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Customer Service

We accept web based orders 24 hours a day, 365 days a year.

VCRC Bike is dedicated to providing the best products and the best customer service.   We are always available to answer any questions.  E-mail us your questions 24 hours a day and we will respond as soon as possible.  Many times within the hour.

Sales and Product Questions
sales@velocarbon.com

Technical and Installation Questions
Please consult our tech page to find answers to most questions.  We have posted several guides concerning installation and maintenance.  If you still have questions, please contact us at tech@velocarbon.com.

Sponsorship Inquiries

Sponsorship

Warranty Inquiries

Warranty

Phone Orders

You can place a phone order Monday - Friday (excluding Holidays) between the hours of 11am and 3pm (Pacific Time Zone) at 661.286.1204.

Return Policy

Click here for our return form.

We have a 15 day return policy. This policy is for items purchased through this website only.  If you purchase an item from a dealer, you are subject to their policies.  Item must be returned within 15 days of purchase.

Your refund will be for the original purchase price, minus shipping and any re-stocking fees.  Original shipping costs are refundable only if we shipped an item in error.

Returns subject to a 10% restocking fee.

Please contact us at sales@velocarbon.com before sending back any product for a return so that we can issue a RA number.  Items received without a RA number will be returned.

Items must be in new and unused condition.  No refunds on used and / or installed merchandise. Installation of all products should be professionally performed. Warranties can be voided unless installation by a mechanic is proven by a store receipt.  

Returned items that were shipped for free will be issued a refund for the purchase price minus shipping costs and any restocking fees.

VCRC Bike will accept the return of merchandise within 15 days of purchase  date. We will not accept any returned merchandise without an RA number. Contact us by e-mail to obtain a RA number.

All returns must be accompanied by your receipt.  Items returned without a receipt will be issued STORE CREDIT for the lowest sale price in the last 30 days minus any restocking fees..

All items must be in new condition.

Buyer is responsible for shipping costs for returns.  If we shipped an item in error, we will refund your return shipping costs upon receipt of item.

 

We reserve the right to charge for return shipping back to the customer on returns/exchanges.

Please include the following with all returns:

1. The product you are returning.

2. Your sales receipt.

3.  A completed return form.

4. **IMPORTANT** You must have a RA # to process the claim.  Contact is at sales@velocarbon.com for RA #.

5. The part must be sent back to us insured.   We are not responsible for lost packages sent uninsured!

If you have any questions, feel free to contact us.

Please note that only items purchased at velocarbon.com (this site) are covered by this return policy.  Items purchased from Authorized Dealers are subject to their policies.

Payments Accepted

We off the following forms of payment, Visa, MasterCard, Discover, American Express or Paypal.  You will be automatically forwarded to the appropriate checkout depending on which payment method you choose.

Payment for International orders is through Visa, MasterCard or PayPal .

Sales Tax

We are required to collect sales tax on any items shipped to CA residents.

Shipping

WE SHIP WORLDWIDE!

In stock orders placed before 12 PM (Noon) Pacific will ship the same day.

In stock orders placed on weekends/holidays will ship the next business day. 

If you order an out of stock item, you will be notified via e-mail.

Shipping costs are calculated at check out.

We offer Domestic shipping via USPS Priority or USPS Express Mail.  
You will receive tracking numbers via e-mail when your package ships.

USPS Priority Mail: 2-3 days average delivery time
USPS Express Mail: 1-2 days average delivery time (usually overnight**)

We offer Worldwide shipping via USPS Priority International.  
You will not automatically receive tracking numbers.  Please e-mail us for your tracking numbers.

USPS Priority International: 6-10 days average delivery time

We accept orders 24 hours a day, 365 days a year! All orders are done through secure servers. Your safety is our top concern! We accept Visa, MasterCard, Discover, American Express & Paypal!  

Payments from Paypal E-Checks will need to clear before we ship (usually 4 business days).

Velo Carbon does not guarantee any package(s) from being lost or delayed by the delivering carrier. In the event a package(s) is either lost or delayed in transit by the delivering carrier a tracer on the package will be implemented after 30 days from the time of departure by the sender.  Additionally, no adjustments will be made for packages that are delayed by the carrier.

*Free Shipping is either USPS Priority (for USA orders) or USPS Priority International (for International Orders).

**Express shipping costs are not refundable if the package is not delivered on time.

Product Weight

The bicycle industry is famous for it's unusually low published weights.  Many times a 200 gram item will be listed at 175 grams or often times lower.  

We do not do this.

We weigh all of our items and publish those weights.  At times, weights can vary a little bit.  We do try to reject any abnormally heavy items and send them back to our manufacturing plant.  We use the bicycle industry standards for weighing.  For example, frames are weighed without paint, clear coat, decals, just the bare frame.  BB's are weighed without bolts.  Forks are weighed without brake bolts or adjusting units, but with full uncut steerer tubes.  We use these standards as they are universally excepted in the bicycle industry, that way you can compare apples to apples when comparing our weights to our competitors.

Sale Prices

We offer sale prices from time to time.  These prices are good for new orders only and can't be applied to past purchases.

Coupons & Discounts

We offer coupons and discounts from time to time.  Only one coupon can be used per order, no combining of discounts.  Coupons can not be applied to past purchases.  Coupons are only valid at velocarbon.com.

Coupons must be applied (hit the recalculate button) at time of purchase.  We can not adjust prices on orders that did not recalculate.

Disability/Liability Waiver

By purchasing a product through Velo Carbon/VCRC Bike or one of it's dealers, you agree to not hold Velo Carbon or it's manufacturer's responsible for product failure resulting from misuse, abuse, crashes or incorrect installation.

Privacy Policy

Information we collect

When viewing our website, we may collect info from your browser regarding the date and time of your visit, browser type and internet protocol address.  Also, cookies may be used based on your searches.  All information is for the use of Velo Carbon/VCRC and is not shared, rented or sold to anyone.

 

 
 
 
 
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