QUESTION: How do I know I'll be happy with
my Airborne purchase? Do you offer a
Answer: Yes. We offer a 30-Day 100%
Satisfaction Guarantee, subject to certain conditions. Here's the
Airborne Bicycles Satisfaction Guarantee
We offer a 30-day 100% 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
and Conditions (below).
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
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.
QUESTION: Why aren't weights listed for all
of your models?
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.
QUESTION: Are your bikes made in
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
All Airborne bicycles are tested to and meet not only CPSC
standards, but strict EN14766 European standards.
QUESTION: Can I get a discount? What if I
buy more than one bike?
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
QUESTION: What are my
shipping options and charges when ordering a
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
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
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.
For more info, please send us an email at firstname.lastname@example.org
call us at 1-800-888-BIKE to discuss. If you are outside the USA,
our direct number is USA (011)937-865-2809.
QUESTION: Why did I
get charged tax on my order?
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
QUESTION: Does Airborne
ship outside of the United States?
ANSWER: In some cases, we can. For
more info, please send us an email at email@example.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.
As of January, 2013 we now have a distributor/retailer in
Mexico. If you live in Mexico and wish to purchase an Airborne
bike, please contact:
Zurbaran 836 Contry La Silla
Guadalupe Nuevo Leon Mexico 67170
Owner: Ruben Alvarado, assistance Erika Martinez
email is firstname.lastname@example.org,
QUESTION: How much
assembly is required when I receive my Airborne
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 email@example.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.
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.
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 firstname.lastname@example.org.
also carries them in stock.
Question: What's the
Warranty on Airborne bikes?
SHORT ANSWER (for reference only. See complete
warranty for details):
- Hardtail Frames (including Road): Lifetime,
- Suspension Frames: Five years, original
- Finish and Decals: 1 year
- Suspension Parts: 1 year, original owner
- Branded forks & Components: original
- Nonbranded forks: Five years
- Airborne-branded components: One year
LONGER, OFFICIAL ANSWER (Cick here for a
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:
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
To obtain service under this
warranty, you must:
- 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.
- 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:
- Accidents, alteration, abuse, neglect.
- 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
- 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
- Bicycle frames, which have been repaired (e.g. welded or
bonded), repainted, or had the original decals removed.
- 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).
- Frames, forks, wheels, axles, handlebars, and stems that show
signs of misuse or abuse.
- Personal transportation costs or product freight costs to or
from an Authorized Airborne Dealer or to or from Airborne
- Labor for frame or parts replacement.
- Any additional costs associated with the incompatibility of
existing parts and the replacement frame or fork.
- 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
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.
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".