Q: Do you charge tax?

A: Since we have a physical presence/facility in California, we must collect applicable sales taxes from online customers in California. If the billing or shipping address is in California, by law we are required to collect 7.75% sales tax.

If your address is outside of California, sales tax is exempt.

Q: Why is my card getting declined?

A: Possible reasons your transaction declined at Checkout:

  • You entered a billing address that does not match the information on file with your card issuer. This is the #1 error most customers experience.
  • You entered a CV2/security code that does not match your card.
  • You entered an international card.
  • Rejected by your card issuer. Contact your card issuer for clarification. We do not have any control over a financial entity's actions.
Q: What's the status of my order?

A: Processing may take 1 to 6 business days (excluding weekends and holidays). During the busy seasons (spring and summer), we may need additional time because of the heavy volume of sales.

If you feel that your order is taking longer than expected, please contact Customer Service at support@citygrounds.com or toll-free (866)-550-7423 to check on the status.

Q: Is this item in stock?

A: We will do our best, but we cannot guarantee the likelihood. 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.

Q: I already placed an online order. Can I edit my shopping cart?

A: We will do our best, but we cannot guarantee the likelihood. 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 cannot update an order:

  • if the new total is different from the original total submitted at Checkout. For example, you want to update to a $200 bike, but your original order is $100. Because your new preferred bike is priced above your original bike, we are unable to perform this update.
  • if already fulfilled, shipped and on its way to you.
Q: I ordered a complete bike. How much assembly does it require?

A: Complete bikes are pre-assembled about 80-90% by the manufacturer. Although partially built, bikes are mainly put together just enough for shipping purposes. Some assembly is required including but not limited to: saddle, handlebar, pedals, installing front wheel, and wheel truing. Tools for assembly are not provided by the manufacturer.

If you are unsure about assembly, we strongly encourage you to visit your local bike shop and have a professional mechanic complete assembly. This will give you a peace of mind that everything has been installed correctly by a professional, and doing so will activate warranty.

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: When will my payment method be charged?

A: Immediately at the point of sale. Our payment processor automatically captures your payment prior to order fulfillment.


Q: Can you give me a shipping quote to my area?

A: Please add the items you are interested in to cart and proceed to check out. On the second page of check out, shipping rates will be provided there. 

Q: Can you ship to Alaska and/or Hawaii?

A: Our Checkout is not yet configured for shipping to Alaska and Hawaii. For alternative options, please contact our Customer Service Team at toll-free (866)-550-7423, or email support@citygrounds.com.

Be advised that our Free Shipping Offer applies only to the lower 48 states, not including Alaska and Hawaii. For example, shipping rate for a bike to Hawaii is roughly $200.00+ with FedEx or USPS.

Q: Can I expedite my order?

A: We have disabled this feature due to the high rate for expedited shipping on larger packages (usually 75% the cost on a bike). If shipping time is pertinent to your purchase, please review our processing time and reach out to customer support for additional questions or concerns. 

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 in the US or Canada such as an international freight forwarding company. We are not affiliated with any forwarding service and unable to offer suggestions.

Q: The subtotal on my shopping cart is above $100.00. Why am I still getting charged for shipping?

A:Free shipping offer is only available on select parts and gear. Shipping costs vary dependent on product and destination.


Q: My package shows delivered, but its not here?

A: Please first check in with other members of household or possible neighbors to see if they may have signed for it or held it aside for safe keeping. If product still is reported missing please contact Customer Service toll-free at 866-550-7423 or support@citygrounds.com, provide them with your order number and they will look into this further.

For all lost packages City Grounds is responsible for first filing a Retrace Investigation with our shipping providers with a 14 day period. If 14 days has passed prior to us finding out we will still try however there is very little that can be done at this point. The retrace investigation can take up to 72 hours. Once over, City Grounds will then review the case and provide you with next steps in possibly rectifying your situation. Each case is different and is very dependent on information retrieved during retrace investigation.

Please note that we cannot refund your purchase for lost or "Porch Pirated" packages. Our best course of action is to reimburse in form of Store Credit towards a future purchase or ship out a replacement bike.

Assembled & Delivered (Currently Unavailable) 

Q: Is Assembled and Delivered available to my address?

A: We can check! Please contact Customer Service toll-free at 866-550-7423 or support@citygrounds.com, provide your Zip Code and the specific bike you had in mind, and we will do our best to find a participating mechanic local to you.

Most metropolitan areas such as Los Angeles, New York City, Miami, and Chicago are serviceable. Rural areas might be a challenge, but we will do our diligence to check.

Q: How long will assembly take?

A: Each mechanic will differ in assembly time, but on average this can take up to 7 days.

Mechanics will be understandably busy during peak seasons (Spring, Summer, end of year holidays) and may require additional time. If you have an important deadline, let us know and we will relay the message to our mechanic.

Q: Can I contact the mechanic?

A: We cannot disclose any information on any of our participating mechanics. All communication from customer to mechanic must be relayed by our Customer Service Team. The mechanic will contact you after assembly to schedule delivery.

If you want to check the status of your assembly or other inquiries, please contact Customer Service toll-free at 866-550-7423 or support@citygrounds.com, and we will contact the mechanic on your behalf.

Q: Why does my tracking indicate delivery to a different address?

A: That different address is the mechanic's. First, we must send your bike to our participating mechanic local to you to perform assembly. After, the mechanic will schedule delivery of your fully built bike to your address.

Pick Up at Warehouse

Q: What is "Pickup at Warehouse?"

A: Pickup at Warehouse is a free shipping option that allows you to pickup your online order at our warehouse in Irvine, CA. Although not a traditional retail sales floor, we encourage all orders to be placed online in advanced, so our team can have them ready for pick up apron your arrival.

Not all models are assembled and ready for viewing upon order. Orders with bikes include a complimentary assembly free of charge. Once ready, an automated pickup confirmation will be emailed out notating your bike is assembled and available.

Q: Do I need to bring anything at pickup?

A: Please bring a valid photo I.D. such as your driver's license. Your I.D. must match your receipt.

We will not release a pickup order if you do not have proper identification. This is for your security.

Q: Can someone else pickup my order?

A: Credit Card: Ideally, the cardholder must be present at pickup. However, if the cardholder is not available, please contact Customer Service at toll-free (866)-550-7423 to discuss your request. 
For Additional Payment methods: We are unable to release the product to anyone outside of who is included on the order. Loans and Paypal fulfilment are in direct agreement that the names accounted for on order are to be who is eligible to pick up. 

Q: "This item is for pickup only at our warehouse in Irvine, CA." What does this mean?

A: Certain items are only available for Pickup at Warehouse in Irvine, CA. 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: Do I need to notify City Grounds before sending a return?

A: Not necessarily, but before pulling the trigger, we recommend letting our Customer Service Team know at toll-free (866)-550-7423 or support@citygrounds.com. Because we do not offer free returns, we can at least go over our Returns Policy and clarify any inquiries prior to your decision.

Just a heads up, the return process could be costly due to 1) again, we do not cover return shipping and 2) per policy, we will deduct a fee on orders with Free Shipping included.

Q: Can I exchange instead?

A: Sorry, but we do not offer exchanges as this will cause a lag in getting the product you truly want. We recommend submitting a new order, and returning the first order separately.

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

A: Acceptable returns are within 30 days of receiving your order. After 30 days, we cannot guarantee a refund will be approved.

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

A: Nope. Any used merchandise will render it unacceptable for a refund. We only allow returns that are in its original condition: brand new, unused, not damaged, packaging intact.

If your return is clearly used, we may issue a restock fee or reject. If rejected, you are responsible for the return shipment back to you.

Q: I received my refund confirmation, but it's not the full total. I was charged a fee. What is this?

A: If your return included Free Shipping, we will process a fee if the refundable amount is under the $100 Free Ship Offer.

For example, your total is $101.00 with Free Ship and you returned a $20.00 part. Because the refundable amount is $81.00, a fee will be deducted from your refund because 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.

Affirm Financing

Q: Is your personal information secure with Affirm?

A: Yes, protecting your personal information is very important to us. We encrypt sensitive data including Social Security numbers. We also maintain physical, electronic, and procedural safeguards to protect your information. We do not sell or rent your information to anyone. You can read more about our Privacy Policy here.

Q: Why was I prompted to link my checking account?

A: Affirm sometimes needs more information about your financial situation to evaluate your loan application. We may ask you to link your online checking account, which helps us determine your ability to repay a loan. If you are prompted to link your checking account and would like to continue with the application process, you may link your account by providing the login information for your online bank account.

Affirm does not store your online banking login information - we simply pass your login credentials to your bank via a secure service linking your checking account.

Linking your checking account DOES NOT authorize Affirm to debit your account. It only allows us to determine your ability to pay.