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. 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. What is my shipping cost? After placing the items you want in the shopping cart, please proceed to the next screen and enter your address. The shipping cost will be calculated automatically. Oversized items shipped to Alaska and Hawaii may incur more postage that will not be included in calculated shipping cost; instead, you will be emailed with the correct charges before your credit card is processed. If shipping to an overseas or military address, you must place the order before we can offer a shipping quote. We'll pack and weigh your order and e-mail offering several shipping options. You may select one of the options or cancel the order. Shipping cost can be estimated at the United States Postal Service web site( www.usps.com ). Do you ship to Europe, Asia, Canada, etc.? We ship all over the world, usually via US Postal Service. about 20% of our business is with customers in Europe and Asia. The shipping cost will not be automatically added to your shopping cart total. When you place an order from a non-US address, we'll pack it, weigh it, and e-mail your shipping options for your approval prior to our charging your credit card or shipping the package. We can't offer a shipping quote before you place an order. You can estimate shipping cost at the United States Postal Service web site( www.usps.com ). 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. "You charged my card twice!" Our store system makes it impossible to double charge for an order without our computers issuing smoke and ringing alarms. 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. Checks, Money Orders, Paypal In addition to credit card orders through this web store, we accept checks or money orders at the addresses below. Please e-mail us in advance to be sure the item(s) you want are in stock; in the time it takes your check to reach us, your items may be sold out. Please calculate US shipping by simply adding everything you want to the shopping cart, enter your address and go to the next screen. Sorry, but we don't accept Paypal; we also aren't set up to accept phone or fax orders. Where is my invoice? 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. What is your return/exchange policy? 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. Should you need to return something, please insure your package, especially if over $50. Don't forget to include your name, address, and last 5 digits of the order number (you can find this on both the confirmation email and the shipping notice/final invoice). You absolutely must include your credit card number and expiration; do not assume we have access to it, as it is cleared from the store system a short time after an order is placed. Send returns to: Velo Orange Can I visit the showroom? Though we are primarily an e-tail company, we do have a small showroom where you can see and buy our products. The showroom is open from 11-4 M-F. Where are you located? 1819 George Avenue, Annapolis, MD 21401, USA |
All images and text copyright Velo Orange, LLC 2006 - 2009. |