Felt MTB Q720 2012 19.5 (Ex Display)

Postage

• Postage Options table
• Bike Delivery
• Mainland UK shipping information:
• International shipping information:
• Shipping Policy
• Our Contact details

Bike Delivery

There is no next day delivery service for bikes due to the checking process described below. But premium shipping bikes will be dispatched with priority, usually within 3 working days, via courier. Standard delivery will option should allow up to 6 working days for dispatch.

All bikes that are delivered are fully checked by one of Rat Race’s Cytech qualified mechanics. Cytech qualifications are the benchmark against which all cycle mechanics are tested to. This is wholly accredited by the Association of Cycle Traders (ACT).  This gives the customer the piece of mind that their bike is properly assembled and safe to ride.

All bikes from Rat Race undergo a pre-delivery inspection (PDI) prior to despatch and will arrive in a condition where they are safe to ride. Each delivered bike will have undergone a safety check and test ride ensuring that the bike is in great condition.

Once assembled the bike will be packed into a box and packaged for delivery.

Some minor assembly is required and this can be done by any competent person. Simply undo the stem plate via 4 Allen bolts (tool supplied) and place the handlebars on central. Using the supplied pedal spanner place on the pedals ensuring they are on the correct side. 

A full set of instructions will be included.

Mainland UK shipping information:

• UK premium service only available Monday to Thursday next day if ordered before 3pm. Orders by 3pm Friday will arrive Monday. Please note premium delivery is not available in some remote areas of Scotland (please call us on 01904 409401 to check if this applies).
• If you have a specific delivery request (such as where to leave the parcel) please email kit@ratrace.com.
• Interlink is the preferred method of courier. Some deliveries are made by Royal Mail.
• Delivery Schedule: All stock orders will be processed and shipped within 5 working days please allow up to 48hrs for delivery from that time.
• We do not plan to have any items for sale that are not in our warehouse. If there is a mistake and we are out of stock, we will contact you within 48hrs to advise of the delay or offer a refund.

International shipping information:

• International shipping is charged at a Royal Mail zonal rates. See below.
• We do not plan to have any items for sale that are not in our warehouse. If there is a mistake and we are out of stock, we will contact you within 48hrs to advise of the delay or offer a refund.

Region Key and Charge 

UK Mainland UK excluding BFPO, Channel Islands,Northern Ireland and Outer Hebrides:  £4.00 (Standard) £8.00 (premium)

UK Off-Mainland -  Channel Islands, Northern Ireland, Outer Hebrides: - £4.50

Europe Zone 1 -  Belgium, Denmark, mainland France, Germany, Ireland, Luxembourg, Monaco, the Netherlands: - £12.00

Europe Zone 2 -  Greece, Italy, Portugal, Spain: - £15.00

Europe Zone 3 - Albania, Andorra, Armenia, Austria, Belarus, Bosnia & Herzegovina, Bulgaria, Cape Verde, Croatia (Hrvatska), Cyprus, Czech Republic, Estonia,Faroe Islands, Finland, Georgia, Gibraltar, Greenland, Hungary, Iceland, Latvia, Liechtenstein, Lithuania, Macedonia, Malta, Moldova, Norway, Poland, Romania, Russian, Federation, S Georgia & S Sand Is, San Marino, Slovak Republic, Slovenia, Sweden, Switzerland, Turkey, Ukraine, USSR (former), Vatican City State: - £27.00

Shipping Policy:

You must inform us within two working days if the goods are damaged in transit so that we can make a prompt claim against the delivery company and correct the problem. Please quote your order number in all correspondence. Contact kit@ratrace.com

You agree that proof of delivery supplied by our delivery company is sufficient evidence to establish that goods have been received.

Out of Stock orders, In the unlikely event that a product is out of stock, we will endeavour to find an alternative and contact you before shipping. Alternatively a full refund will be made.

Tax Charges VAT is levied at 20%.

Our Contact details:

Rat Race Store Limited
Unit 4 Stirling Park
Amy Johnson Drive
Clifton Moor
York
YO30 4WU

Email: kit@ratrace.com

Telephone 1: +44(0)1904 409 401 (9.00am to 5.00pm Monday to Friday)
Telephone 2: +44(0)7966 698597 (Emergencies and out of hours)

Returns

Sometimes you’ll need to return items to us. We won’t get Ratty. Rather we want this to this to be as simple as possible.

When you receive your item you have up to 90 days to change your mind and send it back to us.

We'll refund (we don’t do exchanges) all items which:

• Are returned to us within 90 days of receipt.
• Are returned to us in perfect condition for resale, ie unused, with their original packaging and with the labels attached.

Clearly the recycling of safety equipment and underwear is not in anyone’s interest and causes risk to safety and hygiene. Therefore we will point you in the direction of the manufacturer in the case of the following items:

• climbing hardware
• bike helmets
• medical packs
• emergency equipment
• underwear
• Items with mouth pieces such as hydration packs

As this is the postal system and internet we are dealing with, things may not always go to plan. With issues such as mis-delivered items and spam folders best always give us a call on 01904 409401 if you want to double check anything. That said, 99.99% of our customers are fantastic, honest and reasonable folk so please don’t be the type of person that tries to abuse our policies and spoil it for everyone else. We will spot you and happily send you on your way.

o How to Return

o Exchanges (We don’t do exchanges)

o Refunds

o Faulty Items

o Who pays the postage on returned Items?

o Our contact details

How to Return

• Wrap securely in a bag or paper, taking care not to damage the product packaging and post to:

Returns Department
Rat Race Store
Unit 4
Stirling Park
Clifton Moor
York
YO30 4WU

• Please enclose your invoice and note on the invoice to let us match your product with your transaction. This will help us to ensure we process your return quickly and efficiently.
• You'll need to pay the postage costs to return your parcel. We recommend that you ensure you obtain sufficient postal insurance in case your item goes missing on its way back to us.
• If you have any enquiries about returning your item(s), please feel free to contact us.

Refunds

• We'll refund your item via your original payment method.
• You will not receive a refund for the retail value of any free items you are sent and Rat Race may charge you for this item if you fail to return it.
• We try our best to process all refunds within three working days of receipt, however during busy periods allow 7 working days for your refund.
• When we've authorised your product for refund, we'll send you an email to let you know it is being processed.

Exchanges (We don’t do exchanges)

We have a policy of not offering an exchanges service, rather we will refund your returned item while you make a fresh purchase on the website. This is for the following reasons:

• Best that you grab the product while it is live on the website. Lags in an exchange process can mean the product goes out of stock.
• Buying an alternative on the website rather than waiting for a return will get you the product quicker.
• A fresh transaction will allow us to track your parcel in a more clear manner.

Faulty Items

• If you find a fault with your item, send it back to us and we'll take a look at it as soon as we can. If we find a manufacturing fault, we'll happily replace or refund it.
• Faulty items should be returned within a reasonable time and preferably in a clean and dry condition.
• PLEASE NOTE WE CANNOT PROCESS DIRTY ITEMS AND WILL NOT BE ABLE TO HANDLE THIS ITEM DUE TO HEALTH AND SAFETY HYGENE ISSUES. If the item is dirty will contact you regarding a charge for returning for cleaning the product.
• Please enclose all your receipt so we can match the product to your transaction and a covering note explaining the fault and any other useful details.
• We'll try to get back to you within two working days of receipt of your parcel, although during busy periods this may take slightly longer.
• Where a fault is found, we'll refund your reasonable return postage costs.
• Occasionally, if we're struggling to locate a fault, we may request a second opinion from the product manufacturer. This will take more time as they will need to inspect the item. This is often the case only with very technical items.
• Your statutory rights are not affected.

Who pays the postage on returned Items?

• If you return something due to it being unsuitable or not fitting correctly, you will need to pay the postage costs to return it to us.
• If you return something due to it being faulty we refund up to £15 carriage.
• We recommend you use recorded delivery or registered post to return items so as to cover yourself against loss.

Our Contact details:

Rat Race Store Limited
Unit 4 Stirling Park
Amy Johnson Drive
Clifton Moor
York
YO30 4WU

Email: kit@ratrace.com
Telephone 1: +44(0)1904 409 401 (9.00am to 5.00pm Monday to Friday)