Shipping / Returns / Privacy
Shipping Methods & Times
Gear & Accessories
Orders placed by 2pm (PST) are usually sent out the same day. As long as it is in stock, we guarantee your merchandise will be on it's way within 24 hours. If the items you ordered are not in stock, you'll be hearing from us within hours — not days — of placing your order.
|Most gear ships Priority mail and should arrive within 2-3 weekdays. If it fits in a letter-sized envelope (stickers, cards, etc.) we’ll save you some money and send it 1st class which usually takes 4-7 days.||Priority: A better value, but slower (10 days to 4 weeks) and comes with some risk.|
|International Express: Usually arrives in 3-7 days (sometimes faster), tracking information is available, and your merchandise is insured.|
Frames & Bikes
Most bikes are built and ready to ship within 4-5 weeks. During times of high demand we may need just a bit more time before your bike is ready to ship, but we always work to complete your build as soon as possible.
|$99||$200 (includes insurance)|
|Unless otherwise specified, all bikes are shipped in one box via UPS Ground and will usually arrive between 3-7 days.||We use USPS Express services to ship bikes around the world so your bike should arrive within 3-7 days. You will receive two boxes, one of which contains only wheels. In most cases, both boxes will arrive on the same day.|
Canada: Our Canadian customers can request a specific shipping method:
- USPS Express: Your brokerage fee will be minimal (under $20) but the bike will arrive in two smaller boxes requiring more steps in assembly, usually done by a proffesinal mechanic.
- UPS/FedEx Ground: You'll pay a higher brokerage fee ($80-150) but the bike will arrive mostly assembled in one box.
Australia: Shipping to Australia is usually around $500. We'll send you a firm quote before finalizing your order.
Duties & Taxes for International Shipments
International customers are responsible for paying all duties & taxes on arrival which vary by country. Please check with your local customs office to determine how much your taxes will be. In some countries, the package will be delivered to your door, in other cases you may need to pick it up at a customs office.
Gear & Merchandise
Domestic - We guarantee that you'll get the goods. Just give us up to a week to investigate and if necessary, we'll ship out a replacement.
International Priority - This is the cheapest method to ship your gear but it does come with some risk. In the (extremely) rare case that your gear is lost or stolen, be advised that it has not been insured. We are happy to provide you with proof of shipment details so that you can file a claim, but we are not able to replace the goods free of charge.
International Express - All gear & merchandise ordered via International Express comes with insurance. We'll handle the paperwork and ship you a replacement, no charge, if the shipper can not provide proof that it was delivered. We'll take care of the second shipping charge. Please give us up to 5 business days to conduct an investigation and get your replacement goods out the door.
We have tracking numbers for every bike shipped so it should be easy for us to find out where your bike is and nudge it along. Just let us know if you think it should have arrived by now or if you'd like the tracking number so that you can keep score at home.
We will not knowingly accept payment from, nor ship any bike or product to the following countries, complicit with United States law: Cuba, Iran, Myanmar, Sudan, Syria.
Gear & Accessories
Domestic & International Express - Your goods are insured. We'll handle the paperwork and send out a replacement. Please send us photos of the damaged package and goods and we'll get your replacement out within 5 business days.
International Priority - This is the cheapest method to ship your gear but it does come with some risk. In the (extremely) rare case that your gear is damaged, be advised that it has not been insured. We are happy to provide you with proof of shipment details so you can file a claim, but we are not able to replace the goods free of charge.
Inspect your components carefully (especially your frame and rims) for damage as soon as you open the box. The boxes we use to ship our bicycles are double-walled corrugated cardboard to meet UPS shipping specifications. Bikes are carefully packed with foam padding.
In the extremely rare case that you do find damage to any part of your bicycle:
- Do not assemble the bike.
- Save all packaging.
- Email photos of the damaged parts and damaged box to us immediately.
- We will send a UPS driver to pick up the damaged package.
- We will have a bike in perfect condition to you as soon as possible.
Gear & Accessories
If your product is the wrong size or color, we'll send a replacement, along with a return-shipping label for you to send back the original.
You will have 2 weeks to ship the item back to us. If you return the original item within those 2 weeks, we will not charge you for the second item.
Because we are a custom bike company and do not have pre-built bikes available, we are not able to accommodate exchanges for complete bicycles.
Gear & Accessories
Items* that are unused and in new condition can be returned within 100 days of receipt. We will email you a return-shipping label (either USPS or UPS), and you will be refunded the full amount less the return shipping cost upon receipt of the item.
*All Original Bike Shelf sales are final. Due to the unique nature of the product returns will not be accepted.
Your Mission Bicycle is 100% satisfaction guaranteed. If something is not quite right, just let us know. If we can fix the problem, we will. If you're still not satisfied, for any reason, you can return the bike within 30 days of delivery. We'll issue a full refund within 5 business days of restocking. You are responsible for any/all return shipping and packing charges. We strongly recommend you have the bike professionally packed for shipment at your local bike shop as any shipping damage will be deducted from your refund.
We understand that life can get in the way of best laid plans. If you need to cancel an order let us know as soon as possible and we'll initiate a refund. A $50 cancellation fee will be deducted from your refund to help to cover administrative expenses and credit card processing fees. Additionally, if we have already begun the sourcing for your custom bike (normally between 48hrs - 7 days) we will need to deduct an additional $100 restocking fee. Some off-menu or special order components may not be refundable. We do our best to process refunds within 72 business hours.
Gear & Accessories
Mission Bicycle company honors and processes manufacturer warranties.
Valencia & Sutro frames
Our frames come with a 50-year Performance Warranty (the best kind). Our frames are guaranteed against material and workmanship defects for 50 years of intended* use by the original owner.
*Our frames are designed for commuting and may not hold up to the stress of tricks, stunts, off-road riding, or front end impacts. For quick and immediate stopping, we recommend using brakes rather than car doors, curbs, or trees.
Components on a Complete Bicycle - Extended Warranty
For all other component parts on our bicycles, we will triple the manufacturer's warranty. For example, if one of the parts we use on our bikes comes with a manufacturer's 1-year warranty, Mission Bicycle guarantees it for 3 years.
Mission Bicycle automatically receives and records information on our server logs from your browser, including your IP address, Mission Bicycle cookie information, and the pages you view. There is no personal information included in these logs, and the information is used only to improve our online store.
We collect your name, address, email, phone number, and your credit/debit card information to process payment for your purchase and deliver your order to you.
We do not share your information with anyone. The information we collect is used to fulfill your order and communicate with you, and it doesn’t leave Mission Bicycle.
Mission Bicycle employees will see and use your information to communicate with you and fulfill your order, but they do not disclose your information to anyone outside the company. Additionally, your payment information is encrypted using industry-standard SSL encryption, and account numbers collected on this site are not visible to employees; your card may only be used to charge your order through our website.
- By providing Mission Bicycle with your email address, you assent to having your name added to our weekly mailing list. You may opt out of this email at any time by following the ‘Unsubscribe’ link contained in it.