Customer Help
Our happiness team is always here to assist.
Common purchase queries answered
Orders and Shipping
All products are made to order, and the manufacturing time is approximately 7 days. When the production is complete, we will need 7 to 14 days to deliver. So it takes about 15 to 25 days for you receiving the product after you pay the order. (There can be delays beyond our control such as customs, COVID-19 and postal service delays.)
Creating an account is also fast and easy:
Firstly, please click on the second icon in the upper right corner of the page.
Secondly, click the “Create your account” option.
Finally, simply enter your personal information once and input your own username and password.
Please contact us through our email support@pingbicycle.com with your name, order number, and the address you want right away! We may be able to correct the address before shipping.
When we ship, we will send you a e-mail with the carrier and tracking number. You can use this to track the status of your product and where it arrived. Or contact us by e-mail (our e-mail: support@pingbicycle.com) We’ll need the name of the recipient, the email address used to place the order, and the order number. Once we have that, we will get back to you with additional details on your order status.
Credit card information is very important and private. We have no authority to keep on file.
You will not be charged any sales tax by selecting our flat mail rate. Please note: We will only pay for the customs fees generated by flat mail. If you select other express shipping, you will be charged for extra customs fees.
Yes! We ship to most countries in the world. Packages shipped to international addresses generally take 7-14 business days to arrive after your order is processed. Note that often orders will be passed to and delivered by your country’s local postal service.
Yes. To ensure that you can get your product intact. We will pack your items carefully and safely.
If you need to swap an item
Returns and Exchanges
Please note that because all our personalized items are one-of-a-kind, so this item cannot be returned or refund unless it is defective, damaged,wrong engraving , wrong size, wrong color or wrong tiem.
Our policy lasts 30 days. If 30 days have gone by since your order was delivered, and you didn’t contact us within 30 days, unfortunately we can’t offer you a refund or replacement.
We sincerely apologize about that and know you were eagerly anticipating your order. The disappointment of receiving the wrong order is certainly frustrating, so we want make this right for you as quickly as possible.
Please contact us through our email support@pingbicycle.com with your name, order number, a list of the item(s) you are missing and, if applicable, some pictures of the wrongs items received.
Once we confirm that this is the wrong product you received. We will give you a refund or resend a replacement according to your request.
If your item is damaged upon delivery, no need to return the damaged item as well. Just contact us by e-mail (our email : support@pingbicycle.com) with your order information and some photos of the damaged item. Once we confirm, we’ll send you a replacement.
If your order is applicable to our return policy, we will send you an email with our return information. All return shipping charges must be prepaid. We cannot accept C.O.D. deliveries.
Please contact us at the page of ”contact us” and feel free to contact us by e-mail or calling.
Please email us with your name, order number and the address you want right away! We may be able to correct the address before shipping.
Cancellations are acceptable, within 60 minutes after an order is placed. Please if you have to cancel your order for any reason reach out to us immediately. If you are able to cancel within the given time frame, we will process cancellation orders as quickly as possible.
We may be able to correct the address. But for product variants, colour or engravings, we are in most cases not able to change it after the order is placed.
Yes. If you accept the time to wait, we will replenish the stock as soon as possible and ship the items.