ION Bike FAQ Service


Shipping Information

We offer free shipping for orders over 99.00 USD, fixed rate of 10.00 USD for orders under 99.00 USD. Orders are processed Monday thru Friday and you will receive an order confirmation via email. We process and ship quickly to anywhere in the USA. USA orders will ship promptly from a logistic partner of Boards & More, usually within 1-3 business days of order receipt. You can expect USA shipments to arrive 2-5 business days after leaving our warehouse, depending on your proximity to Southern California. Once your package is shipped, you will receive an email including the tracking number.  

Product FAQ

Please send us a short message via the contact form. We will take care of sending you the replacement hooks.

Unfortunately, we do not offer replacement buckles for sale. If you are within the warranty period, please contact the store where you purchased the MTB backpack. They will then contact the Warranty Department. If you purchased the backpack through our online store, please visit our page for warranty claims.

To get more information about our product development, please contact us via contact form.

Follow the instruction on the label which comes with every product. Alternatively, you can download our care instructions.

All protectors are CE certified. See all certificates here.

For those who look to add extra shin protection with the K-traze pad, we recommend our BD-Socks. In case you ride K-pact/K-pact zip, you are able to make the same shin-knee combo but with the S-pad.

Drinking bladders that are compatible with our Hip Bag Traze Plus 3L can be ordered from our friends from Hydrapak.

Go to Hydrapak


Yes. When you register, you will see an overview of your order transactions under “My orders”. You will find the order number in your order confirmation.

Please send us more information about your operating system and which web browser you are using. We need this information to process your request quickly. In case you are using Internet Explorer, we recommend switching to a modern and secure web browser such as Google Chrome or FireFox.

Because we endeavour to process orders as quickly as possible, they leave our headquarters immediately and unfortunately cannot be cancelled. However, you have 30 days in which you can return your order and we will reimburse you.

Unfortunately, we currently do not offer gift vouchers.

There is no minimum order value, however, there is free delivery for orders above a purchase value of 99USD$.

If your product is temporarily unavailable, you can submit your email address and we will let you know as soon as the product is available again.


Return shipping is at your expense unless ION sent you the wrong item or item is damaged when received.

You have 30 days to return your order without any particular reason. We will reimburse the order value within 14 days.

No, unfortunately that is not possible.

As soon as we receive your package, we will reimburse the order value within 14 days. We will not refund the shipping costs.

Return Shipment

ION's top priority is for you to have an amazing experience! Our desire is for you to love your products and refer others to buy our products. 

Our mutual goal is to act with integrity to work together to make things right. Please contact us if you have questions or concerns. 

  • In the event you wish to return a product you must fill out the return register form to explain the reason for the return and receive a RA number (Return Authorization number). 

  • We will issue refund via the same payment method originally used. 

  • Return shipping is at your expense unless ION sent you the wrong item or item is damaged when received.

  • If you desire a different item, place a new order online. Exchanges are not available through our returns department. 

  • Only items purchased from our official webshop are eligible for return. If you purchased your product elsewhere, please contact them for their policies. 


You have ordered a product directly from our online store, the return period of 30 days has expired and you have found a defect in the product that definitely should not be?

Then please send us an email to with the subject "GUARANTEE CASE" and please describe the defect and attach 3 pictures. The first picture should show the broken product in full size. The second picture should show the defect in detail and if the product has QC labels, please photograph them as well and attach them to the eMail.


IMPORTANT: If you are within the 30 day return period, please use this link. If you purchased the product from one of our local retailers, please contact your retailer.

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