FAQs and other Helpful Information
My Account Questions:
Do I need I to create an account to place an order?
No, you do not. We do prefer that you create an account as it helps us better keep in contact with you after your order is placed via our internal message board.
What do my order statutes mean?
Awaiting Fulfillment: Your order has been placed and is being processed. No further action is required by the customer.
Awaiting Shipment: Your order has been processed. Your item is now in the ship queue.
When will I be charged for my purchase?
Credit Card and PayPal payments are charged at the time of purchase, not at the time of shipment. This also applies to pre-orders.
What Methods of Payment do you accept?
We prefer Paypal. We also accept all major credit cards. We do not accept payment over the phone.
Do you require any payment verification?
At times, we do require additional steps of verification by customers for order processing. This is on a case-by-case basis, and customers will be contacted after order placement.
How long will it take to go get my refund?
Your credit card or PayPal payment will be refunded within 24 hours of item receipt, but your bank or PayPal may hold the funds for up to 5 business days.
Do I have to pay Sales Tax?
Currently only orders shipped inside the state of California are charged state sales tax.
Ordering and Shipment Questions:
Do you have an order cut off time?
Yes, 1PM Pacific Time Monday through Friday. This excludes all postal holidays.
When will my order be shipped?
Please note that it takes 2-4 business days of processing and handling time prior to shipment. Once your order is ready to be shipped we will ship using the method that you have selected. For example: If you select Next Day Air then we will ship using this method after the 2-4 days of handling time. All orders will have tracking information provided to the customer at the time of shipment. Some products can have extended processing & handling times, which will be noted on the product’s page.
When does the order “processing” start?
On the first business day after your order is place by 10am Pacific Time.
Do you ship internationally?
Yes we do. Some products have restrictions and they are noted on that item’s page.
What if one my items is on backorder?
Orders with multiple items will be held for shipment until all items ordered are ready for shipment.
What method of shipping is your “Free Shipping”?
The service that is most cost effective that provides tracking information (UPS Ground/USPS First Class). If you are in a rush, please do not select “FREE SHIPPING”. Free shipping is only applied to orders shipping to the lower 48 states.
What is your Return Policy?
What do I do if I have a warranty issue?
Most manufacturers require that you take you bike into your local bike shop to process the warranty. If you don’t have a shop near you and they refuse to help you with your warranty contact us will assist you with processing the warranty, this usually requires returning your product to us. It is extremely difficult for us to process warranties for customers who are not local to us.
Orders for “Custom” items do not apply to our standard return policy; each item is noted with its restrictions.
Do you offer sponsorship opportunities?
Email email@example.com with your race profile and sponsorship presentation.
Do you have any job openings?
Please email your resume to firstname.lastname@example.org.
Product Specific Questions:
Do You Ship Stages Meters?
No. No Exceptions.
Do you offer a cash rebate for your Stages Affiliate Program?
No, as of 3/21/14 the cash rebate program has ended and we are now offering store credit.
An example of the new program can be found HERE, in the orange box.
Will my complete bike arrive assembled?
Unfortunately, due to shipping restrictions the size of box required to ship a complete bike is far too large. Due to this your complete bike will need to be disassembled to some degree for shipment. We recommend having a professional mechanic complete the final steps of assembly upon arrival.
Will my wheels arrive setup tubeless?
No. This causes very messy surprises for customers upon wheel set arrival.
Coupon Codes, Cash Back & Promo Questions:
Do coupon codes work on sale items?
In general, coupon codes only apply to full MSRP items, contact us for questions.
Why doesn’t my coupon code work?
-Your coupon code could be expired.
-That coupon code may not apply to the product you are attempting to purchase.
-You do not have the appropriate product in your cart to apply the code to.
-Any other questions please email mailto email@example.com
Can I use more than one coupon code?
No, one per order.
What happens if I use a coupon code to purchase an item with a “free gift/offer”?
The use of any coupon code voids any free offers for additional items. This includes items such as grips, bar tape, cycling computers, and other items.
How does the Cash Back promo work?
When you order an item that is on a Cash Back promo, you will receive a credit to your account of the value listed in the sale within 1 business day of completed payment. This credit can be used online or in store.
What happens if I return an item purchased on a Cash Back promo?
If you return an item purchased using the Cash Back promo, your store credit will be canceled. If the store credit was already used you will be refunded less the credit amount.