Did you know that you could shop on our www.chainreactioncycles.com/us/en website?

My Order FAQs

1. Oops, I’ve placed my order and want to change it, what can I do?

You can cancel your order within the first 5 minutes after placing it. To cancel your order, simply sign into your account and open the “My Account” page, then click on “Orders” in the navigation bar on the left hand side. Find the order you have just placed and click on “View Order Details”. You will then have the option to cancel this order.

If it has been over 5 minutes since you placed your order, you will not have the option to cancel. However, you can return the products when they arrive with you. Click here to find out how easy it is to return unwanted items to us.

2. My order has not dispatched yet what should I do?

Sorry that there has been a delay in getting your order out the door. Sometimes we get really busy and things can get a little delayed. We work really hard to get out all our orders dispatched to you as soon as possible because we know your waiting. If there is a delay because of an issue with the order we will be in touch with you to sort the problem out. If there is a delay because we are busy please be patient with us as we will be pushing the limits to ensure it is a very small delay. We know getting your product quickly is important to you.

3. My order has been dispatched but has not arrived?

We’re sorry that your order has not arrived yet, sometimes mistakes happen or our courier partners can be slower than expected in delivering your order. Here are a few things you can do to try and resolve the problem:


  • We dispatch your goods from multiple warehouses so it may just be that your order has been split into two or three packages and may not arrive together in one delivery. The additional packages could be close behind!
  • Check the estimated timeframe for your chosen delivery service. The type of delivery you choose at checkout will affect how long it will take for your order to arrive. Please check the delivery information for your chosen postage type before contacting us about an order that hasn't yet arrived.
  • If your delivery was being made using a tracked service, your dispatch email will give you the details of postage type and you can check via the courier as to where the parcel is. You can track and trace using your tracking number in the CRC dispatch email directly from the courier’s website. View Postage Info
  • We also recommend that you contact the courier's local depot to see whether they've already tried to deliver it or consider checking with your neighbours to see if your parcel has been left with them.
  • If your order was dispatched on a tracked delivery service and the estimated delivery timeframe has passed, check tracking for the latest update on your order. If tracking has not updated within the last 48hours, please get in touch with our Customer Support Team.
  • If your order was dispatched on an untracked delivery service to Europe, please allow up to 20 working days for the order to arrive. If the order has not arrived after 20 working days, please get in touch with our Customer Support Team.
  • If your order was dispatched on an untracked delivery service and the delivery country is outside of Europe, please allow up to 25 working days for the order to arrive. If the order has not arrived after 25 working days, please get in touch with our Customer Support Team.
Back To Top ^

4. What do I do if there is a part missing from my product?

Sorry that your order has not turned up in perfect condition. Get in touch with our Customer Support Team and we'll get you the fastest resolution as a priority. Or you can send it back to us for a fast refund. Just read about how to make a return and once the item comes back to us we will resolve the problem.

Please note that any damage, incorrect items or missing parts must be reported within 3 working days of receipt.

5. What do I do if I have incorrect items in my order?

We’re sorry that your order contents have not turned up as expected. If something is missing from your order it may be because we had to split the delivery of what you ordered and the next post will deliver the remaining parts.

If we've sent you an item which is different to what is listed on your invoice, please get in touch with our Customer Support Team and we will help to resolve it as quickly as possible.

Please note that any damage, incorrect items or missing parts must be reported within 3 working days of receipt.

6. What do I do if my order arrives damaged?

We're sorry that your order hasn’t arrived as expected. We do everything in our power to ensure that your goods arrive in perfect condition but if there's a problem with faulty or damaged goods we will help resolve it as quickly as possible.

Just get in touch with our Customer Support Team, send a photograph of the damage and explain the issue and we will help resolve it as quickly as possible.

Please note that any damage, incorrect items or missing parts must be reported within 3 working days of receipt.

7. My parcel did not include an invoice. How can I get one?

We are reducing our impact on the environment by going paperless. By not including an invoice with your parcel, it will help us save over 2,000,000 sheets of paper each year, greatly reducing our carbon footprint.

You can access your invoices by simply logging in to your account at the top of this page. Go to the Orders section, where you will find a list of all your orders. To access your invoice, click “View Order Details”. On the top right there’s an option to print in case you need a hard copy. Note that any necessary paperwork for customs release will automatically be included in your parcel.

Back To Top ^