Orbea USA L.L.C. (hereinafter, the service provider) is a company which belongs to Orbea S. Coop.Ltda. , reserves the right to unilaterally modify the present ordering terms with no advance notice, without this affecting the goods or promotions that were acquired prior to the modification. Given that the present conditions may undergo changes, you should read them before making any purchase on this website.

Register

My Account is a web page personalised for each user with the services offered by Orbea. Once you are registered just enter your email address and password to:

  • See/change your personal details
  • Change your password
  • Access the newsletter and customise the information that you receive
  • Access the Opportunities section, where you can indicate what type of opportunities you want to be informed about
  • Register the warranty for your bike
  • See the status of your past and present orders
  • See/manage your saved bikes
  • See the requests for bikes that you have submitted
  • Close your session

How to make a purchase

To place an order you must be registered with www.orbea.com.There are two ways of registering:

    Registering prior to ordering

  • On the main menu, go to REGISTER
  • All other data are optional and serve merely to help us get to know you and offer you what you need. You will be prompted to provide your shipping address & personal details when you place your order.

    We comply with current data protection regulations and will not therefore pass on your data to third parties.

  • When you click on "Register" an email confirming your registration will be sent to the address given in the previous step.
  • You must click on the link in that email message to activate your registration.
  • Registering while placing an order

  • Add the items that you wish to purchase to your basket.
  • Click on "Place Order" in the basket to go to the checkout.
  • At the checkout, fill in the compulsory fields (marked *) in the address and contact data section. When you complete the form you will be asked to provide a personal password, which you must then use to access your account once the order is placed.
  • Purchasing process

    • Once you have chosen an item, click on "Purchase" and select the size and colour. After selecting the size and colour, click on "Add to Basket".
    • After adding items you can go directly to the checkout or modify the items in the basket.
    • To go straight to the checkout, place the cursor on the shopping trolley icon in the top menu and click on "Purchase".
    • To change, delete or add items go to the basket.  Place the cursor on the shopping trolley icon in the main menu and click on "See or Edit Basket". When you are satisfied with the items in the basket click on "Place Order" (if you have a promotion code you can also enter it in the basket, but remember that you need to be registered and logged in to your account to do so).
    • At the checkout, follow the step-by-step instructions and provide the information requested. Those fields marked with an asterisk (*) are compulsory. If you are registered but have not logged in, click on "I am already registered" and some fields will auto-complete. If you are not already registered you will be asked to provide a personal password, which you must then use to access your account once the order is placed.
    • The next step is to specify a delivery location. If there is a home delivery option on all the items in the basket (i.e. for all items except bikes) your order can be delivered to an address of your choice. Alternatively, you can select an Orbea store from which to collect it. If the order includes a bike it will be shipped to an Orbea store. You may select a store based on postcodes.
    • The final step is payment. Payment platforms guarantee privacy of information and offers secure transactions to protect it during the process of providing user data. Payments can be made via PayPal (see www.paypal.us)or by credit card. The following credit cards are admissible:: Visa Visa Electron Mastercard Maestro

    • Once payment has been made, you will receive a confirmation email message with full details of your purchase.
    • You can also see detailed information on your order in the "Orders" section in your account. The information shown includes the order number, order date, order status, estimated shipping date, quantity, amount per item, shipping costs, full amount, collection point, personal data, etc.

Order tracking

You can track your order from your account. If you are already logged in, simply go to "My Account" on the main menu and if not then go to "Register" on the main menu and enter your email address and password. If you cannot remember your password click on the "Forgotten your password?" link and follow the step-by-step instructions to reset it.

 If you cannot remember the email address that you gave, contact our customer service staff at online.us@orbea.com or contact us on 501-280-9700, Toll Free: 888-466-7232. Give them your order number, which you can find on the confirmation message emailed to you when you made your purchase.

In "Orders" you can track your orders, which may show the following statuses:

CONFIRMED

This means that your order has been entered in our system and confirmed by Orbea.com, so we will shortly begin processing it and sending the items to the address indicated.

CANCELLED

   

While your order is classed as CONFIRMED you can still cancel it via the "Orders" section under "My Account". Once you ask for your order to be cancelled its status is changed to CANCELLED.

   

If an order appears as CANCELLED even though you have not requested its cancellation, we may have had to cancel it for a number of reasons. For more information please contact our customer service staff at online.es@orbea.com

SENT - TRACKING

Your order has left our warehouse. You will receive an email confirming shipment and the product will be delivered to the address indicated in 5-7 days. If you requested delivery to a C&C point the store will contact you so that you can pick up the product. In any event, the email confirming shipping provides contact data on the C&C point.
*Orbea works with front-line couriers to provide fast, secure shipping. Remember that delivery times are estimates and that some orders may be delayed, especially during seasonal sales and special promotional periods.

RETURN REQUESTED

If you wish to return an order that has been delivered, you may do so via the "Orders" section under "My Account". If the product ordered is a bike, you must request its return via the store from which you collected it. Once you have requested that the product be returned, the order status changes to RETURN REQUESTED.

Please read the "Cancellations and Returns" section for an explanation of the terms and conditions for the cancellation and/or return of an item or order.

RETURN ACCEPTED

Once the product is received at Orbea and we have confirmed that it is in perfect condition, the order status changes to RETURN ACCEPTED. The amounts paid for the products returned will be refunded in 4-7 days, minus the shipping costs incurred in the initial order.

Shipping costs

STATES ITEMS Shipping cost Free shipping to apply over (bikes exempt) Delivery
US states except Hawaii, Puerto Rico and Alaska ACCESSORIES, CLOTHES & PARTS 12$ 120$ 3-5 Business days
BIKES DELIVERED THROUGH C&C POINT FREE - 3-5 Business days
Hawaii ACCESSORIES, CLOTHES & PARTS 37$ 250$ 3-5 Business days
BIKES DELIVERED THROUGH C&C POINT 250$ - 5-7 Business days
Puerto Rico ACCESSORIES, CLOTHES & PARTS 37$ 250$ 5-7 Business days
BIKES DELIVERED THROUGH C&C POINT FREE - 10-14 Business days
Alaska ACCESSORIES, CLOTHES & PARTS 37$ 250$ 5-7 Business days
BIKES DELIVERED THROUGH C&C POINT 250$ - 10-14 Business days

Cancellations and returns

Cancelling an order

   

You may cancel items in your order provided that they have not yet been shipped. To cancel one or more items go to "Orders" in your account and click on the "See Details" link for the order that you wish to cancel. Once you have opened the order, select each item that you wish to cancel and click the "Cancel Items Selected" button. Then indicate the reason for cancellation and confirm cancellation.

Once you have completed the cancellation process we will refund you using the same method that you used to make payment. Refunds are made in 5 to 7 days as from the time of cancellation

   

Terms and conditions for returns

If you wish to change an item for a different size or colour, you must return it and place a new order. Terms and conditions for returns vary depending on whether you collected the product from an Orbea store or had it delivered to your home.

ORDERS COLLECTED FROM AN ORBEA STORE

You have 15 days to return the item as from the time when you picked it up at the store. The item must be in the same condition in which it was handed over to you, unused and with its original packaging and labels.

Items for return must be handed back to the distributor from which they were collected. Once the store has checked that their condition is as required you must ask to return the order via the website. To do so, follow the instructions below:

               
                       
  • In your account you can open any of the orders in the "Orders" section and return one or more items from them. You may only ask to return items whose status is marked as "Sent".
  •                    
  • Mark the items that you wish to return and confirm by clicking on "Return Items Selected".
  •                    
  • You and the store will both receive an email indicating a return authorisation number. The store marks the return number on the outside of the box
  •                    
  • Once the item is received at Orbea and its condition is confirmed, the price will be refunded by the same method used to make the purchase, minus the cost of return shipping. Payment into your account takes between five and seven days.
  •                

ORDERS DELIVERED TO YOUR HOME

You have 15 days to return the item as from its delivery. The item must be in the same condition in which it was handed over to you, unused and with its original packaging and labels.

To return an item, follow the instructions below:

               
                       
  • In your account you can open any of the orders in the "Orders" section and return one or more items from them.  You may only ask to return items whose status is marked as "Sent".
  •                    
  • Mark the items that you wish to return and confirm by clicking on "Return Items Selected".
  •                    
  • You will receive an email indicating a return authorisation number. You should cut out the rectangular box containing the return number and stick it in a prominent place on the outside of the box.
  • Once the item is received at Orbea and its condition is confirmed, the price will be refunded by the same method used to make the purchase, minus the cost of return shipping. Payment into your account takes between five and seven days.
  •                
             

ITEMS DAMAGED IN TRANSIT

If you find on receiving your order that the packaging is damaged in any way, please indicate the problem on the delivery note provided by the carrier (e.g. "package damaged"), return the box unopened to the carrier and immediately report the incident to our customer service team by telephoning 501-280-9700 Tool Tree 888-466-7232 or emailing us at online.us@orbea.com oder die E-Mail-Adresse online.es@orbea.com mit.

IF THE WRONG ITEM IS DELIVERED

If you receive an item that you did not order, please email us at online.us@orbea.com or telephone us on 501-280-9700 Tool Tree 888-466-7232 

Terms and conditions for returning personalised items

Orbea offers you the possibility on some models of selecting components to personalise your bike to your tastes and needs.

The one-off nature of such bikes means that they are non-returnable except in cases of manufacturing defects.

For any queries concerning the returning of personalised Orbea models purchased from www.orbea.com, please contact the point of sale where you collected the product, telephone us on 501-280-9700 Tool Tree 888-466-7232 or email us at online.us@orbea.com

Terms & conditions of warranty

 

WARRANTY.- We provide a two-year warranty, or by default whatever warranty period is required by law in each country.

COVERAGE

       
               
  • ORBEA provides a warranty on all products that it manufactures and/or distributes against any nonconformity issues for the first two years after their purchase. This warranty is valid only for the original buyer of the product, who is entitled to the repair and/or replacement of the defective product completely free of charge for the affected user in the event of any nonconformity.
  •            
  • This warranty also specifically covers paint, varnish and corrosion defects on all frames and rigid forks assembled on our bicycles during the period specified in the first paragraph hereof.
  •            
  • This legal warranty from Orbea is fully compatible with the legal and sales warranties offered by the manufacturers and dealers of the individual components of other brands fitted to our bicycles, and in the event of any nonconformity in any such component the user must process the individual warranty claim for same directly with said manufacturers or dealers.
  •        

CONDITIONS

       
               
  • When filing a claim under this warranty, the user must provide a copy of the purchase document (sales invoice) for the bicycle to ORBEA or the dealer.
  •            
  • The user must maintain the product purchased in good working condition, according to the instructions and recommendations provided in the instruction booklet accompanying the bicycle. ORBEA may reject any warranty claims that are the direct result of poor product maintenance by the user.
  •            
  • This warranty is null and void in cases of damage or defects arising from negligent use of the bicycle, the mounting of non-original accessories not supplied or mounted by our factory, or any inappropriate manipulation or maintenance operations by you, the user, or by any third party on your behalf.
  •            
  • This warranty does not cover the normal wear and tear of the perishable elements of the product in any case. Said elements may include, without limitation, the following elements subject to wear and tear:                

                                                                                                         
    Handlebar tape
    O-rings
    Bottom bracket cups
    Bearings
    Brake pads
    Seals
    Threads
    Sprockets
    Disk brake rotors
    Dust caps
    Core
    Grips and tapes
    Shock absorber joints
    Screws
    Rubber parts
    Seat covers
    Gear and brake cables and jackets
    Gear or brake lever hoods
    Spokes
    Nipples
               
  •            
  • Due to the inherent hazards associated with using a bicycle on roads or trails and the physical risks arising from its use, this warranty refers only to the replacement of non-conforming components and does not cover any personal injury that may arise directly or indirectly from malfunction during use. In case of a traffic accident, regardless of the direct cause, the warranty provided by Orbea is null and void.
  •        

THE PROCESS

       
               
  • In order to process any claim in relation to this warranty, the user must proceed to the point of sale where he/she purchased the product, so the dealer can process the legal warranty. If it is not possible to visit said dealer, or this is overly burdensome for you, the user, you may visit another official ORBEA dealer to file the claim, or contact ORBEA directly by clicking on the link below, to receive instructions for processing the warranty claim. When filing a claim under this warranty, the user must provide a copy of the purchase document (sales invoice) for the bicycle to ORBEA or the dealer.
  •            
  • This warranty is subject to the decision reached by our technicians with regard to the nature of the product non-conformity once they have studied the part in question.
  •            
  • If repair is not possible and ORBEA opts to replace the product, ORBEA will replace the non-conforming product with another similar product, and if this is not possible for reasons of stockage, you, the user, will receive another product of equal quality and features from the ORBEA range for the year in which the warranty claim is filed.
  •        

Warranty Terms & Conditions

By law, we offer either a two-year LEGAL WARRANTY or a warranty valid for the legal period established in your country.

COVERAGE

  • ORBEA warranties all products it manufactures and/or distributes against any non-conformity issues for the first two years after their purchase. This warranty is only valid for the original buyer of the product, who shall have the right, in the event of any lack of conformity, to the repair and/or replacement of the defective product, completely free of charge for the affected user.
  • Likewise, this warranty also specifically covers paint, varnish and corrosion defects on all frames and rigid forks assembled on our bicycles during the period specified in the first paragraph of this warranty.
  • This legal warranty from Orbea is fully compatible with the legal and sales warranties offered by the manufacturers and dealers of the individual components of other brands assembled on our bicycles, and in the case of any lack of conformity of any of these said components, the user must process the individual warranty claim for these components directly with said manufacturers or dealers.

CONDITIONS

  • When filing a claim under this warranty, the user must provide a copy of the purchase document (sales invoice) for the bicycle to ORBEA or the dealer.
  • The user must maintain the purchased product in good condition for use, according to the instructions and recommendations provided in the instruction booklet accompanying the bicycle. ORBEA is entitled to reject any warranty claims that are the direct result of poor product maintenance by the user.
  • This warranty does not apply in any case to damage or defects derived from negligent use of the bicycle, the mounting of other non-original accessories not supplied or mounted by the factory, or any inappropriate manipulation or maintenance operations by the user or by any third party on their behalf.
  • This warranty does not cover the normal wear and tear of the perishable elements of the product in any case. Said elements may include, without limitation, the following elements subject to wear and tear:
    • Handlebar tape
    • O-rings
    • Bottom bracket cups
    • Bearings
    • Brake pads
    • Seals
    • Threads
    • Sprockets
    • Disk brake rotors
    • Dustcaps
    • Core
    • Grips and tapes
    • Shock absorber joints
    • Screws
    • Rubber parts
    • Seat covers
    • Gear and brake cables and jackets
    • Gear or brake lever hoods
    • Spokes
    • Nipples
  • Due to the inherent hazard associated with using a bicycle on either roads or trails, and the physical risk derived from its use, this warranty refers only to the replacement of non-conforming components and does not cover any personal injury in any case that might derive directly or indirectly from their malfunction during use. In case of a traffic accident, regardless of the direct cause, Orbea's warranty shall be considered completely null and void.

PROCESS

  • In order to process any claim in relation to this warranty, the user must proceed to the point of sale where he/she purchased the product, so the dealer can process the legal warranty. If it is not possible to visit said dealer, or this is overly burdensome for the user, he/she may visit another official ORBEA dealer to file the claim, or contact ORBEA directly by clicking on the link below, in order to receive the corresponding instructions for processing the warranty claim. When filing a claim under this warranty, the user must provide a copy of the purchase document (sales invoice) for the bicycle to ORBEA or the dealer.
  • This warranty is subject to the decision of our technicians with regard to the nature of the product non-conformity, after having studied the part in question.
  • If repair is not possible and ORBEA opts to replace the product, ORBEA will replace the non-conforming product with another similar product, and if this is not possible for reasons of stockage, the user shall be provided another product of equal quality and features from those that are available in the ORBEA range for the year that the warranty claim is filed.