Question 1

How can I contact BTO Sports?

Accepted Answer

You can email us at cs@BTOsports.com, by phone 1-805-777-7601. Business Hours: 9:00 am - 5:00 pm (PST) Monday - Friday

Question 2

Estimated Shipping and Transit Times

Accepted Answer

At BTO Sports, we strive to ensure your orders arrive quickly and efficiently. Below is an overview of estimated transit times once your order leaves our facility:

1 Day	1 Day*
2 Days	3 Days
4-5 Days	-

*Rural areas may require an additional transit day.
Free fast shipping is available on orders over $85 to the contiguous USA only.

Need Faster Shipping?

We understand that sometimes you need your package sooner than anticipated. Unlike others, we don’t upsell you on faster shipping options automatically. We’re happy to explore various shipment methods to get your package delivered when you need it. Simply contact our sales staff at cs@btosports.com or call us at 1-(888)-613-3393, and we’ll help you find the best solution.

Shipping Address Accuracy

Please double-check your shipping address during checkout to ensure accuracy and completeness. Incorrect or incomplete addresses may result in failed deliveries and "Return to Sender" (RTS) fees, which will be passed on to the customer if charged by the carrier. Your attention to detail helps avoid delays and unnecessary costs.

Important Notes

Free Shipping: Applies to orders over $85 within the contiguous USA. Affordable rates are available for Hawaii, Alaska, and Puerto Rico.
Ground Shipping Only: OEM parts, chemicals, and oversized items (like single tires and ramps) ship via ground services only.
Most Orders Ship Complete: We typically wait until all items are ready before shipping your order.

Processing Time

Orders are processed within 24 hours, with most being processed on the same business day. Occasionally, we may need to verify shipping or payment information to protect against fraud, which may cause slight delays.

Item Availability

The availability status of items on our website reflects real-time stock or nearby warehouse availability. While many items are in stock, some may require sourcing from other warehouses. If additional processing time is required, you’ll be notified of the expected ship date by your salesperson.

Drop Shipping

To expedite delivery, certain items qualify for drop shipping. This means your order may ship directly from one of our nationwide warehouses. You’ll be informed if any items in your order qualify for this method.

Shipping Protection

For added peace of mind, we offer optional shipping protection through Corso. This ensures that if your order is lost, damaged, or stolen, their expert team will help replace or refund your purchase. Claims are reviewed within 1-2 business days. To file a claim, click here.

Transit Times

We work with OnTrac and FedEx to provide the fastest shipping possible. Refer to the estimated transit times above for more information.

For any further assistance, feel free to reach out to our customer service team at cs@btosports.com or 1-(888)-613-3393. Thank you for choosing BTO Sports!

Question 3

Return and Exchange Policy

Accepted Answer

We want you to be satisfied with your purchase! Returns and exchanges are accepted for unworn, unwashed items within 30 days of purchase for U.S. customers. Please review the details below:

Return and Refund Guidelines:

Original shipping costs are non-refundable.
Refunds will be issued to your original payment method.
Items purchased with store credit will be refunded as store credit only.
To process a return, use the prepaid return label provided during your request and ship the item via the designated carrier.
A $7.99 label fee will be deducted from your refund.

Exchange Policy:

Exchanges are available for the same item in a different size only.
When requesting an exchange, a prepaid return label will be provided, and no label fee will be deducted.

Final Sale and Non-Returnable Items:

Items marked as final sale (including products discounted 50% or more) cannot be returned or exchanged. This will be noted on product pages, your order summary, and confirmation email.
Non-returnable items include OEM parts, flash sale/closeout items, face masks, and customized products (e.g., custom jersey prints).

Damaged Items:

If your item is damaged upon arrival, please contact us at cs@btosports.com so our Customer Care team can assist you.

If you have any questions or need help with your return or exchange, feel free to reach out—we’re here to help!

Question 4

What do I do if my item has any damages or defects when I receive it?

Accepted Answer

Please email cs@btosports.com the following information so our Customer Care team can help:

1. Photo of the tag for sizing
2. Photo of the front of the item for identification
3. Photo of the damage
4. Your order number

If you have purchased Corso Shipping Protection, please file your claim here.

Question 5

Can I cancel my order?

Accepted Answer

Once an order has been shipped, we are unable to cancel it.

If your order hasn't shipped yet, canceling it can be challenging because of the high volume of orders processed daily. As soon as an order is placed, it goes directly to our warehouse, making it difficult to intercept.

We still want to assist you as best as we can. If you have any questions or need help, please email cs@btosports.com.

Question 6

How do I know which size will fit me best?

Accepted Answer

Determining the best size can vary between the different brands we carry. To ensure the best fit, please review the size guides available on each product page. These guides offer detailed measurements and recommendations for each brand.

If you need further assistance or have any questions, feel free to contact us at cs@btosports.com, and we’ll be happy to help!

Question 7

Why isn't my discount code working?

Accepted Answer

If your discount code isn’t working, please take a moment to check if it has expired and review the conditions below:

Discount codes can only be used once and cannot be reactivated if an order is returned.
Discounts cannot be combined with other promotions or discount codes.
If your order's subtotal is less than the discount value, the remaining balance will not carry over.
Discount codes must be applied at checkout and cannot be retroactively added.
Discount codes are not valid during site-wide sales.
Additional taxes or shipping fees may apply.
Rewards coupons only apply items that have not been previously marked down.

If you have any questions or need further assistance, feel free to reach out to us at cs@btosports.com—we’re here to help!

Question 8

Do you have a holiday shipping cutoff date?

Accepted Answer

To ensure your order arrives in time for the holidays, we suggest placing your order by December 9th for standard shipping. If you opt for express shipping, please aim to order by December 16th.

Keep in mind that orders placed after these dates may not arrive before December 25th. While we strive to meet shipping timelines, please note that they are not guaranteed. Rest assured, we’re committed to processing your holiday orders as quickly as possible!

Question 9

What is a BTO Sports Mystery Box?

Accepted Answer

A BTO Sports Mystery Box is an exciting, limited-time offering available only a few times a year. Each Mystery Box is filled with a variety of randomly selected gear items tailored to the specific box you choose.

Keep in mind that since the items are chosen at random, your Mystery Box may include products in different fits (regular, relaxed, and oversized) and unisex styles!

Question 10

How do I change the email address or name on my account?

Accepted Answer

For help with updating the email address or name associated with your account, please don’t hesitate to reach out to us at cs@btosports.com. Our team is here to assist you and ensure everything is just right!

Question 11

Contact Us

Accepted Answer

Our BTO Sports Customer Care team is ready to assist you! We're available Monday through Friday from 9 AM to 5 PM PST, and you can typically expect a response within 1 business day.

BTO Expert Help

1-805-777-7601 - USA & International

1-888-613-3393 - Toll Free

1-805-777-7201 - Fax

Feel free to reach out to us at cs@btosports.com, and we’ll be more than happy to help you with any questions or concerns!

Question 12

Using Sezzle at BTO Sports

Accepted Answer

What is Sezzle?

Sezzle is a payment solution that allows you to break your purchase into four interest-free payments over six weeks. When you choose Sezzle at checkout, you can get your items now and pay over time without any additional fees, as long as payments are made on time.

How to Use Sezzle at Checkout

Add your desired items to your cart on the BTO Sports website.
Proceed to checkout.
Select Sezzle as your payment method.
Log in to your Sezzle account or create a new one if you don’t have an account.
Follow the prompts to complete your order.
Sezzle will take the first payment at the time of purchase and automatically schedule the next three payments.

Sezzle Eligibility Requirements

To use Sezzle, you must:

Be at least 18 years old (19 in Alabama or if you’re a ward of the state).
Have a valid email address and U.S. or Canadian phone number.
Have a non-prepaid debit or credit card.

Please note that Sezzle performs a soft credit check to ensure eligibility, but this does not affect your credit score.

Managing Your Sezzle Payments

You can view your payment schedule and make early payments by logging into your Sezzle account.
Sezzle will send reminders via email or SMS before your payment is due.
If a payment fails, Sezzle may charge a fee and pause your account until the payment is resolved.

Returns and Refunds for Sezzle Orders

If you need to return an item purchased with Sezzle:

Follow BTO Sports' standard return policy.
Once your return is processed and approved, we will notify Sezzle to update your payment plan or issue a refund.
Refunds will go back to the original payment method you used for Sezzle.

Refund timelines depend on Sezzle and your financial institution.

Sezzle Support

If you experience any issues with your Sezzle account or payments, please contact Sezzle directly:

Website: https://sezzle.com
Phone: 1-888-540-1867
Email: support@sezzle.com

For order-related inquiries, BTO Sports is here to help! Reach out to our Customer Experience Team at cs@btosports.com.

FAQs About Sezzle

Is Sezzle completely free to use? Yes, Sezzle is interest-free as long as payments are made on time. Late payments may incur a fee.
Can I pay off my installments early? Absolutely! Log into your Sezzle account to pay early without penalties.
Why was my Sezzle transaction declined? Common reasons include insufficient funds, exceeding Sezzle’s spending limit, or incorrect account details. Contact Sezzle support for assistance.
Can I use Sezzle for international orders? Sezzle is currently available for customers in the U.S. and Canada.

Question 13

How can I pay for my international order?

Accepted Answer

BTO Sports is unable to send any order C.O.D. on international orders. Payment due must be received by Visa, MasterCard, American Express, Discover, wire transfers or paypal in U.S. funds at time of placing order. For details for wire transfers or using paypal please email cs@BTOsports.com Your order will be shipped once payment has been received. *We reserve the right to cancel any credit card order and request payment in advance. A copy of identification may be required to process your order.

Question 14

Guide for International Customers

Accepted Answer

Welcome to BTO Sports! This page is designed to provide valuable information for our international customers, including order status, shipping options, tracking details, transit times, and more.

International Shipping Rates and Delivery Times

Available Shipping Methods:

Priority Airmail International
- Transit Time: 8-20 business days
- Shipping calculated at checkout
USPS Express Mail (EMS)
- Transit Time: 2-5 business days
- Shipping calculated at checkout
UPS Worldwide Express Saver
- Transit Time: 2-5 business days
- Shipping calculated at checkout

Suspended Services

Due to recent carrier notices, services to the following countries are temporarily suspended:

Russia
Ukraine
Brazil

Tax ID Requirements for Chile, Peru, and Brazil

To comply with new postal regulations, shipments to Chile, Peru, and Brazil must include the recipient’s Tax ID on all accounts, packing slips, and paperwork. Without this information, packages cannot be delivered.

Chile: RUT (Rol Único Tributario) - 9 digits
Peru: RUC (Registro Único del Contribuyente) - 11 digits
Brazil: CPF (Cadastro de Pessoas Físicas) - 11 digits

How to Provide This Information:
Include your Tax ID in the "Special Instructions" field during checkout.

Oversized Item Shipping Surcharges

Certain oversized items require additional shipping fees:

Item	Surcharge
Wheeled Gearbags	$80.00
Rims (each)	$20.00
Complete Wheels (each)	$45.00
Bike Stands/Ramps	$50.00
2-Stroke Head Pipe	$30.00
4-Stroke Muffler	$40.00
Complete Plastic Kit	$40.00
Motocross Boots ($250 and up)	$10.00
Helmets ($250 and up)	$10.00
Motocross Boots (below $250)	$10.00
Helmets (below $250)	$10.00

Important Information

Before Shipment:

Prices are displayed in U.S. Dollars unless otherwise stated.
International orders may undergo a 2-3 day credit card verification for security purposes.
Business days are Monday-Friday (weekends are excluded).
Shipping times are estimates for transit after your order leaves our warehouse.
Orders are shipped when all items are ready. Some items may take 1-3 days to gather from distributor warehouses. Occasionally, this can take up to 5 business days.

Real-Time Inventory Updates:

Our "Live Inventory" system ensures the items listed as "Available" are either in stock or readily accessible from one of our supplier warehouses.

Tracking Your Order

For Customers with a BTO Sports Account:

Log into your account and go to Order History & Tracking to view the status of your order. Tracking information will be updated once your order ships.

For Guests:

Use the Track Your Order link in our Help Center. Enter your order number to view the tracking status. If no tracking is available, your order may not have shipped yet. Contact us for updates.

Tracking Tips:

USPS tracking may take 48 hours to update after the package is checked into the system.
USPS shipping methods generally take longer than UPS services.
UPS tracking updates consistently and begins the evening the order is picked up.

International Customs and Fees

All international orders ship with an original invoice displaying the full purchase amount.
Be aware of import taxes or duties in your country. These fees are your responsibility.
If you refuse delivery to avoid paying duties, we cannot issue a refund.

For further assistance, contact us at cs@btosports.com or call 1-805-777-7601. We’re here to help!

Question 15

Warranty

Accepted Answer

Download Return/Warranty Form

Warranty Return Policy

BTO Sports does not offer any type of direct warranty on products. All warranty goes directly to the manufacturers. Our returns department will assist with the warranty process. Prior to sending back any warranty item please contact our returns specialist at cs@btosports.com or by phone at 1-805-777-7601. Our returns specialist will require pictures of the defective products as well as a statement from the customer regarding the condition of the defects.

Warranty Process

Contact our returns specialist about your warranty at cs@btosports.com or call 1-805-777-7601
Once our returns specialist receives required information, they will contact the manufacturer to get a RA (Returns Authorization) number. Once the number is received, our returns specialist will contact you and send a call tag providing free shipping for the defective products.
Upon receiving the product, a replacement will be sent back to the customer free of charge.

Contact Information

Email

cs@btosports.com

Telephone

1-805-777-7601 - Local and International Calls
Business Hours: 9:00 am - 5:00 pm (PST) Monday - Friday
Click Here for International Calling Codes

Fax

1-805-777-7201

Mail

BTO Sports
600 Via Alondra
Camarilla, CA 93012
USA

Question 16

What is your warranty policy?

Accepted Answer

BTO Sports does not provide direct warranties on products; all warranties are handled by the manufacturers. Our returns department is here to assist with the warranty process.

Before sending back any warranty item, please contact our returns specialist at returns@btosports.com or call 1-805-777-7601.

Our specialist will need photos of the defective products and a statement from you describing the defects.

Question 17

Can I edit my order?

Accepted Answer

Unfortunately, once an order has been placed, we're unable to make changes to the products, sizes, colors, or quantities.

However, if your order hasn't shipped yet, we might be able to cancel it, allowing you to place a new order with the correct items. We understand that mistakes happen, and we're here to help make things right.

Please reach out to us at cs@btosports.com, and we'll do our best to assist you with your request!

Question 18

Where can I find the care instructions for products?

Accepted Answer

Care instructions are typically found on the wash tags of our items to ensure you have the best information for maintaining your gear.

For custom jerseys:

Always wash on the gentle cycle using cold water.
Opt for a delicate soap to preserve the fabric.
Hang your jersey to dry instead of using the dryer to avoid any potential damage.

If you can't locate the care instructions or have any questions, please don’t hesitate to reach out to us at cs@btosports.com. Our team is here to provide you with the information you need to keep your items in the best condition possible!

Question 19

I forgot to apply my discount code, can I apply it after my order has been placed?

Accepted Answer

Unfortunately, we cannot apply discount codes after an order has been placed.

For more information on discount code conditions and to troubleshoot any issues, please check out our section on "Why isn't my discount code working?"

Question 20

What is your holiday return policy?

Accepted Answer

During the holiday season, we provide an extended return and exchange window for orders placed from November 1st onward.

If you make a purchase between November 1st and December 15th, you can return or exchange your items until January 15th.

Before initiating your return or exchange, please review our full returns and exchange policy to ensure a smooth process.

Question 21

When can I expect my Mystery Box to ship?

Accepted Answer

Typically, we process orders within 1-2 business days. However, due to the high demand for Mystery Boxes, it may take up to 5 business days to fulfill and ship your order.

For more details on shipping and delivery timelines, please check our “Shipping & Tracking” section.

If you have any questions about your order status, feel free to reach out to us at cs@btosports.com, and we’ll be glad to assist you!

Question 22

How do I reset my password?

Accepted Answer

To reset your password, simply go to the login page and click on the "Forgot your Password?" link located beneath the login box.

If you're unable to reset your password, it may be because you don't have an account with us yet! In that case, please create an account, and then you'll be able to log in.

If you continue to experience issues, feel free to email cs@btosports.com, and one of our Customer Care representatives will be glad to assist you!

Question 23

Does someone speak a different language at BTO Sports?

Accepted Answer

Sorry all of our operators only speak English. Some of our information pages are translated into other languages, however if you need further assistance our customers have found this website useful when emailing us at cs@BTOsports.com - Google Translate

Question 24

Shipping Information

Accepted Answer

At BTO Sports, we strive to process and ship all orders within 1-2 business days after they are placed. During peak seasons, please allow up to 5 business days for us to prepare and ship your order.

Once your order is shipped, delivery times vary based on your selected shipping method:

Economy Delivery: Typically arrives within 5-8 business days.
Standard Delivery: Expected delivery within 3-5 business days.
International Delivery: May take up to 4 weeks, depending on the destination and customs processes.

Have questions about your order? Feel free to reach out to our Customer Care team at cs@btosports.com—we’re here to help!

Question 25

How do I make a return or exchange?

Accepted Answer

To initiate a return or exchange, please visit our Returns Portal and follow the instructions provided. Ensure the item meets our return/exchange criteria listed on the portal. If you have any questions or need further assistance, feel free to contact cs@btosports.com or call 1-805-777-7601.

Please ensure you read through our returns policy before beginning your return or exchange request. If you have any difficulties, please email our Customer Care team at cs@btosports.com and we would be happy to help!

Question 26

How do I submit a warranty claim?

Accepted Answer

To submit a warranty claim, please follow these steps:

Contact Us: Reach out to our returns specialist at returns@btosports.com or call 1-805-777-7601.

1. Provide Information: Be prepared to provide detailed information, including photos of the defective product and a description of the issue. This helps us understand the problem and communicate effectively with the manufacturer.

2. Authorization Process: Our returns specialist will contact the manufacturer to obtain a Return Authorization (RA) number. Please note that this process can take some time, depending on the manufacturer's policies.

3. Return Instructions: Once we receive the RA number, our returns specialist will contact you with further instructions. We will send a prepaid call tag to cover the shipping costs for the defective product.

4. Inspection and Replacement: Upon receiving and inspecting the returned product, a replacement will be sent to you free of charge if the claim is approved by the manufacturer. If the claim is not approved, we will inform you of the manufacturer's decision.

Please ensure you follow these steps to avoid any delays or issues with your warranty claim. If you have any questions during the process, feel free to contact our returns specialist for assistance.

Question 27

Why haven't I received an order confirmation email yet?

Accepted Answer

If you don’t see your order confirmation in your regular inbox, we recommend checking your junk and spam folders, as these important emails can sometimes get directed there by mistake.

If you’ve searched through all your folders and still can’t find it, don’t worry! Please reach out to us at cs@btosports.com, and one of our friendly Customer Care agents will gladly help you track it down. We’re here to ensure you have a smooth experience with us!

Question 28

How do I know if or when a specific product will be restocked?

Accepted Answer

We can't always guarantee if or when an item will be restocked, but you can sign up for a restock notification. If the item becomes available again, we'll send you an email to let you know! Please note that if it is not a current year model, it is unlikely that the item will be restocked.

Question 29

How do I buy a gift card?

Accepted Answer

You can purchase our E-gift codes directly on our website by clicking here - Purchase gift codes.

Please keep in mind that these codes are delivered electronically via email, so no physical card or code will be sent by mail.

If you're buying the gift code for someone else, you can enter their email address as the recipient, and it will be sent to them directly!

Question 30

Do you offer gift receipts and gift wrapping/notes?

Accepted Answer

No, we don’t offer gift wrapping, notes, or gift receipts at this time. By forgoing these extras, we’re able to reduce material use and minimize our environmental impact, making our processes more sustainable.

Question 31

Can I return items from my Mystery Box if I don't like them?

Accepted Answer

Mystery Boxes are considered final sale, as specified on the product page. This means that returns or exchanges for items inside your Mystery Box are not permitted.

If you find something you don’t need, why not pass it on as a gift or donate it to a local charity? It’s a great way to share the love!

Question 32

Can I merge two accounts?

Accepted Answer

We cannot combine two customer accounts at this moment.

If you’d like assistance with moving your reward point balance to a new account, feel free to reach out to us at cs@btosports.com. We’re happy to help!

Just a heads-up: we’re unable to carry over your previous tier level to the new account.

Question 33

What about backorders?

Accepted Answer

Sorry, we cannot backorder any item on international orders; you will be able to reorder your item(s) at a later date.

Question 34

Tracking Updates

Accepted Answer

Please note that it may take up to 72 hours for tracking information to appear after your order has been shipped. This delay is normal as carriers update their systems.

If your tracking details have not been updated after 72 hours, don’t hesitate to contact our Customer Care team at cs@btosports.com. We’ll be happy to investigate the issue and provide assistance!

Question 35

What is your international returns policy?

Accepted Answer

We do not offer return shipping labels for any international orders outside of the US at this time. However, we can assist you with a return for refund using your own label!

Please email us at cs@btosports.com and our Customer Care team would be happy to provide you with the required information for beginning your international return.

Please note that we do not offer exchanges for international orders, only returns for refund. All original shipping costs and any applicable duties or import fees are non-refundable.

Question 36

Do you have an in-house repair program or replacement parts you can send me?

Accepted Answer

We currently do not offer an in-house repair program. However, we can assist with damages or defects for items within 6 months of purchase.

We usually have replacement parts such as boot clips, helmet pads, and bolts available to help keep your gear in top shape.

Please contact us at cs@btosports.com with your request, and we'll be happy to assist you.

Question 37

What do I do if an item was missing from my order that was delivered?

Accepted Answer

Occasionally, due to inventory discrepancies or other factors, your order may be shipped in separate packages. We do our best to notify our customers as soon as we identify this issue, so don’t forget to check your order status page for multiple tracking numbers.

If you’ve received a partial shipment and haven’t received communication from us, please don’t hesitate to contact cs@btosports.com. Our Customer Care team is here to help!

If there are any missing items, it’s important to let us know within 30 days of delivery so we can resolve the issue quickly.

Question 38

Where can I try on your products?

Accepted Answer

You can try on our products at our headquarters located at 600 Via Alondra in Camarillo, CA. However, please note that we have warehouses all over the United States and cannot guarantee that an item available on our website will be in stock at our headquarters.

We recommend calling us before you visit to confirm that we have the specific item you wish to try on. Feel free to reach out to us at 1-805-777-7601 for assistance.

Question 39

How can I check the balance of my E-Gift Code?

Accepted Answer

Please reach out to us at cs@btosports.com, and one of our Customer Care agents will be happy to assist you!

Question 40

I ordered the wrong size Mystery Box, can I exchange it for a different one?

Accepted Answer

All Mystery Boxes are final sale, as noted on the product pages. Please double-check your cart and choose the correct size before completing your order.

Since these items are final sale, we cannot accept any returns or exchanges for Mystery Boxes.

Question 41

How do I unsubscribe from your mailing list?

Accepted Answer

You can find an unsubscribe link at the bottom of all our marketing emails. Just scroll down and click on the "Unsubscribe" link to opt out.

If you’d need further assistance, please email us at cs@btosports.com with your details, and we’ll be glad to help!

Question 42

What is the procedure for returning parts?

Accepted Answer

On any orders returned from outside of the U.S.A., please mark clearly on the outside of the carton: "CONTENTS - RETURN GOODS OF U.S. ORIGIN".

Question 43

Can I Change My Shipping Address?

Accepted Answer

At BTO Sports, we process orders quickly to ensure fast shipping. Once an order has been shipped, we’re unable to change the shipping address or reroute the package.

To avoid any issues, please double-check your shipping address at checkout to ensure accuracy.

If you have any questions or need assistance, feel free to contact our Customer Care team at cs@btosports.com—we’re here to help!

Question 44

How long will it take to receive my refund?

Accepted Answer

Please allow up to 10 business days for your refund to be processed back to your original payment method, as different payment methods may have varying processing times. Our returns team typically takes 3-5 business days to inspect and process returns in our warehouse once they are delivered.

If you haven't received your refund within 10 business days after your return has been processed by our warehouse, please contact us at cs@btosports.com, and we'll gladly investigate further for you.

Question 45

Are you able to add my additional logos to custom jersey prints?

Accepted Answer

Unfortunately, we cannot add additional logos to custom jersey prints due to copyright issues with using other companies' logos. However, we are proud to offer the (optional) BTO Sports logo on all our custom jerseys, ensuring a high-quality and stylish finish.

If you have any other customization needs or questions, please feel free to reach out to us at cs@btosports.com, and we'll be happy to assist you!

Question 46

Do you provide price matching on orders placed before or after a sale?

Accepted Answer

Sale prices are valid only for orders placed during the designated sale period. Unfortunately, we can't apply sale prices to orders made before or after the promotion.

To stay informed about future sales, be sure to subscribe to our newsletter for updates!

Question 47

Can I use a discount code on my Mystery Box order?

Accepted Answer

Since our Mystery Boxes are already significantly discounted, discount codes cannot be applied to any Mystery Box orders.

If you have any questions or need assistance, don't hesitate to reach out to us at support@tentree.com. Our Customer Care team is here to help!

Question 48

How secure is btosports.com?

Accepted Answer

Your security at BTOsports.com BTO goes through great lengths to keep your information safe and private. All credit card transactions occur in a secure area of our site so you are completely protected. BTO is accredited by Bizrate, the Better Business Bureau, McAfee Secure Software, and is a verified Authorize.net merchant. You can purchase on-line with complete confidence.

BTOsports.com displays the Control Scan Secure Site Seal The seal is displayed on our homepage to assure our customers that the BTOsports.com site is authentic and that all orders are secured by SSL encryption. We use the highest level of encryption during data transfers.

Question 49

Rider Support Rules and Regulations

Accepted Answer

The Rider Support Rules and Regulations Policy explains what you can and cannot do and is disclosed by BTO Sports, Inc. We may change this Policy from time to time. If we make changes, we will notify you by revising the date at the top of the policy and, in some cases, we may provide you with additional notice (such as adding a statement to our homepage or sending you a notification). We encourage you to review the Privacy Policy regularly to stay informed about our information practices

and the choices available to you.

Eligibility - BTO Sports hand-selects each rider based on certain criteria.

You must be an active rider in a racing series.
You must have a current and up-to-date deck.
You must be active social media accounts, ie. Facebook, Instagram, and or TikTok.

Entries - All entries are open to everyone, regardless of where you live.
Duration - Support is only offered on a yearly basis and expired at the end of the year. Every year you will need to resubmit your Deck and provide BTO Sports with your active racing series credentials.
Coupon Codes - Coupon code regulations.

Supported riders receive a personal coupon code that is unique to that rider and each code has full traceability.
Supported riders cannot give out coupon codes to anyone else to use.
Supported riders cannot sell coupon codes to online (internet) browser extension companies.
Your personal coupon code has a value of 20% off
Coupon codes do not apply to sale items and reduced-priced items
Coupon codes have a maximum limit of $100 off each purchase at a time.
Friends and Family coupon codes may be available upon request, however, it is not guaranteed.

BTO Sports Logo Placement.

On your first order in the comment section of your order, you must type "Sponsored Rider, Please add sticker packet with my order"
You must have the BTO Sports Logo on your bike and jersey.

Free Jersey Printing.

We offer all our supported riders FREE Jersey Printing with the purchase of jerseys from BTO Sports, Inc.
You cannot send in an old jersey for FREE printing.
Each Free Jersey Printing will have the BTO Sports logo on the front and back of the jersey.
No vulgarity will be allowed on the jersey.

We have ZERO Tolerance for Bullying on and off the track including on social media.
We have ZERO Tolerance for Defamation while you're supported by BTO Sports, Inc.
No illegible, incomplete, forged or altered, or mechanically reproduced, facsimile or photocopied entries will be accepted. Not responsible for lost, late, damaged, or misdirected entries, all of which are void.
By entering, the rider agrees to sign up for our email list.
All information collected through entry into the BTO Sports Rider Support Program will be used in accordance with our Privacy Policy at: www.btosports.com/cs/privacy.

Question 50

Are prices shown in U.S. dollars only?

Accepted Answer

No, you are able to change the currency shown by clicking on the prices listed on our website. Please take note that all orders will be charged in US dollars, and exchange rates fluctuate daily. Our website pricing does not include duties or value-added taxes. These charges are the responsibility of the customer and will be billed to you at or after delivery. For more information on duty rates or import restrictions contact your local customs office.

Question 51

My order says "delivered", but I haven't received it!

Accepted Answer

If your order is marked as "Delivered" in the tracking link but you haven’t received it, please allow up to 24 hours for any possible shipping delays or delivery adjustments.

In the meantime, double-check all entry points around your home, such as porches, side doors, or back doors, where the package might have been placed.

If you still can’t locate your package after 24 hours, please contact our Customer Care team at cs@btosports.com. We’ll be happy to investigate and assist you further!

Question 52

What carriers do you use for return labels?

Accepted Answer

For return labels, we primarily use FedEx for our US customers. If you require a different carrier, please contact us at cs@btosports.com, and we can discuss alternative options to accommodate your specific needs.

Question 53

How do I leave a product review?

Accepted Answer

To share your thoughts on one of our products, simply visit the product page on our website, scroll down to the Reviews section, and click on the "Write a Review" button. We’d love to hear about your experience, and feel free to include photos of your gear in action! Your feedback not only helps us improve but also assists fellow customers in making informed decisions. Thank you for being a valued part of our community!

Question 54

Will BTO Sports ship my order internationally?

Accepted Answer

Yes, BTO Sports ships all over the world on a daily basis.

Question 55

My Order Was Marked as "Return to Sender"—What Should I Do?

Accepted Answer

Orders may be returned to us by the carrier for various reasons, such as:

Incorrect or incomplete address
Multiple unsuccessful delivery attempts
Unclaimed packages

Unfortunately, we are unable to redirect orders once they’ve been marked as "Returned to Sender."

If your tracking shows that your order was returned to us, please contact our Customer Care team at cs@btosports.com for assistance.

Please note: Shipping fees are non-refundable if the carrier returns your package to us. Thank you for your understanding!

Question 56

Is it possible to exchange my item for a different style or color?

Accepted Answer

We are unable to process exchanges for different styles or colors. We can only facilitate exchanges for the same item in a different size. If you wish to exchange for a different style or color, please initiate a return for a refund and then make a new purchase for the desired item on our website.

To initiate a return, please visit our US Returns Page and review our returns/exchange policy before proceeding with your request!

Question 57

How do I know the cost of international Shipping?

Accepted Answer

Simply add the items you want to purchase into your shopping cart. Below the total, you will find a red link which reads "Click Here for Shipping Estimate". Click on that link to enter your postal code and country where the package will be shipping to. Our online calculator will give you an estimated quote along with the shipping options available to your country. Click here to find out more - International Shipping.

Question 58

Can I Pick Up My Order at Your Camarillo Location?

Accepted Answer

Yes, absolutely! We offer a will-call pick-up option at our Camarillo location.

To arrange this:

Select "pick up" option at checkout.
Mention your request in the Special Instructions section during checkout.
Alternatively, you can give us a call to let us know you’d like to pick up your order.

Our team will prepare your order for pick-up and notify you when it’s ready. Feel free to reach out if you have any additional questions!

Question 59

Can I make an exchange for a size that is sold out?

Accepted Answer

We cannot facilitate exchanges for sold-out sizes as we cannot guarantee restocking availability for every product. We suggest initiating a return for a refund and exploring alternative options that better meet your needs.

For detailed guidance on our return/exchange policy, please review the information before initiating your return. Feel free to reach out to us at cs@btosports.com if you have any inquiries!

Question 60

How are shipping rates calculated?

Accepted Answer

Shipping rates are calculated based on actual and dimensional weights. Dimensional weight is determined by using the International Air Transportation Association (IATA) volumetric standard. BTO Sports attempts to keep the package size to a minimum when possible. In some areas UPS has an extended area delivery charge of $20.00 in addition to the normal shipping charge.

Question 61

Can I return items purchased from a retailer?

Accepted Answer

We can only accept returns and exchanges of products that were purchased through our online site.

If you have any questions regarding this, please email cs@btosports.com and we'd be happy to help!

Question 62

Need a currency chart to convert foreign currency?

Accepted Answer

Go to http://www.xe.com/

Question 63

Can i return a hard part?

Accepted Answer

Never a problem with us! When you do business with BTO Sports you can return any non-discontinued, unused item. Items must be returned in the original packaging, and in unused condition in order to receive a refund. To return a product(s), send back the merchandise with a copy of your invoice along with a filled out copy of the Returns Form. On the Returns Form, explain exactly what you want us to do with the product whether it be an exchange or refund.

Please send back the return to:

BTO Sports
Attn: Returns
600 Via Alondra
Camarillo, CA 93012

Question 64

Return and Exchange Policy copy

Accepted Answer

We want you to be satisfied with your purchase! Returns and exchanges are accepted for unworn, unwashed items within 45 days of purchase for U.S. customers. Please review the details below:

Return and Refund Guidelines:

Original shipping costs are non-refundable.
Refunds will be issued to your original payment method.
Items purchased with store credit will be refunded as store credit only.
To process a return, use the prepaid return label provided during your request and ship the item via the designated carrier.
A $7.99 label fee will be deducted from your refund.

Exchange Policy:

Exchanges are available for the same item in a different size only.
When requesting an exchange, a prepaid return label will be provided, and no label fee will be deducted.

Final Sale and Non-Returnable Items:

Items marked as final sale (including products discounted 50% or more) cannot be returned or exchanged. This will be noted on product pages, your order summary, and confirmation email.
Non-returnable items include OEM parts, flash sale/closeout items, face masks, and customized products (e.g., custom jersey prints).

Damaged Items:

If your item is damaged upon arrival, please contact us at cs@btosports.com so our Customer Care team can assist you.

If you have any questions or need help with your return or exchange, feel free to reach out—we’re here to help!

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