QUESTIONS & ANSWERS
How do I place an order on your website?+
It's easy! 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.
What forms of payment do you accept?+
For your ultimate convenience we accept all major credit cards, debit cards, PayPal, Amazon Payments and Apple Pay.
I see a PayPal logo on your checkout page. Do I need a PayPal account?+
You have the option of using PayPal at checkout but it is not required to purchase from our website. If paying with a credit or debit card, simply ignore the PayPal logo and complete your purchase using another payment method.
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 send you a bunch of cash or email you my credit card number?+
Yikes! That's just stupid.
I suck at the internet. Can I place an order over the phone?+
For security reasons, we do not accept phone orders.
This bike stuff adds up fast! Do you finance?+
We don't but if you have a PayPal account you can apply to use PayPal Credit as a payment option at checkout and pay no interest if your purchase is paid off within six months.
Please note that we have no say in whether or not you are approved for PayPal Credit.
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 with your order or if we need any further info.
I'm in the US and my order total is over $100. Why am I seeing a shipping charge at checkout?+
Discounted shipping charges are applied to orders including oversized items like wheels, frames and complete bikes but shipping on these items is not free.
More details can be found on our USA SHIPPING DETAILS page.
What about sales tax?+
California residents will be charged 7.25% state sales tax (+ applicable county tax within San Diego County), as required by law.
Do you ship internationally?+
Yes, we proudly offer worldwide shipping.
Please see our INTERNATIONAL SHIPPING DETAILS page for more information.
How much is shipping to my country?+
All shipping costs are displayed 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 way, José. 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.
Filling out customs documentation accurately protects both us and you.
How long will it take to receive my order?+
All in-stock orders are typically sent within 1-3 business days of the order being placed (Saturday, Sunday and holidays excluded). This means if your order is placed on a Friday, there is a chance it may not ship until the following Monday or Tuesday.
Sometimes the stars align and we can get your order out the door the same day you place it. Other times, we might be backed up and it will take a few days. Don't take it personally, that's just the way ordering stuff on the internet from a busy bike shop staffed by real people goes.
Special order items, custom wheel builds and orders requiring labor may take up to 10 days for processing & shipping to be complete.
The shipping method used will typically be USPS First Class for small packages (13oz or less). Medium-sized or large packages may be shipped via USPS Priority Mail, USPS Parcel Select or UPS Ground at our discretion.
Once packages leave Retrogression in San Diego, CA they usually take 2-7 business days to arrive in the continental US depending on the shipping method. If you live in Hawaii or Puerto Rico, packages will take a little longer to arrive because they have to cross a large body of water before being delivered (and until someone invents an affordable teleportation device that will fit in our back room, there is nothing we can do to overcome this).
Packages containing large or expensive items may require a signature upon delivery.
International orders are shipped via USPS First Class International (small packages) or Priority Mail International (medium & large packages, rims, frames, etc.) and 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 shipping charges will be invoiced prior to shipping.
Any orders requiring special attention (special order items, changes in shipping details, etc.) may be delayed.
We are not responsible for packages lost or returned due to incorrect/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 your order (which means you'd be paying a bunch of 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. Contact us immediately after placing your order if you made a mistake or would like to make any changes.
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).
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 1-2 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 do not have an account and enter a fake, incorrect or outdated email address during checkout, you will obviously not receive the tracking info.
My tracking number definitely doesn't work and I'm freaking out!+
We have no control over packages not being scanned by USPS, FedEx or UPS. 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 will not show any updates until it is delivered.
Again, DO NOT FREAK OUT. Take some deep breaths, be patient and your order will most likely arrive without any issues. Because we are here running your favorite bike shop and not personally delivering your packages, we can't be held responsible for any delays once your order leaves the shop.
I never received an international package and I'm afraid something is wrong. Can you help me?+
We can certainly 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.
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.
If you've been keeping an eye on something we've been out of for a long time, it probably 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 ordered items must be paid in advance and are not returnable.
I emailed you and didn't get a response. What's up with that?+
Give us a chance! We get approximately ten million emails per day about all kinds of stuff and respond to each one during the shop's standard operating hours.
Also, please keep in mind that the planet has many different time zones and we don't work 24 hours a day.
Sending multiple messages asking the same thing will not get you a quicker response (and we're sure you have better things to do than sit at your computer asking the same question over and over again). We'll get back to you as soon as we can, we promise.
Can I have a discount?+
No, but here's a cupcake!
Repeat customers who subscribe to our mailing list are often rewarded with discounts. Please do not email us asking for coupon codes.
I'm local. Can I purchase online and pick up my order at the shop?+
Of course! Customers within San Diego County will see a store pickup option at checkout. Simply choose this option and we will notify you via phone or email once your order is ready to be picked up. If you are ordering from outside of San Diego County, plan on visiting the shop and want to order online beforehand, please contact us prior to placing your order.
Please note that your order may not be ready for pickup the same day it is placed.
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 pics 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.
You kooks sent me the wrong stuff and now I'm really pissed!+
Oops! Before you go sending us that angry, insulting email and posting all over some dumb forum about how much we suck, please realize that we are only 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".