FREQUENTLY ASKED QUESTIONS

Everything you need to know, and probably some stuff you don't.

• Is everything on your site in stock?

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  For the most part, yes. We keep a very extensive inventory at our retail store and warehouse.

  Because we also do a lot of local business in our store, slight discrepancies in our online inventory will happen occasionally but because we also receive stock on a daily basis, this usually doesn’t affect processing and shipping of orders placed online.

  On the rare occasion of you ordering an item that may be out of stock or temporarily back ordered for more than a day or two, we will let you know.

• What forms of payment do you accept?

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  We accept all major credit cards, debit cards, PayPal, Venmo, Google Pay and Apple Pay.

  Additional security screening may be conducted if your billing and shipping information do not match or other reasons determined by our payment processing team to make sure your order is authorized. To prevent processing delays or order cancellation, please make sure your information is correct and up to date.

• Can I place an order over the phone?

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  For security reasons, we do not accept phone orders. It's also not 1987 anymore.

• Do you charge sales tax?

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  Tax laws for online sales are constantly changing due to ongoing Supreme Court decisions and we fully comply with these laws whenever they apply.

  If we are required to collect state and local county or district tax in your state, the taxes you are required to pay will be displayed at checkout.

• Do you ship internationally?

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  Yes, we offer worldwide shipping. Please see our Shipping page for more information.

• How long will it take to process and ship my order?

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  Orders are typically fulfilled and shipped within a few business days of being placed.

  Our shipping dept. works Monday through Friday. If your order is placed close to the weekend, there's a good chance it may not ship until the following week.

  Some slight delays may occur during times when we are experiencing a high volume of online orders (ie: Spring/Summer, the winter holiday season or directly following a major sale). Federal and Postal holidays will also cause delays in shipping.

  If you are an international customer using a ship-forwarding service, extra time may be required to process your order while we verify the details of the service being used.

• How will my order be shipped?

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  Please see our Shipping page for all the information you could ever need about shipping methods and our policies.

• I need my stuff right now! Can you expedite my shipment?

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  Expedited or overnight shipping are not services we offer.

  Most domestic orders are shipped via Priority Mail and usually only take a couple of days to arrive at your door once a package leaves the shop. Please plan your shopping accordingly.

• Will I get a tracking number?

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  Yes. An automated shipment confirmation email containing tracking info will be sent to the email address associated with your order. Please check your Promotions folder if you are a Gmail user because these emails sometimes end up there. Don't forget to check your Spam folder, just in case!

  It sometimes takes up to 24 hours for the tracking information shown online to be updated once the shipping label is scanned by the carrier so please be patient before emailing us freaking out about how your tracking number doesn't work.

  If you complete your purchase as a guest and enter an incorrect or outdated email address during checkout, you will obviously not receive shipment confirmation and tracking info.

• My tracking number doesn't work and I'm freaking out!

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  If the tracking link you received shows no updates after a couple of days it usually just means the package was either mis-scanned by the shipping carrier or not scanned at all, in which case it may not show any updates until it is delivered. Please keep in mind that we have no control over packages not being scanned by USPS, FedEx or UPS. 

  DO. NOT. FREAK. OUT. Take some deep breaths, be patient and your order will most likely arrive without any issues. In the old days, we didn't even have tracking numbers. Imagine that!

  Because we are here in Portland running your favorite bike shop and not personally delivering packages, we can't be held responsible for any delays once an order leaves the building.

  If you think there is a problem with your shipment beyond common operational delays and would like to file an inquiry with USPS regarding a delayed delivery or missing package, click this link: Package Inquiry - USPS.com and enter the required information.

• My order was shipped but I never received it. Can you help me?

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  We can try. If online tracking information shows that your order was never delivered after reasonable time has passed, we will submit an insurance claim for a lost package and refund you the retail value of the missing goods if the claim is approved. 

  When shipping to some countries overseas, insurance coverage ceases upon touchdown of the aircraft at the airport of destination or upon discharge from the overseas vessel at the destination discharge port. This risk should be taken into your consideration when placing international orders.

  Please note that your original shipping charge may not be refunded.

  We are not responsible for packages lost or misdelivered due to incorrect shipping details provided at checkout.

• Something I want is out of stock. When will you have more?

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  We receive stock on a daily basis and update our online inventory regularly. Please keep checking back or sign up to receive an email notification when a sold out item is re-stocked.

  If you've been keeping an eye on something we've been out of for a long time, it usually means our supplier is out of stock too.

• I'm local. Can I purchase online and pick up my order at the shop?

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  Of course! Customers in Portland and some nearby surrounding areas will see a Store Pickup option at checkout. Simply choose this option and we will notify you via email when your order is ready to be picked up.

  Please note that your order may not be ready for pickup the same day it was placed.

  If you are ordering from outside of PDX, plan on visiting the shop and want to order online beforehand, please contact us before placing your order.

• Can I change or cancel my order?

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  Changes cannot be made to orders after being placed.

  Unshipped orders can only be canceled within 24 hours of being placed.

• What is your return policy?

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  We accept returns within 30 days of the purchase date. Please see our Returns page for complete details.

• Something I received is a little different than what your site shows or describes. What's the deal?

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  We try our best to display up-to-date product photos and list current details but occasionally changes a manufacturer may make to a logo or the design of a product will slip by us. Because product photos are often supplied by the manufacturer, we cannot be held responsible for these slight discrepancies.

  If you have any questions or concerns, feel free to contact us prior to placing your order.

• I received my order but something is damaged. What should I do?

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  It is your responsibility to thoroughly inspect all items immediately upon receiving them and before installation.

  We do our best to pack everything securely for shipping but in the unfortunate event of damage occurring once your order leaves our facility, contact us right away and send detailed photos of the problem.

  Do not discard any boxes, packaging or packing materials, as they may be needed to file an insurance claim for receipt of damaged goods.

  If the item became damaged during installation or use, there isn’t much we can do.

• I received a defective item or broke something. What should I do?

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  In most instances, warranty issues are usually handled directly by the manufacturer. If you believe you received something defective, contact us right away and we’ll put you in touch with the right people regarding possible service or warranty replacement.

  Please note that we cannot guarantee replacement of defective or damaged items. Some manufacturers may require proof of professional installation to rule out user error.

  You should also take into account that many components we sell are designed specifically for velodrome racing use and that is the sole intended purpose for said components. For example, if your expensive Rotor Track crankset is damaged because you've been using it for tracklocross, that's on you, foo.

• You sent me the wrong thing and I'm really mad about it!

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  Oops! Before you fire off an insulting email or make a big dramatic fuss on Reddit about how much Retrogression sucks, please realize that we are people and all people occasionally make mistakes.

  If you received something other than what you ordered, please see our Returns page and follow the instructions to send back an incorrect item.

• I have more questions!

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  As the late Ronnie James Dio once sang, "In the palace of the virgin lies the chalice of the soul, and it's likely you might find the answer there".