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You have questions, we have answers.

  • I didn't receive instructions with my product.  How can I get installation instructions?

    • Your instructions can be found by scanning the QR code or visiting the website that is on the product card that's included with your parts

  • How do I know if a product is in stock

    • All products that you can add to cart are "In Stock" unless otherwise noted as a "Preorder" Item.  We strive to keep inventory accurate on the site so you are not wondering where you product is or why it has not shipped.  

  • How do I handle returns?​

    • If you no longer need your product, it can be returned within 30 days of you receiving the product as long as it has not been opened and installed.  All returns must be authorized and are subject to an up to 20% restocking fee if items need to be repackaged.  All items that have been installed are not subject to return unless previously authorized.​  Shipping costs are not refunded (original or return costs) as apart of a return unless item is being returned due to manufacturing defects.  Return labels can be provided to customers by request.  All provided return labels will be subtracted from return total once return is received.  

  • My package was damaged/lost in shipping.  What are my options?​

    • Damaged and lost packages happen from time to time and are unfortunately out of our control, but we are here to help.  In the event that your order is late, it is always best to contact your local carrier first (Post office or UPS sorting center) and see if they have any updates.  If they are not able to provide updates, work with them to file a claim using your tracking information that we provide.  ​If they are unable to create a claim case, reach out to us using the contact form on this site and we will work with you and the shipping carrier to get a resolution ASAP.

    • If you would like to have a replacement product shipped prior to the claim bring completed with the carrier, an advance RMA (Return Merchandise Authorization) can be processed with us.  This will require that you create a new order and notify is that you are wanting to process an advance RMA.  When your claim is processed with the carrier, they will close with one of the following statuses:

      • Claim Paid (to sender or receiver)​

      • Order recovered and sent to receiver

      • Item returned to sender (RTS)

    • Goheen Cycles will refund your order in total if claim is paid to sender or if the original order is returned to Goheen Cycles at which point RMA is processed.​

    • Goheen Cycles will not send any replacement products due to shipping delays or lost shipments without payment of replacement products unless claim has been paid by shipping provider.  Refund will be provided to the customer if the product is found, shipped to the customer and then returned back to Goheen Cycles.

  • Do you ship international?

    • Yes, but import taxes and and additional duties are the responsibilities of the customer.  If you have any questions about international shipping, please feel free to reach out to us via the contact page and we will get back with you ASAP.

    • If by accident an international order is miscalculated at checkout because First Class is not selected, the order is subject to additional shipping costs if needed prior to shipment.

    • From time to time, international orders are miscalculated from the shipping API with our shipping label partner.  If this occurs, we will refund customers the difference in their order when they are happen.

  • How is shipping calculated?​

    • Shipping costs are calculated based on your address and the sized and weight of the order at checkout.  Make sure you explore all shipping options and choose the right option before you check out.  ​

  • Have a question that you don't see here?  Send it over via the Contact page and we will get back with you as soon as possible.

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