FAQs

Frequently Asked Questions

COVID 19 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:

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.

How do you determine warranty vs. non-warranty?

We offer limited, but reasonable warranty coverage on “Normal Wear” parts that are defective from the factory. In other words, anything that fails or breaks as the result of a manufacturer's defect. Please refer to your owner’s manual for the complete terms of warranty.

Let’s define reasonable. Bicycles are sometimes subjected to considerably more stress than they were designed for. In some cases, they're ridden in ways that push the envelope of their capabilities, and or the riders' for that matter. As with all cycling sports, an element of discretion is an absolute must. Those failing to exercise good discretion commit to the risks associated in failing to do so.

If you’re going to put unnecessary stress on “any” machine, things are going to break prematurely. Therefore, you should be as equally enthusiastic about ‘fixing stuff’ as you were about breaking it.

The manufacturer's limited warranty will not cover accidents, impact, abuse, misuse, neglect, ordinary wear and tear, anything you break accidentally or deliberately, stunting, jumping, improper assembly, improper maintenance, theft, or ride with more than one person.

What is the difference between abuse and a defect? We’ve been in bicycle industry for a very long time, and when you invest this many hours into design, repairs, and modifications, it becomes easier to recognize the difference between a defective part, and a machine that’s had the living daylights beaten out of it.

Thinking of modifying anything? Any modifications made to your bicycle will void the warranty. Can you imagine trying to warranty bikes that people have modified? Please don’t, or if you must, do so when the warranty runs out.

Defective parts? You may return defective parts at your expense and we’ll send you a replacement part at our expense. Depending on the seriousness of the failure, we may ask for a picture of the part(s) in question, and to also verify warranty information. Once the warranty claim is approved, we’ll send the replacement part(s).  If the required part(s) are not in stock and must be ordered, an estimated delivery time will be given.  We reserve the right to make substitutions of equal or greater value at our sole discretion. 

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How to file a warranty claim

With today's technology, the fastest way to file a warranty claim is to take a digital photo of your bike and broken part and email it to us at customerservice@mongoose.com. Please include your name, address, phone number, model number, date code, date & place of purchase with a brief description of the incident. We'll review your photos and see if we can determine the cause or nature of the problem. If we can, we'll make a decision on your claim. If we can't tell from the photos, then we'll ask you to send the affected part in. Please refer to your owner's manual for complete details on filing a warranty claim

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How to purchase replacement parts

Call us to purchase parts - you'll need a major credit card and must be 18 or older.


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How can I get a donation?

Thanks for thinking of us! Unfortunately, due to the large number of requests for donations that we receive, there is only a small percentage that we're able to help with. If you'd like to submit your proposal for consideration, please fill out the following Donation Request Form.

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How do I find the size of my bike?

You can find out your frame size by measuring the seat tube - start in the center of the crank and measure to the top of the seat tube (do not measure the seat post or seat).  

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Where do I find the model or serial number of my bicycle?

The serial number is engraved into the metal frame of bicycles.  The model number and date code can be found on a gray service sticker in the same general area 

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How do I register a product?

Click the following to fill out our web form on the Product Registration page or send in the registration page from your owner's manual.

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Where can I get a manual?

You can all owner's manuals on our Product Manuals page.  If, however, you would like a hard copy, please submit your mailing address to the e-mail contact at the top of this page.  Please be aware, however, that our manuals only provide basic safety and operational information, and are not intended to be a comprehensive service manual or specific to any one model of bike. 

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How do I fix a flat tire?

If you're attempting to fix the flat yourself you will need an adjustable wrench, tire levers (set of three), and replacement inner tube. In this example, we're going to walk you through changing a Mountain bike tire.

Tire and tube removal

  1. Shift the chain to the outermost gear combination. This will place the chain on the smallest rear sprocket and largest front chain ring.
  2. Use an adjustable wrench to loosen the rear wheel axle nuts. Newer models may feature an axle skewer with a quick-release. In this instance, no tools are required-simply open the release arm and loosen the nut on the other end.
  3. Elevate the rear wheel, and push it from behind to dislodge the axle from the frame. Remove the wheel from the bicycle.
  4. Insert the flat end of a tire lever beneath the bead of the tire and wrap the opposite, hooked end onto the nearest spoke. Be sure and work opposite the valve stem. The stem will be the last portion of inner tube removed from the wheel.
  5. Insert a second tire lever beside the first lever, mirroring Step 4.
  6. Insert the third, and final, lever on either side of the above pair, and slowly rotate the lever around the circumference of the tire bead. The first two levers will probably drop away from the tire. This is fine.
  7. Reach inside the tire, opposite the valve, and remove the inner tube from the tire. Again, the valve stem will be the last portion of the tube removed. Simply pull this from the hole in the rim.

Inner tube installation

  1. Remove the cap from the valve on the replacement inner tube. With your mouth, blow air into the valve. This will give the tube a little bit of shape, making installation easier.
  2. Insert the valve stem through the hole in the rim, and gradually work the tube onto the rim.
  3. Use your thumbs to fold the tire bead back onto the rim. Once the bead is in place, inspect the tire to make sure there is no inner tube showing anywhere.
  4. Inflate the tire at or slightly below the recommended PSI (pounds per square inch). The recommended PSI will be printed on the sidewall of the tire.
  5. Screw the valve stem cap onto the valve and insert the wheel back onto the bicycle. Check that the axle is firmly seated in the frame.
  6. Tighten each of the axle nuts. Alternatively (for bikes with quick-release skewers) tighten.

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How do I become a dealer?

For information about becoming a Mongoose dealer in the US, please contact us at (800) 626-2811.

If you’re interested in becoming an international distributor, please contact our international sales manager Jorge Pereira at the information below: 

Jorge F. Pereira
International Sales Operations Manager
jpereira@pacific-cycle.com
Direct : + 1 (608) 268 8336
4902 Hammersley Rd. Madison WI 53711

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