How Your Bike Arrives

Bicycles do not ship fully assembled. Certain components are removed, loosened, or repositioned so the bicycle can be safely packaged for transportation. Depending on the bicycle, final assembly may include installation or adjustment of the front wheel, handlebars and stem, pedals, seatpost, brakes, drivetrain, suspension components, and other parts.

Bikes may also be carefully repacked in a different box than the original manufacturer packaging when necessary to provide secure shipping. Alternate packaging does not mean that the bicycle is used or defective.

When Your Bike Is Delivered

We recommend taking a quick look at the shipping carton before opening it. Some marks and wear on a shipping box are normal, but significant crushing, punctures, tears, or other obvious damage should be photographed.

If Something Doesn't Look Right

If you believe your bicycle was damaged during shipping, arrived with a defective component, or is missing a part, please contact us before riding the bike or attempting a repair. We want the opportunity to review the issue and help determine the best solution.

Please keep the bicycle, shipping carton, and original packing materials while the issue is being reviewed. We may ask for photos of the box, shipping label, packaging, complete bicycle, and affected component so we can determine what happened and, when applicable, work with the carrier or manufacturer.

Why Professional Assembly Matters

Modern bicycles are precision equipment, and seemingly simple assembly steps can require specific procedures, tools, adjustments, and torque specifications. Incorrect assembly can damage a component or create a safety issue that may not be immediately obvious.

For this reason, damage caused by incorrect customer assembly, installation, adjustment, modification, or setup is not considered shipping damage or a product defect.

Examples may include cross-threaded pedals, damaged crank arms or threads, incorrectly installed wheels or axles, damaged brake rotors or brake components, improperly installed handlebars or stems, damaged derailleurs or derailleur hangers, overtightened or undertightened hardware, cable or hydraulic hose damage, improperly installed seatposts, and similar assembly-related damage.

These examples are not intended to make the process complicated—they simply help distinguish an issue that existed when the bicycle arrived from damage that occurred during assembly or setup.

Adjustments After Shipping

A bicycle travels a long way between our store and your door. As a result, normal setup and adjustment may be necessary after shipping. Brake alignment, derailleur adjustment, headset adjustment, wheel installation, suspension setup, and other minor adjustments are part of normal professional bicycle assembly and do not necessarily indicate that the bicycle was damaged or defective.

Manufacturer Warranty

Manufacturer warranty coverage is determined by the individual bicycle or component manufacturer and is subject to its terms, conditions, and exclusions. Professional assembly may also be required by the manufacturer for warranty eligibility.

Damage resulting from improper assembly, incorrect installation or adjustment, incompatible components, unauthorized modifications, misuse, accidents, neglect, or normal wear and tear is generally not considered a manufacturing defect.

Bicycle Sales Are Final

All bicycle sales are final and bicycles are non-returnable and non-refundable. This does not mean you're on your own if there is a legitimate problem with your bike. If your bicycle arrives with shipping damage, a missing component, or a potential manufacturer defect, please contact us and we'll work with you to review the issue and determine the appropriate next steps.