Frequently Asked Questions
WHAT HAPPENS WHEN I ORDER?
Glad you asked!
- Right after you place your order, we’ll start preparing your Astor for shipping from our New Jersey warehouse.
- You’ll get an email confirming your order right away, and then (within 24 hours) a second email with your Fedex tracking number. Time to start obsessively stalking your bike as it makes its way over to you.
- In 2-3 business days on the East Coast (or 3-5 business days on the West Coast) you’ll be able to stop hitting refresh on that tracking number page, because a beautiful, mint green box will arrive at your door. Hello, Astor!
- From unpacking to clearing up, our simple, step-by-step guide will take you through assembling your Astor. This takes 30-60 minutes if you’ve never put a bike together, and everything you need to get the job done is included in the box.
- The street is your playground. Ride beautiful, ride simple, ride free.
WHAT IF I DON’T LIKE MY BIKE WHEN IT ARRIVES?
If you don't fall in love with your Astor for any reason at all, you can send it right back in the box it came in, for free, and we'll refund you right away. It's like a test ride, only for 30 days, and you can actually get to know if it works for you in real life, rather than just riding in circles around some desolate bike store parking lot.
We're glad you asked. We think riding bikes is a ton of fun, great for your body, and good for the world. Finding the right bike shouldn't require a PhD or a sizeable bank roll, so we've honed everything down to the essentials and built a beautiful bicycle at a great price and explained everything in plain English.
+ Your prices are amazing - what's the catch?
There's no catch. We're able to offer you beautiful bikes at half of retail prices by using a smarter and leaner business model. No hidden tricks. In fact, here are our secrets:
First, we just flat out save you money by: i) designing a simple yet elegant bicycle which reduces the manufacturing cost ii) selling directly to you online, cutting out middlemen and local bike stores and iii) letting you purchase bikes in advance which helps us plan better and further reduces our costs.
Second, we unbundle services from the bike and let you chose what you want to buy. When you buy in a local bike shop, baked into the price are the cost of assembly by a professional mechanic and the cost of periodic free maintenance. We offer both of these as opt-in services instead of wrapping them all into a single price.
It's biking, a la carte.
+ I'm a little nervous buying online. Don't I need to ride it first?
Our experience has shown that we can very accurately suggest the perfect bicycle for you without a test ride. All we need to know is:
- how tall you are
- how hilly your city is
- your riding style (casual cruising or a classic, versatile ride)
Answering these three questions lets us pick the perfect frame style, frame size, and number of gears for you. Then you pick your color and you're good to go.
As a quick data point, less than 2% of bikes bought online get returned, so you can rest assured there are lots of satisfied customers out there.
We also have a great worry-free return policy, we will make sure you are satisfied with your new Brilliant bicycle.
+ How do I assemble the bike?
Assembling the bike yourself is the best way to get to know how it works so that you can maintain the bike and add on things like racks, fenders, baskets, and lights. We have an easy-to-follow set of assembly videos at www.brilliant.co/build. First-time assemblers can easily finish a bike in 30 - 60 minutes including clean up. All required tools are included with your bike.
PICKING A BIKE
+ I haven't bought a bike in years. Where do I start?
Picking the perfect bicycle boils down to only three easy pieces of information:
- how tall you are
- how hilly the terrain is
- and your riding style (laid back cruising, sitting upright, or sporty and grinding it out)
Answering these three questions let's us pick a frame style, frame size, and number of gears respectively.
+ What does designing for the casual rider mean?
A couple of things. First, it means we strike the right balance between cost and performance. For example, we could shave a few ounces off of the bike weight which would double the price which seems silly if you're riding with a backpack or even just wearing a heavy jacket.
Second, it means we pick parts that need the least maintenance. We've used internally geared hubs which place the gears inside of the hub (center of the wheel). This reduces the probability of slipped gears, dropped chains, and getting grease on your pants.
Lastly, it means we've simply built a bike that looks good and that you'd be proud to ride around and hang on your wall when you're done. You'd be surprised how much more often this makes you want to ride.
+ What are some common accessories I might want?
It really depends on where and how you want to ride. We've curated a great list at our shop that covers the full range of what a casual rider would want. If you have specific questions, don't hesitate to email or call. We can suggest specific combinations of accessories that would be great for your style of riding.
BUYING A BRILLIANT BICYCLE
+ Do you charge for shipping?
We always ship free to the 48 lower U.S. states. We do ship to Alaska, Hawaii, and Puerto Rico but unfortunately due to historical territorial and political escapades, shipping things to these three locations is expensive.
+ Do you ship to Canada?
Yes, indeed. Due to popular demand, we ship north of the wall for $99 plus applicable duties and taxes.
+ Do you offer other International Shipping?
At this time, Brilliant Bicycles are only available in the U.S. and Canada. Shipping anywhere internationally costs about $700 USD in customs duties, taxes, and air freight shipping fees. At that rate, you might as well fly to the U.S. and get the bike yourself and consider the vacation free!
+ How long will my bicycle take to arrive?
We ship our bikes Fedex Ground from our warehouse in New Jersey. If you're on the east coast, it should take 2-3 business days to reach you and 3-5 business days on the west coast.
+ I'm in a hurry, can I get expedited shipping?
Sure, but it's a little pricey. Email us at email@example.com and we'll set it up for you.
+ What forms of payment do you accept?
We accept Visa, Mastercard, and Amex.
+ How do I check on my order?
All orders receive confirmation and tracking updates via email. If you did not receive a tracking number, or you are having problems tracking your order, please contact us.
+ How do I cancel my order?
Please respond directly to an order confirmation email, or contact us directly at firstname.lastname@example.org.
+ What is your return policy?
We will take any bicycle back within 30 days of delivery. No questions asked. We stand by our product - if you're not totally satisfied, we'll fix it immediately or arrange to pick the bike up and credit your account in full.
Please email email@example.com with your order number and any relevant info.
BRILLIANT BICYCLE SAFETY INFORMATION
+ What manufacturing safety standard do you follow?
Our bikes are manufactured in accordance with the United States Consumer Products Safety Commission's Bicycle Requirements Business Guidelines. We also visit our factory and suppliers often and do in-person quality assurance at each step of the way. All of our suppliers adhere to rigorous, documented international testing protocols. Our frames are stress-tested with 100,000 compressions according to EN standards.
+ What safety features have you designed into your bikes have?
We've designed several safety features that are usually only found on more expensive bikes.
If you want to get technical, we have forward-facing dropouts which means that every time you hit a bump, the front tire and the fork (the bike frame) are pushed together whereas with rear-facing dropouts bumps can jostle them apart and there is a slight chance the wheel comes dislodged (called dropping the front wheel). It's a small chance, but one we'd rather not take.
We've also included chain tensioners which make it nearly impossible for your chain to fall off while you're riding.
Our internal 3-speed and 7-speed gearings allow you to shift gears while at a light and make it really unlikely that your gears will slip or become compromised while riding.
+ What is your liability policy?
Products; concierge services; limitation of liability and disclaimer of warranties. Bicycling involves risk of injury and damage. By choosing to ride a bicycle, you assume the all responsibility for that risk, so it is important to understand and practice the rules of safe riding and of proper use and maintenance of your bicycle. All our products, and our concierge service, are provided on an â€œas isâ€ basis. Except as expressly set forth herein, our products and concierge service are provided without warranties of any kind, whether express or implied, including, but not limited to, implied warranties of merchantability, fitness for a particular purpose, or non-infringement. No advice or information, whether oral or written, obtained by you from company or through the service will create any warranty not expressly stated herein. In addition to all other limitations and disclaimers in these terms of service, and to the maximum extent permitted by applicable law, we disclaim any liability or loss in connection with the products and/or concierge services sold on or through the services. In no event shall brilliant bicycles be liable for any direct, indirect, punitive, incidental, special consequential damages, to property or life, arising out of or connected with the use or misuse of our products and/or concierge service, and you agree to hold us harmless from the same. Your use of our products and/or concierge service is solely at your own risk. This limitation of liability section applies whether the alleged liability is based on contract, tort, negligence, strict liability, or any other basis, even if we have been advised of the possibility of such damage. The foregoing limitation of liability shall apply to the fullest extent permitted by law in the applicable jurisdiction. Some states do not allow the exclusion or limitation of incidental or consequential damages, so the above limitations or exclusions may not apply to you. This agreement gives you specific legal rights, and you may also have other rights which vary from state to state. The disclaimers, exclusions, and limitations of liability under this agreement will not apply to the extent prohibited by applicable law.
We offer a concierge service to help you get the most out of your bicycle. We check the backgrounds of concierges via third party background check services; however, we do not guarantee or warrant, and make no representations regarding, the reliability, quality or suitability of such concierges. When interacting with concierges you should exercise caution and common sense to protect your personal safety and property, just as you would when interacting with other persons whom you don't know.
You can find our full terms of service here: http://brilliant.co/pages/tos