Returns & Warranty
Bought from us on eBay? Send everything about that order through eBay: returns, questions, and any fault that appears later. Message us there and we will work through it with you.
Returns
Parts that have not been fitted to a bike may be returned. Email us within 30 days of delivery, and the part must reach us within 45 days of delivery. Opening the packaging is fine. Go ahead and check the part over. What we need back is the part unmarked and complete, in its packaging, with everything that came in the box: lockrings, hardware, spacers, instructions.
Once a part has been fitted we cannot take it back, because it cannot be sold again. So check fitment before anything goes on the bike.
Email returns@hammerandhowl.com with your order number. We will reply with a Return Authorization Number and the address to send it to. Please wait for that number before you ship anything, and allow enough time for the part to reach us within 45 days of the delivery date. A part that arrives without a number, or after those 45 days, cannot go through as a standard return. We will email you and ask what you would like us to do with the part. If you would like it back, we will send it once you have paid the shipping.
Return shipping on a standard return is paid by you. There is no restocking fee. Please use a tracked service, because until the package reaches us it is still your shipment. We refund what you paid for the part. Shipping charges are not refunded on a standard return.
If you are not sure a part will fit your bike, email support@hammerandhowl.com before you order. We will send you the manufacturer's specifications and tell you what we know about the part.
If you need a different size or model, order the one you need and start a return for a refund on the one you have. It must not have been fitted, and the same 30 and 45 days apply. We do not set a part aside while a return is on its way back to us. Ordering now is the surest way to get the part you want.
A special order is anything we bring in for you specifically, and we will tell you in writing before you order it. If we have not told you, it is an ordinary order. You can cancel one at any time before we ship it, the same as any other order. Once it has shipped it cannot be returned, unless it arrives damaged or is not what you ordered, on the same terms as any other order.
Canceling an order
Email returns@hammerandhowl.com before it ships and we will cancel it and refund everything you have already paid, to the original payment method. There is nothing to send back, so we do not wait on a return. This includes special orders.
If something arrived damaged or wrong
Check your order before you install anything. If a part arrived damaged, or it is not the part you ordered, email returns@hammerandhowl.com within 30 days of the delivery date and send us a photo. Opening the package does not matter here. We will send a Return Authorization Number and a prepaid shipping label, and once we have the part back we will replace it or refund it, including what you paid for shipping.
If a part is not working right after you fitted it
Building your own bike is awesome, and we would rather help you get it right than sell you a part and disappear.
Be clear about what these parts are, though. Modern drivetrains and disc brakes are built to tight tolerances, and a tick, a rub, or a shift that will not index properly is almost always a setup issue rather than a bad part. A chainline even a millimeter out can create an annoying sound. A derailleur hanger that is not quite straight, a bottom bracket shell that needs facing, or a rotor that needs truing after bedding in are examples of issues that take a practiced eye, and sometimes a tool many home toolboxes don't have. Where the problem is setup rather than the part, a warranty will not cover it and neither can we.
So email support@hammerandhowl.com, tell us what the bike is doing, and send photos. We will work through it with you, and far more often than not we can help dial it in. If it turns out to be a manufacturing fault, what happens next depends on the brand, and the Warranty section below explains who does what. Please keep the part and do not send it to us until we tell you to. If you bought the part from us on eBay, message us through eBay rather than emailing us.
What we cannot do is take back a part that has been fitted and proven a trickier install than anticipated. Once a part has been installed on a bike it cannot be sold again. If an install needs a press, a facing tool, or a torque wrench you do not have, a good mechanic can do it quickly and it is money well spent to support your local bike shop.
Refunds
Refunds go to the original payment method after we receive and inspect the return. A Return Authorization Number means we have agreed to look at the part. It is not by itself a decision on the refund. Your bank may take a few days after that to post it. If we cannot refund a part once we have inspected it, we will email you and ask what you would like us to do with the part. If you would like it back, we will send it once you have paid the shipping.
Warranty
Warranty coverage is set by the manufacturer, and it differs from brand to brand. Tell us what happened and we will tell you what that brand publishes and what they need.
Where a brand offers a warranty, it lasts as long as that brand says it does, and it is separate from the return deadlines above.
Keep the part. Do not send it to us until we tell you to. Most brands want the part inspected or photographed while it is still with you, and sending it in before a claim is filed usually slows things down and can end the claim.
Many brands want a bike shop's mechanic to look at the part and say it is defective before they will send a warranty replacement. So work through it with a mechanic first if you can.
Whatever the brand, the next step is to email support@hammerandhowl.com with your order number, what the part is doing, photos, and a mechanic's assessment if you have one. If you bought the part from us on eBay, send us the same things through eBay.
For a brand other than SRAM, the claim comes from you, and we will tell you who to contact and what they need.
SRAM requires that warranty claims come from dealers rather than from riders, and it wants the part inspected in person. You can take the part, along with your order confirmation, to a local SRAM dealer and ask them to file the claim. Alternatively, you can send the part to us, and we will file the claim. If you choose this route, you will pay the shipping cost to send the part to Hammer & Howl.
If you take the part to your local SRAM dealer, be advised that not every shop will take on a claim for a part it did not sell, and some shops may charge a service fee. If you would like help finding a shop, ask us and we'll be happy to assist.
If the claim is approved, we pay the shipping to send the replacement to you. If it is refused, we will ask what you would like us to do with the part.
A warranty claim is the brand's to decide, not ours, and the brand can refuse one. Where we file the claim for you, we will tell you what the brand said.
How to start a return
Which address to use for orders placed on this site: returns@hammerandhowl.com for canceling an order before it ships or for anything you are sending back. support@hammerandhowl.com for questions before you order, for a part you have already fitted, and for warranty claims.
- Email returns@hammerandhowl.com with your order number, and tell us what is wrong if something is.
- We reply with a Return Authorization Number, the address, and a prepaid label if the part arrived damaged or wrong.
- Pack the part securely, write the number on the outside, and send it back with tracking.
Looking for shipping rates and dispatch times? See Shipping.