Fast & Reliable Global Shipping

At IXS Shop, we’re riders just like you, and we know you’re eager to get your new gear. We process all orders within 1-2 business days from our warehouse. Once your order ships, here’s what to expect:

Shipping Methods & Timeframes:

  • Standard Shipping (DHL or FedEx): $12.95. Your order will typically arrive within 10-15 business days after shipment.
  • Free Shipping (EMS): Available on all orders over $50. Your order will typically arrive within 15-25 business days after shipment.

Please Note: Shipping times are estimates and may vary based on your location and customs processing. We ship worldwide, but currently cannot deliver to a few remote areas and parts of Asia.

Our Hassle-Free Returns & Exchanges

We stand behind the quality of every bike, frame, and piece of gear we sell. If something isn’t the right fit for your cycling needs, our straightforward process makes it easy to make things right.

The IXS Returns Policy:

We accept returns and exchanges within 15 days of you receiving your order.

To be eligible, items must be:

  • In original, unused condition
  • In the original packaging with all tags attached
  • Accompanied by the original receipt or proof of purchase

Important: Non-Returnable Items

For safety and hygiene reasons, we cannot accept returns on the following products once their packaging has been opened or if they have been used:

  • Body Armour
  • Helmets
  • Goggles
  • Neck Braces
  • Frame Protection products
  • Any personalized or custom-built products (e.g., custom-built bikes, specially ordered frames)

How to Initiate a Return or Exchange:

  1. Contact Us: Email our support team at [email protected] within 15 days of receiving your order. Use the template below to provide all necessary info.
  2. Wait for Authorization: We’ll respond within 24-48 hours with a Return Merchandise Authorization (RMA) number and return shipping instructions.
  3. Package Your Item: Securely pack the item in its original packaging, including all accessories and documentation.
  4. Ship Your Return: Send the package to our address using a trackable shipping service. Return shipping costs are the customer’s responsibility unless the return is due to our error.
  5. Inspection & Processing: Once we receive and inspect your return, we’ll process your refund or exchange within 3-5 business days.

Return/Exchange Request Email Template:

Copy and paste the template below into an email to [email protected]:

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear IXS Shop Support Team,

I would like to request a [return/exchange] for my recent order.

Order Number: [Your Order Number]

Order Date: [Date of Order]

Product(s) to Return: [Product Name(s) and Quantity]

Reason for Return: [Please provide details]

I have read and understand the return policy regarding product condition and eligibility.

Please provide instructions for returning the item(s) and any additional information you may need.

Thank you,

[Your Full Name] [Your Email Address] [Your Phone Number (optional)]

Refund Information

Once your return is received and inspected, we will send you an email notification. We will also notify you of the approval or rejection of your refund.

Refund Processing Time:

  • Refunds are typically processed within 3-5 business days after we receive and inspect your return.
  • Depending on your payment method and financial institution, it may take an additional 3-10 business days for the refund to appear in your account.

Refund Methods:

  • PayPal payments will be refunded to your PayPal account.
  • Credit card payments (Visa, MasterCard, JCB) will be refunded to the original credit card used for purchase.

Please note: Original shipping charges are non-refundable unless the return is due to our error.

Exchanges:

If you need to exchange an item for a different size or color, please indicate this in your return request. We will process the exchange once we receive your returned item.

  • If the exchange item costs more than the returned item, you will need to pay the difference.
  • If it costs less, we will refund the difference.

Need Help? We’re Here For You.

Our team of cycling enthusiasts is ready to assist you with any questions about shipping, returns, or exchanges.

Email: [email protected]

Address: IXS Shop, 3639 Parkway Drive, DEMING, US 88030

Hours: Monday-Friday, 9AM-5PM PST