Please familiarize yourselves with our policies that our outlined below. We work hard to operate in a spirit of fairness to all parties and customer service us a very important priority for us here at Rodeo Labs.
Our stated policies below don’t cover every situation and we 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 reasonable 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.
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
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. 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.
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.
UPS Is Our Primary Parcel Carrier
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.