We offer you a great combination of ordering online, trying at home and having a dealer help you select and maintain your bike. Learn about all the practical details.
It is good to know that you can order your bike or frame only online. Your dealer can do it for you, you can do it yourself, there is no difference.
So, when you are ready to order your Instinctiv bike or frame, it might be handy to create already an account on our website for a smooth checkout.
If you are located outside the European Union and you are logged into your account, you will see pricing without VAT.
If you would like to try our bikes on your home trails, you can order a full weekend or mid-week of riding one of our demo bikes as a premium ‘try at home’ package.
To make it even better, we reimburse you EUR 400 on the purchase of your new bike or frame, if you ordered a ‘try at home’ package before.
For our dealers it does not matter if you order directly online with us or they will do it for you. In both cases they will receive their share.
If you order through a dealer, your bike will be send to the dealer, so they can unpack and set up the bike for you. They are always happy to help you with repairs or maintenance, no matter if you ordered through them or directly on the website.
The first step is to choose the bike or frame that you would like, configure the components and color you want, add this to the cart, arrange the payment and place your order.
A couple of minutes after you placed and paid for your order, you will receive an email with your order details. Please check if all is correct. We will run a check from our side and send your invoice in a separate email.
If you selected to pay by bank transfer, then we will wait for your payment to come in. Once payment came in, we can confirm and process your order.
If you ordered a bike or frame, then this is the moment your bike or frame gets a fixed production slot.
If you ordered a ‘Try at home’ package, we will contact you to plan a date for the delivery of a demo bike.
If you ordered a bike or frame, we will allocate the right components and have your frame coated in the color you selected. When all parts are in, we will carefully assemble and tune your bike.
When the assembly is finished, every bike has to pass our quality check. This is where we double check the bike, so we can assure it works well and that everything is just like you ordered it.
You receive your package and get to unbox your new bike or frame. Instructions about setup and mounting wheels and handlebar are included in the protective transport box.
The normal lead time for full bike would be about 6 – 8 weeks, but due to the present ultra high demand in the market and slow component deliveries, the lead time for your bike will be longer in many cases. Delivery of a frame is normally faster then a full bike.
Our frames are covered for life against damage due to manufacturing defects for the original buyer. We will repair or replace, at our discretion, any frame we deem defective.
Please be aware that our webshop will show you pricing including statutory 21% Dutch VAT.
If you created an account and you are located in a country outside the European Union, you will now see pricing without tax, as you do not need to pay European tax. This also goes for the UK and Norway.
Please be aware that you will need to pay your local VAT or sales tax, and potentially import duties, when you receive your bike. In many cases your local tax is lower than the Dutch VAT.
In Switzerland we work with a local dealer that imports the bikes for you, so you best contact them for pricing in CHF and local support.
We ship our bikes, frames and bike parts fully insured with express services like DHL, FedEx and UPS. Should there be any missing articles, then those will be delivered to you subsequently and free of charge.
If you buy a bike from outside the European Union, then you are responsible yourselves to take care of the import paperwork and pay the applicable taxes and duties. Mostly the express shipping services that we use will help you with the import process and will ask you to pay the taxes and duties to them.
For shipping to a country outside the European Union we are not able to calculate the shipping costs automatically on our website, so shipping is not included. When we are ready to ship your bike, we will select the best shipping option for you and charge you for the shipping costs.
All our packages are insured during the transit period. When you receive your bike, frame or bike parts, please examine the package immediately for any damages.
If there should be damage then please notify us within 24 hours, so that we can inform the insurance company.
Please contact us before you send back any packages.
If you have any question or you would like to talk personally to us for advise on our bikes or help you order your bike, then please give us a call, we are happy to help.
Call us at: +31 20 820 2212
Monday – Friday 9.00 – 18.00h (CET)
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