Frequently Asked Questions
Everything you need to know
Online Shopping Delivery Options
We’ll email you when your order is ready and you can come to one of our stores for sidewalk pickup.
Ship To Home
Some bikes and accessories can be delivered directly to your home.
Frequently Asked Questions
General Store Information
Q: Are your stores open?
A: Yes, but at this time we are not allowing customers in our stores. Click here for info about what to expect when visiting one of our stores.
Q: What are your current business hours?
A: We've modified our business hours temporarily for the well-being of our team. Please check the hours at your preferred location before coming to one of our stores for curbside pick up. As always, you can shop online at wheelworks.com anytime.
Q: Do you currently offer repair services?
A: Yes. Please call us at your desired location before stopping by for service.
Belmont - 617-489-3577
Somerville - 617-776-2100
Q: How do I know what you have in stock?
A: If you see an item on the website, you can assume that it is available. Everything we have in stock is listed on our website, and the inventory should be correct (but is occasionally incorrect).Please note that we have 4 locations and a product could be at any one of these locations. If you see something on our website and plan to stop by to buy it, we recommend you call first to confirm a product is at the store you plan to visit. When possible we recommend you place an order on wheelworks.com for the product you are looking for.
Q: Can I return a bike or cycling gear if it's not right for me?
A: Yes, as long as the product is in the condition it was when it left our store. A quick ride around the block with your new bike is fine to test it out and make sure it is the right bike for you. Please note that this only applies to bikes purchased at our store or for pick up. Bikes shipped to your home are not eligible for return.
Q: Can I test ride a bike?
A: Yes, please contact us before you come by to ensure the bike you are interested is available for a test ride.
Placing an Online Order
Q: How do I find the right bike?
A: We're here to help. You can shop bikes online, and contact us with any questions you have, including sizing. We can be reached over the phone or you can chat with us thru our website. If you prefer to email us you can, email@example.com and we will get back to you as soon as we can.
Q: How do I pick the right accessories for the bike I’m ordering?
A: While shopping for a bike online, you can also explore our selection of apparel and accessories. Let us know if you have any questions. Common accessories with a new bike include a water bottle and cage, kickstand, bell, helmet, lights, bags, and phone holders.
Q: Will my bike come assembled?
A: Yes, if purchasing your bike for sidewalk pickup. Every bike purchased from our business is professionally assembled by a trained bicycle mechanic and undergoes a comprehensive safety check before delivery. If ordering a bike to be shipped to you, some assembly will be required after it arrives.
Q: Will the accessories I purchased with my bike be installed?
A: Yes, we will automatically install any accessories you purchase with your bike. If you do not want your accessories installed, please let us know in the "comments" section on the SHIPPING METHOD screen when you place your order. Please note that when shipping a bike some accessories cannot be installed.
Q: When will my order be ready for pick up?
A: Our system offers an automated quote for when your order will be ready. Bike orders will always take one to three days due to the fact that a technician must complete a safety check (at minimum) or build a bike from a box that has been transferred from our warehouse (at maximum). Orders for clothing, accessories, or smaller items will usually be ready the same day that ordering is completed, unless we need to transfer an item between pickup locations. This means that we should always have your item ready in a shorter time than the delivery timeframe quote states, but unforeseen delays may occur.
We will email you when your order is ready for pick up.
Q: How long do I have to pick up my order?
A: Our policy is that orders must be picked up within 21 days of confirmation that your order is ready. We send out confirmations via email. After 21 days we reserve the right to cancel your order and refund your original payment.
Q: How do I know what size product to purchase?
A: Whenever possible, products on our website have sizing information available. We are actively adding more self-serve tools to our website to help you further - especially for bicycles. We encourage you to contact us so we can offer you personalized assistance finding the right size. To make it easy to buy a kids bike we have a kids bike size guide.
Q: What happens if I order the wrong size?
A: We have always believed that the right size bicycle or bike product is essential to customer satisfaction. Please order with confidence and we will do our best to resolve any sizing issues you may encounter. All products purchased from our website and picked up at our stores can be returned within 14 days as long as they are in new condition.
Q: How do I use a gift card when placing an order?
A: Unfortunately our website is not set up to accept gift cards for online orders but we can still accept gift cards. When you want to use a gift card when placing an order please add the gift card number (found on the back of the gift card below the bar code) to the "comments" section on the SHIPPING METHOD screen when you place your order. You will still have to provide a credit card number to check out but your card will only be charged for the amount the gift card does not cover. Please note that a temporary hold will be placed on your credit card for the full amount until we process your order. If you have any issues with using a gift card, please email us, firstname.lastname@example.org with your order number and gift card number.
Picking Up My Order and Returns
Q: What do I do when I arrive to pick up my order?
A: When coming to one of our stores to pick up your order, please do not call when you arrive. Each store has a designated area for you to wait in line with a doorbell you can ring if there is not already a line. Please get in line and we will assist you as soon as we can.
Q: How do I return a product?
A: When returning a product please come to one of our stores with your receipt and wait in line. One of your staff will assist you with the return as soon as they can.
Q: I bought a bike and now I need to exchange it?
A: Exchanges are difficult at this time. If you can, your best option is to purchase the new product from our website as soon as you know what you want, then return the unwanted product at your convince within our 14 day return window.
Q: How do I schedule service for my bike?
A: Service appointments are not needed to have your bike serviced but they are encouraged. If you would like to make a service appointment please call us before bringing your bike to one of our stores. Once you schedule an appointment you are free to drop your bike off anytime before you appointment. A little confusing? Yes, that is because a service appointment is really just a place holder for when your bike is set to be worked on. We ask that your bike is dropped the day before its scheduled appointment date.
Q: How do I pay for my bike when it is ready for pick up?
A: When picking up a serviced bike you can either pay ahead of time or pay when you pick up your bike. If you choose to pay before picking up your bike please call us and we can take payment over the phone. If you choose to pay when you come to pick up your bike please bring your credit card with you.