Ordering

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: City Grounds is unable to see reasoning as to why your transaction is being declined.

Possible reasons as to why include:

  • You entered a billing address that does not match the information on file with your card issuer.
  • You entered a CV2/security code that does not match your card.
  • You entered an international card.
  • Your card issuer rejected the transaction for security reasons.

With some card issuers, Payment may show as taken out of the account even when declined. Please understand that the funds have been declined and are not in our possession. Financial instructions may take up to 10 business days to reflect this correctly in your account.

 If a decline occurs it is best to contact your card issuer for clarification and to verify what information they may have on file for your account.

 We do not have any control over a financial entity's action's.

    Q: How long will it take you to prepare my order to ship or be available to pick up?

    A: Processing time for your package to leave our warehouse may take 1 to 6 business days (excluding weekends and holidays).

    Standard processing time remains the same for At Warehouse pick up orders. In some events, inventory transfers are required to get the desired item to our Irvine warehouse.

    During busier periods (such as big sales, winter holiday, and summer) additional time may be seen or required due to the heavy volume of orders.

    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.

    Standard ground shipping times will apply beyond this point.

    Q: Is this item in stock?

    A: All products that can be added to cart are currently available. 

    In the event you are trying to add multiple quantities but are unable to add to cart, inventory may be down to our last remaining item.

    For any inquiries regarding inventory contact our Customer Service Team at  (866)-550-7423, or email support@citygrounds.com.

    Q: Can I use multiple forms of payment at checkout?

    A: Our payment processor will only allow the input of one form of payment per order. City Grounds Gift Cards are the only exception to this and will allow them to be combined with another form of payment.

    Q: Can I edit or cancel my order after submitting?

    A: Given multiple fulfilment stations and the constant attempts to improve shipping times, we do our best to assist with edit and cancelation requests but are unable to guarantee the likelihood. If your order is yet to be fulfilled by our team , please email your request to our Customer Service Team at support@citygrounds.com. Please include Order Number, Full Name, (as seen on order) along with the item required to change or reason for cancelation.

    We are unable to make edits on orders that have been checked out using Affirm, PayPal, or ShopPay. In some cases, cancelation of original will be required.

    Q: How much assembly does a bike require?

    A: Bicycles are prepackaged in various levels of completion by the manufacturer. In many cases, styles and sizes may even show different levels of completion.

    It is best to take the product to a local bike shop for professional assembly.

    Q: Why does customer service need to follow up with me after I have placed my order?

    A: In some events, our payment processor may flag an order for additional screening. It is within City Grounds' standard procedure to contact the billing card holder for additional verification if order is flagged.

    This is a standard security tool aimed in both protecting cardholder and City Grounds. Customer Service will contact the card holder to review the transaction and payment information. Once verified, support will contact the issuing bank confirming all information and that the charge does show correctly on their side as well.

    Q: When will my payment method be charged?

    A: Our payment processor will automatically capture your payment at time of completing checkout.


    Shipping

    Q: How much is shipping?

    A: Shipping will vary depending on items included in cart.

    To get the most accurate quote, add all items to cart and input your shipping information. Shipping rates will be included on the second page of checkout. 

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

    A: Our checkout system is currently not configured for shipping to Alaska and Hawaii. For shipping quotes, please email into Support@CityCrounds.com. Include the products you are interested in, along with your ship to address. 

    Our team will provide a quote for shipping and product in form of email should you wish to proceed.
    Pleas be advised that our Free Shipping Offer applies only to the lower 48 states, not including Alaska and Hawaii.

    Q: Do you offer Expedited Shipping?

    A: Due to the high rates for expedited shipping on larger packages such as bikes, we do not offer this as a service.
    If shipping time is pertinent to your purchase, please review our processing time and reach out to customer support for additional questions or concerns prior to purchase. 

    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. Bikes and larger parts are subject to shipping fees dependent on product and destination.

     

    Q: Why does my package have a signature required?

    A: City Grounds includes signature requirements on all bicycles and larger value orders to ensure the package is delivered safely. 

    Please understand that a recipient will be required to sign for the release on the package and only three delivery attempts will be made by the carrier. In the event unavailable, package will be rerouted back to us. If unavailable to receive package, it may be best to request the package to be held at a local hub or access point City Grounds nor the shipping carrier will be able to remove the signature requirement.

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

    A: Please first check in with other members of household or if possible neighbors/apartment manager 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 at 866-550-7423 or support@citygrounds.com, providing them with your order number to assist in filing a claim if able.

    For all lost packages City Grounds is responsible for first filing a Retrace Investigation with the shipping providers within a 14 day window after delivery date. The retrace investigation vary depending on carrier, however they may require up to 10 business days for a result to be reached. Once completed, City Grounds will then review the case and provide you with the next steps in possibly rectifying the situation. Each case is different and is dependent on information retrieved by yourself and carrier during the investigation. We are unable to expedite this process nor can we ship out a replacement without reaching a resolution.

    Please note that we cannot refund your purchase for lost or "Porch Pirated" packages if signature is not required.


    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 Irvine, CA warehouse. Standard processing time will still apply as we may require to transfer your product to this location. All bicycles include complimentary assembly.

    An automated pick-up confirmation email will be sent out notifying you when your order is ready. 
    Please note pick up times are with our operating hours of Monday- Friday from 9AM-4PM. 

    As we are not a traditional retail store, not all models are assembled and ready for viewing.

    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 the name and address provided on order.

    We will not release a pickup order if you do not have proper matching identification.

    In the event you are picking up an assembled bike, an assembly checklist will be emailed out in advanced to your arrival. You are welcome to sign prior to pick up, but it is encouraged to sign in person at warehouse confirming assembly.

    Q: Can someone else pickup my order?

    A: An order will only be released to a party who has been authorized for pick up by both cardholder and City Grounds. In the event you do not include the party picking up on order, please contact customer support at (866) 550-7423 to review requests.

    Please note that if you have paid with PayPal, Affirm, or ShopPay we will be unable to release the product to anyone outside of of who was included on your order. 


    City Grounds Rewards

    Q: How do I earn points?

    A: Points can be earned in a variety of ways, which include creating an account, making a purchase, following us on social media and leaving product reviews.

    Q: How do I use my points?

    A: Points can be used to redeem discount codes on future items. This includes exclusive offers on merchandise. 
    While logged in to your customer profile, you can use the widget in the bottom left of our site to redeem a coupon code. Both item and discount code will still be required to add to check out.

    Q: If I placed an order but didn't have an account, will I still receive points?

    A: Points will be stored under the email you use for your order even if an account if not used. You are free to activate your account at any time to retrieve them. 

    Q: Do Points Expire?

    A: Nope, points will be saved to the email on file until used. 

    Q: I placed an order and made an account, where are my points?

    A: Points will only be rewarded to the email used to place an order at the time of fulfilment. 

    Q: I changed my mind on a redemption. How do I get my points back?

    A: In the event you have redeemed a code that you no longer want, please reach out to customer support. As long as the code is unused, we will be happy to assist in voiding the redemption and auditing your points. 

    Q: Can I use multiple reward discount redemptions on one order?

    A: The discounts generated through the Redeem Rewards section currently creates them as "non-combinable. This is something our team is working on to improve.

    In the event you are trying to use multiple rewards in one purchase, please reach out to customer service directly at (866) 550- 7423 or Support@CityGrounds.com. 


    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) 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: As we do not offer free returns, the shipping cost is deducted from the return. This will include any discounted or waived shipping fees. your return included.


    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 contact our 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
    • Serial Number

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

    In the event product was received with damage.  You will require to report this within 30 days of receiving the product. 

     


    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.