Question 1

What is Pasadena Cyclery's bike exchange policy?

Accepted Answer

All bike sales are final, but Pasadena Cyclery offers a 9-day exchange for new bike purchases if the bike is in like-new or almost-new condition and free of damage. Bikes not in new condition may also be exchanged, though a cleaning fee and deductions for any damage or missing parts will apply.

Question 2

Does Pasadena Cyclery offer free shipping on online orders?

Accepted Answer

Yes, most online orders over $90 qualify for free shipping. Some items may be subject to additional shipping and handling charges due to size or weight, and closeouts are not eligible for free shipping. Bicycles and oversized items may incur additional fees, and the shop will contact the customer if shipping exceeds standard estimates.

Question 3

What is the restocking fee for orders not picked up within the specified timeframe?

Accepted Answer

If in-store pickup orders are not collected within 15 days, a 10% restocking fee will be charged unless special arrangements are made in advance.

Question 4

Does Pasadena Cyclery offer an e-bike battery recycling program?

Accepted Answer

Yes, all online e-bike and e-bike battery purchases include a $15 environmental battery recycling fee. Customers can bring depleted batteries to any participating Call2Recycle collection site for safe and responsible recycling.

Question 5

What is Pasadena Cyclery's return policy for merchandise purchased online?

Accepted Answer

Merchandise can be returned in-store or shipped back via Ground UPS or insured US Mail. The shop refunds shipping costs on damaged or incorrect items. Used merchandise is subject to a 25% restocking fee, and labor fees (such as for custom-built wheels or boxed bike services) are not refundable.

Question 6

What does the Bontrager satisfaction guarantee at Pasadena Cyclery cover?

Accepted Answer

Online Bontrager purchases can be returned within 30 days for replacement or refund, or exchanged for in-store credit up to 60 days after purchase with a valid receipt. Electronics are excluded and may only be replaced based on manufacturer warranty if faulty. All items must be in original packaging with the original receipt for a full refund.

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