QUESTIONS & ANSWERSEverything you need to know, and probably some stuff you don't.
Is everything on your site in stock?+
For the most part, yes. We keep a very extensive inventory at our facility.
Because we also do a lot of local business in our retail 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 contact you immediately.
What forms of payment do you accept?+
We accept all major credit cards, debit cards, PayPal, Apple Pay and Google Pay.
Additional screening may be conducted if your billing and shipping address do not match or other reasons determined by our payment processing team to make sure your order is authorized.
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 information to process your order.
What about sales tax?+
Tax laws for online sales are constantly changing due to a recent Supreme Court decision and we fully comply with these new, very complicated laws whenever it applies.
As of October 2019 all orders shipping to Illinois are subject to state and local county or district sales tax.
Do you ship internationally?+
Yes, we offer worldwide shipping.
Please see our Shipping page for more information.
How long will it take to process and ship my order?+
Orders are typically fulfilled and shipped within a few business days of being placed.
Our business days are Monday through Saturday. This means if your order is placed close to the weekend there is a 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: the peak of Summer, immediately following a big sale or the winter holiday season) simply because we are a very busy bike shop staffed & run by human beings. We appreciate your patience and appreciation for the fact that we are not robots.
Federal and Postal holidays may also cause delays in shipping.
Special order items, custom wheel builds and orders requiring labor will take extra time for processing & shipping to be complete.
Orders requiring special attention (adding or removing items from an order, changes in shipping details, etc.) may be delayed.
If you are an international customer using a ship-forwarding service, extra time is required to process your order while we verify the details of the service being used.
⚠️ IMPORTANT NOTICE: Please note that the above information applies to normal circumstances when a global pandemic isn't underway. As we're sure you are aware, nothing is normal in the world right now.
Click the following link to read our current COVID-19 status regarding order processing and shipping: COVID-19 OPERATIONS - Updated 1/10
How will my order be shipped?+
The default shipping method used is either USPS Priority Mail or UPS Ground at our discretion. Oversized items (wheels, frames, etc.) are shipped via USPS Priority or UPS Ground depending on weight, package dimensions and shipping location.
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.
Smaller orders are shipped via USPS Priority Mail International. 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 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?+
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?+
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!+
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.
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 a lot of stuff not listed on our site, usually within a few days time. Keep in mind that we are a track & fixed gear-specific shop and like to keep it that way. No, we won't order you an e-bike battery or a bunch of kooky MTB parts.
Special order items must be paid in advance, are not returnable under any circumstance, do not qualify for free shipping and promotional discount codes cannot be applied.
I'm local. Can I purchase online and pick up my order at the shop?+
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.
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 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 got damaged during shipping. What should I do?+
It is your responsibility to thoroughly inspect all items immediately upon receiving them and before installing.
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.
I received a defective item. 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. Some manufacturers may require proof of professional installation to rule out user error.
You sent me the wrong thing and I'm really mad about it!+
Oops! Before you send us an insulting email and 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 we will obviously do everything in our power to make it right as soon as possible. Kindly let us know and we'll take good care of you.
What is your return policy?+
We accept returns within 30 days of the purchase date. 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".