Please familiarize yourselves with our policies outlined below. We work hard to operate in a spirit of fairness to all parties as customer service is the priority for us here at Rodeo Labs.
The policies stated below don’t cover every situation and we do reserve the right to use our discretion to determine the best course of action in any particular situation.
Covid 19 update
These are tough times for everyone due to C19. We want to assure our customers and community that we are dedicated to continuing to serve them. Rodeo Labs HQ will be partially run remotely for time time being to minimize worker / customer interactions. Bike builds will be done at our HQ as long as we are permitted to do so. We will make every effort to keep everything on schedule and be proactive about delays if / when they happen. Some component suppliers have been asked to temporarily close by local and state governments and factor such as this can impact certain builds. Our frameset production is continuing. We expect some delays at some point because everyone will probably be affected eventually but as of now production is moving along. Rodeo is resourced to weather this storm and grateful for each and every ounce of support we’ve had all the way back to 2014. Stay safe and healthy out there. We look forward to collectively getting through this together.
While we will do our best to complete all orders as promptly as we can, we are not responsible or liable for any losses arising out of any delay or failure in our performance due to any act of God, act of governmental authority, or due to war, riot, labor difficulty, disease outbreak, epidemic, pandemic, or other declaration of public health emergency, quarantine restriction, failure of performance by any third-party service, utilities, or equipment provider, or any other cause beyond our control.
Rodeo hard goods (frame, fork, wheels, components) are warranted for life to the original owner against defects in materials, workmanship, or engineering. Damage resulting from crashes, abuse, neglect, etc is not covered under warranty. Frames, forks, wheels, or parts damaged in crashes or accidents may be replaced at crash replacement pricing; contact us for more information and availability. For complete bikes, components not branded “Rodeo” or “Rodeo Labs” are covered by their respective manufacturer’s warranty.
When a Rodeo branded component is determined to be damaged or out of spec and covered by warranty, we will chose one of the following courses of action at our discretion:
• Replace with new or new equivalent, subject to availability.
• Repair to bring back to correct specification and return it to the customer for continued use.
• Refund some or all of the purchase price of the defective part, depending on the age of the part and circumstances of the warranty claim. For example, a frame ridden for three years would be refunded at an average, private party, used resale value of the frame in question
If you do have a warranty related concern, please feel free to get in touch with one of us directly (if you’ve already been in touch), or send us a note here: Contact Us
In the unfortunate event of a crash or accident that renders your Rodeo product unsafe to ride we are happy to help replace that product at crash replacement pricing. Pricing varies but is generally about half of retail cost. Crash replacement part availability varies. We may not be able to replace painted products with identical painted products.
Returns & Cancellations
Returns are accepted when initiated within one week of delivery of any product, with the following conditions: products must be brand new, un-used, and in re-sellable condition. Shipping costs for returned or exchanged products are the customer’s responsibility unless the product is defective or we determine the cause of the return to be our fault.
Please get in touch via our contact form to initiate a return or exchange: Contact Us
We understand that circumstances may force you to cancel an order, but we do require you to be responsible for costs associated with the cancellation of an order. This may include but is not limited to restocking fees for parts and fees related to hours spent by Rodeo in consultation with the customer during the bicycle build configuration process. Consultation time is billed at $65 / hr on cancelled custom builds, at the Discretion of Rodeo Labs. Billable hours will be determined by an internal review of emails and phone calls exchanged with customer during the ordering and bicycle configuration process.
For framesets, wheelsets, components, and soft goods, any canceled or returned orders are subject to a 3.0% restocking fee. This covers the transaction fees that we are charged by various payment processors. Refunds are typically issued as mailed checks, but are sometimes processed digitally.
Any frameset or stand alone frame / fork that is ordered with an add-on (optional) custom paint or Cerakote add-on cost option will only be refunded for the raw (unpainted) cost of the frameset or stand alone frame / fork. The cost of the add-on (optional) custom paint or Cerakote will not be refunded.
Disagreements about color fidelity of paint / Cerakote will not be considered grounds for returning or refunding product. Color differences between actual paint / Cerakote and 3d renders, photos, or representations of the bike online can and will happen due to variability in screen calibration, photographic editing, and shifts in paint hues at the time of painting.
Complete Bike Purchases
For complete bike orders, a minimum of 50% of the build cost due to begin build. Any remaining balance is due upon completion and prior to shipment. Changes made to component specifications after placing your deposit will incur an additional handling fee. Complete bike builds cancelled prior to delivery are subject to a 20% time & restocking fee, to be deducted from the refund of your deposit.
Returns of complete bikes, custom finished frames, and/or custom finished components will not be accepted for reasons other than approved warranty coverage. Custom finish specifications may not be changed or cancelled for any reason once we receive your deposit.
Parcel Carrier info
We use a variety of carriers for shipments including UPS, USPS, FedEx, DHL, and international mail couriers respective to each country that we ship to. Title and risk of loss pass to customer upon tender of shipment to carrier. In an effort to minimize shipping charges to a customer we only partially insure most shipments. For high value items such as bikes or wheels the customer can arrange with us to purchase full value coverage for each shipment at an additional cost. Please contact us for a quote.
International Shipping / Duties
Rodeo is happy to ship our products to anywhere in the world that packages can safely be shipped and delivered. In almost every case our standard shipping rates apply. For unique shipping destinations we may need to re-quote shipping for the specific destination. Please just shoot us a note if you have questions about shipping to your location.
International duties and costs are the responsibility of the purchaser, not of Rodeo Labs. Each country assesses duties, VAT, taxes, and fees differently and it is the responsibility of the customer / purchaser to familiarize themselves with the fees that will be assessed on products that we will ship to them. If purchasing in the EU please consider ordering from rodeo-europe.com where your landed costs could be significantly lower than they would be if shipping from the USA.
Rodeo stores customer data related to email list subscriptions and online sales. Data includes Name, Address, Email, and Phone Numbers as is required to fulfill customer orders. Customers may request that we delete this data at any time.
Rodeo stores no customer credit card data. External service providers are responsible for the security of cardholder data the service providers possess or otherwise store, process, or transmit on behalf of the customer as required to process purchases, refunds, and other transactions.