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COVID-19 OPERATIONS

Please read this page for our current status regarding the ongoing COVID-19 pandemic. Because the situation is subject to change, the content of this page will be updated accordingly.

 

  • IS THE PORTLAND STORE OPEN?

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    It's hard to believe this is still happening, but here we are and it is what it is.

    To protect the community and ourselves, our retail store in Portland is not currently open to the public and we are operating online only. Is this a bummer? Yes, but it is also necessary right now.

    Local customers can purchase from us online and choose the Store Pickup option at checkout (more details on this below).

    We are not providing any unscheduled walk-in repair service during this time and apologize for any inconvenience this may cause. Scheduled service or repairs may also be limited, delayed or unavailable during this time.

    Giving us a hard time because you can't come in and browse or get immediate repair service isn't cool. Everything is weird for everyone right now, including us, and the shop will re-open when we feel it is safe for everyone involved to do so.

  • ORDER PROCESSING & SHIPPING

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    Online orders are being processed & shipped as usual, although some delays are to be expected due to limited staff, very high order volume and our ongoing efforts to restock depleted inventory. Shipping carrier delays may also occur during this time, which are beyond our control.

    Tracking information may be less reliable than usual and we're seeing a lot of USPS packages showing no updates and/or being marked saying, "Your package will arrive later than expected, but is still on its way. It is currently in transit to the next facility." Please understand that USPS is under a tremendous amount of stress right now and nothing in the world is normal. If you would like to file an inquiry with USPS regarding the whereabouts of your package, follow this link: Package Inquiry - USPS.com and enter the required information.

    We assure you that we are doing everything we can to process orders in the most timely manner possible. Extra patience is required right now and certainly appreciated.

    Asking us to speed up your order will not bump your order to the top of the pile and expedited shipping is not a service we offer, even during normal operations.

    Making changes to your order after is is placed may not be possible, as we utilize a staging system when processing orders for shipping and are trying very hard to stay organized. Requesting changes will only complicate things and slow us down more.

    Please resist the urge to call or email us “checking the status of your order" or “making sure it didn’t get lost in the shuffle”. We’re on it, we promise.

  • INTERNATIONAL ORDERS

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    Many international shipments are experiencing delays, especially USPS First Class. For this reason all international orders will now ship via USPS Priority or DHL, which are faster and more reliable services. Yes, it's more expensive. You also won't be waiting months for your order to arrive. There is a minimum shipping charge for these services, so keep that in mind when ordering smaller items.

    Delays may still occur while your package is in transit or being processed by your country's customs dept., so please remain patient.

    Shipping carriers are not able to provide service to some international locations during this time, so if you see no shipping options at checkout or get an error message saying shipping is not available to your country, it is because your country is on the list of restricted locations. More information can be found here: International Service Alerts - USPS.com

  • INVENTORY AND STOCK LEVELS

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    While we receive regular shipments on a daily basis, many items are sold out right now due to our suppliers being out of stock. We are running very low on complete bikes, frames, wheels, rims, tires, tubes and other things that are typically plentiful.

    Many products that we import from overseas are also out of stock during this time. We will be restocking but ETAs may not be available.

    We are making every effort to stay as well-stocked as possible and keep our online inventory up to date.

    Due to disruptions and limitations in the supply chain, we are not offering any special orders during this time.

  • LOCAL ORDER PICKUP

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    If you are a local customer ordering online and choose the Store Pickup option, you must wait to receive an email saying your order is ready before coming to the shop. 

    Please understand that because we receive many online orders from all over the world and process them in large batches in the order which they are received, your order may not be ready for pickup the same day it is placed. If your order is placed after a certain time, there's a good chance we may not even see it until the following day.

    When picking up your order, we ask that you keep a responsible distance when possible and wear a face mask. If we get sick, we will need to close up shop completely and that will suck for everyone.

 

Thanks for your support and continued patience during these unusual times. Be safe and stay healthy out there!

© 2021 Retrogression LLC. All wrongs reserved.

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