DAMAGE CLAIMS
All damage claims must be submitted via email to Chubby's Cruisers at newbeachcruiser@yahoo.com. Please include a written description of the problem along with digital photos that clearly show damages. Do not send damaged merchandise directly to our store without first submitting your claim via email, and then receiving confirmation and instructions from a Chubby's Cruisers employee. Prior to submitting any damage claims, review all information below carefully so you can assess whether your problem qualifies as a damage claim.
Shipping Damages
Chubby's Cruisers and its affiliates or subsidiaries are not responsible for any damages that occur during the shipping process. We do not provide returns, refunds, credits, or replacements for any parts that have incurred cosmetic damages (scratches, dents, etc.) during shipping. Customers who wish to replace any such parts will be responsible for the cost of the replacement product as well as shipping costs.
Manufacturers' Defects
If a customer of Chubby's Cruisers receives a bicycle, parts, or any other merchandise and believes those products have damages that were not caused during shipping, the customer must submit a written description and photos of said damages to newbeachcruiser@yahoo.com.
Chubby's Cruisers must receive claims for manufacturers' defects within seven days from when the products were received by the customer. Our damage claims department will assess the problem to determine whether damages were a manufacturers' defect and will respond to customers with further instructions within five business days.
Chubby's Cruisers is not responsible for any products shipped to us from customers who have not received instructions to do so along with a written approval. DO NOT send products to Chubby's Cruisers for returns, refunds, or replacements without first receiving written approval to do so. We will not accept any such shipments.
Chubby's Cruisers is not responsible for any defects caused by manufacturers but may facilitate such claims on behalf of our customers. Such defects are the sole responsibility of the manufacturer and customers agree to indemnify Chubby's Cruisers from any such claims.
In most cases, customers will not need to ship an entire bicycle, as replacement parts will suffice to fix most problems. If a replacement part is warranted, a new bike will not be sent under any circumstances.
Once a damage claim has been approved, customer must prepare and package product for return shipment. Chubby's Cruisers will arrange for a pickup of all returns on manufacturers' defects, which will be sent directly to the manufacturer. In some cases, customers may receive replacement parts without having to return the original purchase in part or in full. Determination will be made based on written damage claims and photos on a case-by-case basis.
New and replacement parts and bicycles are sent through the same shipping process as the original products were sent. Once the manufacturer receives returned items, it can take up to three weeks for the customer to receive replacements.
Chubby's Cruiser's may authorize customers to have repairs made at bike shops that are local to a customer's residence for convenience purposes. For all such repairs, Chubby's Cruiser's will reimburse the customer for the cost of the repair. A Chubby's Cruisers employee must approve any such repairs in advance, and in writing. Additionally, these types of repairs are subject to review, and Chubby's Cruisers reserves the right to determine legitimacy of such costs and will only reimburse a fair and standard rate for all such parts and services rendered.
Allowable Damage
Any damage that does not impede the structural integrity of a bike or any other product, or that does not hinder a product's functionality and safety is considered Allowable Damage. This may include, but is not limited to: scratches, dents, and blemishes that are not covered in the warranty. For cases of serious damage, which impedes a bike functionality or safety, customer may be eligible to receive replacement parts or products. All returns and replacements are assessed on a case-by-case basis. If your purchase has suffered damage beyond Allowable Damage, you must follow the steps above in order to submit a proper damage claim.
FAQ
How long does it take for shipments to be received?
You should allow 10-14 business days for all orders to be processed, shipped, and received. Although our average shipping time is about one week, shipments and deliveries may experience delays.
Which shipping service do you use?
Chubby's Cruisers uses FedEx and UPS for most bicycle, fender, and basket shipments. For most other parts and accessories, we use USPS. A standard bicycle package weighs approximately 50 lbs., and our basic cruiser box is 57" long by 27" high and 7" wide.
What should I do if my bike arrives in damaged condition?
If you believe your bike is damaged, please review our Damage Claims page to find out if the damage qualifies for a return or repair, and then follow the instructions there to submit your claim. DO NOT send any items to Chubby's Cruisers without first submitting your claim in writing per the instructions on our Damage Claims page, and DO NOT send any items before receiving a written approval and instructions for doing so from one of our employees.
I ordered my bike for pickup. Where should I pick it up?
For information on picking up your order and a map to our retail outlet, please visit our contact page online at:
http://www.chubbyscruisers.com/shop/contact_us.html
Our store location is:
Chubby's Cruisers
5431 Sepulveda Blvd
Culver City, CA 90230
(310)751-6162
How do I know when my bike is ready to be picked up?
When your bike is ready to be picked up, Chubby's Cruisers will contact you to let you know your order is ready.
I just ordered a bike for pickup. How long until it's ready?
Your bike will be ready 4-7 days after you've placed your order. In some cases, your bike may be ready to be picked up the day after you've purchased it.
How much assembly is required?
When you receive your bike, it will be 80% assembled. Remaining assembly takes about 15 minutes and is very easy. You may view assembly instruction online at:
http://www.chubbyscruisers.com/shop/page_2.html
Additionally, we will assemble any pick-up order for just $20. Note that when you purchase a completely assembled bike, it costs $20 more than unassembled bikes.
What should I do if the rear fender on my bike is bent or dented?
Rear fenders include a prefabricated crimp, which allows the chain to clear when mounted. Check that this crimp is not the damage you perceive. If you still think your rear fender is damaged, visit our Damage Claims page to find out how to submit a claim.
What should I do if the bike I want to order is listed as "out of stock?"
Our inventory listings come directly from the manufacturers. An out-of-stock listing means that a particular item is not available for distribution. You can contact us with information about the item you want, and we will provide you with an estimate of when it will be available again. However, we cannot guarantee that items will be back in stock and we cannot accept any back orders. Usually, out-of-stock items are available again in a couple of weeks.
Also, please note that our online inventory listings don't reflect our in-store inventories. If an item is not available online, there is a chance that it is in one of our stores. Also, if our store is out of stock on any item that shows as in-stock online, we can get the merchandise to our shop within a couple of days.
How do I order a fender?
Fenders are listed in the Bicycle Accessories section of our website.
Is there a warranty?
All warranty information is available online at our Policies page.
I'd like to see the bikes or purchase one in person. Can I do that?
Yes, you can visit any of our retail locations to view or purchase bikes. Please visit our Contact page for store locations.
Can bikes be ridden on the sand?
Bikes cannot be ridden on dry sand. Although they can be ridden on wet sand, it is not recommended.
How can I contact Chubby's Cruisers?
All of our contact information is available on our Contact page and listed below for your convenience.
Chubby's Cruisers
5431 Sepulveda Blvd
Culver City, CA 90230
(310)751-6162
E-mail newbeachcruiser@yahoo.com
POLICIES
Shipping
Chubby's Cruisers ships via FedEx, UPS, and USPS. Please allow up to two weeks for delivery. Most items will be received within one week after order is placed. Packages do not require a signature from the recipient unless the signature option is requested at the time of purchase. Customers who request a delivery signature will be charged an additional $2. Chubby's Cruisers is not liable for products that are lost, stolen, or damaged after they have been delivered. Customers who fail to accept an order shipment are responsible for any additional shipping costs for the return shipment of the order.
Damaged Merchandise
If you feel your order arrived in damaged condition, please visit our Damage Claims page. DO NOT send items back to Chubby's Cruisers without first reviewing the details and instructions on our Damage Claims page.
Manufacturers' Defects
If you feel your order arrived with manufacturer's defects, please visit our Damage Claims page and review the section "Manufacturers' Defects." DO NOT send items back to Chubby's Cruisers or to the manufacturer without first reviewing the details and instructions on our Damage Claims page.
Returns and Exchanges Policies
For details on Chubby's Cruisers' policies and procedures for returns and exchanges, please review the information on our Returns page.
If you believe that you've received the wrong order, do not send the order back without first reviewing the information and instructions on our Returns page. You will need to contact us directly, and we will arrange for a pickup of your order. After the items have been picked up, we will send your corrected order immediately. Shipping costs for unauthorized returns will be billed to the customer.
Chubby's Cruisers Store Return Policies
For a full refund, items must be returned to the store within one week of purchase. Exchanges are accepted for 14 days after original purchase was made. All returns are subject to Chubby's Cruisers' refund policies. Chubby's Cruisers reserves the right to deny any return or exchange if the reason for the return is unfounded or if a problem with a purchase is deemed as fixable.
Returns and exchanges are not accepted for:
- Bikes that have been ridden
- Items with damage incurred after purchase
- Bikes and other items due to scratches, dents, or other minor blemishes
Customers are responsible for checking all purchases to make sure items are in good working order before leaving the store. Bikes purchased and taken from our store are assumed to be in perfect working order and cosmetic condition.
Warranty Information
All purchases made through Chubby's Cruisers include a three-month manufacturer warranty. Bikes that have been purchased from our stores that need repairs or replacement parts will be fixed at no charge during the warranty period. However, Chubby's Cruisers will determine cause of damage and reserves the right to refuse repairs or part replacements if we determine that aggressive riding or inappropriate use of the product caused the damage. Warranty coverage is only applicable for manufacturers' defects and damages that result from regular use. To obtain repairs and replacements under warranty, merchandise must be returned to the location where it was purchased. Repairs, parts, and services from other stores or mechanics will not be covered by the Chubby's Cruisers warranty and we will not reimburse customers for any such products or services. Customers will not receive replacements in part or in full for parts or merchandise if Chubby's Cruisers determines that any damage or other problems can be repaired and bikes can be returned to full working order. Merchandise replacements may be issued if a problem recurs three or more times and regular maintenance or repairs do not permanently fix the problem. Such replacements will only be made during the first month after original purchase date.
Manufacturers' Warranty
All bikes in our stores and on our website include manufacturers' warranties. Manufacturers' warranty coverage may vary. To learn more about the manufacturers' warranty for a bike you have purchased, visit the manufacturers' website. Most manufacturers offer replacements during the warranty period, however, shipping and labor costs are usually not included in warranty coverage. The sole remedy of said warranties or any other warranties, implied or stated outright, is limited to replacement of defective parts with working parts of equal or greater value. All warranty coverage is provided at the discretion of the product manufacturer.
Chubby's Cruisers will facilitate manufacturers' warranty claims for the first 90 days after purchase date. Any warranty claims made after that period are the responsibility of the customer.
Most manufacturers' warranties do NOT cover the following: gear/brake adjustments, alterations, aftermarket part installations, wear and tear, accidental damage, shipping damage, rust, blemishes, broken spokes, tires and tubes that rupture during or after being inflated by the customer during assembly, and ongoing or future care and maintenance.
Care and Maintenance
Tires and tubes should be inflated carefully during assembly and maintenance. Because a Chubby's Cruiser employee may not be present during tire and tube inflation, we cannot evaluate ruptures to determine whether the tire wall was placed correctly inside the rim or if the tube was inflated to the correct psi. For this reason, ruptured tires and tubes are not replaceable under warranty.
Rust occurs as a natural reaction of environmental elements, and any damage to your bike that is caused by rust is not covered under warranty. Make sure you wipe down your spokes every few days to eliminate moisture and prevent rust build-up, which will cause spokes to break.
Repairs
Chubby's Cruisers is a retail outlet, not a full service bike shop. As such, we do not offer any repairs on bikes that were not originally purchased from Chubby's Cruisers. For repairs on bikes that were purchased at one of our stores, we cannot offer same day service. Repairs take up to seven business days, so please be sure to plan accordingly if you need to bring your bike in.
Assembly
Assembly instructions are available on our website. Please check the Assembly Instructions page. Upon purchase, customer assumes responsibility for assembling any merchandise that is not already fully assembled. Merchandise that requires assembly includes, but is not limited to: bicycles, accessories, and additional parts. Chubby's Cruisers is not responsible for repairs, parts, or other services that need to be rendered on items that were purchased and shipped through our website. Only parts are covered in our warranty. Upon purchase, customer assumes responsibility for assembling, repairing, and maintaining merchandise as necessary.
Assembly Services and Fees
Prices on our website are for unassembled bicycles. For an additional $10, Chubby's Cruisers will assemble your bicycle for you. All models listed on our website are also available fully assembled in our stores (unless otherwise noted) and these are already fully assembled at the time of purchase, and therefore are marked up $10 to include the assembly fee. For accessories such as baskets and/or backracks, we do not charge an additional assembly fee if said accessories require assembly, mounting, or attachment. Some bikes available for purchase do not include fenders. A set of front and rear fenders may be purchased online or in-store and we will attach a set of fenders for no additional fees.
Models purchased in our store, which are fully assembled, are priced accordingly, including assembly fees for all accessories and other parts. Fully assembled brands that may be available include Phat, Diamondback, Raleigh, Felt, Sun, and Hampton.
Legalities
Chubby's Cruisers' statement of limited warranty, which is included with all purchases, applies in place of any federal or state consumer warranty laws. The following may void our warranty: accidental damage, misuse, modification, improper operating environment, poor or inadequate maintenance, and any failure for which we are not responsible. This replaces all other warranties; express or limited, including implied warranties of merchantability.
Customers are responsible for understanding the terms of warranty and liability as set forth by Chubby's Cruisers and should consult an attorney for further clarification. The limitation on warranty and liability is included in all terms of stale and constitutes as a binding contract, which may be enforced by law. Customers agree that total cost of any and all liabilities, regardless of fault, shall be limited to the total cost of purchase or $200, whichever is greater.
Chubby's Cruisers is not liable, under any circumstance, for any third-party claims made against customers for losses or damages, including loss or damage to property, records, and/or data, consequential damages, such as loss of profits or savings, and incidental damages.
Chubby's Cruisers operates within the State of California. As such, laws of the State of California shall govern all purchases and other agreements made between customers and Chubby's Cruisers. All parties hereby agree that disputes shall be subject to the jurisdiction and venue of the Courts of Los Angeles, California.
Photo Use
All photos on www.chubbyscruisers.com are owned and copyrighted by Chubby's Cruisers unless otherwise noted. Use of these photos for any purpose is strictly forbidden unless the appropriate permissions have been obtained. Anyone violating copyright of the content on our website will be prosecuted to the fullest extent of the law and forced to issue a $500 photo licensing fee for each photo used. This fee will be applied for each day photo is used in violation of copyright. To license one of our photos, please contact us.
RETURNS
IMPORTANT – DO NOT RETURN MERCHANDISE UNTIL YOU HAVE READ ALL INFORMATION BELOW
Chubby's Cruisers accepts returned merchandise for seven days after initial purchase. Customer is responsible for shipping charges on all returns and can either choose a shipping carrier or arrange for Chubby's Cruisers to schedule a pickup. There is an $8 fee for pickups in addition to any shipping costs. To schedule a pickup, visit our Contact page at:
http://www.chubbyscruisers.com/shop/contact_us.html
Chubby's Cruisers is not liable for any merchandise that does not reach our stores. Be sure to include the following information with all returns: Order Number, Customer Name (First and Last), Item Name(s), and Reason for Return. You will be credited for the original cost of your purchase once Chubby's Cruisers receives your returned items. Return credits include refunds on sales tax. Please note that shipping costs are not refunded. You will be notified via email once we have received and processed your return.
Some returns may be subject to additional fees and charges. Please review the information below for details.
Bicycle Returns
Bicycle returns that are sent back to us in their original, unopened packaging will be subject to a 2% processing fee if initially purchased with a credit card. These returns will not be charged a restocking fee. Damaged returns, including merchandise and packaging damage, will be charged a 15% restocking fee as well as a 2% credit card processing fee (if applicable). DO NOT send back damaged merchandise without first reading our Damage Claims page. Bicycles that have been opened and assembled are not eligible for return under any condition. For all returns, customers will be credited the cost of original purchase minus any fees listed above.
Accessory Returns
Unopened accessory returns are only subject to a 2% processing fee if original purchase or refund is made using a credit card. Restocking fees will not be applied to unopened products. For accessory returns that have been opened and/or used, a 10% restocking fee will be charged and if applicable, the 2% credit card processing fee will be applied as well. For all returns, customers will be credited the cost of the original purchase minus any fees listed above.
Exchanges
All exchanges are treated and processed as new orders. To exchange your purchased merchandise, follow the instructions above for returning items. Once your return has been received and processed, your account will be credited, and you can place a new order either online or on the phone.
