Return & Shipping Policies
New, unused gear may be returned up to 30 days after you receive your purchased items. A refund to your original method of payment will happen after the product is returned and inspected. If the original method of payment is unavailable, we will issue your refund in the form of store credit. Used gear must be returned within 30 days of delivery and may only be refunded in the form of store credit.
New, unused gear must be returned in the condition you received it and with the original box and/or packaging, including manufacturer tags where applicable.
Used and undamaged gear, bikes, or bike frames can be issued store credit in the form of credits applied to your Cadence Cyclery account. We will not accept the return of products damaged due to negligence or abuse.
Please take the time to carefully package your returns. It is the responsibility of the customer to pay costs related to the repair of returned items damaged in shipping due to improper packaging.
If you feel that your gear is eligible for a warranty evaluation by the manufacturer due to defect in its materials or workmanship, contact our shops directly.
- Store credits issued for returned products will expire one year from the date of issuance.
- All other store credits expire 90 days from issuance, including credits issued as part of a promotion.
Please email email@example.com to ensure you have a valid warranty issue and to help get it resolved as quickly as possible, please make sure your email and item falls within the following guidelines:
- Items that display a manufacturer defect and has not been damaged as a result of natural wear and tear or accidents.
- Please contact an associate or manager with any questions about orders that were delivered within the last 30 days.
Please provide as much detail as possible in your email. Include the order number, purchase date, product brand, and a brief description of the issue. Most importantly, please attach photos of the item, including the defective area. Requests must have pictures included in order to be processed. Once you email our team, you will receive an email informing you of the current response time.
Keep in mind some brands will require you to deal with them directly on your claim.
Bike warranty info: Please email firstname.lastname@example.org
EXCHANGES & RETURN NUMBERS
Sometimes you need to exchange a product for something else—it happens. Exchanges with Cadence Cyclery only require a few minutes and your Order Number. You can create an email and send it to email@example.com, include your Order Number and a brief description of the issue or reason for exchange.
The fastest way to exchange a product is to return your original purchase and place a new order at the same time. Immediately placing a new order ensures that you’ll get the new product quickly and that it won’t go out of stock while you wait for an exchange. Just place a new order and return your original item. You’ll receive a full refund for items returned in new, unused condition and store credit (issued in the form of credits applied to your account) for the return of used product. Refunds and credits are issued as soon as your return is received by our team.
Call or chat with us at Cadence Cyclery if you’d prefer to make an exchange without setting up a new order.
To return products:
- If your order included a paper invoice, write the Order Number found in your order email on the invoice and include it with your return. If you didn't receive an invoice, write the Order Number on a piece of paper and include it in the package.
- Write your Order Number on the outside of your package.
- Please do not place shipping labels on product packaging; place the product in its original packaging inside a shipping container (i.e., box or shipping bag), and adhere the shipping label to the shipping container.
- Ship your return to this address:
119 S. Tennessee Street
McKinney, TX 75069
It takes 3–5 business days to process a return after it arrives at our shop. You’ll receive an email confirmation when your return is received.
Shipping options are available for apparel and accessory items within the Continental U.S. Orders usually ship within one business day of being placed. Next-day (overnight) orders are usually delivered by the end of the following day.
Please note that some items will be subject to additional shipping and handling charges because of size or weight. On some bicycles that are ordered shipping charges will be added instore at pickup when the bicycle has to be ordered from the manufacture or come from one of our out of state warehouses or shops.
Free In-Store Pickup
Most orders will be ready within one business day. Please keep in mind that some items may require additional processing time to transfer from off-site locations. Other items may require additional processing time for assembly. We will call or email you once your order is ready for pickup. If you need an item right away, we ask that you call us to confirm that the product is available before heading over to our store. Unless special arrangements are made in advance, orders need to be picked up within 15 days or a 10% restocking fee will be charged.
For orders over $1,000, your payment will not be finalized until you come to pick up your items. Please bring you ID and the chip enabled credit card(or cash) you used for your online purchase, and we will finalize the sale in person. Orders not picked up within 7 days will be canceled.
We protect the security of your information during transmission by using Secure Sockets Layer (SSL) software, which encrypts all of the information you provide to us and prevents outside parties from being able to "see" your transaction information. When your account information is displayed on your screen, we only display the last five digits of your credit card numbers. You also have the choice of whether or not to save credit card information with us in your Online Account.
We sometimes use other companies (third-party service providers) to perform functions on our behalf. Examples include fulfilling orders and delivering packages. They need access to some personal information in order to perform their duties but may not use this information for other purposes.
Prices and Information
Our website is intended to help you. We make every effort to maintain current, accurate prices in our online catalog. And we strive for similar accuracy and timeliness with the other information we offer here. We appreciate your understanding should any of the prices or other information provided be incorrect and regret any inconvenience such mistakes may create. Please bring any errors you find to our attention on your next visit or by calling or emailing us.