We understand how frustrating it can be to wait for a response from our customer service team. Due to time zone differences, we want to set clear expectations: all customer inquiries—including returns, exchanges, repairs, and damage claims—will receive a response within 24 hours during our business days. Rest assured, we take every request seriously and will ensure you don't experience any loss or inconvenience.

If you submit a request over the weekend, we'll prioritize it first thing during our next business day and work to resolve it as quickly as possible.

What if you don't hear back?

In rare cases, your message may be automatically filtered into our spam folder, preventing our team from seeing it right away. If you haven't received a response within 24 business hours, please reach out to us immediately using one of these alternative channels:

• Contact us via WhatsApp for faster direct communication
• Submit a support form directly on our website

This helps us locate your original request and respond without delay.

Once we receive your case

Once your request is acknowledged, our team will provide a tailored solution specific to your situation. We ask that you avoid initiating chargebacks or payment disputes while we're actively working on your case—these actions can slow down our ability to help you and complicate the resolution process for both of us. We're committed to making things right, and working together gets us there faster.

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Thank you for your patience and for choosing MBO Cycling. We're here to support you.