FAQ
Frequently Asked Questions
Last updated: May 2026
ORDERS
How do I place an order? Browse our catalogue and add your chosen product to your cart. Proceed to checkout, enter your delivery address and payment details, and confirm your order. You will receive an order confirmation email immediately after your payment has been successfully processed. This email is your proof of purchase — please retain it.
Can I amend or cancel my order after placing it? We process orders quickly and begin handling them the same business day if placed before our 9:00 AM GMT cut-off. If you need to amend or cancel your order, contact us immediately at support@pelotonx.store with your order number. We will do our best to accommodate your request, but we cannot guarantee changes or cancellations once an order has been dispatched.
I did not receive an order confirmation email. What should I do? Please check your spam or junk folder first. If you still cannot find it, contact us at support@pelotonx.store with the name and email address used at checkout and we will resend your confirmation.
Can I order by phone or email? We process orders through our website only. This ensures your payment is handled securely and your order is tracked correctly from placement through to delivery.
SHIPPING & DELIVERY
Where do you ship to? We currently ship to addresses within the United Kingdom only. We do not offer international shipping at this time.
How much does shipping cost? Shipping is free on all orders. There are no minimum order requirements and no additional charges applied at checkout.
How long will my order take to arrive? Orders placed before 9:00 AM GMT Monday to Friday are processed the same business day. After dispatch, delivery takes 3 to 5 business days. Your total estimated delivery window is 4 to 7 business days from the date of order placement. Orders placed after the cut-off time or on weekends will begin processing on the next available business day.
How will I know when my order has been dispatched? Once your order has been dispatched you will receive a shipping confirmation email containing your tracking number. You can use this to monitor your delivery in real time through our order tracking page.
What happens if I miss my delivery? If you are not available at the time of delivery, the carrier will follow their standard redelivery or collection procedure. This will be communicated to you via your tracking information. If you have concerns about a missed delivery, contact us at support@pelotonx.store with your order number.
My order has not arrived within the estimated window. What should I do? If your order has not arrived within 7 business days of placement, please contact us at support@pelotonx.store with your order number. We will investigate with the carrier and provide an update promptly.
Do you deliver to PO boxes? We are unable to guarantee delivery to PO boxes. We recommend providing a full residential or business address at checkout to avoid delivery issues.
RETURNS & REFUNDS
What is your return window? We accept returns within 30 days of the delivery date. Returns requested after 30 days will not be accepted.
How do I start a return? Email us at support@pelotonx.store with your order number and the reason for your return. We will respond within 24 business hours with confirmation and return instructions including the return address.
Who pays for return shipping? Return shipping costs are the responsibility of the customer unless the item received was faulty, defective, or incorrect. We recommend using a tracked service for all returns as we cannot be held responsible for items lost or damaged in transit back to us.
Can I return a product I have already used? We accept returns on unused items in their original condition and original packaging only. Items that show signs of use, mounting, installation, or wear are not eligible for return.
How long does it take to receive my refund? Once we receive and inspect your returned item we will process your refund within 14 days. The refund will be issued to your original payment method. Depending on your bank or payment provider, it may take additional business days for the amount to appear in your account.
Do you offer exchanges? We do not offer direct exchanges. To replace a product, return the original item following our return process and place a new order for the replacement.
I received a damaged or incorrect item. What do I do? Contact us at support@pelotonx.store within 48 hours of delivery with your order number and clear photographs of the item and its packaging. We will resolve the issue promptly at no cost to you through a replacement, refund, or store credit.
PRODUCTS
Are your products brand new? Yes. All products sold by Pelotonx are brand new, sourced from established suppliers, and dispatched in their original manufacturer packaging.
Do your products come with a manufacturer warranty? Yes. The products we sell carry the following manufacturer warranties:
- Garmin: 1 year from date of purchase
- Wahoo: 1 year from date of purchase
- Bryton: 1 year from date of purchase
- Favero: 2 years from date of purchase
For full details including what is and is not covered, please see our Warranty Policy.
How do I make a warranty claim? Contact us at support@pelotonx.store with your order number, a description of the fault, and photographs or a short video of the issue. We will assess your claim and direct you to the appropriate resolution — either through Pelotonx directly or through the manufacturer's warranty support channel.
Are your products compatible with my existing setup? Compatibility depends on the specific product and your existing equipment. If you are unsure whether a product is compatible with your sensors, bike computer, or training platform, contact us before purchasing and we will advise you.
Do you sell replacement parts or accessories separately? Our current catalogue focuses on complete devices and bundled accessories. Contact us at support@pelotonx.store if you are looking for a specific item and we will advise on availability.
PAYMENTS
What payment methods do you accept? We accept Visa, Mastercard, American Express, Discover, Diners Club, PayPal, Apple Pay, Google Pay, and Shop Pay.
Is it safe to pay on your website? Yes. Our store is built on Shopify, which is certified to PCI DSS Level 1 — the highest level of payment security certification in the industry. We do not store or access your card details at any point.
What currency do you charge in? All transactions are processed in British Pounds Sterling (GBP). The price displayed at checkout is the final amount charged. If your account is held in a different currency, your bank or payment provider may apply their own conversion rate.
My payment was declined. What should I do? Check that your card details are entered correctly and that your billing address matches the address registered with your bank. If the issue persists, try an alternative payment method or contact your bank directly. A declined payment means no charge has been applied to your account.
Will I receive a receipt? Yes. Your order confirmation email serves as your receipt and proof of purchase. Please retain this email as it will be required for any returns, warranty claims, or support enquiries.
ACCOUNT & PRIVACY
Do I need an account to place an order? No. You can complete your purchase as a guest without creating an account. If you choose to create an account, your order history and details will be saved for future reference.
How do you use my personal data? We use your personal data solely to process your order, arrange delivery, and provide customer support. We do not sell your data to third parties. For full details please see our Privacy Policy.
How do you use cookies? We use cookies to operate our website, remember your preferences, and understand how visitors use our site. For full details please see our Cookies Policy.
How can I request deletion of my personal data? Email us at support@pelotonx.store with the subject line "Data Deletion Request" and we will process your request in accordance with applicable data protection legislation.
CONTACT
How do I get in touch? Email us at support@pelotonx.store. We respond to all enquiries within 24 business hours on business days.
What are your support hours? Our support team is available Monday to Friday, 9:00 AM to 6:00 PM.
I have a complaint. How do I raise it? We take all complaints seriously. Please email support@pelotonx.store with a clear description of your concern and your order number where relevant. We will acknowledge your complaint within 24 business hours and work with you to reach a resolution as quickly as possible.
Contact us
We aim to respond within 24 business hours
Business name: Pelotonx
Email: support@pelotonx.store
Registered address: 1392 Tangier Way, Sarasota, Florida 34239, United States
Returns & warehouse: Contact us at support@pelotonx.store to initiate a return and receive your return address.
Support hours: Monday – Friday, 9:00 AM – 6:00 PM
If you have a question about your order, please include your order number in your message so we can assist you as quickly as possible.