I ordered it for my son, it came in package. That is only good thing. It looks to me that they sent me one of their returned item. I contacted them immediately (within few hours of receiving) , but they did not respond me within their promise time with resolution. The bike had worn tires, inconclusive instructions and few other issues. Their customer service is worst. I would have given them negative, if there had been one. I do not know if they have local stores, but I would strongly suggest not to trust them and do not order online, their return policy is very complex too.