Policies, Shipping & Returns

VeloConcepts Sales, Service & Pickup Policy

1. Special Orders & Bicycle Purchases

VeloConcepts is pleased to offer special order services for bicycles, frames, parts, and accessories upon customer request.

• Quotes & Pricing: Price quotes are complimentary and valid for 14 calendar days. After this period, pricing is subject to change without notice.

• Deposits & Final Sales: All special orders, including items placed on backorder, require a non-refundable deposit at the time of order. This deposit secures your item and applies only to the specific product ordered. Deposits are non-refundable under any circumstances, including cancellation by the customer or extended manufacturer delays. Deposits cannot be transferred to other items or services.

• Final Sale: All special orders and bicycle purchases are final sale. No returns, cancellations, or refunds are accepted unless a product is deemed defective by the manufacturer.

• Manufacturer Defects: If a special order item is found to be defective, VeloConcepts will work with the manufacturer to coordinate a repair or replacement under the applicable warranty. Resolution timelines are subject to manufacturer policies.

• Pickup Deadline & Abandonment: Customers will be notified when a special order is ready for pickup. Unless prior arrangements are made in writing:

  • Items must be picked up within 15 calendar days of notification.

  • Items not collected within 30 calendar days will be considered abandoned, and VeloConcepts reserves the right to resell, dispose of, or donate the item. Deposits and any payments will be forfeited.

2. In-Store Pickup

• Most items are available for pickup within one business day, although additional time may be required for transfers or assembly. Customers will be notified when their order is ready.

• If you need an item urgently, please contact us in advance to confirm availability.

• All items must be picked up within 15 calendar days of notification. Items not collected within 30 calendar days will be considered abandoned and may be forfeited without refund.

3. Shipping Policy

• Geographic Limitations: VeloConcepts ships only within the Continental United States. We do not ship to international destinations or U.S. territories.

• Additional Fees: Oversized or heavy items may incur additional shipping or handling fees, which will be disclosed at checkout.

• Shipping Refunds: Shipping fees are non-refundable, except in cases of incorrect or defective items.

4. Returns & Exchanges

We only accept returns under the following conditions:

• Defective Merchandise: Contact us within 7 days of receipt to request return authorization. Returned items must be unused, unassembled, and in their original packaging with all tags and labels intact.

• Non-Defective Items (Parts, Accessories, Apparel): Returns are accepted within 7 days if the item is unworn/unused, in original packaging, and has not been mounted or installed. A return authorization is required prior to sending the item back.

Additional Return Terms:

• No CODs accepted. Returns must be sent via UPS Ground or insured USPS.

• Labor fees (e.g., custom builds, installations) are non-refundable.

• Items showing signs of use or missing packaging may incur a restocking fee.

• Items discounted by 40% or more are final sale with no returns, exchanges, or credits.

• Special orders, custom-built bikes, and bicycles are not returnable under any circumstances.

• Returns over $100 must include a Return Authorization Number clearly marked on the outside of the package or will be refused.

5. Completed Bicycle Repairs

• Customers will be notified when their repair is complete. Bicycles must be picked up within 30 calendar days of notification.

• Starting on day 31, a $25 per day storage fee will be applied.

• After 90 days, unclaimed bicycles will be considered abandoned, and VeloConcepts reserves the right to resell, recycle, or dispose of the bicycle. We are not liable for loss or damages related to abandoned property.

• If you anticipate a delay, please contact us in advance to discuss alternative arrangements.

6. Maintenance Plans

VeloConcepts offers maintenance plans to provide ongoing service, tune-ups, and care for your bicycle over a set term. These plans are designed to deliver convenience and value while ensuring your bike remains in optimal condition.

• Plan Activation & Use: A maintenance plan becomes active upon purchase and may include a defined set of services over a fixed period. Once any service has been performed under the plan, the agreement is considered initiated and non-refundable.

• No Cancellations or Refunds After Use: Once any work or benefit included in the plan has been redeemed, the plan is non-cancellable and non-refundable, regardless of remaining unused services or time left on the term. Partial refunds are not issued for unused services or early termination.

• Non-Transferability: Maintenance plans are non-transferable and must be used by the original purchaser and for the specific bicycle associated with the plan at time of purchase. Plans may not be transferred to another individual or applied to a different bicycle under any circumstances.

• Expiration: Each plan includes an expiration date, and unused services do not roll over or carry forward past that date.

If you have questions about what is included in your plan or how to schedule services, please contact us. We’re happy to help you get the most from your plan.

7. Bike Fit Appointment Policy

• Appointments cannot be canceled within 14 days of the scheduled time.

• Customers may reschedule their appointment once, within 45 days of the original date. Payment is required at the time of rescheduling.

• No cancellations, changes, or refunds are permitted within 72 hours of the appointment.

8. Pricing & Website Information

We make every effort to keep product listings and pricing accurate and up to date. However, all pricing and product availability are subject to change without notice. VeloConcepts reserves the right to cancel orders or correct errors resulting from incorrect listings, availability, or pricing.

9. Information Security

We take your privacy seriously. VeloConcepts uses Secure Sockets Layer (SSL) technology to encrypt all personal and payment information during transmission. When viewing account details, only the last five digits of your credit card number will be displayed. You have the option to store or remove your card data in your online account.