Facebook Twitter YouTube Google Maps RSS
Home Frequently Asked Questions

Frequently Asked Questions


Shipping | Returns | FAQ

Thank you for shopping with KHS Store, where we provide KHS exclusive accessories and support items. At KHS, we pride ourselves on our customer service. So if there is anything reasonable we can do for you, let us know!

Contact Information:

By standard mail:
KHS Bicycles
2840 E Harcourt St.
Rancho Dominguez, CA 90221

By phone:
800-347-7854 or 310-632-7173
We are open Mon-Fri 9am-5pm Pacific Time, excluding US holidays

Current Pacific Time:

E-mail Us: Send Email

Shipping Information:

In-stock items typically ships out within 1-2 business days from Los Angeles, CA region. If any item(s) are not in stock, we will contact you and present you with options to remedy the order. We do NOT back-order items.

If you supply an insufficient address (i.e. no apartment or suite number) and your package is returned or we are assessed an additional fee from our shipper, you will be held responsible for all charges.

Shipping prices are only accurate for orders under 9 lbs. For any order over 9 lbs, we will contact you to let you know the shipping rate adjustments.

Inside USA

 USPS  UPS*  UPS*  UPS*
 Weight (lbs)  Ground  3 Day  2 Day
 0.00 to 1.00  $    6.50  $    9.80  $  14.20  $  18.55
 1.51 to 2.00  $    7.30  $  11.24  $  17.85  $  22.55
 2.01 to 3.00  $    9.70  $  11.47  $  19.15  $  24.75
 3.01 to 4.00  $  11.10  $  11.75  $  20.45  $  26.85
 4.01 to 5.00  $  12.70  $  12.21  $  21.75  $  28.85
 5.01 to 6.00  $  12.90  $  12.67  $  23.05  $  30.95
 6.01 to 7.00  $  13.90  $  13.19  $  24.35  $  32.95
 7.01 to 8.00  $  14.90  $  13.76  $  25.65  $  34.85
 8.01 to 9.00  $  15.90  $  14.39  $  26.85  $  36.65

* The UPS rates shown on the above shipping charts are approximate. Actual shipping is based on weight and your shipping zip code and will be calculated at time of checkout.

• USPS

This option is the least expensive for orders under 4 lbs. We may use either First Class or Priority Mail depending on the order size. This option is not insured, so if you select this option and the package gets lost or stolen in transit, KHS will not be responsible for replacement. There is no tracking information for this option. If you need to be able to track your package, please select a UPS shipping option.

Orders to Alaska, Hawaii, Puerto Rico, the U.S. Virgin Islands or Guam must select this option if not selecting UPS 2nd Day Air. Orders with APO/FPO and P.O. Box addresses can only be shipped via Priority Mail. For APO/FPO orders – if you select a different shipping option, we will change it to Priority Mail and make the appropriate changes to the shipping charge. For P.O. Box orders – if you select a different shipping option, we will hold your order and contact you for a physical address.

Estimated delivery time for USPS Priority Mail is 2-3 days; however, this is not guaranteed. If you need to have delivery guaranteed, please select a UPS shipping option.

• UPS Ground: no Saturday deliveries**

UPS Ground is the least expensive option for orders over 4 lbs. This option is insured, trackable and guaranteed. This option is not available for orders to Alaska, Hawaii, Puerto Rico, the U.S. Virgin Islands or Guam, to APO/FPO or P.O. Box addresses, or for international orders.

• UPS 3rd Business Day Delivery: no Saturday deliveries**

This option is insured, trackable and guaranteed. If all items are in stock, orders received by 10 am will ship the same day. 3rd Day is actual shipping time, not processing time. This option is not available for orders to Alaska, Hawaii, Puerto Rico, the U.S. Virgin Islands or Guam, to APO/FPO or P.O. Box addresses, or for international orders.

• UPS 2nd Business Day Delivery: no Saturday deliveries**

This option is insured, trackable and guaranteed. If all items are in stock, orders received by 10 am will ship the same day. 2nd Day is actual shipping time, not processing time. Additional charges apply for shipments to AK, HI, Guam, PR and VI (2-day delivery) and will be calculated at checkout. This option is not available to APO/FPO and P.O. Box addresses or for international orders.

^Top^

• International Orders

Because of complexity, all international orders will be charged a $3 handling fee on top of the rate listed below. International orders are shipped via US Postal Service – Global Express Mail, which is insured and allows tracking. Candian customers have another option described below. If your country is not listed in the table below, it will match the Other rate.

You are responsible for all applicable duties and taxes. Please check with your local customs office for detailed information. Customs, import duties (if any) and local taxes are assessed when the package arrives in your country. These additional fees are the responsibility of the recipient.

If you or your country’s customs rejects your shipment, or your package is deemed as undeliverable by the shipping company for any reason, we will refund you for the refused items; however, you are responsible for your shipping charges plus any other fees that may apply. If additional fees do apply, they will be taken out of your refund. If you feel the error is due to a mistake on the part of the shipping company, you will have to speak with them directly about getting your fees refund.

• Canada Orders

We now only ship USPS Global Priority to Canada.

International Shipping

A $3 handling fee will be added to all international orders.

Canada Canada Mexico U.K. Brazil Japan Europe** Other
Weight (lbs) UPS* USPS USPS USPS USPS USPS USPS USPS
0 to 0.50 $16.28 $16.25 $17.75 $21.00 $23.50 $18.25 $17.75 $30.00
0.51 to 1.00 $16.28 $17.15 $21.10 $26.10 $26.10 $22.55 $21.10 $32.95
1.01 to 1.50 $17.20 $17.90 $25.00 $30.30 $29.50 $26.85 $25.00 $37.40
1.51 to 2.00 $17.20 $19.25 $29.10 $34.50 $33.75 $31.15 $29.10 $42.70
2.01 to 3.00 $18.08 $20.30 $32.80 $37.70 $37.95 $35.45 $32.80 $47.15
3.01 to 4.00 $18.93 $21.60 $36.05 $40.85 $42.15 $39.45 $36.05 $52.45
4.01 to 5.00 $19.75 $24.00 $38.35 $44.00 $46.40 $43.00 $38.35 $57.45
5.01 to 6.00 $20.65 $26.35 $40.70 $47.15 $50.60 $46.55 $40.70 $62.45
6.01 to 7.00 $21.55 $28.70 $43.00 $50.35 $54.80 $50.10 $43.00 $67.45
7.01 to 8.00 $22.43 $31.10 $45.30 $53.50 $59.00 $53.65 $45.30 $72.45
8.01 to 9.00 $23.40 $33.45 $47.65 $56.65 $63.25 $57.20 $47.65 $77.45
9.01 to 10.00 $23.40 $35.85 $49.95 $59.80 $67.45 $60.75 $49.95 $82.50

* UPS to Canada Customs through UPS in Canada usually adds about 7 days to normal shipments to Canada. Beecause of our experience with this, KHS no longer offers UPS to Canada.

** Europe countries in this case are: Czech Republic, Demark, France, Germany, Greece, Ireland, Italy, Spain, Sweden, and Switzerland.

^Top^

Refund, Returns and Cancellation Policies:

Our products have a 30-day guarantee. Call us to get a return authorization. If you are returning an item, it must be in its original packaging and have its original tags. We look at used items on a case-by-case basis, though our standard policy is to only accept returns on used items if there is a defect. Please allow 7-14 business days to process your exchange/refund. If an exchange is needed sooner, please contact customer service for alternate options. Please follow these procedures to ensure a prompt replacement, refund*, or credit:

  1. Contact our customer service by phone to get a Return Authorization.
  2. Using a good carton, return package via insured US Mail or UPS.
  3. Please include a copy of the invoice. If you lost the invoice, please include a note stating purchaser’s name, address, and date of purchase.
  4. Send returns to our address above. We do not accept CODs.
  5. Keep a record of shipment until you have received credit or replacement merchandise.

^Top^

Other Frequently Asked Questions:

1. Can I order a bicycle?

Purchasing a bicycle is not something that can be done easily on-line. To get a bike that is right for you requires fitting, adjustment, and assembly. In addition, dealers can provide maintenance service to you. Therefore, all KHS Bicycles are sold through our dealers. Please visit the our main website at www.khsbicycles.com for your closest dealer.

2. I have a great picture of myself/friend/spouse with your product, can I send it to you to feature on this site?

Yes of course, we will love it! Please see submitted photos page for details on how you can do this.

3. Why can’t I choose a certain size for an apparel?

If the item caption indicates a size, but that size is not in the list of sizes, it is currently out-of-stock. We removed the option to select it so you can easily see if it is available. We apologize for any inconvenience the stock-out may cause.

Please note that there are also some items without the smallest or the largest sizes.

4. Do I have to have a PayPal account to shop here?

No, you do not. PayPal can process your credit card information without requiring you to create an account.

5. Why do you only accept PayPal as a payment method?

We use PayPal because they are one of the premier on-line payment processing companies. They have unmatched security system in place to protect your private information. In addition, they process all major credit cards without requiring you to sign up for an account! Lastly, because PayPal process the payment, we will never see your credit card information – giving you another level of privacy.