How can we help?
Here's some commonly asked questions we tried to answer before you could even ask them. Any other questions or concerns, please feel free to call (we won't bite) or send us an email.
Let us make your day better.
1 Shipping
1.1 Why can't I ship an e-bike through your website?
The shipping restrictions concerning the rechargeable batteries are prohibitive so we opt to have you pick up your new e-bike in the shop.
1.2 Why am I being offered shipping insurance?
Bad things happen to good bikes. We offer our customers the ability to add on insurance through the carrier to help protect your new purchase in the event of misfortune. UPS charges $1.05 per $100 after the first $100. Once the bike is out of our hands, we can't control what happens to it. We would rather you be safe than sorry.
1.3 How long does it take to pack up my new bike for shipping?
In order to send you a new bike, we need to make sure that it is built first, then we can take prepare it to ship by taking off only what is necessary to fit it in the box.
1.4 Will my new bike need a tune up immediately?
When your bike was built and adjusted it worked great! In theory it should be just as good when it arrives to you. However, being jostled around so much may cause derailleurs and such to go out of whack. If things seem off, it might be good to check in with your favorite local shop.
1.5 Should I ship my new bike to my house or a local shop?
We strongly encourage our customers to consider having the new bike shipped to a shop for reassembly for a few reasons..
- Your new bike will be put back together by a qualified mechanic who will go over the whole bike to make sure that the shifting and braking are in proper working order, the bolts that hold important things like your handlebars are tightened correctly and that the order of operation was observed for your stem. And they'll get rid of the packing for you. (expect to pay approximately for a tune up)
- Someone will guaranteed be there to accept your new bike and it won't get left out in the cold.
- Trying to fit a bike box in the car can be difficult.
- If you don't already have a relationship with your local shop, now is a great time to get to know them!
2 Bike Maintenance
3 Return Policy
3.1 What is your return policy?
Returns
We happily accept returns for parts, accessories and clothing that have been unused, in original packaging and in salable condition within 15 days from the date you received your items. There are a few exceptions. No returns on bicycles, unicycles, trailers, tag-a-longs, sale or reduced items, gift certificates, special orders or indoor trainers.
Buyer is responsible for return shipping unless there was a mistake on our part.
Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item.
If your return is approved, we will initiate a refund to your credit card (or original method of payment).
You will receive the credit within a certain amount of days, depending on your card issuer's policies.
If you have any questions on how to return your item to us, please contact us. We're here to help.
4 Is the HandleBar open?
4.1 Is the HandleBar open?
We wish.
When it's safe to resume slingin' cocktails, we certainly will. Until then, you're on your own.
4.2 Does the HandleBar offer food?
We have snacks. Minor snacks, most of which you may have already eaten on your bike ride. Usually there are chips and nuts and trail mix to choose from, but we suggest ordering in from some of our local restaurants or bring your own food!
4.3 You have a bar in the bike shop?
Yes. We are the only bicycle shop in Massachusetts to have a full liquor license! While we won't be the last, at least we were the first. Bragging rights are almost as important as KOM's!
5 Gift Cards
5.1 I have a gift card to Northampton Bicycle but it won't let me use it on the store.
Correct. Unfortunately the two systems are not able to talk to each other through the website. If you'd like to use your gift card, we'd like you to! Please give the shop a call, have your card ready and we'll take care of all the details over the phone. 413-586-3810
5.2 Where can I purchase a gift card on your website?
We've made most things automated on the website so you don't have to talk to us if you super don't want to. For purchasing a gift card though, please call us. We won't bite. We'll get everything sorted for you and take payment and mail out your gift card along with any note you wish. 413-586-3810
We are hoping to have gift cards available for purchase online in the near future. Stay tuned.
6 Bicycle Assembly
6.1 How do I install my pedals?
To start, identify which pedal is left and which is the right side pedal. (hopefully we labeled them for you!)
They are threaded differently and are not interchangeable.
Once you sort out left from right, insert the pedal, threads first, into the crank arm on the correct side. Spin the pedal spindle towards the front of the bike until it's all the way in. It may take a turn or two to get the threads started. Under no circumstances should you force the pedal please! Once both pedals have been threaded in by spinning them towards the front of the bicycle and are hand tight, you are ready to tighten them, gently. Using a 15mm wrench, apply pressure towards the front of the bicycle, same way you spun them on, and snug them up. They should need no more than a quarter turn if they were hand tight to begin with.
If things are not going according to plan, STOP! and call us. 413-586-3810
Let us walk you through things before causing damage to your beautiful new bicycle.