QUESTIONS & ANSWERS99.9% of the emails and phone calls we receive are to ask questions answered right here. Read this page first and get instant gratification!
How do I place an order on your website?+
Add items to your cart, then go to checkout. You will be instructed to enter your billing & shipping details and choose your payment method. A few more clicks and you're done. No rocket science degree required!
What forms of payment do you accept?+
We accept all major credit cards, debit cards, PayPal, Amazon Pay, Apple Pay and Google Pay.
Shopping online makes me nervous. How secure is this store?+
Extremely secure. Your confidential information is automatically encrypted using a Secure Sockets Layer protocol (SSL) with an encryption key length of 256-bits (the highest level commercially available). This is the same level of encryption used by large banks to keep your information secure.
What that means in real talk is that nobody even sees your private information.
Can I place an order over the phone?+
For security reasons, we do not accept phone orders.
Will I receive a confirmation email after placing my order?+
An automated confirmation email will be sent to you immediately after your purchase is complete. Please check your spam folder (or 'Promotions' tab if you are a Gmail user) because these emails sometimes end up there.
We will contact you if there are any problems or if we need any more info to process your order.
I'm in the US and my order total is over $100. Why am I seeing a shipping charge in the cart?+
Discounted shipping charges are applied to orders including oversized items like wheels, frames and framesets but shipping on these items is not free.
Complete details can be found on our USA SHIPPING DETAILS page.
What about sales tax?+
Tax laws for online sales are changing due to a recent Supreme Court decision. We are making every reasonable effort to comply with this new, very complicated law, whenever it applies.
As of April 2019 if your order is shipped to one of the following states, it is subject to state and local sales tax: IL, PA & WA.
Do you ship internationally?+
Yes, we offer worldwide shipping.
Please see our INTERNATIONAL SHIPPING DETAILS page for more information.
How much is shipping to my country?+
All available shipping options and costs are shown in the cart before checkout.
International charges include insurance against loss or damage for the actual value of items purchased. International customers are responsible for paying all taxes, duties and/or brokerage fees, which may be collected at delivery based on your country's regulations.
Will you mark my international package as a "gift" or declare a lower value on the customs form so I don't have to pay a lot of tax?+
No. In the event of an international package getting lost, stolen or damaged somewhere along the way, we won't be able to file a claim for losses unless we declare the actual purchase price of your items. It is also against the law.
Filling out customs documentation accurately protects both us and you.
How long will it take to process and ship my order?+
Orders are typically fulfilled and shipped within 1-3 business days of the order being placed.
Business days do not include weekends and holidays. This means if your order is placed on a Thursday or Friday there is a chance it may not ship until the following Monday or Tuesday.
Special order items, custom wheel builds and orders requiring labor may take up to 10 days for processing & shipping to be complete.
Any orders requiring special attention (changes in items or shipping details, etc.) may be delayed.
How will my order be shipped?+
The shipping method used for small packages (13oz or less) is USPS First Class. Medium-sized or large packages may be shipped via USPS Priority Mail, FedEx Ground or UPS Ground at our discretion. Oversized items (wheels, frames, etc.) are shipped via USPS Parcel Select or FedEx Ground.
Orders eligible for free shipping will be sent using the least expensive method.
Once packages leave Retrogression in Portland, OR they usually take 1-7 business days to arrive in the continental US depending on how far away you are and the shipping method used. If you live in Hawaii or Puerto Rico, packages may take longer to arrive.
Packages containing large or expensive items may require a signature upon delivery.
Small orders are shipped via USPS First Class International or Priority Mail International depending on the shipping method chosen at checkout. Medium and large orders (rims, wheels, frames, etc.) will be sent via USPS Priority Mail International or DHL. Actual delivery time depends on your country's postal service and customs policies. We are not responsible for customs delays and/or international duty charges.
Upon request we will ship your international order using UPS but it is much more expensive. Additional UPS shipping charges will be invoiced via email and must be paid prior to shipping. UPS may also collect a brokerage fee upon delivery, which is beyond our control.
We are not responsible for packages lost or returned due to incorrect, incomplete or outdated addresses.
I need my stuff right now! Can you expedite my shipment?+
No. Even if we did offer one-day or overnight shipping, it would still take our standard 1-3 business days to process and fulfill your order (which means you'd be paying extra money for nothing).
As a consolation, 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.
Can I cancel or make changes to my order before it ships?+
Maybe, but that window isn't open for very long.
Once an online order reaches a certain stage of processing it is no longer editable, even if it has not yet been marked as "fulfilled" in your account details. Contact us immediately after placing your order if you made a mistake or would like to make any changes.
My order is marked as “fulfilled”. Why haven’t I received a shipping confirmation?+
An order marked as “fulfilled” has reached the final stages of processing and has been pulled, packed up and is scheduled to ship. You will receive an email notification when your order ships.
Will I get a tracking number?+
Yes. An automated email containing tracking info will be sent to the email address associated with your order once your shipping label is created, which will be updated when scanned by USPS, FedEx or UPS (please check your spam folder, as these emails sometimes mysteriously end up there).
Depending on the time of day your order is processed for shipping, you may not receive a shipment confirmation email until the following morning.
If you have an account with us, tracking information can also be found right here on our site by logging in and reviewing your order(s).
It sometimes takes a couple of days for the tracking information shown online to be updated once the shipping label is scanned so please be patient before emailing us freaking out about how your tracking number doesn't work.
If you check out as a guest and enter a fake, incorrect or outdated email address during checkout, you will obviously not receive shipment confirmation and tracking info.
My tracking number definitely doesn't work and I'm freaking out!+
If the tracking link you received shows no updates after a couple of days it usually means the package was either mis-scanned 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.
Because we are here in Portland running a bike shop and not personally delivering packages, we can't be held responsible for any delays once an order leaves the building.
I never received an international package and I'm afraid something is wrong. Can you help me?+
We can try. If proof can be provided that your international order was never delivered after reasonable time has passed (such as a tracking link showing no documented delivery date), we will submit an insurance claim for a lost/stolen package and refund you the retail value of the missing goods.
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 due to incorrect shipping details provided at checkout.
Something I want is out of stock. When will you have more?+
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 want something specific but don't see it on the site. Do you do special orders?+
Absolutely. Get in touch and let us know what you're looking for. We can get just about anything (within reason), usually within a few days time.
Please note that special order items must be paid in advance, are not returnable and do not qualify for free shipping.
Promotional discount codes or cannot be applied to special order items.
Can I have a discount?+
No, but here's a cute lil' cupcake!
Repeat customers who subscribe to our mailing list are often rewarded with discounts and info about special promotions. Please do not email us asking for coupon codes.
I'm local. Can I purchase online and pick up my order at the shop?+
Usually the answer would be yes but we are currently still setting up our new facility and are not quite ready to be open to the public.
As soon as the shop re-opens, local customers will see a store pickup option at checkout.
Hey! Something I received is a little different than what your site shows or describes. What's the deal?+
We try our best to display up-to-date product pictures 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 we do not manufacture said product, 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 got damaged during shipping. What should I do?+
We do our best to pack everything securely for shipping but in the unfortunate event of damage occurring once your order leaves here, please 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.
Something I bought from you is defective. What should I do?+
Warranty issues are usually handled directly by the manufacturer.
If you believe you received something defective, please 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.
You sent me the wrong stuff and I'm pissed!+
Oops! Before you go sending us that angry, insulting email and posting all over a forum about how much we suck, please realize that we are people and human beings do occasionally make mistakes.
If you received the wrong item(s) we will obviously do everything in our power to make it right as soon as possible. Let us know and we'll take good care of you.
What is your return policy?+
All return requests must be initiated within 7 days (one week) of delivery. After 7 days exchanges can be made but additional shipping charges will apply.
Please see our RETURNS page for complete details.
I have more questions!+
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".