Customer Service

• Making changes/deletions/additions to your order
• Shipping & Delivery
• International Orders
• Privacy & Security
• Returns & Replacements
• Ordering
• Payment
• Viewing Orders
• You charged my card twice!

Making changes/deletions/additions to your order

Due to our order volume and inventory management system, we can’t guarantee that we’ll be able to change your order once you’ve submitted it. If you’d like to make a change (e.g., a size or a color), please email us at info@velo-orange.com with the order number in the subject line (e.g. “Request for changes to order #100001234”). We will get back to you as soon as possible as to whether or not we can modify the order.

Deletions are simple: if we haven’t packed the order yet, we can delete an item and refund your credit card appropriately.

If you’d like to make an addition to your order, please place a separate order for the item(s) you’d like to add. Make sure to include the number for the original order in the “Comments” section of the checkout process (e.g. “Combine with order #100001234”). We will modify the shipping costs and refund your credit card when appropriate after the orders have been processed. Please note that we can only add items to an order that hasn’t been packed yet. We’re pretty fast, so contact us at info@velo-orange.com prior to placing your second order to make sure your first one hasn’t already been labeled and shipped.

Shipping & Delivery

You can calculate your estimated shipping for domestic orders after you add items to your cart. Our standard shipping services are US Postal Service (USPS) and Fedex Ground Service. We choose the shipping service based on the size, weight, and value of your order. Items shipped USPS typically are delivered within take 2 - 3 business days. Fedex Ground service could take up to 10 days to the West Coast.  Oversize charges may apply to some items shipped outside the contiguous US (e.g., Alaska, Hawaii, and military addresses). We will notify you of these charges prior to shipping.

If you are interested in expedited shipping, please make a note in the comment box of the order screen to that effect. We will email a quotation for shipping costs once the order is packed and weighed.

Although we can request that Fedex Ground waive any requirement for a signature, the ultimate decision to obtain a signature and release a package remains with Fedex, subject to the neighborhood and the value of the package. If there is never anyone at home during business hours who can sign for high-value orders, you might consider entering a business address as your ship-to.

International Orders

We ship all over the world, usually via US Postal Service. Nearly 20% of our business is with international customers. You must place the order before we can offer a firm shipping quote, and during the ordering process the shipping cost will not appear in your shopping cart total. Instead, we'll pack the order, weigh it, and e-mail your shipping options (exclusive of customs duties) for your approval. You may select one of the options or cancel the order; if you cancel your order, any money we have collected for the items will be refunded to you. Payment for international orders is by credit card only. Due to our order volume, we cannot offer a firm shipping quote before you place an order.

Please note that we mark the actual purchase price on customs forms; if we don't declare a full price, then we can't insure it for the full value. Packages cannot be labeled as gifts or at a lower value. It is the customer's responsibility to research and pay for customs duties; we do not collect payment for these charges.

Privacy & Security

Your credit card information is protected according to the specifications of PCI (Payment Card Industry) Compliance. This certification protocol is mandatory for any merchant that accepts credit cards and is renewed quarterly. Our web store is hosted on a secure server, with an additional level of security for the check-out process. No credit card information is stored by Velo Orange or by its payment gateway, Authorize.net. Please contact us if you have any concerns.

Returns & Replacements

If you have purchased your item(s) from a shop or distributor, please request returns or replacements from that business entity. We cannot issues refunds or replacements to customers who have not actually purchased the item(s) directly from the Velo Orange website/store.

Defective items can be exchanged for one year from purchase date.

We also accept returns/exchanges of unused items within 60 days of purchase. We cannot accept returns on "unused" items that have been altered in any way (e.g., polished, waxed, scuffed).

Sale items are not returnable unless obviously defective.

If for any reason you are not happy with your purchase, you may return the items within 60 days of the original purchase for a credit, less the shipping charges. Items must be in original, unused condition (components cannot have been installed) with the original packaging and tags. Because we cannot be responsible for packages mailed to us, we suggest that you use a trackable and insured mail service. Please allow 2 weeks from the time you mail your order for your return to be processed. You will receive an email confirmation once the return has been processed and your card has been credited. Returns should be sent along with this form.

Download the order return form here.

Ordering

We are paperless! Your final invoice/receipt is included in your shipping confirmation, which you will receive via email. Any changes that you've requested or authorized will be reflected in the final invoice, so it may be different from the order summary contained in your order confirmation.

Is Everything in Stock? Our inventory system is pretty good. If you can put an item into the shopping cart that means it's in stock. But on rare occasions we mis-count; in that case we'll e-mail right away to inform you. We don't back order items. Everything we sell comes from our own warehouse; we don't drop-ship from distributors or manufacturers.

When will an out-of-stock item arrive? To be honest, we usually don't know. Unlike local bike shops, most of our products come directly from factories all over the world. These factories manufacture to order, they don't have stock ready. And there are usually many orders ahead of ours. So we are typically not informed of when something will arrive until it's almost ready to ship.

Can I place a back-order? We only accept orders for items that are in stock in our warehouse. If what you want is out of stock, make sure you sign up for a re-stocking notification which will be sent via email. To receive re-stocking notifications, you must set up a customer account through our store; this will also make it quicker for you to check out, since you can store billing and shipping information.

Can I place a special order? No. Since we generally buy in large quantities from factories and suppliers we can easily order a case of 100 components, but usually not just one.

Payment

All prices shown are USD. Orders must be made through the secure webstore; this way you will know instantly if your item(s) are in stock, we won't make errors in hand-entering your order into the database, and we will remain payment card industry (PCI) compliant in having no access to your credit card information. We therefore cannot accept phone, fax, or e-mail orders. We currently accept Visa, Mastercard, and Discover, and we're working to accept American Express.

We are unable to process orders paid by check or money order, and we do not accept Paypal.

Viewing Orders

You can view your current and past orders by signing in to your account at store.velo-orange.com.

You charged my card twice!

Sometimes your bank statement looks like we've charged you twice for you order. The first charge you see on your statement is a "pending" charge. It is a 'pre-authorization' that reserves the funds so the merchant (in this case, Velo Orange) can collect the money when we finally process the order. It was placed (likely by your bank) the instant you placed your order. This "charge" will drop off your statement in a few days, or you can call your bank and ask that it be removed immediately. The second charge is the "posted" charge, which is the money Velo Orange actually collects when we click the "sale" button.

This "double charge" doesn't happen all the time, nor does it happen consistently. We've no way of predicting how your bank will handle an internet transaction.