Returns Policy & FAQ

If you're not happy, we're not happy! At Santa Cruz Bicycles we aim to please, so if you're not completely satisfied with your order, we'll do whatever we can to make it better! 

Please read our returns policy below, follow the steps, and remember - you can always contact us with any additional order or product related questions.

 

The Basics

  • All returns packages must be received within 60 days of the date your order shipped from us
  • Refunds can only be issued to your original payment method
  • We do not have an "exchange" process - simply return your item and place a new order for the alternate item.  We will refund for the original order as appropriate (see below).

Shipping is non-refundable, except in cases where we have made a shipping error.

 

Non-Refundable Items

  • Returns received after 60 days of the original order shipment date.
  • Returns received in used, damaged or worn condition.
  • Any special offers where terms state that sale is final.

We do not accept returns or issue credit for orders shipped internationally.

 

How to Make a Return

Send an email using the contact us form and include the original order number, the name of the item(s) you would like to return, and the reason for the return. We will issue you an RMA number to write on the outside of the package. You can then send it back to:

Santa Cruz Bicycles
Attn: Web Store Returns
2841 Mission Street
Santa Cruz, CA 95060

  • We'll use the credit card from your original order for any refunds necessary.
  • We recommend using a traceable method (ex. UPS or FedEx) for returns as we are not responsible for lost packages. 

 

Warranties

Find warranty policy and claims information on the Warranty page.

 

Frequently Asked Questions

How do I find what I'm looking for?

There are a couple of ways to find stuff. You can use the category menu across the top of the page to browse items, or you can type words and phrases into the Search box.  Use quotes to search for entire phrase, "like this".

Once I place my order, how soon will you ship it?

Processing time can be 5 to 7 days during our peak season. Holiday shipping updates will be added to the top of this page seasonally.

How long will it take for my order to arrive?

This depends on the method of shipping you select. Standard shipping time within the continental US takes 5-10 business days. International orders usually take 3-5 weeks to arrive depending on destination and customs processing.

For rush orders, is there a cutoff time to ensure same-day shipment?

If you only see options for standard or ground shipping, this indicates rush shipment is not available at this time.  If rush shipping methods appear in the list of options, you must place your order by 11am PST for same-day shipment.  

I need a replacement part for my bike. What's the easiest way to find it?

You can browse to it using the Parts and Tools category menu, or you can type your bike model and/or part name into the Search box.  Remember to use quotes to search for entire phrase. If nothing is found, try typing something more general - for example, Bearing.

How do I know which clothing size to order?

Our clothing sizes run fairly standard. If an item is known to have significant variance from standard sizing, we'll add a note to its description on the product page.

How much does shipping cost?

It depends on the destination country and the size of the order. For a shipping estimate, add items to your cart, click the Shopping Cart button, select your country and state/province, then click Calculate Shipping. *Note: Orders shipped outside the USA are subject to customs duties and fees applied by the destination country.

What forms of payment do you accept?

Add an item to your cart, navigate to the checkout, and you'll see all the currently accepted methods of payment displayed there. If ordering from outside the United States or Canada, we may request a copy of your photo ID for verification purposes.

What is your return policy?

If you're unhappy with any part of your purchase, please contact us and include details along with your order number and preferred contact method. If a product is defective, we'll happily send you a replacement, and we'll cover the shipping charges. Whatever the problem, please let us know - our customer service staff will work with you until it's resolved.