Contact

Important!

Please contact us only once. You will get a response! If you send us multiple messages, it will create confusion and delay our response. Thank you!

Questions about your order

Waiting for your order? We work hard to ship your orders as quickly as we can. Most orders ship within 2-5 business days. Brakes and cranks are custom-assembled, so they can take a little longer. Once your order is received and scanned by the shipping company (USPS, DHL, FedEx), you will receive an email with tracking information.

Click here to view the status of your order. (However, if you checked out as ‘Guest’ when you made your purchase, your order will not show up in your account.)

For other questions, please check our Order FAQ , where you’ll find answers right away, and contact information that gets your questions to the right employee without delay.

Questions about your Bicycle Quarterly subscription

Click here for questions about your Bicycle Quarterly subscription.

Returns

Ordered the wrong part? We know that it can be hard to order online without seeing parts in person. That’s why we give a full refund for returns. A Return Authorization number is required. For details about our returns policy and to send a return request, head to the Returns page.

Mis-Ships

We sent the wrong part? Even though we double-check each shipment before it goes out, it can happen that we send the wrong item. Please contact us using our Returns form, and we will take care of the problem.

After-Sale Support

Having trouble setting up your Rene Herse parts? We’ve got you covered! Click here to contact us about a product you bought from us.

Warranty

Something broke and you wonder whether it’s covered under warranty? We hate breakdowns as much as you do, so we offer only the highest-quality components and stand behind them with one of the best warranties in the bike industry. For more information and to open a warranty request, please refer to our warranty page. Use this form also if you have trouble setting up your Rene Herse parts.

Questions about Rene Herse Products

Please check the ‘Tech Specs’ on the product pages and the Tech Info pages. You’ll probably find the answer there. 

We also understand that some customers may want to talk to somebody in person before making a purchase. We work with more than 700 shops all over the world who sell our products. They may be able to help if you can’t find the information you need on our web site.

Wholesale Application

Your shop wants to sell Rene Herse tires and/or components? We love to work with independent bike shops. Head over to our wholesale application. It’s a simple one-step process.

Press Contact

For inquiries from the press for Rene Herse Cycles or Bicycle Quarterly, click here.

Industry Purchase Program

We get a lot of requests from people within the bike industry who run our products on their bikes. We’d love to offer an industry purchase program, but we’re too small to administer this. Please ask your employer to sign up for a wholesale account (see above), and order through that. We’re sorry about this!

Suggestions

Looking for a spec, but can’t find it on our website? Have suggestion for a product? We want to hear from you! Due to the volume of messages we receive, we can’t answer each individually, but we read all of them. And we incorporate many into our website and product development. Click here to make a suggestion.

Bicycle Quarterly Readers’ Forum

The Readers’ Forum in Bicycle Quarterly isn’t just for comments about articles we’ve published, but also for more general questions about bikes and our way of riding. We can’t answer messages individually, but all submissions will be considered for publication in Bicycle Quarterly. And a large percentage of submissions do get published. Click here to write to Bicycle Quarterly.

Why is there no phone number or email address?

We use forms so that your request immediately gets associated with your order. That way, our customer service can give you a timely response without having to ask for more information. 

The forms also route your request to the right person, whether it’s a question about an order or a warranty request. If the request is handed off to somebody else, that person can see the previous conversation. This means you don’t have to wait until the original employee is back. We think this makes for better customer service.

One problem we see all too often is that our messages to customers get stuck in spam folders. If you contact us, you will immediately get an email acknowledging that we received your message. If you don’t get a response within 2-5 business days, please check your spam folder.