Frequently Asked Questions


What type of Guarantee,Exchange & Return Policy is included with my purchase?

We offer a simple 30 Day Return/Exchange Guarantee, please contact us and we will provide you with exchange or return instructions. Please note that products being returned must be returned in the original packaging and should not have been used or worn before returning.
 
For more details about The Bikers' Den Return Policy and Money Back Guarantee, please click HERE.

What currency are the prices listed in?

All prices on our website are listed in United States Dollars. If you would like to view current exchange rates, feel free to use the Conversion calculator which can be found in the left column underneath your Shopping Cart.

Can I have my order shipped to an address other than the billing address of my credit card?

Yes, please enter the alternate address in the fields provided during checkout. Orders for Alternate Shipping Addresses may take an extra day or two because of our extra screening process performed on these orders.

Am I responsible for Custom Duties or Import Fees?

Although our offices are located in Canada, most of our merchandise is shipped directly from our U.S. Warehouse. Due to the fact that 90% of our customers are U.S. Residents, and to better serve our customers, we found that it would be better to ship from our U.S. Warehouse.

Canadian and International Customers are responsible for custom duties, taxes and fees that would normally be charged for products purchased in the US. Please check with your country's customs department for more information.

Is The Bikers' Den Website Secure? Will my personal financial information be transmitted safely and securely?

The technology known as SSL, Secure Sockets Layer, scrambles purchase information you send over the Internet, helping to secure your transaction. We use SSL to provide you with a safe way to send your sensitive financial information securely. When paying for your Bikers' Den order, you will notice an image of a padlock of your Internet Browser. This indicates that SSL is being used to transmit your information for payment processing. You should be very leery of providing your financial information to companies that do not implement SSL technology. Think of it as mailing a letter but not sealing the envelope.

I am not a resident of Canada or the United States, can I still order from The Bikers' Den?

We ship to several countries worldwide. Please click HERE to read our shipping policies.  To receive further information , please email us at Service@BikersDen.com or call us at 1-800-409-5228.

How do I find a specific product?

There are many ways to navigate through The Bikers' Den website to find products of interest to you...
  • Click the "Products" button on the Main Navigation Bar at the top of each page. This will take you directly to The Bikers' Den Catalog that lists all of our products according to category.
  • Select a category from the Category List found in the left column of each page.
  • Use our Search Engine to enter a short description of the product you are looking for. The Search Engine will look through The Bikers' Den products to try to find the best matches to your query. The "Product Search" can be found at the top right of each page.
  • How does The Bikers' Den process online payments.

    At The Bikers' Den, we know that security is very important for our customers and for all Internet shoppers. That is why The Bikers' Den has chosen Elavon for the processing of your online payments. Elavon provides a highly regarded and exceptionally secure payment service designed using the latest fraud protection techniques. This in turn helps to protect both the consumers and the online merchants.
     
    We also DO NOT store our customer's private credit card information in any of our databases. Once your order is processed, your personal financial information is deleted from our system completely. If you would like to place another order with us in the future, you will be required to enter your credit card information again since we have not saved or stored it from your previous order.
    How do I shop on The Bikers' Den Website?

    When you find a product you wish to purchase you can click the "Add to Cart" button to add 1 of the specified product to your shopping cart. If the product has options for which you must choose (size, or color for example), ensure you have chosen the correct options before adding the item to your cart. The item will be placed into your Shopping Cart which is located in the left-most column of every page.

    Each product contains a "Details" section that allows you to obtain more elaborate information regarding our products including: further descriptions, larger pictures, shipping costs, and product promotions (if applicable). Just click on the product's "Details" button to access this additional information. From the product's Details page you can Add the item to your Shopping Cart or go back to the product list by clicking the "Back" button.

    How do I add a product to my Shopping Cart?

    To add an item to your shopping cart, click the product's "Add To Cart" button. This will add 1 of the specified products to your shopping cart. If the item you wish to purchase has options associated with it (for example: Size, Color, Design, etc.), please ensure that you choose the correct product options before clicking the "Add To Cart" button. When a product has been successfully added to your shopping cart, it will be displayed on the left side of the screen under the "Shopping Cart" Heading. The Total Cost of the items in your cart will also be calculated and updated.

    How are shipping costs calculated?

    Shipping costs are calculated based on the product weight, destination, number of products ordered and shipping method used. To find the shipping costs associated with a product, click on the product's "Details" button which will provide you with the shipping rates for that product. In most cases, we offer a reduced shipping rate if you purchase two or more similar items. This information is also found in the product's Details page.

    How do I use a coupon?

    If you have received a coupon from The Bikers' Den, you can use it by entering the Coupon ID when you are checking out. The coupon discount will then be calculated and subtracted from your invoice total. For more information on Bikers' Den coupons, refer to the Coupons section in our Policies page.

    Can I cancel or change an order after I have paid for it?

    Most orders are processed within 1 - 3 business days. This allows a 24 hour window in which it is possible to cancel or change your order. Please contact Customer Service if you wish to make changes to or cancel your order. We will refund the credit as soon as we receive and process your cancellation, however, your Credit Card Company may take as long as 10 days to have the credit appear on your statement.

    What credit cards can I use to pay for my purchase with The Bikers' Den?

    You can pay with any of the following credit cards... VISA, MasterCard, American Express and Discover. We also accept PayPal payments.

    Do you accept payment in the form of Cheques or Money Orders?

    If you choose not to place an order using our Online Store, we can accept payment in the form of certified cheques or money orders sent through the mail. Please contact Customer Service if you wish to pay for an order with a cheque or money order. We will process your shipment when we receive your payment. When sending us a cheque or money order, please remember that our prices are listed in U.S. dollars. Please do not send cash.

    We will accept uncertified cheques, however, we will wait until your cheque has successfully cleared until we ship your order. If you wish to avoid this delay then please have your cheques certified.

    Do you accept orders over the phone or through email?

    Yes, please contact Customer Service if you would like to place an order over the phone.  Our customer service department is available to take your calls Monday to Friday during normal office hours.

    Will I be notified when my order ships?

    We will email you the shipping details shortly after our delivery carrier takes possession of your shipment. In most cases, your order will be processed and shipped within 1 - 3 business days.

    I am a Canadian resident, will sales tax be applied to my order?

    The Bikers' Den Inc. is a Canadian owned and operated company, however, we ship our customer's orders directly from our U.S. warehouse. As a result, we do not charge GST to Canadian customers. Please note however, that applicable sales taxes may be levied by Canada Customs. Any custom duties or taxes applied by the Canadian Customs Deparment is the responsibility of the customer.

    How soon can I expect my order to arrive?

    For Canada and The United States, order processing and shipping times for Regular Deliveries are approximately 7 - 10 days while Priority shipments are usually delivered in 4 - 7 days. Most orders are processed and shipped within 1 - 3 business days. These delivery times are approximations only, and it is possible for some deliveries to take longer than stated. For International orders, we are not able to guarantee a specific delivery date due to the different policies of custom departments in each country.

    How do I measure myself so I know what size I am? Do you have a size conversion chart?

    We try our best to list all sizing charts associated to our products directly in the product details section. If you cannot find a size chart for a product, please feel free to Contact Us.

    How do I take care of my leathers?

    Please refer to our leather care instructions by clicking HERE.

    Are your leather products made of genuine leather?

    All of our leather products are crafted from premium grade cowhide or buffalo hide that undergoes a special treatment process to ensure soft, durable and comfortable leathers that fit right, look great and offer maximum protection.

    What does "hardware" refer to in terms of leather products?

    Hardware refers to non-leather accessories that make up a leather item. Zippers, snap buttons, buckles and conchos are all examples of hardware. You will find that durable, top quality hardware is used in all the leather products that we carry.

    Where is The Bikers' Den located?

    The Bikers' Den is located in Edmonton Alberta, Canada. Since 90% of our customers are U.S. residents, we ship our orders from our warehouse in the United States.


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