Policies and Shipping
We stand behind everything we sell. If for any reason you are not satisfied with your purchase, simply return the item within 30 days and we'll replace it or give you a refund. Please read "Returns" below for more information.
Shipping options are available for items within the United States. We do not ship to any freight forwarders. Orders usually ship within one to two business days after being placed. We offer shipping on Apparel, Components, accessories, and most frames. We typically do not ship complete bikes but there are some bikes we are able to ship direct to your home address. We offer free in-store pick up on all orders, including complete bikes.
Shipping is free on orders over $125. Bikes, framesets, and large/heavy items are excluded from our free shipping offer. These items may be subject to additional shipping and handling charges because of size or weight.
If you have a question on shipping, availability or anything else, just send us an email. We're happy to help!
Free In-Store Pickup
Most orders will be ready within one to two business days. 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. For bike purchases, assembly can take 5 days - 2 weeks depending on how busy our service department is. We want to ensure we have adequate time to assemble your bike to the Trail Head Cyclery standard.
We will call and/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.
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.
We strive to get you the right product before you buy. If you have questions on fit or anything else call or email us to make sure you’re getting a bike or product that meets your needs. If there’s a problem with something you purchased from us, you can either bring it to our store or ship it back. You are responsible for return shipping costs if your order is shipped from our Cupertino location. If the order ships from one of our warehouses (distributor), you will have to contact them for a return on an item. We will happily help you with this process and help your return go smoothly. 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. Labor fees, custom wheel builds, or other services, are non-refundable. Bike purchases are non-refundable unless the bike has not been ridden (we can always tell, trust us).
- Time: You have 30 days from purchase to request a refund.
- Method of Refund: Refund will be applied to the original form of payment.
- Product Condition: Product must be new or like new condition in order to return. Product must be returned with packaging and re-sellable as new.
- Refund Contact Info: Contact us in-store, over the phone or by email for a refund. You can find store hours, address, email and phone number on our store details page.
- Charges: Customer is responsible for any shipping costs related to the return. If something minor happens to the product in shipping we reserve the right to deal with the issue and make it right vs. returning the bike/products.
- Non-Refundable Products: We do not allow returns on inner tubes, helmets, food/nutritional products, and tires that have been mounted. Close out/sale items are non-returnable as well. These items are categorized as final sale items.
If we are placing a special order for a product, we require that customers pay the product's full price upfront and in advance. If the order is canceled, we reserve the right to charge a 10% restocking fee. If you decide to cancel the special order, we also reserve the right to charge a 10% restocking fee. The exception to this restocking fee is if the product has no foreseeable arrival date.
We also offer drop shipping directing to your home if the product is in stock at one of our distributors. We charge $10 for drop shipping on special orders. If the product is $125 or more, we offer complimentary drop shipping for that special order. There may be shipping charges involved for exceptionally large or heavy objects.Please refer to our "Shipping" section for more details.
For special orders that have not been picked up: We will contact you once your special order has arrived at the shop. After 30-days, and two or more attempts to contact customer, the special order will be treated as a canceled order and we will refund your special order with a 10% restocking fee incurred. At this point, the product will become store inventory.
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. However, inventory or pricing errors may occur, and we reserve the right to decline or cancel any orders where mistakes or discrepancies in price or stock status exist regardless of the source of the error. We appreciate your understanding and apologize for 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!