Community Update

During the COVID19 pandemic, Mongoose remains dedicated to the health and safety of our employees and our valued customers. Cycling is a great way to stay active while practicing social distancing. If you decide to ride outdoors, we encourage you to visit the CDC site to take the necessary precautions to protect yourself and others during this time. With this in mind, we’ve also added a few FAQs brought on by this topic:

When can I expect a response from customer support?

Mongoose has experienced a substantial increase in bicycle and scooter demand with hundreds of additional customer service inquires each day. As a result, we are currently experiencing delays in customer support responses, which can range from 5-7 business days. Our goal is always to provide exemplary support and service to all Mongoose customers, but we ask for your patience and understanding during this time.

For the quickest response, please email customerservice@mongoose.com. Be sure to include the brand name, model number/date code, when and where the product was purchased, and any other details related to your question.  We also encourage you to check out our FAQ page for questions that are not related to a specific product.

We’re grateful for your continued support and we apologize for any inconvenience caused by the delays. Thank you!

Can I continue to place orders? 

Yes, we will remain open 24/7 online at mongoose.com.

Will my order arrive on time? 

Our carrying partners FedEx and UPS have made changes to their services to safely deliver your orders to your door. There may be some delays due to these changes. If you need any assistance with tracking your order, please contact our Customer Service team.

Can I still return or exchange items? 

You will still be able to return your order (in new, unridden condition) within 30 days for a full refund, minus the cost of shipping.

Can I still cancel or edit my order? 

Yes, if you have placed an order, we may be able to cancel the order if we receive the cancellation within a 60-minute window of order processing. Please give us a call as soon as you have made the decision that you no longer want the order. Contact us with any order cancellations at 877-741-6154. The order can be canceled for a full refund. However, if the bicycle has shipped out from Mongoose and needs to be shipped back, it will be treated as a return. Return shipping costs will be deducted from the refund, and the refund payment will be made once the bicycle and/or accessories arrive at the Mongoose warehouse.

Why did my order get canceled? 

Occasionally, all or part of an order will be canceled. Order canceling usually occurs because of one of the following reasons:

  • Out of stock items
  • Problems with processing payment information
  • Problems with a shipping address
  • Duplicate orders

If your order is canceled, you’ll receive an email explaining the details. You won’t be billed for any canceled items.

Mongoose.com will remain open for business, and we'll continue to be here for 'Goose fans with two-wheeled products available to buy online, and the support you need to get out and ride during this time.

If you have questions on exchanging or returning an existing purchase, you can find more details on our FAQ page.

Stay rad.