Frequently Asked Questions
Thinking of ordering a Factor bike or product and have a few questions? Have a look through our Frequently Asked Questions to find some answers fast.
If you don’t see your question addressed, then feel free to contact us here.
Factor Bikes Warranty
Limited Lifetime Warranty On Bicycles and Framesets
Factor warrants to the original owner that each new Factor bicycle or frameset is free of defective materials and workmanship. This warranty is valid for the lifetime of the original owner, but is subject to the following limitations, terms and conditions.
The lifetime limited warranty is conditional upon the bicycle being operated under normal conditions and use, and properly maintained in accordance with the owner’s handbook (as supplied with the Factor bicycle, frame, chassis or rolling chassis).
This lifetime limited warranty does not apply to paint/finish, any Factor components considered subject to normal wear and tear, or any third-party components attached to the bicycle or frameset. This includes but is not limited to wheels, drivetrain, brakes, or any suspension related parts or components.
Any Factor components considered subject to normal wear and tear are covered under a limited one (1) year warranty. The duration of this limited warranty shall be one (1) year, commencing from the date the customer takes possession of the bicycle.
Factor components considered subject to normal wear and tear will be listed in the Technical Supplement and/or User Manual provided with the bicycle. Any and all third party components included with or installed on Factor bicycles are subject to any manufacturers’ guarantee applicable to those components, as specified by the manufacturer.
This lifetime limited warranty is made solely to the original owner of this new Factor bicycle or frameset, and shall remain in force only as long as the original owner retains ownership of the Factor bicycle. Factor’s lifetime limited warranty is not transferable.
If the bicycle is purchased as a gift, the original recipient of the gift is considered to be the original owner for the purposes of this lifetime limited warranty.
In order to exercise your rights under this lifetime limited warranty, the bicycle or frameset must be presented to Factor or an authorized Factor dealer, together with a receipt, bill of sale, or other appropriate written proof of purchase that identifies the bicycle or frameset by serial number.
Exclusions & Limitations
The above warranty, or any implied warranty, does not cover:
Modifications from the original condition except such modifications which are necessary to comply with specific national legislative requirements that may apply in the country of use.
Normal wear and tear.
Use of the bicycle for abnormal and/or commercial activities, or for purposes other than those for which the bicycle was designed.
Damage caused by failure to follow the instruction manual.
Paint finish and decal damage resulting from normal wear and tear, taking part in competition, jumping, downhill and/or training for any such events or as a result of exposing the bicycle to, or riding the bicycle in, severe conditions or climates.
Labour and/or transport charges for full or part replacement, repair, return or changeover.
Accident, neglect, improper handling, abuse or willful damage, misuse, improper assembly, and use of devices or components not originally intended for, or not compatible with the bicycle.
Any alteration or repair by you or a third party who is not one an authorized Factor technician.
Any specification provided by you. Remedy: Unless otherwise provided, the sole remedy under the above Factor warranty, or any implied warranty, is limited to repair or replacement of defective parts with those of equal or greater value at the sole discretion of Factor.
Except for this remedy Factor will not be responsible for any direct, incidental or consequential loss or damages, including, without limitation, loss or damages for personal injury, property damage or economic losses, whether based on contract, warranty, negligence, product liability or any other theory.
WARNING: We do not approve the use of a single piece type press fit bottom bracket on our frames. Use of this style of bottom bracket may result in damage to the bottom bracket shell which will not be covered under warranty.
Nothing in this limited warranty will exclude or limit Factor’s liability for death or personal injury caused by Factor’s negligence or any other liability which cannot be excluded or limited by law. Unless you are a consumer, Factor makes no other warranties, express or implied and all implied warranties, including warranties of merchantability, reasonable care, and fitness for a particular purpose are hereby disclaimed.
In the event that Factor prevails in any court action, you agree to reimburse Factor for the expenses, including attorney’s fees and expenses of litigation incurred by Factor in defending against your claim.
Claims made outside the country of purchase may be subject to additional fees and restrictions.
Warranty detail and duration may differ by country. This warranty gives you specific legal rights, and you may also have other rights which may vary from place to place. This warranty does not affect your statutory rights.
To the extent that this warranty statement is inconsistent with local law, this warranty shall be deemed modified to be consistent with such law; under such law, certain disclaimers and limitations may apply to the customer.
Some states and countries do not allow the exclusion or limitation of incidental or consequential damages or warranties, so the above limitations or exclusions may not apply to you.
If it is determined by a court of competent jurisdiction that a certain provision of this limited warranty does not apply, such determination shall not affect any other provision of this limited warranty, and all other provisions shall remain in effect.
The English language version of this limited warranty will prevail.
This limited warranty is governed by the laws of England and Wales and the courts of England and Wales shall have the non-exclusive jurisdiction to settle any dispute or claim arising out of or in connection to this limited warranty or its subject matter or formation (including non-contractual disputes or claims).
No. This would void the warranty as the removal or reapplication of paint may result in weakening of the carbon fiber structure of the frame and/or fork.
Yes, you can.
The ONE includes a set of 5 and 10mm spacers that allow for fine-tuning of the OTIS barstem height. This height adjustability can be performed at any time, as the OTIS design does not require cutting the fork down.
For the O2/OSTRO/VAM/LS models, as a standard a 1-1/8” steerer fork tube is used, spacers can be added or taken to adjust the barstem height.
Please follow the Assembly Manual instructions for how to adjust the Black Inc barstem height and cut down the steerer fork tube.
Yes, on some of our models.
The Factor O2/O2 VAM/OSTRO/LS uses a standard 1-1/8” steerer fork tube. Should you wish to replace the Black Inc barstem supplied with your frameset, there are many 1-1/8” stem options in the market.
The ONE & ViSTA use Factors proprietary OTIS barstem (ONE Total Integration System). This barstem has been designed as an integrated unit to fit on the top of the ONE fork only. Therefore, this means it is not possible to fit a standard round 1-1/8” stem on the ONE.
However, if you need help adjusting your bike fit the OTIS barstem is available in multiple length and width options at the time you order your frameset, as well as a replacement part via your local dealer.
Clip-on extensions cannot be used on either the ONE/ViSTA or O2/OSTRO/LS bikes with one-piece integrated barstems (OTIS barstem on the ONE, and Black Inc on the O2/VAM/LS).
Should you need to install clip-on extensions on your O2, O2 VAM, OSTRO or LS, a standard non-Black Inc branded stem and handlebar can be used. In that case, the bars must be fitted in accordance with the manufacturer’s instructions for both the handlebar and the clip-on attachment.
A V3 barstem is available for the ViSTA and ONE to allow the rider to attach clip-on aero bars to the Factor ONE.
All FACTOR bikes feature our 1-bolt saddle clamp design. All shipped bikes include a 7×9 mm rail clamp for saddles with carbon rails. An optional 7×7 mm rail clamp is also available for saddles with traditional round, metal rails.
These replacement saddle clamps are available by request through your FACTOR dealer.
The FACTOR O2, O2 VAM, ONE, LS (pre-2022), ViSTA, SLICK and HANZO bikes use BBright bottom bracket shells. The bottom bracket shell is 79mm wide, with a 46mm diameter bore to accept PF30 style bearing cups.
The OSTRO VAM and LS (models produced after 2022) use a T47a threaded BB.
The Lando XC and Lando HT use a T47 threaded BB with a shell that is 88.5mm wide.
Older, discontinued Vis-Vires, ONE and ONE-S V1 models (sold in 2017 and before) used BB386Evo bottom bracket shells.
We do not publish head tube lengths for our bikes.
We use the Stack and Reach measurements to help you compare frames as it helps the rider more accurately determine fit.
Max rider weight for O2 VAM: 90kg
Max rider weight for all other models: 110kg
A thorough check by you or a qualified bicycle mechanic should be performed after you have owned and ridden the bike for a time. Service intervals will depend on the intensity and conditions of the riding.
Please follow your FACTOR dealer or preferred mechanic’s suggestion for the maintenance intervals.
Please contact your FACTOR dealer or contact FACTOR bikes directly for any spare proprietary parts to service your FACTOR bike.
We have produced a fully detailed Assembly Manual for each FACTOR bike model which is available in electronic format at the Support section of our website.
These documents show all the steps required to assemble and adjust your FACTOR bikes perfectly. Particular details that are not standard in comparison to other bike manufacturer’s hardware is shown in these manuals.
These manuals include Di2 installation and information on the electronic cable routing. For the disc brake equipped bike models, the hose routing is also detailed in the manuals.
All of the necessary spares parts to service your bike can be purchased in case you need some extras. Please contact your FACTOR dealer, or contact FACTOR bikes directly and we will direct you to the nearest FACTOR dealer in your area.
How To Order A Factor
All bikes and framesets are available to order online, directly from Factor. For more information on the process and to get help with sizing visit our Bike Size Recommendation Guide.
PayPal offers a credit card option which means you don’t need an account to make a payment.
Yes, we do!
We have partnered with Affirm to offer financing options to our customers. If you are interested in utilizing Affirm to purchase your dream bike you can prequalify directly on our website.
Please note Affirm is currently only available for customers in the United States.
Getting a bike that fits is an important part of your enjoyment of cycling and Factor is committed to getting this right. Instead of relying on one or two measurements to give you a guide, we ask you to fill in your details on our comprehensive Size Guide to help our expert bike fitters determine the size of your bike and components.
The Complete Bike package includes:
Frame and fork, SRAM groupset, Ceramicspeed BB and headset.
Black Inc Wheelset
Black Inc Barstem
Black Inc Seatpost
Selle Italia SLR Boost Superflow 145mm saddle
Goodyear Eagle 1 25mm tires.
The bike will be delivered 75% assembled.
Yes! We offer all our models as a Frameset or Rolling Chassis.
Our Premium frameset (OSTRO VAM, O2 VAM, ONE) includes frame, fork, headset, bottom bracket, integrated barstem and seatpost.
A standard frameset package is available on the O2 and LS which includes frame, fork and headset.
Our Rolling Chassis adds Black Inc wheels with CeramicSpeed bearings to our Chassis as described above.
We call these our premium frameset package and they include:
Frame, fork, Black Inc Barstem & Seatpost, CeramicSpeedBB & Headset plus a range of accessories including; Bartape, compression plug, chainstay protector, Garmin computer mount, rear derailleur hanger, seatpost wedge and saddle clamps. You will also get a set of grommets, spacers, cable stops and covers to complete your build.
The O2 is offered in a frameset package which includes: Frame, fork and headset.
The LS is offered in a frameset package which includes: Frame, fork and headset.
Factor will ship using DHL secure shipping. Our sales staff will confirm the tracking number when an order has shipped.
Thanks for shopping at Factor Bikes. If you are not entirely satisfied with your purchase, we’re here to help.
You can find all the information on ordering through the Factor Bikes on this page, including returns, refunds and delivery
Factor Bikes are happy to offer free worldwide delivery on all bikes and framesets ordered online. * Some restrictions apply
Secure and safe delivery will be arranged by a courier and details will be confirmed once your order is on its way.
We ship to most countries, including the UK, USA, Canada, Australia, Europe, Taiwan, China, Hong Kong & Singapore. If you are unsure or have any questions about delivery, please ask our team on Live Chat or contact us here.
You will be responsible for paying for your own delivery costs for returning your item. If you have any questions on how to return your item to us, contact us.
Delivery Times & Back Orders
For in-stock framesets, we aim to process and send orders within 48 hours and will dispatch orders by courier delivery. Orders for complete bikes will be subject to a build and delivery schedule which will be arranged and agreed upon with you. Some products may be on backorder which means that delivery times may be longer.
Please contact our team for up-to-date information on current lead and delivery times.
To give you an indication, our average lead time for complete bike builds is 4 weeks.
Customizations to the paintwork or components may take longer to deliver.
You have 14 calendar days to return an item from the date you received it. To be eligible for a return, your item must be unused and in the same condition that you received it. Your item must be in the original packaging. Your item needs to have a receipt or proof of purchase. You will be responsible for ensuring the bike or frameset is returned to us in its original condition.
If you need to make a return, please first contact us to arrange where to send the package.
Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you of the status of your refund after inspecting the item. If your return is approved, we will initiate a refund to your credit card (or original method of payment). You will receive the credit within a certain amount of days, depending on your card issuer’s policies.