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Policies and Shipping

9 Day Bike Exchange

We want to make sure you are satisfied with your new bike purchase.  We now offer and 9 day exchange for all new bike purchases.  The bike must be in like new or almost new condition and be free of damage.  We will also exchange bikes not in new condition but a cleaning fee will apply as well as a deduction for any damange or missing parts to the bike.


100% BONTRAGER SATISFACTION GUARANTEE

 If for any reason you are not satisfied with your online Bontrager purchase, simply return the item within 30 days and we'll replace it or give you a refund. In store credit can be given up to 60 days after an online purchase with valid receipt.  For a full refund all items being returned must be in their original packaging.

*Electronics are excluded from returns, if an item is faulty it may be replaced based on the manufactures warranty. Please read "Returns" below for more information.

*for all web orders that are cancelled, we charge a 5% processing fee.

SHIPPING (Continental U.S.)

Shipping options are offered for merchandise delivery:


Order Amount Standard Shipping5 Day (weekdays)Store Pickup*

Up to $149.99 $11.99$11.99
FREE 

$150 - $2000 $21.99$21.99 FREE

$2000+
$69+ $69+ FREE
Bikes are shipped
via weight
 
10-40 weight units
40+ weight units
$120+ 
$150+
$90+
$150+
FREE

Note: Weekday Orders usually ship within one business day of being placed.  Orders placed on the weekend will ship the following Tuesday.

Please note that some items may be subject to additional shipping and handling charges because of size or weight.  We do not ship outside of the Continental U.S. at this time. Bicycles and oversized items may be subject to additional shipping fees, we will contact if shipping exceeds these estimates.

SERVICE ALERTS Updated 5/1/2021

Suspended Delivery Guarantee

Carriers have suspended their delivery guarantee “for all shipments to any destination, at all service levels” until further notice. Per our Shipping Policy, Pasadenacyclery.com’s delivery guarantee is also suspended for bikes, wheels, gear and other web orders that are shipped during a period when our carrier is not providing their service guarantee.

Delays

When booking, you may be given a delivery window during which your shipment is likely to arrive. It takes into account these delays which are currently affecting the following areas:

LocationDelay (business days)
CA2
GA1
MD1
MO1
PA1
AL1
NJ1
NV1
WA1
VA2
FL1
OH1
CT2

IN-STORE PICKUP

Most orders will be ready within one business day. Please keep in mind that some items may require additional processing time to transfer from off-site locations. Other items may require additional processing time for assembly. We will call or email you once your order is ready for pickup. If you need an item right away we ask that you call us to confirm that the product is available before heading over to our store. Unless special arrangements are made in advance, orders need to be picked up within 15 days or a 10% restocking fee will be charged.

INFORMATION SECURITY

We protect the security of your information during transmission by using Secure Sockets Layer (SSL) software, which encrypts all of the information you provide to us and prevents outside parties from being able to "see" your transaction information. When your account information is displayed on your screen, we only display the last five digits of your credit card numbers. You also have the choice of whether or not to save credit card information with us in your Online Account.

We sometimes use other companies (third-party service providers) to perform functions on our behalf. Examples include fulfilling orders and delivering packages. They need access to some personal information in order to perform their duties but may not use this information for other purposes.

BACKORDERS

Occasionally, some items are unexpectedly out of stock or unavailable and may be backordered. If this should occur, we will only bill your credit card for merchandise that is actually shipped. The total shipping charge for orders split into multiple shipments will not exceed the amount quoted on the original order.

RETURNS for ONLINE ORDERS

If there’s a problem with something you purchased from us, you can either bring it to our store or ship it back. Ship returns via Ground UPS or insured US Mail (we do not accept CODs). We will refund shipping costs on damaged or incorrect merchandise. Merchandise returned that appears used will be subject to a restocking fee of 25%. (Labor fees are not refundable, i.e., custom built wheels, boxed bikes services, installation of parts, etc..)

Returns over $100 must have a return authorization number clearly marked on the outside of the package or the item will be refused. A return authorization number can be obtained by e-mail.

Items must be new and in original packaging.  Items that appear to be opened may be subject to a restocking fee of up to 25%.  We cannot accept returns for helmets or clothing at this time. If you are unhappy with your Bontrager apparel and it has been more less than 30 day we offer in store credit. 

NO RETURNS OR REFUNDS FOR APPAREL AT THIS TIME(Helmets, Shorts, Jerseys, Socks, Shoes Ect. )

Bikes

All bike exchanges for web orders must be exchanged within 9 days of purchase and are subject to a service fee of $110 if the bike has been used.

PRICES AND INFORMATION

Our website is intended to help you. We make every effort to maintain current, accurate prices in our online catalog. And we strive for similar accuracy and timeliness with the other information we offer here. We appreciate your understanding should any of the prices or other information provided be incorrect and regret any inconvenience such mistakes may create. Please bring any errors you find to our attention on your next visit or by calling or emailing us. Thank you!