A. SHIPPING

1) Do you ship internationally?

Yes. We ship anywhere UPS ships.

2) Do I have to pay customs and brokerage fees for shipping internationally?

As a customer, you are responsible for paying all taxes and brokerage fees, which will be collected at delivery. The customer is responsible for researching these fees for their country. Irocycle.com will not be held responsible for any taxes or brokerage fees you may have to pay to get your package from your customs service.

In addition:

All International packages will be declared the full value of the package. We will NOT declare a lower value.

All International packages will be declared as "RETAIL SALE". We will NOT declare packages as "GIFT".

3) How much will shipping cost?

It depends on what you order and how fast you want it to get there. For example shipping costs of a frameset range from about $20 for UPS Ground, $50 for UPS 3-Day Select, and $60 for UPS 2nd Day Air. You can select which shipping option you want when you place your order.

You will be emailed with the tracking number when you order ships, so keep an eye on your inbox! Tracking is done on the UPS websites

If you are in the area and would like to pickup your bike or ordered parts that's fine with us. Please wait for us to fill your order and we'll give you a call when it is ready to be picked up. We always welcome customers to visit our shop!

B. Exchange and Return Policy

1) How do I exchange or return product/s?

At Irocycle.com we strive for you to be fully satisfied with your current and future purchases. For this reason, we allow UNUSED product returns with all original parts, for any reason up to 30 days after the purchase date. 

Return shipping costs will be paid by the customer for the return of UNUSED products. You would need to return the product with its original parts. In addition, you must call or email us(customerservice@irocycle.com) so we are aware of your need to exchange or return an item.

As soon as we receive the product/s your credit card will be credited, except for the initial shipping cost, and a $5.00 Return fee will be charged, unless the wrong product was shipped by Irocycle.com. A 20% of Return fee will be charged for all returned complete bicycles. It can take up to one billing cycle for your credit to show up on your statement. 

All return credit will be issued to the Credit Card used to make the purchase, or the Paypal account used to make the purchase. 

*During Free Shipping Promotions, the following rules apply if your package qualifies for free shipping:

• We reserve the right to ship however we see fit. That is, shipping via USPS or UPS will be the standard.

• If a package is shipped out during a free shipping promotion, and the package is returned to us (i.e. Package was refused by customer, or the package was undeliverable) the customer will be refunded the cost of the products MINUS our initial shipping cost.

**The RETURN/EXCHANGE POLICY does not apply to CUSTOM built wheel orders, or speciality orders. 

C. ORDERS

1) How long will it take to fill my order?

This depends on your order and on our workload. Wheels generally take a couple of days to build, complete bikes take about 1 week. These are only estimated build times. There are no guarantees on approximate build or shipping times. You'll get an email, including the UPS tracking number, when your order ships.

2) I made my order and now I need to change something.

If you made a mistake or need to change something, you can call us or contact us about your order. Please have your order confirmation number handy.

3) I have recieved my order and there is something wrong/missing.

If you have recieved your order and you suspect there is something wrong or missing from your package, please contact us within 14 days from shipping your order. After 14 days we will no longer be able to verify that something was wrong with your order. Please have your order confirmation number handy.

4) I placed my order and now I need to add something.

You'll have to place a new order. If we can ship your new order with your old one, we will, and try to save you some shipping cost. If not then, sorry!

5) My credit card was declined, what should I do?

Please give us a call and have your order confirmation number on hand. We can either run the card again or process a new one. Just don't email us with your credit card information!

6) Do I need to create an account to place an order?

No, it just makes it easier for you to place your next order and to get updates on your order and your account. We suggest you do it! We'll never spam you or give out your information.

7) Do you offer discounts, sales, specials, etc?

Yes, we offer sales every so often. As of right now we no longer have a newsletter but you can easily keep track of our special offers through either facebook or twitter. Our homepage will also have postings about sales.

D. INVENTORY

It depends. Basic parts like handlebars restock quickly so just keep checking back. It varies for frames and other special parts, but we announce their restock on our website and on social media(Facebook).

E. PARTS & SPECS

1) Where can I find a specification sheet with geometry and measurements for all frames and hubs?

Right here.

2) I need help choosing/measuring parts and putting my bike together.

Feel free to thumb through our Shop Manual. It should have all of the technical information you need to get started.

3) I need a part that you don't sell on your website.

Some parts - like forks, chainrings, and axles - we dont sell individually on the website.If you need a part like this though, give us a call and we'll try to help you out. If the original part was damaged we'll give you the new one at cost, provided you can send us the original damaged part.

4) I got into an accident and I need my bike's serial number to file the insurance claim.

Sorry but unless you register your bike online we can't help you. We don't keep track of serial numbers.

5) My bike was stolen and I need the original serial number to file a police report.

Ditto above. If you didn't register your bike then we can't help you!

6) Do I need to register my bike?

Yes! We need to know your serial number in order to help you out in accidents, police reports, or frame replacement later on. Don't be one of the people who asks the question above. Register your bike already!

7) Where is my serial number on my frame?

The serial number is located on the non-drive side of the bottom of the bottom bracket shell. This is true for all Iro Cycle frames. See the picture below.

F. FLASH BIKE BUILDER

1) What is the Flash Bike Builder?

The Flash Bike Builder gives customers the chance to customize and play around with the many options we have for our bikes. You can also Save an image of your bike to show off to your friends or envy by yourself.

2) How do I order the bike I've designed?

You can purchase by navigating to the bike you've selected on our website, and then select the options under Product Options. To make transfering your bike configuration easier for purchase, you can hit the "Save Bike Config" button on the Flash Bike Builder to save a text file of your selected configuration onto your computer.

3) Where are the other frame types on the Flash Bike Builder?

There is a seperate Bike Builder for each frame type. Just click the "Design This" button under the frame you would like to build. We are working on getting all our frame types up asap..