FAQS:

What do I need to know about...?

Important Information About Bike Rentals

*PLEASE READ CAREFULLY*
Your Rental:

You, the customer, are responsible for ensuring the preservation of the rental property for the duration of your rental stay; and will be responsible for the cost/loss to Cross Island Bike Rentals if the rental bike or included equipment (ex. locks, baskets, etc.) are lost, stolen, or damaged. See our Terms and Conditions for full rental agreement.
We like to keep things simple here at Cross Island Bike Rentals and in that spirit,

We have just 2 Rules for bike rentals:

1.  KEEP YOUR RENTAL BIKES LOCKED, at all times, when you are not using them or are leaving them unattended.
(In the event that a bike is lost or stolen, the credit card on file will be charged a $300 lost/stolen bike fee. Rental bikes determined lost or stolen that are found at a later date may receive a refund of the cost for the lost/stolen bike fee.)

2.  DO NOT RIDE YOUR RENTAL BIKES IN SALT WATER!! 
  • There is a $20 charge per bike for rental bikes that sustain Salt Water Damage. Fees are higher for ebikes.
(Salt water is extremely corrosive and will damage the chains and bearings of a bike in a single ride through!)
(This includes waves and tidal pools/puddles on the beach.)

"We only received one lock for two bikes, how are we to keep all bikes locked when we go in separate directions?"
We provide one lock for every two bikes rented, rounding up for odd numbers. Quantities of locks provided is sufficient to keep all bikes locked at all times. Locks are 6' long cables and can lock up to 4 bikes together with one lock.

If it is likely that your group will not stay together during your rental, you may request one additional lock at no extra charge. If you still need additional bike locks, cable locks are available for purchase or we highly recommend you provide your own. Never leave bikes unlocked.
"There are streams of shallow water high on the beach that we occasionally have to cross when we're out on the beach. Those are okay to ride the bikes through, right?"
NO. These streams and pools of water are salt water puddles. They fill up with the high tides. Please, carry your bike over these "tidal pools" or ride around them.
"The dry sand is hard to ride through. Is it okay that we ride them on the wet sand?"
"Loose sand" is dry, fluffy, and not packed down. This is the sand you find high on the beach and close to the dunes. We do not recommend trying to ride on the loose sand. "Packed sand" is hard, flat, and gets packed down while submerged under the high tide. Dry "packed sand" is the best for bike riding. This is found in between "loose sand" and the water. "Wet sand" is sand soaked with ocean water. Although "wet sand" is packed down making it great for riding a bike, it is full of salt water that can quickly corrode the bikes. Bike components may even seize and lock up with little exposure to the salt water. The salt water in "wet sand" or when riding through shallow ocean water kicks up into the bike's mechanisms, causing chains, bearings, etc. to rust very rapidly, and may result in additional charges. We highly recommend avoiding "wet" sand and recommend riding bikes on the dry "packed sand" only. You may need to wait until low tide to get the best beach riding experience.
Booking:
"How much time do I have for a 1 Day rental?"
Rentals for 1 to 2 days are 24-48 hours respectively. Rental begins upon shop pickup or at time of delivery.
"I just want to rent for a couple of hours. Is there an hourly rate?"
No, our shortest rental is a 1 Day rental.
"My online reservation states the bikes will be delivered at 10AM and that I'll have them til 5PM on the final day. Why do I not have my bikes?"
The 10 AM "Start Time" on the online booking system is for the systems reference only. It does not denote rental start time or time of delivery. This also applies to the 5 PM Pick-up time or rental return time. Pick-up time frames are chosen within the booking questionnaire for morning or evening return. (8 Day Rentals are priced for morning pick-up only and is not shown in online pricing.)
"I booked my online reservation for 7 days. I want them from Saturday to Saturday (example week day). Why is my reservation stating that it ends a day early?"
Rentals lasting over 2 days do not operate on a 24 hour basis. The first day of the Rental starts on the day of delivery, regardless of time of delivery. The return/pickup day is considered the last day of the rental, regardless of return/pickup time. Multi-day pricing is grouped. See currently listed prices for details.

(Example: A 7 day rental that starts on Saturday will be delivered on that Saturday and picked up Friday the following weekend, morning or evening. 8 day weekly rentals do not differ in the weekly pricing for a morning pickup only. Additional fees for 8 Day rentals with an evening pickup time may not be reflected in online pricing.)
Delivery:
"Do I need to be there when the bikes are delivered? Or for you to pickup?"
No, you do not have to be present for delivery or pick up.
"How will I know when the bikes have arrived?"
You will receive a call or text message from the delivery driver once they have arrived and delivered your bikes. Driver will also confirm delivery location and the location of drop off.
"What is my lock combination?"
Your lock combination will be the last four digits of your phone number provided on the account.
"How do I find my bikes? How will I know which bikes are mine?"
A name tag with your last name will be around the handle bars of at least one bike
"I'm switching locations during my rental. Can you pick the bikes up and redeliver to our new location?"
We do not provide relocation services for rental bikes.
We can pickup the bikes from a different residential location at the end of your rental, provided that both delivery and pickup locations are given and approved at time of booking.
"Can we leave the bikes for pickup wherever we left them: ex. beach access, shopping center, office, etc. Or, can we have the bikes delivered to such a location?
NO. Leaving bikes at unapproved locations like businesses, offices, or other public locations, place the bikes at a high risk of theft or removal/discarding by management of those properties. Location of delivery and/or pickup must be a residential address and must be approved by Cross Island Bike Rentals at time of rental confirmation, prior to rental start.
Delivery times cannot be guaranteed on weekends, during peak summer season, and during holiday/festival weeks.*

Gated communities we currently do not deliver to or pickup from: Hilton Head Plantation, Port Royal Plantation, Long Cove, Hilton Head Beach & Tennis, and Hilton Head Resort, or off island. (Exceptions may be possible with additional delivery charges.)
Rental Charges:
"When will I be charged for my rental?"
Rentals are charged upon booking a reservation.
"What payment methods may I use to pay for my rental?"
A credit card is required to make a bike rental reservation online, by phone, or in person. Credit card will remain on file with your reservation and may be used for incidental charges in the event the rental equipment was lost, stolen, or damaged.

For details about additional charges and fees, please see our Terms and Conditions.

Cash payment for a rental is accepted for walk-up customers only.
 
    Refunds:
"How long do I have to cancel my reservation?"
Cancellations must be made by 10 AM the day before your rental begins, in order to receive a full refund on your rental.
"My plans have changed and I need to end my rental early. Will I get a refund?"
Once the rental begins, no refunds will be given on rentals that are returned early or go unused.

(If an issue arises during your rental, please immediately contact our 24/7 Customer Service line via call or text (843) 384-7371.)**
"I have a problem with my bike, will I get a refund for the days I couldn't use it due to service/maintenance issues?"
Please contact us immediately at (843)384-7371 if a problem should arise! You may call or text.
As soon as we are notified, we will come to you ASAP!**
We do our best not to leave you hanging on the side of the road!!

Once the rental begins, no refunds will be given on rentals that are returned early or go unused.
Bikes with limited offerings or availability that cannot be fixed or replaced in a timely manner, ex. training wheels, tricycles, or adult tandems; may be entitled to a discount or refund at Cross Island Bike Rental's discretion.
(If any issue arises during your rental, please notify us immediately by contacting our 24/7 Customer Service line via call or text (843) 384-7371.)**
  
    Late Fees:
  • Rental equipment that is not accessible to be collected by Cross Island Bike Rentals at the end of the rental, (ex. inside a closed garage or behind a locked fence or gate, etc.), customer will be charged a Late Return Fee in the form of the current daily rate for each day the bike is inaccessible for collection.

DAMAGED EQUIPMENT AND LATE RETURNS ARE SUBJECT TO ADDITIONAL CHARGES AND/OR LATE FEES.
Damaged baskets or chain guards will result in a $15 replacement charge.
Damaged seats will result in a $30 replacement charge.
Lost or damaged locks will result in a $15 replacement charge.
Damaged/rusted chains or bearings due to excessive Sand or Salt Water damage will result in a $20 replacement charge.
If the bicycle(s) is stolen, your account will be charged $300 per stolen bike.
Electric Bikes:
All Ebike rentals are now processed through Seashore eBike Rentals. Please refer to Seashore eBike Rentals website for information or if problems occur with a current ebike rental. Cross Island Bike Rentals currently provides, on occasion, delivery service and maintenance for electric bicycles.
Customer Service:
Our Customer Service line is open 24/7.
You may call, text, or email anytime during your rental for service issues regarding your bike rental.
(Call/Text: (843)384-7371 Email: nickcrago14@gmail.com)

"I ordered the wrong size bike, can I get a different one?"
If you have an issue with sizing, we are happy to swap the size of the bicycle for one that is better suited for the rider.
(Subject to current size availability. Please allow up to 24 hours from the time of notice for us to make the swap.)

You may also want to check out our Sizing Information for Beach Cruisers.

There is no charge for service calls to bikes currently rented from Cross Island Bike Rentals. Service calls will be attended to as soon as reasonably possible, usually within 2 hours. Change orders or size swapping will be fulfilled within 24 hours from the time of notice from the Customer. Rentals located within gated communities may not be serviced after 7PM as most do not allow commercial vehicles inside the gate past this time.



We have an extremely high standard for our bikes, in part, thanks to our great customers!
Please help us keep our bikes to the quality and standard we all expect.
Thank you!

*Delivery times on the weekends (Sat. - Mon.), during holiday/festival weeks and peek summer months are not guaranteed.
(Saturdays, Sundays, and Mondays are the main turnover days which requires us to pick up bikes all morning and deliver starting around noon, and as late as 7pm.)
**There is no charge for service calls to bikes currently rented from Cross Island Bike Rentals. Service calls will be attended to as soon as reasonably possible, usually within 2 hours. Change orders or size swapping will be fulfilled within 24 hours from the time of notice from the Customer. Rentals located within gated communities may not be serviced after 7PM as most do not allow commercial vehicles inside the gate past this time.