Customer Service

FAQ

Ordering

How do I place an order?

Add item(s) to your shopping cart and proceed through the checkout process.

Can I cancel an order?

Call the Electra Online Store Customer Service Department at 760-607-2453 as soon as possible after placing your order. Please leave a message if you call after hours or reach our voicemail. Orders are processed immediately but we are usually able to make changes within 1 hour of placing the order. If the order has already been fulfilled, follow the instructions for returning merchandise.

How do I return my order?

Send returns with the return form to:

Trek Bicycle
N57 W39605 Hwy 16
Oconomowoc, WI 53066
ATTN: Returns Department – Electra Online Store

Return refunds


We'll issue you a full refund to your credit card for the purchase price of any item that you return as long as your return shipment is received within 30 days of the original purchase date. Once we receive the return, it takes approximately 2 business days to process the return and credit your account. We will notify you via e-mail once your return has been processed. Please note that your financial institution will likely take approximately seven business days to reflect this transaction. If you have any questions about your return, please contact us.

What is the return policy?

We offer a 'no hassle's' return policy at the Electra Online Store. We will gladly accept returns and exchanges upon receiving your items within 30 days of the original purchase date. Please read through our Return & Exchange policy for complete information.

Can I return my merchandise to an Authorized Electra Retailer?

No merchandise purchased at the Electra Online Store can be returned or exchanged at your local Authorized Electra Retailer.

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Account help

What do I do if I forget my password?

Go to "My Account," then click "Forget your password? Click here?" at the bottom of the Checkout page. The next screen will instruct you to enter your e-mail address and then a password recovery question. After answering and clicking "Continue," your password will be e-mailed to you.

How do I change my account information?

Go to "My Account" and enter your login name and password. On the next screens, make any appropriate changes to your account.

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Shipping and handling

How can I track my order?

When your order is ready for shipment we will send you a Shipment Confirmation email with a UPS tracking number and a link to UPS for shipment tracking. If you have any questions on tracking, please contact us at onlinesales@electrabike.com with your order number and we'll be happy to assist you.

How does the Electra Online Store calculate shipping and handling?

The cost of shipping and handling is based on the total cost of your order and the shipping method.

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Payment

Does the Electra Online Store charge tax?

The Electra Online Store only charges sales tax on orders delivered to Wisconsin and California addresses.

What forms of payment are accepted?

The Electra Online Store accepts valid VISA® and MasterCard® credit cards only. The Electra Online Store does not accept checks, cash, C.O. D. or the Electra Credit Card.

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Additional help

How can I find Electra locally?

Find your local Authorized Electra retailers at Find a Dealer.

I have more questions, how do I contact you?

You can reach our customer service center by calling 760-607-2453 between the hours of 9:00am and 5:00pm Pacific, or by emailing us at onlinesales@electrabike.com. If you call after hours or reach our voicemail, please leave a message and a customer service representative will get back to you as soon as possible.

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