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The Blue Book Promise — Your Purchase Protection

Matt
Updated

The Blue Book Promise protects you when something goes wrong with your order on BicycleBlueBook.com. If your bike arrives damaged, materially not as described, or missing critical components, we’ll step in to make it right.

To ensure every situation is handled fairly, the Blue Book Promise uses three clear resolution types (“buckets”) based on what happened and who caused the issue.

What the Blue Book Promise Covers

You are protected if your bike arrives:

✔ Damaged during shipping

Examples:

  • Cracked or broken frame

  • Bent wheels

  • Damaged fork, derailleur, or drivetrain

  • Box arrived crushed, punctured, or partially opened

✔ Materially not as described

Examples:

  • Incorrect year, make, model, or frame size

  • Wrong frame material

  • Condition significantly misrepresented (e.g., “Excellent” but arrives with dents, rust, or mechanical issues, undisclosed structural damage on frame from previous owner)

  • Seller shipped a different bike than photographed

✔ Missing critical components

Examples:

  • Wheels

  • Drivetrain parts

  • Fork or rear shock

  • Brakes

  • Handlebars or stem

  • Seatpost or saddle

  • Battery (for e-bikes)

What the Blue Book Promise Does Not Cover

These situations are not eligible for a Promise claim:

  • Buyer remorse

  • Fit/sizing issues when the size was accurately listed

  • Minor cosmetic imperfections

  • Normal wear for a used bike

  • Differences in expectations of used condition

  • Issues caused by assembly or riding after delivery

  • Items purchased outside Bicycle Blue Book's secure Marketplace 

  • Apparel or consumables

How the Blue Book Promise Works: The 3-Bucket Model

Every approved claim falls into one of the categories below.
This ensures fairness for buyers and sellers while keeping outcomes predictable.

Bucket 1 — Seller Misrepresentation (Seller Incorrect)

This includes any objective error in the listing.

Examples:

  • Wrong model or model year

  • Wrong frame size

  • Missing major components that were shown or listed

  • Serial number mismatch

  • Condition misrepresented by multiple levels

  • Undisclosed structural frame damage

Outcome

  • You receive a full refund

  • The bike is returned back to the seller

  • Seller pays for return shipping (note: seller must provide payment for shipping within fifteen (15) days, otherwise the bicycle will become the property of Bicycle Book, LLC. The buyer has no duty to hold or safeguard the bicycle beyond 48 hours and may require its removal after that time. This provision shall be enforced to the maximum extent permitted by applicable CA law).

  • Seller receives no payout

Bucket 2 — Subjective Condition Dispute (Honest Disagreement)

This applies when both buyer and seller acted in good faith, but disagree.

Examples:

  • You believe the condition is “Good,” seller listed “Very Good”

  • Minor cosmetic differences

  • Wear not obvious from photos

  • Expectations mismatch typical of used bikes

Outcome

  • You receive a full refund

  • Seller keeps their payout

  • You ship the bike to Bicycle Blue Book (not the seller)

  • You pay return shipping

  • BBB inspects, refurbishes, and resells the bike to recoup refund cost

This ensures you are protected without penalizing honest sellers.

Bucket 3 — Shipping Damage (Carrier Fault)

Damage caused by the carrier, not the seller.

Examples:

  • Crushed box

  • Impact damage

  • Broken components from mishandling

Outcome

  • You receive a full refund

  • Seller keeps payout (not their fault)

  • You ship the bike to Bicycle Blue Book

  • BBB pays return shipping

  • BBB files an insurance claim with UPS Capital

Claim Window

You must file your claim within 48 hours of the bike being marked delivered.

This allows us to quickly verify packaging conditions and carrier responsibility.

Required Evidence

Please upload clear photos of:

  1. Shipping box (all sides)

  2. Serial number

  3. Full bike

  4. Close-ups of damage or discrepancies

  5. Packaging and padding

The clearer the evidence, the faster we can resolve your claim.

What Happens After You File a Claim

  1. Your order enters “Issue Under Review – Blue Book Promise”

  2. Our team reviews your evidence (within 48 hours)

  3. We classify your claim into Bucket 1, 2, or 3

  4. We provide return instructions

  5. After the bike arrives at the correct destination, we issue your refund

Where Your Bike Is Returned

Scenario Return Destination Who Pays Shipping?

Seller Misrepresentation

Seller

Seller

Subjective Dispute

BBB Warehouse

Buyer

Shipping Damage

BBB Warehouse

BBB

Frequently Asked Questions

Will I get a full refund?

Yes. If your claim is approved, you will receive a full refund once the bike arrives at the correct location.

Why do I pay return shipping for subjective disputes?

Because the seller did nothing wrong. In these cases, BBB refunds you—but you cover shipping since the dispute is based on subjective condition differences.

What if the seller doesn't respond?

The Promise still applies. Seller response is not required for your claim to proceed.

Can I return a bike for fit, color, or preference reasons?

No. The Promise only covers issues related to damage, misrepresentation, or missing critical components.

What if damage occurred while I assembled or rode the bike?

Damage caused after delivery or during assembly is not covered.

If you need help filing a claim, please contact support@bicyclebluebook.com.

 

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