FAQ

Does Velocare cover labor cost on parts replaced under manufacturer's warranty?

No, labor on parts covered by manufacturer's warranty must be covered by the bicycle owner. Velocare will cover labor on parts that are out of manufacturer's warranty and are covered by Velocare.

How do I make a claim for service?

Prior to taking your bike to a service center (a bike shop), call our claim service center at 800-622-1100 (Business hours: M-F 8:00 AM - 6:00 PM EST/EDT) to verify coverage and receive work authorization number. If you need help selecting a service location, you can ask a customer service...

What happens if I want to cancel my Velocare plan?

Call your Velocare representative at 760.313.3392 and request cancellation.

I want to upgrade the part that wore out, how do I go about that?

Velocare will provide reimbursement value equivalent to the original worn out part. Any upgrades and extended cost must be worked out with your authorized Velocare dealer.

Can I get my bike serviced at any Velocare location or just the dealer I purchased it from?

The bike can be serviced by any Velocare service location, however, if the plan owner is in an area where there is no Velocare dealers, we can make arrangements to get your bike fixed by a local shop.

What isn't covered by my Velocare policy?

Velocare does not cover any claims within the first 90 days of ownership. Also no claims may be made on issues due to accidental damage or lack of maintenance. Also not covered are tires, tubes, brake pads, batteries, and other consumables. Frames are always covered by the manufacturer warranty.

Is a Velocare policy transferable with the bike?

Yes, the purchaser has 15 days to register with BWG as the new owner of the bicycle.

Will Velocare cover labor on manufacturer warranty parts if the part has a greater than 90 day warranty plan?

If the part is replaced under the manufacturer's warranty Velocare does not cover labor.

Can I purchase Velocare for a bike I already own?

Yes. You may purchase a Velocare policy on any bike as long as it was purchased new within the last 30 days. Show your receipt to any Velocare dealer for proof.