Shipping policy
It’s vital that your order reaches you quickly and safely. When you order, we ensure that your order is transported to you with the utmost care. And to ensure that your bike arrives in top condition, we have developed our own custom bike box to keep everything well protected. On this page, you will find extensive information on shipping and delivery.
All our packages are fully insured during transport. In order to ensure that your awesome bike gets safely delivered to you and no one else, we have requested that UPS deliver only to the person named on your order. The person named on the order should be prepared to show photo ID. We know you’re going to love your Oak bike and we appreciate your support of this security procedure.
Most orders will be fulfilled within 1-3 business days as fulfillment times may vary if an order is held for address confirmation or payment authorization.
June 2024 update: at the moment, all orders are in pre-order status, meaning all frames ordered during the pre-order period will start being assembled on the last day of said pre-order period with the products’ shipping date start 4-6 weeks after that date.
Delivery times
After we have transferred your parcel to our shipping partners, you can expect the following delivery times:
Ground - 5-15 business days*
Express - 3-5 business days*
*Please note that UPS might not deliver on weekends or holidays. All packages require a signature to be released. We are unable to deliver to APO, FPO or P.O. Boxes. Ground shipping is not available to Alaska, Hawaii, or Puerto Rico. For customization orders (size and/ or part upgrade), standard processing times of 3-5 days are required.
Shipping insurance and claims
Every delivery we send is insured during the shipping process. When you receive your delivery, please immediately check for external damage. You must report any damage to the shipping company within 24 hours of receipt. The shipping company will issue you with a confirmation of your damage report. When you return your order, enclose this confirmation and a copy of your receipt together with the goods in the original packaging. Before returning the package to us, please contact us by phone so that we can discuss the procedure with you.
Frequently Asked Questions
Has my bike shipped?
If you have received a tracking number from Oak, your bike has been released to UPS and is on its way to you. Please note that your tracking number may take up to 5 business days to show movement and up to 15 days for ground delivery due to current UPS delays.
Why is my tracking number not showing movement?
UPS is experiencing delays that may affect the activation of your tracking number. Please allow up to 5 days for your tracking number to show movement and up to 15 days for ground delivery.
Returns
If you wish to return your purchased item, you may do so within 30 days of delivery. All returned items must be in unused, brand new condition. The customer is responsible for the cost of return shipping.
Beyond the first 30 days of receiving your order, all products are non-returnable, non-refundable, and non-exchangeable. If a returned item is received to Oak damaged due to negligent packaging or re-packaging by the customer, we will be unable to issue a refund. The best thing to do is contact customer support and explain your situation. Let's resolve this together.
If you received a damaged product:
Please send photos of the damaged item, any damaged packaging, and the shipping label to us by e-mail.
I want to return a product. What should I do?
After familiarizing yourself with our return & refund policy, e-mail us. In your email, please include the below items of information.
Name
Order #
Detailed Reason for return