Frequently Asked Questions

What size bike should I get?

For general information on finding the right size bike, look here. You can also click on the Size Guide tab on each product page to get size information specific to the model.  If you still have questions after seeing those suggestions, feel free to click “Contact Us” at the bottom of the page or call us at 800-251-8435.

How do I find information on bike assembly or bike tuning?

Click links to find videos on assembly and tuning.

How do I create an account?

Creating a account is easy: just click on Log In to register anytime. You can also create an account when you place an order. From your mobile or tablet, click the three bars on the upper left of your screen, then select Log In / Create Account to create an account.

What is the maximum rider weight for your bikes?

Our bike frames are tested to carry up to 300 lbs of rider weight which includes your body weight plus any additional weight like a pack.

What are my delivery options when buying a bike and accessories?

We offer three options for delivery; standard home delivery, in-store pickup at a local participating bike shop, and mobile bicycle delivery powered by Beeline Connect. Not all options are available for all zip codes and purchase types.

What is Standard Home Delivery?

Bikes ship from our warehouse within one business day on purchases before 3 pm EST. Arrival is usually 2-6 business days from purchase, based upon delivery method selected. Assemble yourself! Signature for delivery is required.

How does Pickup at Your Local Bike Shop work?

We work with the hundreds of leading bicycle retailers across the country to ensure your bicycle will be professionally built. Select the “Local Bike Shop Pick-Up” option as your shipping method then checkout as normal. After your order is complete you will receive a scheduling email that will allow you to choose the time you'd like your bike ready to ride.

What is Beeline Connect?

If mobile delivery powered by Beeline is available for your zip code and purchase type, it will appear as an option at check-out. If you select mobile delivery, we will email you a link that allows you to schedule the delivery date for your bicycle. If you have any questions related to Beeline Connect or scheduling, please call Beeline Support at (855) 582-4537. Some fees may apply for accessory installation.

Do you ship internationally?

Purchases through are not available for international shipping.

What does “Out of Stock” mean?

Out of Stock means that we no longer have inventory of that item. If there is an out-of-stock item you are interested in, please click “notify me when this product is in stock,” and we will e-mail you when it is available.

What does “Coming Soon” mean?

Coming Soon means this product isn't yet available, but we'll get them soon! If there is a Coming Soon item you are interested in, please click “notify me when this product is in stock,” and we will alert you via e-mail when it comes into stock.

What forms of payment do you accept?

We accept all major credit cards, PayPal, and installment agreements through Klarna

How long will it take me to get my money back for a return?

We'll process your refund just as soon as we receive your return in our warehouse.  It may take some time for your bank to process the refund.

How do I exchange an item?

We don't offer a true exchange option; however, we suggest you place a new order for the item you want and then follow the instructions above to return your original item(s).

My purchase is from a retail store; how do I return for a refund?

Our retail partner stores all have their own return policies and practices. Please return items to the retail partner store where you made your purchase.

How can I get a manual for my bike? Do you have a manual that is specific for my model? 

Bike manuals are not model-specific. You can download the most current manual here.

I am missing something from my Diamondback bike box. How do I get one? 

Send us a quick note!   The fastest way is by using the Technical Support request at the bottom of the page.  You can also give us a call at 800-251-8435. We will do our best to get you what you need!

Who do I connect with if I’m having technical issue with a product?

You can ask a Technical Support question with our experts using the "Contact Us" form at the bottom of the page.  Or, you can give us a call at 800-251-8435.  We're here in our Seattle-area offices Monday through Friday between 9am and 4pm Pacific time.  Please have available your product details including serial number to help us help you! Check out our technical support videos here.

What do I do if my product seems to be defective?

Click here to read our warranty statement. If your issue fits our warranty guidelines, fill out the warranty form and we will be back with you within two business days.

My bike did not come with a kickstand, why not?

Most high-quality bikes do not come out of the box with kickstands.  Please see your local dealer or any local bicycle shop for help, or contact us!

Where can I buy replacement parts for my bike? 

Many replacement parts can be directly purchased at any local bike shop; your local dealer can support any of your needs.  If you have questions, connect with our bike experts via the Contact Us form below. You can also give us a call at 800-251-8435.

Where is the serial number on my bike? 

The serial number is located on the underside of the frame where the pedals and crank arms attach. You most likely will need to flip your bike over. Look for a string of letters and numbers. The serial number is usually formatted like U161K0123456 or DAY16A123456.