Returns & Exchanges

Our Returns Philosophy

We operate with the same “uncompromising protection” principle that guides our secure payment processing. Your satisfaction is paramount, and we’ve designed this policy to be as fast, secure, and globally accessible as our checkout. Most items can be returned or exchanged within 15 days of delivery, provided they meet the conditions below.

Step-by-Step Return & Exchange Process

Step 1: Verify Eligibility (Within 15 Days of Delivery)

• Item must be in original, unused condition with all tags and packaging intact.
• Components like 1 1/8″ Semi-Integrated ZS headsets or 10/11/12 Speed drivetrain parts must show no signs of installation or wear.
• Proof of purchase (order number) is required.

Step 2: Initiate Your Request

Contact our customer service team at [email protected] with the subject line “Return/Exchange Request” and include:

• Your order number
• Product name and quantity
• Reason for return/exchange
• Whether you want a refund or exchange (if exchanging, specify the desired item)

Step 3: Receive Instructions & Return Authorization (RMA)

Within 1-2 business days, we’ll email you a Return Merchandise Authorization (RMA) number and detailed instructions, including:

• Our return address in Oklahoma City
• Packaging requirements
• Recommended shipping method (for your protection)

Step 4: Ship Your Return

Package the item securely, include the RMA number visibly on the package, and ship it to us. We recommend using a trackable service (like DHL, FedEx, or EMS) and retaining your proof of postage.

Note: Original shipping costs are non-refundable. For exchanges, we’ll cover the standard shipping cost (via DHL/FedEx) for the replacement item.

Step 5: Our Inspection & Resolution

Once received, our team will inspect the item within 3-5 business days. We’ll then notify you via email and proceed with your chosen resolution:

• Refund: Issued to your original payment method.
• Exchange: The replacement item will be shipped via your preferred method (Standard or Free Shipping).

Return/Exchange Request Template

To expedite your request, copy and paste the template below into an email to [email protected]:

Refund Timeline & Method

Refunds are processed with the same security as our payment gateways (VISA, MasterCard, JCB, PayPal):

• Timing: 5-10 business days after we receive and approve your return.
• Method: Refunds are issued to your original payment method. The time for the refund to appear in your account depends on your financial institution.
• Notification: You’ll receive an email confirmation once the refund is initiated.

Non-Returnable Items & Exceptions

To maintain quality and safety standards, certain items cannot be returned unless defective or incorrect:

• Opened or Installed Components: Any bicycle component showing signs of installation, wear, or removal from original packaging (e.g., a 6/7/8 Speed derailleur that has been mounted, or a headset where the seal is broken).
• Custom or Special Order Items: Products specifically ordered based on customer specifications.
• Clearance or Final Sale Items: These will be explicitly marked at the time of purchase.
• Hygiene-Sensitive Apparel: Any clothing item where the hygiene seal is broken or tags removed.

If you receive a defective or incorrect item, contact us immediately at [email protected]—we’ll resolve it promptly at no cost to you.

Exchanges for Different Components

Upgrading from 10 Speed to 11 Speed? Need a different 2 Bolt specification? Exchanges are straightforward:

1. Follow the standard return process above.
2. Clearly state the desired exchange product in your request.
3. Once your return is approved, we’ll ship the new item via your selected shipping method. Price differences will be charged or refunded accordingly.