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 How do I get the technical details on my bike / frame?
 Does my MTB come with pedals?
 How do I set-up air suspension on my bike?
 How do I get hold of the delivery tracking number of my parcel?
 What are the delivery times and costs?
 How do I change my account information?
 How do I create an account to make a purchase?
 How do I find the invoice for my purchase?
 Can I pay in installments on the COMMENCAL Store?
 My bank card has been refused. What should I do?
 How and under what conditions can I return a product?
 Are the wheels on my bike tubeless or fitted with a tube?
 How do I adjust the suspension on my COMMENCAL bike?
 How do I find out about the tech specs of my COMMENCAL bike?
 How do I know if a model is available?
 How will my COMMENCAL bike arrive?
 Which components are supplied with a frame only?
 Are the used bikes serviced?
 Do the used bikes have a warranty?
 Do you offer part exchange for a new bike?
 What size bike should I order?
 I ordered an item and now the price has dropped on the site.
 My order status says “Processing” on my account but I received my goods already. What do I do?
 Can I change my order?
 What do I do if I forgot my password?
 Which payment method should I use?
 What if I am not home when delivery is attempted?
 How long is the warranty of products that I have bought?
 What can I do if I have a problem with my bike?
 How do I get sponsored by COMMENCAL?
How do I get the technical details on my bike / frame?


When you go to a specific product page, several information tabs are available below the pictures of the product.

You will find the tabs "Technical Information" and "Geometry" with a size chart as well and all information related to this item.

However, if you want more information you can check https://tech.commencal.com or contact us.

 
Does my MTB come with pedals?


Only some MTBs come with pedals. Pedals are not supplied with our other MTB bikes and these have to be ordered separately.

 
How do I set-up air suspension on my bike?


When you get on your bike for the first time, please follow those steps for the most accurate set-up:

1. Get the O-ring against the shaft.
2. Get on the bike while standing on the pedals (don’t bounce around, just get in riding position).
3.  Get off the bike.
4. Note where the O-ring is compare to the whole travel. The O-ring has to travel 15 to 30% for optimized SAG. For DH bikes, it has to be 30 to 40%
5. If you need to adjust the air in your suspension, get a shock pump (sold separately): add air if you need the O-ring to travel less or remove air if you have not enough SAG and repeat previous steps until you get the correct SAG.

Here you go, your suspension is now set up correctly

 
How do I get hold of the delivery tracking number of my parcel?


Once a package has been dispatched with the courier, the delivery number will be sent to you via email.

 
What are the delivery times and costs?


Delivery times are generally from 1 to 6 days (after the shipment from our warehouse) in USA. Please note that the delivery time indicated is a guide only and can vary. Any eventual delays will not result in compensation, withholding of payment or cancellation of the order by the purchaser.
 
The shipping costs will be indicated, and added to the total on each order as done by the buyer. The amount of postage will be adjusted depending on the destination of the order.

 
How do I change my account information?


Sign in to your account, click on 'update contact information and preferences' and save your changes.

 
How do I create an account to make a purchase?


You can create an account by clicking 'Sign In' then entering your email address or signing in via other social media pages.

It is necessary to create an account in order to complete the order process at the COMMENCAL store.

By creating this account you can find out everything you need to know concerning delivery etc.
You can track the progress of your order and also sign up to our newsletter to receive special offers and stay up to date with what's happening at COMMENCAL.

 
How do I find the invoice for my purchase?


Your invoice is sent to you via email shortly after your purchase. In case it didn't arrive, please contact us at store@commencalusa.com

 
Can I pay in installments on the COMMENCAL Store?


It is not possible to pay in installments on the COMMENCAL store.

 
My bank card has been refused. What should I do?


The most frequent reason for the refusal of a bank card is because the bank itself has not permitted this type of payment. In this case you should contact your bank to obtain the authorisation to make such a transaction and try to re-order on our website.

If the problem persists you can always pay via bank transfer or Paypal.

 
How and under what conditions can I return a product?


Once your items are delivered to you, you should carefully check the contents of the package in order to be sure that the products delivered are the ones you actually ordered. If this is not the case, please refuse the parcel or send it back with the courier.

What is more, the law stipulates that you have a return period on your purchase of 7 days. If the product that you have ordered does not live up to your expectations, please contact us by email at store@commencalusa.com to arrange the return. Please let us know the product name and number, your name, address and the way you wish to return the product.

The product must be returned in its original packaging and all items must be included. We reserve the right to check the parcel on its arrival in our warehouses prior to reimbursement. In the case of missing parts or products not being in their original state, we reserve the right to refuse the reimbursement of the full amount. If your return request is because you chose the wrong size or product, then all shipping costs will be down to you. We ask that this is paid before we ship the new product.

 
Are the wheels on my bike tubeless or fitted with a tube?


Certain COMMENCAL bikes are equipped with tubeless ready tyres and rims, but they all come with inner tubes so it's easier for you to ride your bike straight out of the box. Tubeless ready rims and tyres can easily be converted into tubeless with a conversion kit.

 
How do I adjust the suspension on my COMMENCAL bike?


Before riding your bike for the first time, it is important to do the following steps for adjusting your rear shock correctly:

1. Push up the O-ring at the inner shaft against the outer shaft.
2. Stand up on your pedals in a riding position.
3. Carefully get off your bike.
4. Check the position of the O-ring* on the inner shaft.
5. Next you need a high pressure pump (purchased separately) to adjust the air pressure in your shock.
6. Reset the O-ring and get back on your bike.
7. Get off the bike and check the position of the O-ring again.
8. Repeat until you find the right setting.

* The O-ring must be at about 25–30% of the shock's hub, so that the SAG setting is optimal. For DH and alpine descents it should be 30–40%.

To adjust your fork, refer to the manufacturers guidelines. If in doubt, do not hesitate to contact us.

You can also watch our video tutorial on adjusting suspension.

 
How do I find out about the tech specs of my COMMENCAL bike?


When you go to a specific product page, several information tabs are available below the pictures of the product.

You will find the tabs "Technical Information" and "Geometry" with a size chart as well and all information related to this item.

However, if you want more information you can check https://tech.commencal.com or contact us.

 
How do I know if a model is available?


The availability of bicycles and frames is indicated on the product page for each size. In stock items are shipped after confirmation of payment, pre-order items are shipped at the end of the countdown and out of stock items are no longer available.

 
How will my COMMENCAL bike arrive?


Our bikes are delivered partially assembled (90%), so you just have to put the front wheel on, attach the front disc brake, position the handlebars and, if appropriate, bleed the RockShox Reverb seatpost.

The bike is pre-set during pre-assembly but it is essential to check the functioning of the various elements before the first use.

 
Which components are supplied with a frame only?


New frames are generally delivered with a chainstay protector and rear wheel axle. It is all stated in a list on the product description page. The headset, crankset and seat post clamp are not included and need to be ordered separately

 
Are the used bikes serviced?


All of our second-hand bikes have been thoroughly serviced by our mechanics and are ready to ride!

 
Do the used bikes have a warranty?


Our second-hand and show bikes are warrantied for a certain period, starting from the date of purchase. Please refer to the information on their pages.
During this period you can contact us at customerservice@commencalusa.com in the case of a problem.

 
Do you offer part exchange for a new bike?


We do not re-sell bikes that have been owned by individuals and therefore don't offer trade-ins.

 
What size bike should I order?


Before buying a bike, it’s important that you know which size you need.

Please refer to the Sizing Chart or Sizes tab under every main picture on the product pages for our frame size recommendations. 

It may happen that you are in-between sizes. In this case, you may want to check out the inseam size to help you decide what is more appropriate.

Generally, a shorter frame will be more nimble and easier to handle while a longer frame will offer more stability and control at higher speeds. 

If you choose a longer frame, you still can adjust your riding position by changing your saddle position and the length of your stem.

 
I ordered an item and now the price has dropped on the site.


We aim to offer you the the best prices possible as soon as we put the products online.

However, our prices can increase or decrease at any moment and it is up to you to catch a good deal!

 
My order status says “Processing” on my account but I received my goods already. What do I do?


Updates are made regularly throughout the day but it is possible that sometimes information takes a while to register so don't worry.

 
Can I change my order?


If you want to change your order, please contact our customer service team immediately at store@commencalusa.com
We can have a look into your order and, if it not has been shipped yet, modify it.

If it has already been shipped, we unfortunately won’t be able to modify it.

 
What do I do if I forgot my password?


Click on 'Sign in', enter your registered email address and then press 'Forgot your password?'.
An email with a new password will be send to you shortly after.

 
Which payment method should I use?


We offer 3 ways of payment in the COMMENCAL store: credit card, Paypal and wire transfer.

Payments via credit card and Paypal are instant. Payments via wire transfer could incur a delay of a few days before the payment is validated and the product dispatched.

Wire transfers can, on occasion, incur charges depending on each bank. The wire transfer payment instructions will be sent to you once you have placed your order stating that you are wanting to pay via the wire transfer option. All of the potential charges are the responsibility of the buyer. Your order will not be dispatched until all charges have been paid.

 
What if I am not home when delivery is attempted?


If you are not home while we try to deliver  your goods, please check your mail box for a delivery card.

With this notice and your ID, you will have to contact the shipping company.

In order to track your parcel, use the tracking number provided by our customer service team and check out the courier company’s website.

 
How long is the warranty of products that I have bought?


The duration of our warranty differs between the products. For COMMENCAL products this info is noted in the details on the product page.
For other brands, their own warranty policies applies.

Please also read the terms and conditions of warranty and support.

 
What can I do if I have a problem with my bike?


In case of a problem with your bike, frame or anything else you've purchased on the COMMENCAL Store, please contact our after-sales department directly at customerservice@commencalusa.com

 
How do I get sponsored by COMMENCAL?


COMMENCAL offers Co-Factory sponsorship.

If you are interested and want to be a proud ambassador of our brand, fill up the form here.

We will review your resume and get back to you ASAP.