FAQ & Support

 

Here you will find answers to frequently asked questions.

I have questions about a product.
Who should I contact?
You are welcome to contact us at any time with questions about products.
The best way to do this, is to use our contact form and select the appropriate topic or write us an e-mail to [email protected]. Our customer service team will process your request as quickly as possible.
I have a handlebar, stem, saddle, (...) from you.
What do I have to pay attention to during installation?
You will find installation instructions for each product type in the product description. There you will find all important steps and information for the correct installation of your components.

If you still have questions, please do not hesitate to contact us via our contact form or e-mail [email protected]. Our customer service team will process your request as quickly as possible.
I bought a pair of Sixpack pedals. Which one goes on which side, I'm confused...?
Our pedals don't have any labelling. But you don't need them. Since the pedals have different threads, they can only be mounted on the corresponding side.

The right pedal has a standard right-hand thread. The left pedal, on the other hand, has a left-hand thread. In addition, you can distinguish the left from the right pedal by the logo placement, which is always legible when you look down at your pedal while sitting in the saddle.
Where can I check the status of my order?
We will always inform you about the status and status changes of your order immediately via e-mail.

You can also check the current status of your order at any time on our website in the "My account" – "My orders" section.

However, if you have chosen to purchase without registering, i.e. without creating a customer account, this option will unfortunately not be available to you.
How can I pay my order?
You can pay your order conveniently with PayPal or with prepayment by using a normal bank transfer.

As a retailer, you also have the option of paying the amount via a SEPA direct debit.
How can I buy Sixpack components?
Orders can only be placed via our online shop. You order your desired components, your order is saved directly in the system and we can process it immediately.

This way, your Sixpack parts will arrive quickly and reliably and you will soon be on the trail with your dream set-up.

However, if you have any questions before placing your order, please do not hesitate to contact us via our contact form or by e-mail to [email protected]. Our customer service team will process your request as quickly as possible.
How do I know if my order was successful?
After your order has been processed in our system, you will immediately receive an e-mail with your order confirmation.

You can also check the current status of your order at any time on our website in the "My account" – "My orders" section.

However, if you have chosen to purchase without registering, i.e. without creating a customer account, this option will unfortunately not be available to you.
I have a voucher/discount code.

Where and how can I redeem it?
All vouchers and discount codes can be entered at the end of each order process.

The code will be added to the shopping basket before the order is completed, so you can see immediately how much money you are saving.
When will component "XY" be available again?
The availability and expected delivery dates of the components are shown on the respective product page.

Due to the current Corona situation, which is also affecting the bike industry, there may unfortunately be significant differences in these delivery dates.
Can I finance my order?
We do not offer the option of financing.

However, you can pay for your order via PayPal. Independently of us, PayPal offers a financing option in many cases.
How much are the shipping costs?
Shipping costs vary depending on the country and order amount. For example, shipping within Germany costs €6.49 and is free for orders over €100.

You can find more detailed information on our website under Shipping.
Which shipping service provider will be used to deliver my order?
Our parcels are shipped exclusively with DHL.

This applies to all deliveries within Germany as well as to deliveries abroad.
How long does it take to ship my order?
when will I receive it?
Your order is usually processed on the same working day, or on the following working day the latest.

After that the package is handed over to our shipping service provider. The standard delivery time for a parcel in Germany tooks 1-2 working days. During the Corona Pandemic, the shipping time can unfortunately take a little longer due to the large amounts of online orders.

You can find the shipping time to other countries on our website under Shipping.
How and where can I track my parcel?
As soon as we have handed over the parcel to our shipping service provider, you will receive an e-mail with a link for tracking the shipment.

You can also check the current status of your order at any time on our website in the "My account" – "My orders" section.

However, if you have chosen to purchase without registering, i.e. without creating a customer account, this option will unfortunately not be available to you.
I am not from Germany.
Do you ship to my home country?
We ship to a variety of countries all around the world.

You can find a list of all countries, costs and further information about our delivery conditions on our website under Shipping.
I have changed my mind.
How can I cancel my order?
If your order has not yet been dispatched/you have not yet received a shipping notification from us, you can cancel your complete order or just parts of it.

You can do it by simply using our contact form. Alternatively, you can also send an e-mail to [email protected].
I don't like the item after all.
Can I return it?
You can return the item to us within 14 days of receipt of the goods by you or a third party named by you (e.g. family member or neighbor) without giving any reasons.

For a smooth process, you can fill out the cancellation form or contact us directly.

Please note that we can only refund you for defect-free and undamaged goods. Therefore, please send the goods back to us completely and, if possible, in the original packaging.

You can find more information on our website under Right of withdrawal.
Who pays the shipping cost for returned goods?
We will pay the shipping costs within Germany.

Shipping costs for returns outside of Germany can´t be covered by us.

You can find more detailed shipment information on our website under “Shipping”.
My product is defective. What do I do now?
In such a case, it is best to contact us directly.

You can use our contact form or send us an e-mail to [email protected]. Our customer service team will process your enquiry comprehensively and as quickly as possible.
What costs will I be charged in the event of a warranty claim?
In a warranty case, there are of course no costs for you. However, before this, it is necessary to check whether it is a warranty case or not.

The best way to do this, is to contact us directly.

You can use our contact form or send us an e-mail to [email protected]. Our customer service team will process your request as quickly as possible.
What warranty and guarantee do I have on my Sixpack components?
All product defects and faults that already existed at the time of delivery are covered by a 2 year warranty.

This does not include natural wear and tear caused by the intended use of the product, e.g. bearings or wear and tear of paint and anodization.

You can find more detailed information on this in our General Terms and Conditions under I. Warranty and liability.

For service and repair of wear parts, we are of course also available beyond the warranty period.
Can I have my pedals repaired by you?
Yes, we offer an all-round service for all our pedals and are happy to repair pedals that have already been on the trails for a long time.

Simply contact us via our contact form or via e-mail [email protected]. Our customer service team will process your request as quickly as possible.
I need new bearings/pins for my pedals. Can I buy them from you?
Pins for our pedals can be ordered directly in our online shop – for bearings and service kits, simply contact us via our contact form or write us an email at [email protected].
Our customer service team will process your request as quickly as possible.
I am interested in being sponsored by you. Who is the right person to contact?
As a manufacturer of world-class products, we are of course always on the lookout for world-class athletes.

Are you convinced that you have what it takes and the talent of a professional athlete?
Apply to us by using our contact form with the subject "Sponsorship" or write an email to [email protected].