Order Information
Need help placing your order?
We are happy to help you place your order! Our agents are available 9AM-5PM EST Monday - Friday
Phone: 1-203-379-2233
Changing Your Order
Cancelling/Modifying an order
We work hard to ship orders to you as quickly as possible. For this reason, once an order has been placed it cannot be cancelled or modified. Once you have received your item you may return it, with original proof of purchase, for a refund within 28 days of the purchase date.
Changing delivery information
Once an order has been placed, the delivery address cannot be changed until after it has shipped. Once your order has shipped and you’ve received a shipping confirmation email, you may be able to make delivery changes directly with the carrier.
Order FAQs
Why does my payment card show two charges?
We charge your card only for the portions of your order that have shipped. If you had multiple items in your order, and they shipped from multiple locations, or over multiple days, you will see separate charges; one for each shipment.
My order was cancelled, but I still see the charge for it on my credit card statement.
Typically you will see a pending charge on your bank account as soon as you submit your order. If your order was cancelled, we send this information to your bank so that they will remove the pending charge from your account. Depending on how your individual bank handles authorizations, this may take 1 to several days to resolve. Please contact your bank directly for more information or assistance.
A product I ordered was cancelled, what does this mean?
Occasionally items sell so fast that an order is submitted before the inventory on our website has a chance to catch up. We update our inventory as quickly as possible to avoid this, however, sometimes we're just out of stock in our Fulfillment Center. When this happens we immediately try to locate a replacement from one of our brick & mortar locations, but that's not always successful. We understand this can be an inconvenience and we're sorry for the trouble.
If you elected to pay with a credit card, the pending authorization against this order should be released from your account within a few business days. If you elected to pay with a debit card or PayPal, your statement may reflect a pending authorization. The authorization will not be completed and the funds will be restored within 2-14 business days. Please contact your banking institution for further information. If you paid with a gift card a replacement will be sent to you via email. If you applied a Reward to your order, it is available for you to use until the printed expiration date.
Why can't I add my product to my cart?
We do our best to ensure the products displaying on the site are purchasable! That said, there are a couple of reasons you may not be able to add an item that is displaying to your cart:
Check to make sure you have selected a size and color -- an item is not able to be added to the cart until you've selected a size and color. Look to see if your size/color selection is "grayed/X’d out" -- if it is, that means it is currently out of stock. Please try another item. If you've already checked the above, and the "add to cart" button is still "grayed out", the item may be out of stock and in the process of being removed from the site (which can take up to 15 minutes).
Still having trouble? Please CONTACT US
I did not receive an email confirming you received my order. How can I be sure my order went through?
After you complete the checkout process, an order confirmation will appear on your screen detailing your final order, including shipping charges, your billing address, and the items that are being sent to your shipping address. We recommend making note of the order number for your reference.
After we've validated your payment & delivery information, and assuming you've provided a correct email address, you will receive confirmation via e-mail that your order is being processed. This typically takes a few moments, but if there are any discrepancies provided with your billing or delivery information, it may take several hours for us to review & resolve.
If you do not see your order confirmation email within a reasonable amount of time, please check your spam folder.
If you still have concerns about the status of your order, please CONTACT US. Be sure to provide the order date, as well as the name, email address, billing and shipping addresses associated with the order so we can efficiently research on our end.
Why can't I buy the bike I want and have it shipped to me?
Some of our bikes require minimal assembly that can be done at home -- those bikes we CAN ship to you. But many of our bikes are high end / technical pieces of equipment that require a certified bike technician to assemble and fit to the specific rider. While those bikes can be purchased online, they must be picked up in store so that our bike technicians can custom fit the bike to you. There will be information on the product page of each bicycle designating your options.
Accepted Forms of Payment
Shopping with us is easy and secure every step of the way. For your convenience we accept the following forms of payment:
U.S./Canadian-based credit & debit cards through American Express, Discover, MasterCard and Visa, PayPal, Apple Pay, Eastern Mountain Sports Gift Cards, Merchandise Credits (Redeemable in-store only at this time.)
Payment Timing
Credit Card Purchases When you place an order, ems.com contacts your issuing bank to confirm the validity of the payment method. At this time, your bank reserves the funds until your order ships or the authorization expires. Your bank account may show the charge as “pending” or “authorized” at this stage. The actual charge will take place when your order ships. If you have multiple items in your order, you may see separate charges for some or all of your order. This is because we may ship your order from multiple locations, and charge you only for the portion of your order that ships. Any applicable shipping charges will be charged to your order when the first item ships.
PayPal Purchases
Payment timing through PayPal may vary based on your individual PayPal account. Please login to your PayPal account to view their policy directly.
Dispute a charge
If you see a ems.com charge on your credit card statement that you did not authorize, report those charges to your issuing bank as quickly as possible. Oftentimes, such charges result from a stolen credit card or a compromised card number, and reporting the issue to your bank is the fastest and safest route to resolve. Before reporting the charges, make sure they weren’t made by a joint account holder or other authorized user on your account.
About Estimated Arrival Dates
Estimated arrival dates are not guaranteed. Weather delays and other unforeseen circumstances may impact delivery time. The tracking number for your order's package should include alerts about any potential delivery delays.
Some items require a signature for delivery, depending on the merchandise and delivery location.
For shipping-related questions, please contact our CUSTOMER SERVICE team.
Packages Do Not Ship from Our Distribution Center on the Following Holidays:
- New Year's Day
- Memorial Day
- 4th of July
- Labor Day
- Thanksgiving
- Christmas Day