Shipping & Delivery Policy
Fulfillment & Handling
Orders can require up to 2 days handling.
Shipping within 3-6 business days throughout the contiguous 48 United States.
Allow up to 14 days for package delivery.
Lost or Stolen Packages
KTM Bike Industries is not responsible for lost or stolen packages with confirmed delivery to the address listed during an order. Upon inquiry, KTM Bike Industries will confirm delivery to the provided address, date of delivery, tracking information and shipping carrier information for the customer to investigate.
Items lost, damaged, or stolen during transit are the sole responsibility of the contracted carrier.
Accepting Bike Shipments
All bicycles require signature upon receipt. If you cannot be home during the window of arrival, it is recommended using the tracking info (located in Order Details within your Account) to arrange for pickup at a FedEx center that is convenient for you.
NOTICE OF RETURN POLICY
EXCHANGES & RETURNS
KTM Bike Industries and DeRu Sport, LLC ("us" "we" or "KTM") appreciate your business, and your time. Customer satisfaction is important to us and we want to keep you riding. To facilitate this KTM Bikes offers a generous return policy. You may return new, unused products purchased from us within 30 days of delivery for a full refund. You may return used products in good condition within 30 days of delivery for store credit.
For New Products: Defined as unused products, including bikes and apparel, must be returned in the same condition in which you received them, and with the original box and/or packaging, including manufacturer tags where applicable with proof of purchase.
For Used Products: Bicycles, or bike frames in good condition will be issued store credit in the form of a credit applied to your customer account. We will not accept the return of products damaged due to abuse or misuse. You must provide a receipt or other proof of purchase acceptable to KTM Bikes.
Keeping it simple; to exchange a product, we will need to return your original purchase and place a new purchase order at the same time. By placing a new order we can ensure that you will receive the new product quickly, and that it won’t go out of stock while you wait for an exchange. You will receive a full refund for products returned in new, unused condition and an in-store credit for the return of a used product in good condition as described above.
Please allow 1-2 business days to process credits or refunds.
Please contact our Service Center for returns, through our Support widget which can be found in the lower right corner. KTM Bike Industries will generate and send you a Return label. Simply print your label, tape it securely to the outside of your return package, and drop it off at a FedEx Center, or local Post Office at your convenience, or prepare it for pickup.
Please allow 3–5 business days to process a return after it arrives at our distribution center. You will receive an email confirmation when your return is received.
ORDER CANCELLATIONS & RESTOCKING FEES
Order cancellations are defined as orders that have been removed from stock, shipped, or otherwise processed before being canceled. You may cancel your order within 24 hours of placing it without any additional charge or obligation. While we offer a comprehensive Exchange & Refund Policy for products that do not meet customer expectations, order cancellations incur penalty fees based on the following criteria:
There are no charges for cancelling an order. Orders are processed within 24-hours of being placed, once an order has been pulled and packaged to ship it is no longer in-stock and is subject to fees.
Removed from Stock/Shipped Orders
- Customers will be charged a 10% cancellation fee if your product removed from stock.
- If the product is already in transit but not delivered, there will be a 12% cancellation fee and you will be charged for all shipping charges.
- If delivery is attempted but not accepted, no refunds will be permitted.
For apparel, components, and accessory orders:
- Customers may cancel your order within 24 hours at no charge or before shipping.
- After an item has been shipped, the return policy applies.