Contact & FAQ


 

Online Ordering FAQ

How do I get free shipping?
Free shipping applies to all bicycle purchases shipped to and picked up at your local participating Masi Bike dealer. After entering your shipping address in the checkout process, you will be presented with “In-Store Pickup” option. Items delivered via “In-Store Pickup” are shipped for free.. 

With “In-Store Pickup”, you will be presented with nearby participating Masi Bike dealer shipping location options. They will be broken out into two sections:

  • "Inventory Available"
  • "Ship to Store"

The local participating Masi Bike dealers listed in the “Inventory Available” section currently have your selected item in-stock, and it can be reserved for in-store pickup. One of the “Inventory Available” dealers may be your optimal choice for “In-Store Pickup” because the item can be picked up within a few days.

The local participating Masi Bike dealers listed in the “Ship to Store” section do not currently have your selected item in-stock, but they can restock that item within 5 business days, and have it ready for pickup. One of the “Ship to Store” dealers may be your optimal choice for “In-Store Pickup” because they are a short distance from your location.

I bought a bike online with the “In-Store Pickup” delivery option – will I need to pay an assembly fee?
No, you will not need to pay an assembly fee at local participating Masi Bike dealers. When you get your bike delivered to your local participating Masi Bike dealer, it will be assembled by a professional bike mechanic for free. Please note local participating Masi Bike dealers may need an additional 2-3 business days to build up the bike. Be sure to call the local participating Masi Bike dealer to confirm when your bike will be ready for pick-up.

When can I pick up my order at my local participating Masi Bike dealer? How will I know it's ready?
For “In-Store Pickup” orders with inventory currently available, you can pick up your item(s) within 24-48 hours, during store hours. Be sure to call the local participating Masi Bike dealer in advance if the item requires assembly. If the items are not currently available in-store, they will be shipped to the local participating Masi Bike dealer within 3 -5 business days. Be sure to call the local participating Masi Bike dealer to confirm when your bike will be ready for pick-up

Is my order confirmation email considered an official receipt?
No, your Official Sales Receipt will be provided to you when you complete your transaction at the store where you pick up your items.

What do I need to bring to pick up my items from my local participating Masi dealer?
Bring the “Ready for Pick Up” email, which includes the in-store pick-up verification code, as well as your photo ID, and the credit card you used to make your purchase online, as proof of purchase.

How do I know that my online order is secure?
Every order is securely processed according to industry-standard SSL Web encryption, in compliance with the International Payment Card Industry Data Security Standard (PCI DSS). Masi Bike and the dealers in our network never store any credit card information.

Can I pay for my order in-store instead of paying for it online?
Online orders are handled separately from in-store purchases. In order to secure your order and reserve your item, online orders can only be purchased and paid for online.

Can I pay with my debit card?
Online purchases can only be made with Visa, MasterCard, American Express, or Discover Credit Cards. There is one exception to the rule: payment can also be made with a Visa Debit Card (?)

When is the full amount of my online purchases charged to my credit card?
Your credit card will be charged upon online order placement.

How do I know my order was received?
You will receive a confirmation email letting you know that your order was received.

Is there a limit to the number of products I can purchase online?
No, there is no maximum or minimum quantity of items purchased, or purchase amount required.

Can I have a bike shipped directly to my home?

No, bicycles may only be shipped to a participating local Masi dealer for in-store pick up.

If your question about online orders has not been answered above, please email orders@masibikes.com or use the form below.

RETURNS & EXCHANGES

In-Store Pickup
After the order has been submitted, the "In-Store Pickup" dealer is your primary point of contact for initiating returns or exchanges. "In-Store Pickup" returns and exchanges must happen at the time of in-store pickup from a local participating Masi Bike dealer, and the item must be in original unused condition. Bike returns incur a $40.00 per bike restocking fee. This restocking fee is applied to cover the shipment of the bike back to the manufacturer. You may exchange an "In-Store Pickup" order subject to availability. In the event the item is exchanged for a higher value, you must pay the local participating Masi Bike dealer the difference directly. If exchanged for a lower priced item, you will receive the difference from the local participating Masi Bike dealer on the credit card the order was placed with.

Direct from Masi items 

We offer a 30 day Money Back Guarantee on all Masi accessory and apparel product we offer unless specified under the product description or title. Items must be unused and in original packaging with any tags attached. Please call customer service at 1.800.289.4276 between the hours of 8:00 AM - 5:00 PM PST in advance to obtain an RMA number (Return Merchandise Authorization) within 30 days of purchase date. Customer will be responsible for all shipping costs upon returning any product unless product is defective; then customer will be reimbursed for shipping a defective return. For your own protection, we recommend you use a shipping method that can be tracked and insured. Masi Bikes is not responsible for any lost items in transit. Any items returned without an RMA number clearly printed on the outside of the package will be returned to sender

Where can I find tech specs and other info on older Masi models?

Our online archive is the best place to find tech specs and other info on old Masi bikes: Click here

For all other questions please email: info@masibikes.com