Order Confirmation:
Upon placing your order with TopDogBikes, we will pre-authorize your card to verify payment, but your card will not be charged until we confirm product availability. We will promptly check with our supplier to ensure that your chosen item is ready for immediate shipment. Once confirmed, your payment will be processed, and your order will be dispatched. If there is any delay, such as an item being on backorder, we will cancel the pre-authorization and notify you accordingly.
Order Delivery:
For items currently in stock, your card will be charged, and your order will be dispatched within 5 working days. You will receive tracking details via email within 24 hours of dispatch. If you do not receive tracking information within 6 working days, please contact us at info@topdogbikes.com for assistance.
Our Couriers: We use reputable couriers such as DPD, UK Mail, DHL, FedEx, and UPS to ensure secure and timely deliveries.
Free UK Mainland Delivery:
Orders over £500.00 qualify for free delivery to mainland UK. Deliveries to offshore islands (e.g., Isle of Wight, Northern Ireland) will incur shipping costs calculated as per the E-Bike manufacturer's delivery policy, minus the mainland delivery cost.
Damages:
Please inspect all items upon delivery. We strongly recommend refusing delivery of any damaged items. In case you discover any damage, please send clear photos to info@topdogbike.com to facilitate an insurance claim.
Shipping Damage Claims:
Inspect your products immediately upon receipt. Claims for shipping damage cannot be accepted beyond 14 days from receipt. Please note any damage on the Bill of Lading and document it with photographs, including dates. Retain all packaging and paperwork until the inspection process is complete.
Cancellations & Refunds:
Orders cancelled after 48 hours may be subject to additional fees. If your order has already been dispatched, you are responsible for return shipping costs. Refunds will be issued only to the original payment method.
Cooling Off Period:
You have a 14-day cooling-off period for purchases made without physically seeing the product, unless the item is bespoke or made to measure. For more details on cooling-off periods, please refer to Citizens Advice.