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• 1 (760) 448 5749
• Home Delivery
• Store Pickup / Carlsbad, CA 92010
• Credit card
• Paypal
Can I change my order?

If you want to change your order, please contact our customer service team immediately at
We can have a look into your order and, if it not has been shipped yet, modify it.

If it has already been shipped, we unfortunately won’t be able to modify it.

Can I ship my product back?

After receiving your delivery, please ensure that all the products delivered are identical to the ones you ordered. If not, please do not accept the delivery.

If the product is not identical to the one ordered or what you wanted, please contact us at in order to ship it back to us. Please mention your first and last name, address, the product, your availabilities and we can come to pick it up.

When shipping products back, they have to be in their original packaging with all the parts. We will check  any package sent back to us before a reimbursement is made. If parts are missing or damaged, we may not reimburse the full amount of the order.

If an exchange has to be made because you ordered the wrong size or product, shipping the product will be at your charge as well as shipment.

We will ask you to pay for the shipping before we ship the new product.

Do I need to register to place an order?

You definitively have to register to place an order on

During the registration process you will  fill out all the information needed so we can ship you your goods.
You will also be able to track your goods and receive our newsletter and special offers. 

You can register and create an account under the « My account » tab at the top of the www.commencalusa.comIn the case of a Paypal payment, the creation of your COMMENCAL store account will be automatic with using the information mentioned in your Paypal account.

Do you offer payment in several times?

It is not possible, you have to pay it all at once.

Does my MTB come with pedals?

Only our recreational MTBs come with pedals. Pedals are not supplied with our other MTB bikes and these have to be ordered separately. 

How are the bikes from the COMMENCAL store delivered?

Our bikes are shipped partially-assembled (90%), so you simply have to put on the front wheel, insert the seatpost into the seat tube and attach the handlebar to the stem.

How are the products from the COMMENCAL store delivered and how much does it cost?

Your products will be shipped at the address you provide us and the shipping cost depends on the size and weight of the products you ordered and your location.

The amount will be given to you when you check out.

FEDEX does shipping for us and delivery will vary depending on your location.

All shipments will be made when your payment has been received in full.

How do I contact you and at what time?

You can call us at 1 (760) 448 5749 from 9am to 5pm, Monday to Friday or e-mail us at

How do I get sponsored by COMMENCAL?

COMMENCAL offers Co-Factory sponsorship.

If you are interested and want to be a proud ambassador of our brand, fill up the form here.

We will review your resume and get back to you ASAP.

How do I get the technical details on my bike / frame?

When you visit the product page or the page for the frame/bike you wish to order, you will find several tabs located below the main image which will help you with any technical questions you may have: specs, geometry....

How do I set-up air suspension on my bike?

When you get on your bike for the first time, please follow those steps for the most accurate set-up:

1. Get the O-ring against the shaft.
2. Get on the bike while standing on the pedals (don’t bounce around, just get in riding position).
3.  Get off the bike.
4. Note where the O-ring is compare to the whole travel. The O-ring has to travel 15 to 30% for optimized SAG. For DH bikes, it has to be 30 to 40%
5. If you need to adjust the air in your suspension, get a shock pump (sold separately): add air if you need the O-ring to travel less or remove air if you have not enough SAG and repeat previous steps until you get the correct SAG.

Here you go, your suspension is now set up correctly

How long is the warranty on your products?

Every product has a different warranty time. Please refer to the following link to know more about our warranty terms and conditions:

I ordered a product on the website and the price changed afterwards

We aim to offer you the the best prices possible as soon as we put the products online.

However, our prices can increase or decrease at any moment and it is up to you to catch a good deal!

My coupon/voucher doesn’t work, what can I do?

Please contact our cutomer service at to reactivate your coupon.

My credit card payment has been declined, what do I do?

The most frequent reason for the refusal of a bank card is because the bank itself has not permitted this type of payment. In this case you should contact your bank to obtain the authorisation to make such a transaction and try to re-order on our website. 

If the problem persists you can always pay via bank transfer or Paypal. 

My order status says “Processing” on my account but I received my goods already. What do I do?

We update the website and order statuses a few times a day, but sometimes it takes longer than usual so don't panic.

What do I do if I forgot my password?

Click on « My Account », then on « Password Forgotten ».

A new password will be emailed to the address you provide us.

What do I do if I have a problem with my product ?

If you have a problem with your bike, frame or any other products bought on the COMMENCAL Store website, please contact our Customer Service Team directly at

What size bike should I order?

Before buying a bike, it’s important that you know which size you need.

Please refer to the Sizing Chart or Sizes tab under every main picture on the product pages for our frame size recommendations. 

It may happen that you are in-between sizes. In this case, you may want to check out the inseam size to help you decide what is more appropriate.

Generally, a shorter frame will be more nimble and easier to handle while a longer frame will offer more stability and control at higher speeds. 

If you choose a longer frame, you still can adjust your riding position by changing your saddle position and the length of your stem.

What to do if I’m not home when my stuff gets delivered?

If you are not home while we try to deliver  your goods, please check your mail box for a delivery card.

With this notice and your ID, you will have to contact the shipping company.

In order to track your parcel, use the tracking number provided by our customer service team and check out the courier company’s website.

What type of payment do you accept ?

We accept 3 types of payment on COMMENCAL Store:

The Paypal payments or the secure credit card ones - these will be done immediately.

The wire transfer payment could have extra cost depending on your bank. Instructions for a wire transfer will be given to you once your payment by transfer has been accepted.

All the fees associated to a wire transfer are paid by the buyer.

Your order won’t be shipped until we get the full amount paid.

If the amount received is not the same as the one on your order, we will ask you to pay the balance by credit card and will email you a secure « Pay by Mail » link.