtain service under this warranty, you must:

    1. Contact an Authorized Airborne Dealer, or Airborne Bicycles directly, to arrange for the product to be inspected. The product may be need to be taken to the Dealer to be inspected, or sent back to Airborne Bicycles depending on the situation. The Dealer or Airborne will instruct you as how to proceed.
    2. Provide proof of purchase, including but not limited to the retail bill of sale, your credit or debit card receipt, or other satisfactory proof of the date of purchase.

    This warranty does not apply to damage or failure due to:

    1. Accidents, alteration, abuse, neglect.
    2. Material fatigue, normal wear and tear.

    3. Improper assembly, maintenance, or installation of parts or accessories not originally intended to be compatible with the bicycle as sold, including but not limited to power assist accessories, forks, brakes, or tires.

    This warranty also excludes:

    1. Commercial use, racing or competition, stunting, jumping, trick riding, ramp riding, aggressive riding, riding with excessive loads, lack of technical skill, competence, or experience of the user.
    2. Bicycle frames, which have been repaired (e.g. welded or bonded), repainted, or had the original decals removed.
    3. Bicycle frames that have had forks installed with longer travel than specified by Airborne (e.g. putting a 120mm travel fork on a frame designed around a 100mm travel fork).
    4. Frames, forks, wheels, axles, handlebars, and stems that show signs of misuse or abuse.
    5. Personal transportation costs or product freight costs to or from an Authorized Airborne Dealer or to or from Airborne directly.
    6. Labor for frame or parts replacement.
    7. Any additional costs associated with the incompatibility of existing parts and the replacement frame or fork.
    8. Labor, Assembly, packing, shipping costs are not covered by warranty. Wear and tear parts like chains,
      bearings, wires, tubes, tires, paint/decals, crossed/stripped threads on cranks, pedals etc and broken
      derailleur hangers are not covered by warranty as these are user/maintenance issues.

    This warranty is expressly in lieu of all other warranties, and any implied warranties of merchantability herein. Airborne Bicycles shall not be liable for any incidental or consequential damages. Some states do not allow the exclusion or limitations of implied warranties, incidental or consequential, so the above limitations and exclusions may not apply to you. Retailers and wholesale outlets for Airborne Bicycles products are not authorized to modify this warranty in any way.

    Airborne specifications are subject to change without prior notice.

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    QUESTION: Do you sell Demo bikes?

    ANSWER: Yes. Well, sometimes. When we get demo bikes in for purchase, we switch on a section to the site's Nav Bar that says "Demo Bikes". demo bikes

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