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Q: How do I order from your website?
A: Submitting an online order is an efficient and secure method we encourage customers to use. On the product screen "Add Item to Cart" and review your shopping cart summary, then "Go to Checkout". On checkout screen enter the necessary details requested (Billing/Shipping Address). Afterwards, review your basket and apply your billing payment. (credit/debit cards or paypal only). Hit "Place Order". In a few seconds, a Web Order Confirmation E-Mail (WOCE) will automatically route to your e-mail address provided on the order. Please keep in mind a WOCE is not your final sales receipt, rather, for reference only.
Q: I entered a different billing and shipping address. Why does Customer Service need to follow up with me?
A: Different billing and shipping addresses are acceptable; however, it is within City Grounds’ standard procedure to contact the billing card holder for billing verification. This is our unique security measure to prevent fraudulent transactions that have occurred in our past. Customer Service will contact the card holder to finalize the order. Once we have all the necessary details re-verified by you, we will contact your issuing bank for final verification.
Q: I already submitted an online order. Can I add an item to my shopping cart?
A: We suggest authorizing a cancellation of this current purchase and placing a future order with an updated cart.
Q: Is this item in stock?
A: A good frame of reference is if the item is currently advertised online, it is certainly in stock. If you are curious about the quantity of this stock, please contact Customer Service at 1-866-550-7423 to confirm inventory.
Q: Can you give me a shipping quote to my state?
A: Please enter your full billing and shipping addresses on the designated areas during the Checkout process. By doing so, a shipping quote will automatically generate unique to your cart and Ship To location.
Q: What is the status of my order?
A: Feel free to reach out to Customer Service for updates! Email at info@citygrounds.com, or toll-free 866-550-7423.
Q: Will my credit/debit card be charged immediately after placing an order?
A: No, your card will not charged at the point of sale. Our Processing Team will tender the transaction once an order is fulfilled to our satisfaction. You may see a "1.01" posted on your billing account, which is mainly a pre-authorization charge from your financial institution to confirm an active card. This charge will be released shortly after fulfillment.
Q: How long does processing and shipping take?
A: Once submitted online, please allow the Processing Department 24-48 hours Monday-Friday for fulfillment. Each order is inspected thoroughly, picked and packed with individual attention. Online purchases submitted over the weekend will begin processing on Monday when operational hours resume. Estimated delivery time depends per state by business days.
Q: Can I request to expedite shipment?
A: Certainly! Currently we offer FedEx Ground, 2-Day, and Standard Overnight, which are provided at the Secured Checkout page. Please take into consideration that processing will take roughly 24 - 48 hours and purchases submitted over the weekend will begin processing on Monday.
Q: Do you ship internationally?
A: Presently, we do not ship directly to international customers outside the US and Canada. Instead, we have partnered with Bongo International Parcel and Mail Forwarding to service our international customers. Please see the support section for more details, http://www.citygrounds.com/Support.aspx or you can also learn more at https://bongous.com/.
Please note that Bongo will quote and bill you directly for any shipping and handling costs. You must provide to Bongo dimension and weight estimates for an accurate quote. NOTE, OVERSIZED PACKAGES, SUCH AS BIKES, FRAMES, AND WHEELS, WILL INCUR ADDITIONAL SHIPPING SURCHARGES FOR DIMENSIONAL WEIGHT.
Q: The subtotal on my shopping cart is above $100.00. Why am I still getting charged for shipping?
A: The “Free Shipping on Orders Above $100.00” does not apply to overweight/oversized products such as wheelsets, framesets and certain complete bikes. This disclaimer is highlighted in red, i.e. * Overweight/oversize charges apply to this item. Shipping restrictions apply and cannot be shipped to PO BOX or APO/FPO addresses. We take into consideration its bulky value and hope you can understand our policy. Moreover, please reference our Support Page located in “Community” with further details of our Free Shipping Offer: http://citygrounds.com/Support.aspx#Q1.
*If no overweight/oversized product is found on the shopping cart: Technical glitch. Please submit the order as-is with the Ground shipping charge applied and we will waiver the surcharge manually during processing.
Q: I ordered a complete bike. How is it packed? How much assembly does it require?
A: All complete bikes are pre-assembled in a factory box by the manufacturer. Although this is partially built, bikes are mainly put together just enough for shipping purposes. Further installation is advised including the front wheel, saddle, handlebar and pedals.
If you are at all hesitant with full assembly, we strongly encourage visiting your neighborhood certified dealer with a professional mechanic to arrange for a complete bike build. This ensures that everything has been installed correctly by a professional so that any warranty coming with the parts will be fully backed. Please see our Assembly Disclosure from our Support Page via the following link: http://www.citygrounds.com/support.aspx#Q1.
Q: I need to return/exchange an item. How do I go about this process?
A: Online purchases must be returned either by mail, or visit us at our new warehouse location in Irvine between the working hours of 9am-6pm. For the record, our retail locations will not be able to accept returning merchandise from the online shop.
Acceptable returns for credit, or online store credit must be in its original condition (unused, undamaged, retail tags in place) within 7 business days of receiving your order. Please take extra precaution when repackaging. A professional packer is advised for sizeable returns such as a wheelset, frameset, complete bikes—any product that is considered overweight/oversized. If otherwise, damage is likely while in transit, which may also affect the credit value . Please refer to the following link to our Support Page’s Returns and Exchanges Policies: http://www.citygrounds.com/info/support.
All returns/exchanges must be forwarded to the following mailing address:
City Grounds
Attention: Returns/Exchanges
1921 Alton Parkway
Irvine, Ca 92606
A Return Merchandise Form is required for all returning merchandise, which is found in the “here” link on this line, “Download the Return Form here.”
Q: I am getting an order shipped to Canada and Customer Service contacted me about an additional shipping fee, how come?
A: When shipping to Canada, additional customs charges may occur depending on the dimensional size and weight of the package being shipped. If you have questions or concerns about this, please contact us at info@citygrounds.com or give us a call at 1-866-550-7423.
Q: Item is for "Will Call Pickup Only". What does that mean?
A: Certain items are only available through Will Call/Pick Up at our warehouse location in Irvine, California. Due to a Manufacturer Warranty Agreement between our company and the manufacturer, we are not allowed to ship out these items.
Q: I thought Will Call is "in store", how come I can't pick up at one of your retail store locations?
A: Online orders are separate from our retail shops. Will Call items are only available for pick up at our warehouse location in Irvine, California. We will not transfer any online order for pick up at any of our retail locations.
Q: I chose "Will Call", when can I pick this up?
A: Will Call items are only available for pick up at our warehouse location in Irvine, California. Customer Service will contact you upon availability with our warehouse address and operational hours.
For complete bikes: Please place an online order and we will offer a complimentary (!) bike build done by a professional mechanic. Full assembly will take roughly 3 - 4 working days in consideration of our mechanic’s current queue. To request for assembly, please leave a note on the comment box during Secured Checkout, or email Customer Service at info@citygrounds.com with your web order number.