- Albe's BMX / Covid-19 FAQ's Page
Albe's BMX / Covid-19 FAQ's Page
WE ARE STILL PROCESSING AND SHIPPING ORDERS DAILY HOWEVER WE ASK FOR YOUR PATIENCE AS THERE MAY BE SOME DELAYS.
The world is a little weird right now but we’ve made all the necessary adjustments to keep our staff safe and still get orders out to our customers. In the past month or so order volume has quadrupled yet due to the virus we are working with a limited staff. Many of the crew have been working 12 to 18 hour days to keeps things running as much as possible.
Obviously we've been getting lots of calls with lots of questions. Check the FAQ's below before calling please.
Are you still shipping orders?
Yes, We are still shipping orders daily. We know a lot of you are bored at home and are looking for a bike or parts to freshen up your current one so we are working our butt's off to make it happen!
Can I get an update on my order?
If you placed an order and want info on it please check your account on our website for info before calling.
Will my order be delayed due to the Covid-19 virus crap?
At this time we are still getting most of the orders to our customers on time. If you have a question about when your order will arrive please take note of which shipping option you picked at checkout. Each shipping option will list a time frame window of when your order will arrive to you. If you picked the shipping option "FREE SHIPPING! (2-8 business days)" your order should arrive to you within that time frame promised.
My order status still says "awaiting payment" but I already paid. Is there a problem?
No, Your payment is fine. There is nothing more you need to do. Please note that the "awaiting payment" order status just means that a sales person has not processed your order yet. Even if you don't see this status change for a few days don't be alarmed. Rest assured we will do all we can to still get your order to you quickly. If there is any issues we'll contact you.
Is your retail store open for walk in traffic?
No. For the safety of our customers and staff our retail store is not open to the public at this time. We will open the retail sore to walk in customers as soon as we feel it's safe to do so.
I'm local...Can I place and order and pick it up at the store?
Yes, You'll have to place the order online and then call us at 248.965.3163 to have us set it aside for pick up.
Can I order by phone or are you just doing web orders?
We are still working the phones during normal business hours which are M-F 10 to 7 and Sat 10 to 5 eastern standard time. Please only call in your order if you can not do it online as our staff is now short handed during phone hours and can back up quickly. If you call during normal business hours and reach a voicemail it's because our sales guys are tied up on other lines. If you just have general questions that aren't super important you can always shoot us an email at email@example.com and we'll get back to you as soon as possible.
I need help that can only be handled by phone but when I call I keep getting the Voicemail
We are getting an unprecedented amount of calls with tech questions, order questions, people looking for advice and more. We are doing the best we can to help everyone but with the current volume of calls and limited staff we can't get to them all. For this we are VERY SORRY! We are doing the best we can and when things go back to "normal" we'll be on top of it like we always have been in the past. If your question or concern isn't addressed above and you need to contact us check the options below.
E-Mail = firstname.lastname@example.org (please understand that it may take a few days for us to get back to you)
Phone = 248.965.3163 (please call only if you need immediate help. If you can't get through try back a little later. Also note phone hours are Mon - Fri 10am to 7pm and Sat 10 to 5. eastern standard time.
Live Chat = Check to see if the live chat is on. If so we'll see if we can help you that way.
With all that being said we love you all and hope you are all safe and healthy! We can't wait for the world to go back to normal!
The Albe's BMX Staff