Frequently Asked Questions
Where is my order?admin
We work hard to ship your orders as quickly as we can. Most orders ship within 2-7 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, UPS, 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,’ your order will not show up in your account.)
For international orders, use this link to track your shipment (except First Class Mail, which has no tracking in foreign countries). Check your tracking to find out if your parcel needs to be picked up at your custom’s office.
If you’ve waited for more than 3 weeks for your order (U.S. address; International shipping can take longer, depending on the shipping method you selected), please contact us and we will investigate.
I made a mistake in my order. What can I do?admin
Most orders ship quickly, and once a parcel has left here, there is nothing we can do. Please check your order carefully before you submit it. If you ordered the wrong product, you can return it. If you made a mistake in your shipping address, please contact the shipping company you selected to see if you can redirect the package. You can also contact us via the ‘Order Question’ form. If our customer service sees your message in time – before our shipping department sends out your order – we’re happy to fix the problem.
Can I add something to my order?admin
We pack and ship orders as soon as they are received. That means it’s not possible to add to orders or modify them. Please place a new order for the additional items.
I placed two orders. Can you combine them?admin
Unfortunately, our order processing system does not allow combining orders. Each order will be processed separately. This ensures that you can track your orders. It also allows you to return the products (and receive a refund) if you change your mind about your purchase.
The shipping charge in the shopping cart seems very high to me.admin
Shipping charges are calculated by the shopping cart. Shipping, especially internationally, can be expensive. Unfortunately we have no control over that. Sometimes, especially for large orders, the shopping cart overestimates the shipping charges. For example, tires fit inside handlebars, but the software assumes two separate boxes. If the actual shipping charges are less than what you paid, we will refund the difference.
I didn’t get a tracking number for my order.admin
Check your spam folder for the email with the tracking information. Sometimes, customers put a typo in the email when the order is placed, and the confirmation email cannot be delivered. If you logged into your account before placing the order – rather than check out as a guest – you can see the shipping and tracking information on the ‘My Account’ page.
I am afraid my parcel is lost in the mail.admin
Domestic shipping: If your parcel's tracking (domestic shipping) has not been updated in 14 days, we consider it lost. Please contact us, so we can ship a replacement. If your parcel was delivered, but stolen from your house/porch/mailbox, please contact your local police department. Rene Herse Cycles is not responsible for items stolen from your property.
International shipping: If you selected shipping via the U.S. Postal Service (First Class or Priority Mail), the last tracking may show it in the USA (usually Los Angeles, Compton or Chicago). The package has left the USA, but many foreign postal services do not update the tracking information. Since the start of the Covid pandemic, some parcels are taking a very long time. Please be patient. More than 99% of international parcels arrive, even if the tracking does not seem to move.
If your international parcel is lost, we can replace it only if you selected FedEx or DHL as your shipping carrier. Please contact us if your parcel was shipped via FedEx or DHL and does not arrive after 14 days from the shipping date.
We cannot take responsibility for international parcels shipped via US Postal Service (First Class or Priority Mail International). That's why our web site says "NOT always reliable - choose at your own risk" when you select these shipping methods. At least two postal services are involved, and each claims the parcel was lost by the other postal service, and nobody will take responsibility... so there is little hope to get payment for the lost parcel.
Sometimes customs (Douane/Zoll) does not notify the customer when a parcel arrives. Please check your tracking to see whether your shipment is in customs. If the parcel is not cleared, customs will returned it to us. If that happens, we will refund the cost of the order (but not shipping). We apologize for any inconvenience.
Is _____ in stock?admin
We maintain a live inventory, so if you can see it on the website and put it in your cart, we have it in stock.
When will _____ be back in stock?admin
This question is difficult to answer. If things were going according to planned schedules, products wouldn't be out of stock in the first place. You can sign up to be notified when a particular item is back in stock. Also make sure to sign up for our newsletter so you’ll be the first to know when a shipment arrives.
Do you have _____ that isn’t on your website? Or can you get it?admin
We focus our program on the things we’ve found to work best. If it’s not on our web site, we don’t have it. Please contact your local bike shop for special orders.
I ordered the wrong part. Can I return it for a refund or exchange?admin
We are not set up for exchanges. You can return the product, provided it’s still in the original, unopened packaging. This allows you to order the correct part immediately, rather than having to wait until we get back the part you don’t need. Contact us for a return authorization within 30 days. Head to our Returns page for details: https://www.renehersecycles.com/tech-info-returns/
I have a problem with something I bought from you. Is _____ covered under warranty?admin
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, refer to our warranty page: https://www.renehersecycles.com/tech-info/warranty/
Do you have any shops in my area?admin
Many bike shops carry Rene Herse components, but it’s impossible for us to keep track of what they have in stock. We suggest you call shops in your area to find out whether they have our products in stock.
I have a question about a product you sell.admin
Please check the ‘Tech Specs’ on the product pages and the Tech Info pages. You’ll probably find the answer there. We understand that some customers may want to talk to somebody in person before making a purchase. We recommend that they visit their local bike shop. 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.