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Delivery FAQs

On this page:

When will my order be dispatched?

Our whole operation is designed to get your order out the door and on its way to you in the shortest possible time frame so you aren't left waiting. For detailed information on delivery locations and costs for your specific country please click here.

Can I track my order?

If you hold an account with us just sign in to ‘YOUR ACCOUNT’ and view your order history. Once you click into your order detail you will be able to see all the information about your order including tracking information if applicable (Royal Mail and Royal Mail International are express airmail non-tracked services).

If you checked out as a guest you can still track your order. Just click on ‘YOUR ACCOUNT’ at the top of any page and then click on ‘>TRACK YOUR ORDER’ under ‘No account?’. You will need the Order Number and email address you used during checkout to check your order status.

Click here to go to track your Royal Mail Special Delivery parcel.
Click here to track your Parcel Force parcel.
Click here to track your DHL parcel.

If you're a UK customer you can also receive text messages to give you a heads-up of when your Parcel Force-delivered order will be on your doorstep. To receive this service just make sure that your 'Contact Number' in your account 'Personal Info' is your current mobile number. When you choose a tracked service you will receive a text telling you your tracking number and when the order will be delivered from Parcel Force. Don't forget to make sure your 'Contact Number' is your mobile number and please keep it up to date in order to receive this service from Parcel Force.

Customs information

Orders delivered within the EU are not subject to Customs Duties and Import Taxes. These orders will have the relevant VAT included. For example, an order being delivered to Spain will be inclusive of Spanish VAT.

Orders delivered outside the EU (Including Canary Islands and Channel Islands) are sold exclusive of VAT and may be subject to Customs Duties and Import Taxes.

Unfortunately we have no control over this part of your orders' journey so to get the best advice you should contact your local customs office.

It is a legal requirement that we declare the full value of the goods (not including shipping charges) on all packages delivered outside the EU, and shipments may be subject to import duties and taxes, which are levied once a shipment reaches your country.

It is a criminal offence to falsify the details on this form. We cannot inaccurately describe the contents, claim a lower value or mark as a gift. Please do not ask us to do any of the above.

Any additional charges or fees for customs clearance must becovered by you. Unfortunately we have no control over these charges and cannot predict what they may be. We are unable to reimburse any costs incurred regardless of the circumstances.

We dispatch your goods from multiple warehouses so please be aware that your order may be split into two or three packages and may not arrive together in one delivery.

Why do my purchases sometimes arrive in boxes, sometimes in Jiffys and sometimes in bags??

This is a common query. We always strive to pack orders in the best fit packaging possible. Depending on the item(s) this may mean one of our Jiffy bags, one of our boxes or one of our plastic bags. We do this for three reasons:

  • The best-fit packaging is usually the most cost-effective and helps us keep our packaging and our courier costs down so we can continue to provide you with the most competitive prices around.

  • With smaller packages there is a better chance that your order will fit through your letter box, avoiding delayed deliveries and repeated delivery attempts.

  • Smaller and more compact parcels take up less space on planes, trains and automobiles so it’s better for the environment.

However, some customers will still occasionally find an item turns up in a box that seems just too big. This is because our fastest way of packing orders is through our automated box packing lines and during peak periods we may put a smaller item in a box to ensure we meet our dispatch and delivery commitments to you.

We hope this explanation assures you that we take this issue seriously and are working on delivering further improvements in the future.