QUESTIONS & ANSWERS
Most of the emails 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!
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.
We do not keep credit card numbers on file.
What forms of payment do you accept?+
We accept all major credit cards, debit cards, PayPal, Apple Pay and Google Pay.
Can I place an order over the phone?+
For security reasons, we do not accept phone orders.
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 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.
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.
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 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 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 fulfilled and shipped within 1-3 business days of being placed.
Our business days are Tuesday through Saturday and all shipping is only done on those days. This means if your order is placed late in the week there is a chance it may not ship until the following week.
Some orders may be slightly delayed during times when we are experiencing a high volume of online sales (ie: the peak of Summer, immediately following a big sale or the winter holiday season) 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 may take up to 10 days for processing & shipping to be complete.
Any 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.
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 can no longer edited, 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 shipment confirmation email containing tracking info will be sent to the email address associated with your order. Please check your spam folder or 'Promotions' tab if you are a Gmail user because these emails sometimes end up there.
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 check out 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 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 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 clunky MTB parts.
Please note that special order items must be paid in advance, are not returnable, do not qualify for free shipping and promotional discount codes cannot be applied.
Can I have a discount?+
Customers who subscribe to our mailing list receive info about sales and special promotions. Please do not contact us asking for a discount or when our next sale will happen.
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?+
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.
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.
You sent me the wrong thing and I'm really mad about it!+
Oops! Before you send us that angry, insulting email and post all over a forum about how much Retrogression sucks, please realize that we are people and all human beings 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. 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 Return Policy 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".