We commit to shipping your order(s) within 1-3 working days for any item that is in stock. If any item that you ordered is not in stock we will inform you of the expected lead times and will present you with options to wait, change, or cancel your order(s). Please note that cancellation of custom wheel building is not possible. We will attempt to clarify how long the assembly of your wheels will take, however please also be proactive in understanding the process. Please also accept that given that some items that you requested may need to be ordered from their respective manufacturers, additional delays may occur which are outside of our ability to control.
We will use the most cost effective shipping method that is currently available and will provide you with tracking information as soon as we receive it.
You are able to request a faster shipping method for which you will be charged separately.
We deliver worldwide depending on availability of delivery services.
You can pay us by a credit card, direct transfer, PayPal and other methods. We are continually upgrading our payment services, and they may vary depending on the country where you are visiting from, thus please refer to the payment options that are offered during checkout for a complete, up to date, list.
- How long will the shipping take? Delivery times greatly depend on your location and the current status of the airline traffic. Deliveries within the EU take 3-6 business days, USA 7-14 days, other countries 7-20 days.
- What happens in case I receive a damaged package. Please do not open it, but take photographs of the damage and share them with us as soon as you are able. Then await our instructions. Failing to do this may limit our ability to rectify the situation.
- What happens if I never receive my order? In 13 years of our business there was never a case where an order was lost. We use tracked and insured shipping services which so far entirely avoided this from happening.
- How does the return and refund work? We will refund your order if you return the ordered item(s) in an unused condition, with all the packaging that was originally included. Please note that the return shipping is not covered by this refund offer. Once we have received your returned order we will refund you the entire amount that we received from you. Please note that this offer is not valid for custom wheelset orders. Read the full policy here: Returns policy
- How does the warranty work? Please refer to the warranty document for full information.
- Do you have a crash replacement policy? Yes we do. In the event of damage to your product(s) that occurred during normal use you are eligible for our crash replacement cover which entitles you to a 10% discount on the standard retail prices.
- Do you have an extended warranty or some other extended product lifecycle cover? No, we do not. If there is demand we can of course offer this, however our products are not designed to fail and will very likely still function well enough to use as an upgrade for a succession of your future bicycles.