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FAQ

Ordering

Q: How do I order from your website?

A: Submitting an online order is an efficient and secure method that we encourage customers to use!

On the product page "Add Item to Cart" then "Go to Checkout". On "Checkout Information", enter the necessary details requested (Billing/Shipping Address). The billing address entered must exactly match the information on file with the card issuer.

"Save & Continue" to review your cart and apply your billing payment (credit/debit cards or PayPal). Hit "Submit Order" and you will be directed to a "Thank You For Your Order" confirmation. Subsequently, a Web Order Confirmation E-Mail (WOCE) will automatically send to the e-mail address provided on the order. Please keep in mind a WOCE is not your final sales receipt, rather, for reference only.

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 still curious, please contact Customer Service at toll-free (866)-550-7423, or email support@citygrounds.com to check 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: I already submitted an online order. Can I edit my shopping cart?

A: Immediately contact our Customer Service Team at toll-free (866)-550-7423, or email support@citygrounds.com for any changes to be made on a pending order. We are unable to update an order that is already fulfilled and shipped.

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 additional verification. This is simply our way of protecting your payment information. 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 the issuing bank of your card for final verification.

Q: Will my credit/debit card be charged immediately after placing an order?

A: Yes, your payment method will be charged at the point of sale.


Shipping

Q: How long does processing and shipping take?

A: Please allow 1 to 3 business days to process and ship your order. If your order consists of a bicycle that is being assembled by City Grounds, please allow 2 to 3 business days for our team to pack and process.

Online processing is Monday to Friday from 9AM to 5:30 PM PST. Orders submitted over the weekend will begin processing on Monday when normal business hours resume. Once shipped, estimated delivery time varies based on shipping method/carrier and delivery location. All orders are shipped from City Grounds warehouse located in Irvine, CA, unless otherwise stated.

Q: I was given a tracking number, but it's not working?

A: Shipment confirmation is automatically emailed as soon as an order is fulfilled. However, transit history will not upload on your tracking number until the carrier collects and scans all outgoing packages at the end of business day (after 5:00 PM PST).

Q: Can I request to expedite shipment?

A: 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 1 to 3 business days, and orders submitted over the weekend will begin processing on Monday.

Q: Do you ship internationally?

A: At this time, we only ship within the US and to Canada. We do not offer international shipping. Also, our Checkout Cart will only accept US and Canadian issued credit cards.

An alternative suggestion is to use PayPal with a confirmed shipping address (very important) in the US or Canada such as a freight forwarder. If the address is Unconfirmed (not verified as an address on file with your bank), a Customer Service Rep will follow up for additional information.

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 Over $100.00” promotional offer does not apply to overweight/oversized products such as wheelsets, framesets and certain complete bikes.

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 partially built, bikes are mainly put together just enough for shipping purposes. Some assembly is advised including the front wheel, saddle, handlebar and pedals.

All bikes purchased through City Grounds MUST be assembled by a certified bike shop mechanic. If the bike is NOT built up by a certified bike shop mechanic, any warranty will be void. Do retain a bike shop receipt for proof of assembly.

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 charges may occur depending on the dimensional size and weight of the package. If you have questions or concerns, please contact Customer Service Team at toll-free (866)-550-7423, or email support@citygrounds.com.


In-Store Pick Up

Q: I chose "In-Store Pick Up", when and where can I pick this up?

A: In-Store pick Up items are only available for pick up at our warehouse location in Irvine, California. Once your order is ready, Customer Service will contact you and provide our warehouse address and operational hours.

For complete bikes: We offer free assembly on all bicycle orders. Full assembly can take up to 3 to 4 business days. To request for assembly, please leave a note on the comment box during Secured Checkout, or email Customer Service at support@citygrounds.com with your web order number.

Q: Item is for "In-Store Pick Up Only", what does that mean?

A: Certain items are only available through In-Store Pick Up at our warehouse location in Irvine, California. Due to a Manufacturer/Dealer Agreement between City Grounds and the manufacturer, we are not allowed to ship out these items. Please contact Customer Service at toll-free (866)-550-7423 for an alternative solution.


Returns & Exchanges

Q: How many days do I have to send a return?

A: Acceptable returns are within 30 days of receiving your order. If you decide to return your merchandise after 30 days, you may exchange the item(s), or receive store credit.

Q: If I used the product, can I return it?

A: No. Any used merchandise will render it unacceptable for a return and exchange. We only allow returns that are in its original condition (brand new, unused, packaging intact).

Q: I received my return confirmation, but a shipping fee was charged. What is this?

A: Returned items on orders with Free Shipping Offer will incur shipping fees if refundable amount puts the order total amount below Free Shipping Offer.

For example, your total is $101.00 with Free Ship and you returned a $20.00 part. Because the new total is $81.00, a shipping fee will be netted from your return since the new total falls below the Free Shipping Offer for Orders Over $100.00.


Order Issues

Q: I received my order, but it's incomplete / wrong! How do I get this fixed?

A: Immediately contact support@citygrounds.com with the following information:

  • Your order number
  • Item that is missing, or incorrect
  • Photos of the item
Q: My bike is messed up! How do I get this fixed?

A: For all warranty claims, please Warranty Team at warranty@citygrounds.com. So that we can help you in a timely manner, make sure to include the following:

  • Your order number
  • Brief description of the claim
  • Photos of the item

Be advised that if the bike is NOT built up by a professional bicycle mechanic at a bicycle shop, any warranty will be void.