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Customer Service
If you aren't happy, we're not happy. Let's fix it.
ORDERS MADE BY 2PM PST SHIP SAME DAY!
WE KNOW YOU WILL LOVE YOUR PACKAGE.. SATISFACTION GUARANTEED
WE OFFER ORDER PROTECTION ON EVERY ORDER WHICH INSURES SUPERCROSS BMX SHIPMENTS DURING TRANSIT
*PLEASE NOTE, IF THE CUSTOMER OPTS TO REMOVE ORDER PROTECTION FROM THEIR ORDER, SUPERCROSS BMX IS NOT LIABLE FOR PACKAGES THAT ARE LOST, STOLEN, OR DAMAGED IN TRANSIT
CUSTOMER SERVICE FAQ
HOW DO I PICK UP MY ORDER?
Please follow the instructions below for our curbside pickup procedures!
Pickup hours and location:
10AM-3PM Tuesday - Friday @ 22332 Eyota Rd Unit #2 Apple Valley, CA 92308
760/240-5266
Please keep in mind our delivery personnel will not be able to help you with technical support, for all technical questions and inquiries please email or call during tech support hours.
HOW DO I RETURN AN ITEM OR ORDER?
You are very welcome to return any recently purchased brand-new and unopened item, as long as it is still sealed in any included packaging so that it can be resold. Please reach out to us for an RMA # and include your order # in your message.
WHAT DO I DO IF I RECEIVE AN ITEM THAT IS NOT WORKING AS IT SHOULD?
Please let us know right away BEFORE you remove or uninstall the item in question. We ask that you send up-close and in-focus pictures from all angles, along with any pertinent video or DVR. It is very important that all wires are still attached that can be for the pictures. If you purchased Order Protection at checkout, please reach out to us HERE immediately so we can take care of your issue.
HOW CAN I MODIFY OR CANCEL MY ORDER?
If you'd like to make any changes to an order before it has shipped, it is fastest and most efficient to use the links in your Order Confirmation email for doing so. Please click the Modify Order link in your e-mail confirmation.
WHEN WILL MY ORDER SHIP?
All orders placed before 2PM PST on a weekday are typically shipped the same day. Orders with a pre-order item on them will ship once all items are in stock.
WHY DOES MY TRACKING STILL SAY "PRE-SHIPMENT”, OR IS NOT UPDATING AT ALL?
Due to the sheer number of packages we are handing USPS and UPS at a time, they often do not scan many of the packages, especially on Monday. Tracking like this will usually update once the package reaches a sorting hub near its final destination.
WHAT HAPPENS IF MY ORDER IS LOST IN TRANSIT?
If your tracking has not updated for 15 days, we consider the package lost, if you purchased Order Protection at checkout, please reach out to us HERE immediately so we can take care of your issue. If your tracking shows that your package has been delivered to you, but you did not receive the package; we suggest that you check with your delivery person and the post office, as well as check with any neighbors. If you have Order Protection on your order and believe it to be lost, make sure to reach out to immediately to start a claim. We strongly suggest that you purchase the shipping insurance.
WHERE CAN I GET TECHNICAL SUPPORT?
If you have a technical question about an item we sell, we will be more than happy to help out. Please call us at 760.240.5266 and select TECH SUPPORT, no other extension will be available for tech support. Tech support is within limited hours M-F. We do not always have experience with every single item in the shop, so another great option is to ask other BMXers.
ORDERING INFO
If you do not have a valid credit card and billing address entered correctly, your order will be automatically deleted. Please make sure to provide an accurate billing address, otherwise your order will be cancelled automatically and we will not be held liable for any bank charges you might incur.
We try to ship all orders within 48 hours of receiving the order.
Shipping charges may vary slightly. If an order is placed late on a Friday or during a weekend, please note that the order will not be received and shipped until the next possible working day.
We are not responsible for tracking orders placed from other online retailers. It is not possible for us to track orders if you place an order from an online retailer as we do not have access to their shipping systems. You need to contact the Dealer directly that you placed the order from.
International orders: Be aware that you will most likely have additional Brokerage Charges, Taxes, etc... this is added to the purchase and shipping you have paid. This is assessed by your country and local government. We cannot change these. It is your responsibility to know your local laws.
SHIPPING DAMAGE
When you receive parts that were damaged in shipping, if you purchased Order Protection at checkout, please reach out to us HERE immediately so we can take care of your issue and please save your package! UPS / FED-EX and other carriers will not help with the claims on damage if you discard the packaging.
We reserve the right to refuse any order
RETURN POLICY
RETURNS POLICY
If you're not happy, we're not happy! At Supercross BMX we aim to please, so if you're not completely satisfied with your order, we'll do whatever we can to make it better! If you purchased Order Protection at checkout, please reach out to us HERE immediately so we can take care of your issue.Please read our simple returns policy below, follow the steps, and remember - you can call at 760.240.5266 with any additional order or product related questions.
THE BASICS
All returns packages must be received within 30 days of the date your order shipped from us.
Refunds can only be issued to your original payment method. Without purchasing Order Protection at checkout and an exception through a claim process, we do not have an "exchange" process - simply return your item and place a new order for the alternate item. We will refund for the original order as appropriate (see below).
Shipping is non-refundable, except in cases where we have made a shipping error. Customer is also responsible for any additional freight costs.
A 15% restocking fee will be deducted from your total return value. So if you're returning an item valued at $100, your return total will be $85
NON-REFUNDABLE ITEMS
Returns received after 30 days of the original order shipment date.
Returns received in used, damaged or worn condition.
Frames and any other items included in our Virtual Parking Lot Sale Area.
Any special offers where terms state that sale is final.
HOW TO RETURN SOMETHING
Include the original pack slip in your return package or if you misplaced it you can use the detailed email confirmation you received when you placed your order. Circle the item you are planning on returning. Indicate the reason using one or the reason codes listed below:
Defective
Delivered wrong item
Ordered wrong item
Didn't like
Wrong size
Other (please specify)
If you purchased Order Protection at checkout, you may of already receieved a refund and/or replacement order. If you did not purchase Order Protection and we granted a return exception, we will replace the item that you are requesting to exchange or we will refund your payment type if returned within thirty (30) days. If it is past the original thirty (30) day return policy, if you were granted an exception, refunds would be placed onto a gift card exclusively for the Supercross BMX webstore.
Send that package to:
Supercross BMX
Attn: Web Store Returns
22332 Eyota Rd. #2
Apple Valley, CA 92308
You must use a traceable method (ex. UPS or FedEx) for returns as we are not responsible for lost packages.
If we blew it and the reason for the return is our mistake, there will be no charge, otherwise the amount of the return shipping will be deducted from your refund.
For international returns, please contact us directly.