FAQ

A: Possible reasons your transaction declined at Checkout:

1. You entered a billing address that does not match the information on file with your card issuer. This is the #1 error most customers experience.
2. You entered a CV2/security code that does not match your card.
3. You entered an international card.
4. Rejected by your card issuer. Contact your card issuer for clarification. We do not have any control over a financial entity's actions.

A: Processing may take 1 to 5 business days (excluding weekends and holidays). During the busy seasons (spring and summer), we may need additional time because of the heavy volume of sales.

If you feel that your order is taking longer than expected, please contact Customer Service at info@monkline.com or 718-819-8653 to check on the status.

A: We will do our best, but we cannot guarantee the likelihood. Immediately contact our Customer Service Team at 718-819-8653, or email info@monkline.com for any changes to be made on a pending order.

A: We will do our best, but we cannot guarantee the likelihood. Immediately contact our Customer Service Team at 718-819-8653, or email info@monkline.com for any changes to be made on a pending order.

We cannot update an order:

1. if the new total is different from the original total submitted at Checkout. For example, you want to update to a $200 bike, but your original order is $100. Because your new preferred bike is priced above your original bike, we are unable to perform this update.
2. if already fulfilled, shipped and on its way to you.

A: Complete bikes are pre-assembled about 80-90% by the manufacturer. Although partially built, bikes are mainly put together just enough for shipping purposes. Some assembly is required including but not limited to: saddle, handlebar, pedals, installing front wheel, and wheel truing. Tools for assembly are not provided by the manufacturer.

If you are unsure about assembly, we strongly encourage you to visit your local bike shop and have a professional mechanic complete assembly. This will give you a peace of mind that everything has been installed correctly by a professional, and doing so will activate warranty.

A: Different billing and shipping addresses are acceptable; however, it is within Monkline Bike Warehouse standard procedure to contact the billing card holder for additional verification. This is simply our way of protecting your payment information. Customer Service will contact the card holder to finalize the order. Once we have all the necessary details re-verified by you, we will contact the issuing bank of your card for final verification.

A: Immediately at the point of sale. Our payment processor automatically captures your payment prior to order fulfillment.

A: Our Checkout is not yet configured for shipping to Alaska and Hawaii. For alternative options, please contact our Customer Service Team at 718-819-8653, or email info@monkline.com.

A: Yes, we offer UPS 2-3 Day, which delivers Monday to Friday only. While we will do our best to prioritize your express method, please take into consideration that normal processing is 1 to 3 business days.

For instance, if you place an order on Thursday expecting to receive in 2 days (Saturday), realistically your order will be delivered the following week due to processing time and no weekend/holiday delivery.

A: At this time, we only ship within the US and to Canada. We do not offer international shipping. Also, our Checkout Cart will only accept US and Canadian issued credit cards.

An alternative suggestion is to use PayPal with a confirmed shipping address in the US or Canada such as an international freight forwarding company. We are not affiliated with any forwarding service and unable to offer suggestions.

A: Please first check in with other members of household or possible neighbors to see if they may have signed for it or held it aside for safe keeping. If product still is reported missing please contact Customer Service 718-819-8653 or info@monkline.com, provide them with your order number and they will look into this further.

For all lost packages Monkline Bike Warehouse is responsible for first filing a Retrace Investigation with our shipping providers with a 14 day period. If 14 days has passed prior to us finding out we will still try however there is very little that can be done at this point. The retrace investigation can take up to 72 hours. Once over, Monkline Bike Warehouse will then review the case and provide you with next steps in possibly rectifying your situation. Each case is different and is very dependent on information retrieved during retrace investigation.

Please note that we cannot refund your purchase for lost or "Porch Pirated" packages. Our best course of action is to reimburse in form of Store Credit towards a future purchase or ship out a replacement bike after investigation is finalized.

A: Each mechanic will differ in assembly time, but on average, about 2 to 3 business days.

Mechanics will be understandably busy during peak seasons (Spring, Summer, end of year holidays) and may require additional time. If you have an important deadline, let us know and we will relay the message to our mechanic.

A: We cannot disclose any information on any of our participating mechanics. All communication from customer to mechanic must be relayed by our Customer Service Team. The mechanic will contact you after assembly to schedule delivery.

If you want to check the status of your assembly or other inquiries, please contact Customer Service toll-free at 718-819-8653 or info@monkline.com, and we will contact the mechanic on your behalf.

A: That different address is the mechanic's. First, we must send your bike to our participating mechanic local to you to perform the assembly. After, the mechanic will schedule delivery of your fully built bike to your address.

A: Please bring a valid photo I.D. such as your driver's license or passport. Your I.D. must match your receipt.

We will not release a pickup order if you do not have proper identification. This is for your security.

A: Ideally, the cardholder must be present at pickup. However, if the cardholder is not available, please contact Customer Service at 718-819-8653 to discuss your request.

A: Certain items are only available for Pickup at Warehouse in Little Neck, NY. Due to a Manufacturer/Dealer Agreement between Monkline and the manufacturer, we are not allowed to ship out these items. Please contact Customer Service at 718-819-8653 for an alternative solution.

A: Sorry, but we do not offer exchanges as this will cause a lag in getting the product you truly want. We recommend submitting a new order, and returning the first order separately.

A: Acceptable returns are within 14 days of receiving your order. After 14 days, we cannot guarantee a refund will be approved.

A: Nope. Any used merchandise will render it unacceptable for a refund. We only allow returns that are in its original condition: brand new, unused, not damaged, packaging intact.

If your return is clearly used, we may issue a restock fee or reject. If rejected, you are responsible for the return shipment back to you.

A: we charge restocking fee, we will deduct restocking fee and process a refund.

For more information please contact our Customer Service Team at 718-819-8653 or info@monkline.com.

A: For all warranty claims, please Warranty Team at Customer Service Team at 718-819-8653 or info@monkline.com. So that we can help you in a timely manner, make sure to include the following:

1. Your order number
2. Brief description of the claim
3. Photos of the item

Be advised that if the bike is NOT built up by a professional bicycle mechanic at a bicycle shop, any warranty will be void.