Tortec Velocity Hybrid Rear Pannier Rack – Black

A million reasons

Hand Built to Order

We’ve got your back

A phone call away

Warranty

What happens when we receive your order / order tracking

Place Your Oder

Place your order securely through the website or over the phone. Then sit back, relax, and let us do the rest of the work.

Order Confirmation

You’ll receive an email from us confirming that we’ve received your order. If you don’t receive this then get in touch and we’ll confirm.

Parts and Accessory Orders

As long as it’s in stock, any part or accessories (without a bike) are dispatched on the next working day.

Build Schedule

Bike orders are added to the build queue.

Hand built and quality checked

All bike orders are fully assembled and tested by our team of technicians. They’re then quality checked before being dissembled and boxed for shipping.

Dispatch and Tracking

As soon as your bike has been dispatched you’ll receive tracking info from the chosen courier. This will give you an ETA and tracking code, so you can find out the status of your delivery.

Easy Assembly

Your Mango is delivered to your door with complete assembly instructions and all the tools you required for assembly. It should only take 15 minutes from opening the box to riding away.

Customer support

Our customer support team are available 9-5:30 week days to offer any help and advice. You can contact us via email, live chat or over the phone. We’re always happy to talk!

Changing your order

If you’ve placed your order and need to change it for whatever reason please email or call our friendly customer service team. Note: If your order has already been dispatched or if your bike has already been built we cannot make any changes.

Cancelling your order

If for whatever reason you need to cancel your order, we’ll refund the full amount of an accessory/component order provided you notify us within 24hrs of purchase. Standard stock bikes and custom bikes can be cancelled within 48hrs of purchase. If notice is given after these specified times, its likely work will have begun or your order will have already been dispatched. If this is the case and the bike parts have already been picked and allocated then a £25 restocking fee will be incurred. If work hasn’t begun or your order is still in our warehouse, we’ll do our best to honour your request to cancel.

Placing a deposit

Sometimes if an item is out of stock, you’ll be given the option to place a deposit allowing you to reserve the item until it’s next available. The remaining balance will be requested from your account just before the item comes back into stock (you’ll receive an email from us asking you to follow a link and authorise the final payment). Please note, deposits are non-refundable unless cancelled within 24hrs of placing the order. Once you’ve received the item, returns and warranties follow the same policy as normal.

Payment information

We accept all major credit and debit cards, PayPal, and have a range of finance options.

VAT and VAT-Free Orders

All orders placed outside of the EU or outside VAT territory inside the EU such as Canary and Channel Islands will not be charged VAT. Mango Bikes will not be responsible for your own countries tax and/or import duties.

Security

We take online security very seriously and have taken every precaution to ensure that your payment information is processed confidentially and accurately.We don’t hold sensitive payment details about our customers. When you input your card details during shopping or into your account area, the card processor retains all the information about your card and only issues MB with a unique token identifier. This token allows us to process the cost of your order against your card. It also allows us to issue refunds. We don’t have access to your complete card details.

Delivery Prices

If you are ordering from outside the EU then you are responsible for any customs charges, including duty and VAT. Customers will be billed for any charges not paid.

Bike Delivery

Unlike most bike companies, we make our bikes to order. This means that we hold fire on the finishing touches until you press the buy button. Once that happens, we open up the toolbox and get to work – leaving you with a totally dialled bike that is thoroughly checked over and finished to your specification. All this takes a few days and is actually part of the healing process for our technicians, who fall a little bit in love with every bike they make.

As soon as your bike is ready, we’ll give you a shout so you can get your head around this new stage in your life. UK orders are sent on a next day service and orders to Europe are sent on a 2-3 working day service. Your bike will arrive 99% finished, which is the safest way for us to send your order. All you need to do is attach the front wheel, saddle, handlebars and pedals. It only takes a few minutes (tools and instructions are included). If you need help, don’t bottle it up inside – head over to our help page for video instructions or give us a call.  

Accessories Delivery

If you order any of the little (but no less important) items on our website, we’ll aim to send these within 1-2 working days via DHL or Royal Mail. If your order is with DHL, they will send you an email with the estimated delivery date and tracking info. If your order is with Royal Mail, then we’ll send you a dispatch confirmation ourselves.

Warranty

Your happiness levels are of paramount importance to us. Once you order one of our bikes, you are no longer a random person on the Internet – you’re one of us. As such, you automatically get a three-year warranty on the frame and one-year warranty on components. If on the odd chance you need to send something back or make a warranty claim, please see our help page to read through some very dull (but mercifully short) T&Cs and check that you can make a claim. Any other issues or questions, feel free to give us a call.

Returns

You can return any unused bikes and accessories for a full refund within 30 days. Read the small print on our help page.