FAQ

Frequently Asked Questions

Here you'll find answers to some of the questions we receive most often.

You can also visit our AP GPT BOT for quick answers to questions about Americana Pipedream's sizing charts, inventory, policies, and more.

How do I contact customer service?

For returns, exchanges, or any other customer service-related inquiries, please email us at help@americanapipedream.com.

We typically respond within 24 hours during business days. Please note that inquiries submitted over the weekend may receive a response on the next business day. As a small business, we appreciate your patience and understanding.

We do not offer customer service by phone. All customer service inquiries are handled via email.

Do you ship internationally?

Yes! We ship to most countries.

Please be aware of any duties, taxes, or other regulations that may apply to shipments being imported into your country. You may be charged additional fees by your government, customs broker, or shipping carrier. Duties, taxes, and other import costs are invoiced separately by the carrier and are not included in the shipping cost charged by Americana Pipedream at checkout.

As of July 18, 2024, Americana Pipedream is testing DDP (Delivered Duty Paid) with supported shipping services through all of our shipping partners.

USPS SHIPPING: Any service selected as USPS may ship via DHL eCommerce. DHL eCommerce is a proud partner of USPS and offers the same style of services as USPS.

DDP SHIPPING: DDP shipping is only available to select countries listed below:

Canada, Australia, European Union, Germany, Hong Kong, Japan, Israel, Mexico, New Zealand, Singapore, South Korea, and the United Kingdom.

Electric bikes cannot be shipped internationally. 

How much does international shipping cost?

International shipping costs are calculated at checkout. Simply add an item to your cart to view the available shipping options and estimated costs from FedEx, UPS, and DHL eCommerce.

Duties, taxes, and other import costs are invoiced separately by the carrier and are not included in the shipping cost charged by Americana Pipedream at checkout.

How does our shipping & fulfillment work?

We strive to fulfill and ship all orders within 5 business days. This timeframe may be affected by national holidays, holiday rushes, large ongoing sales, or other circumstances and is not guaranteed.

Please note that the shipping speed or service selected at checkout does not begin until your order has been fulfilled and tracking information has been sent to you.

International shipping times can vary greatly depending on the destination and carrier. If you have any questions or concerns about your order, please contact customer support at help@americanapipedream.com.

Please see our [Shipping Policy] for more details.

Bike parts and accessories will be shipped by one of our partner companies, such as GritShift or Rippin Moto, and will follow the same shipping policies as Americana Pipedream Apparel. 

How is sizing information measured?

We carry clothing from many different countries, each with its own military sizing charts and standards. To make sizing easier for our customers, we measure all of our surplus clothing ourselves.

For a more in-depth explanation of our sizing information, please visit our Sizing Guide page.

How do I wash my surplus?

Americana Pipedream is not liable for damage to garments that occurs during the washing process after they have been received by the customer.

For items made from cotton/polyester fabric blends, we recommend washing them as you would any other clothing.

For items made from wool or wool blends, we recommend either hand washing or using your washing machine's cold-water setting. Use your best judgment, as some of these items may be dry clean only.

To help prevent camouflage patterns from fading, you can turn the garment inside out before washing.

For items made from waterproof materials, we recommend using the gentlest washing cycle available on your washing machine. These garments are often made from rayon and other materials that may be fragile.

What is our return policy?

We are happy to provide refunds and accept returns for U.S. customers within 30 days of the delivery date, unless otherwise specified in the product listing.

For any order issues, please contact us at help@americanapipedream.com.

Damaged or Missing Items:

If your item arrives damaged or is missing, please contact us within 15 days of the item being shipped. We will be happy to issue a refund or send a replacement after a claim has been filed and approved by the carrier.

Returns & Refunds:

If you wish to return an item and/or request a refund, your request must be sent to and received by help@americanapipedream.com within 30 days of the order's delivery date, unless otherwise specified in the product listing.

Americana Pipedream Apparel reserves the right to limit or deny returns or exchanges.

Shipping Costs:

Shipping costs will not be refunded for returns or orders, except in cases involving an order mix-up or defective product.

International Returns:

For international customers, returns and refunds are permitted only if the item is defective or damaged during shipping/freight. Please contact help@americanapipedream.com with any questions or concerns.

Bike & Night Vision Goggle Orders:

Bike and night vision goggle orders cannot be canceled once placed. These items cannot be returned unless they are in their original packaging or are defective. Returns are subject to a restocking fee.

Restocking Fee?

All NVG (Night Vision), Electric Bike (E RIDE PRO), and other products specifically noted as having a restocking fee in the product description will incur a 15% restocking fee.

If the item has already been shipped, return shipping costs will also be deducted from the total refund amount.

The 15% restocking fee also applies to order cancellations.

Pre-order bikes: Cancellations of pre-order bikes will incur a 3% cancellation fee.

How long does it take to receive my refund?

Refunds may take up to 15 days to process and appear in your account, depending on the payment method used. International refunds may take longer to process.

What products are subject to Proposition 65?

Products that are not intended for consumption or are not food products fall under the following Proposition 65 warning:

"WARNING: This product can expose you to chemicals, including arsenic, which is known to the State of California to cause cancer. For more information, go to P65Warnings.ca.gov."

What are Americana Pipedream's company policies?

For more information about our shipping, return, and other company policies, please visit our  About Us page or view our individual policies at the bottom of the checkout page or at the bottom of our website.

If you have any questions, feedback, or concerns, please email us at help@americanapipedream.com. We’re always happy to help!