Support


Shipping

Processing

Please allow roughly 3 to 6 business days for order fulfillment. This includes orders selected with Express Shipping, At Warehouse Pick Up, and Assembled and Delivered. Business days are Monday to Friday, excluding weekends and holidays. Orders submitted after hours and over the weekend will begin processing the next business day when business hours resume. 

During peak season, we may require extra time to fulfill your order due to the heavy volume of orders.

Additional screening may be conducted on orders flagged by our processor systems or other reasons determined by our support service team to ensure your order is authorized. If your order is flagged by our processor as a high risk of fraud, we reserve the right to refuse to fulfill and refund your order. If you feel that a refund was made by mistake, email in at Support@CityGrounds.com.

Standard & Expedited Shipping

Tracking number will be available once the order is prepared for shipment and fully fulfilled with our warehouse team. Delivery details will upload on your tracking number once the carrier collects all outgoing packages at the end of the business day. 

Shipping times do vary depending on location.  

Standard Ground - 1-7 Business days. Delivers Monday Through Friday. 

2-Day Delivery - 2 Business days from fulfillment. 

Oversized/Overweight Items such as bikes, wheels, frames and misc. larger packages must ship to a physical address and will not ship to a PO Box and APO/FPO. 


Signature Requirement

Orders of high value or to a high-risk area will include signature requirement to ensure the package is delivered securely and safely. The carrier may also require a signature at their discretion. 

Your tracking will indicate whether a signature is required. We cannot remove signature requirement once your package is in transit. 

If you are unavailable at the shipping address, a recommendation is to hold the package at a nearby facility. Please call shipping provider to arrange package to be held for a more convenient pick up. Valid Identification will be required for pick up at facility. Packages failed to deliver after 3rd delivery attempt will reroute back to sender and will accrue shipping fees standard to our return policy.  

Free Shipping Offers

No coupon code is required to for Free Standard Ground shipping on orders over $100. Merchandise total must be over $100 after any promotions or discounts are applied and prior to inclusion of taxes and surcharges. 

Applicable for Standard Ground shipping to contiguous 48 states. Not applicable to Alaska, Hawaii, Canada, Expedited Shipping or Assembly offers. 

Overweight item surcharges still apply*. This offer may be changed at any time without notice. 

*Oversized / Overweight Items may include Bicycles, Frames, Wheels, Trainers and other large packaged items. 

International Shipping

Currently, we do not ship outside of the Contiguous US and Canada.  

Canada shipments are shipped via USPS International. Shipping turnaround varies due to customs and final delivery with Canada Post. 

A complete bike to Canada will be shipped in two separate boxes in order to fall within USPS dimensional regulations. Shipping confirmation will indicate two separate tracking numbers. This process may take up to 2 additional processing days to complete.  

Shipping to Canada may be subject to Customs, Duties, Taxes, Import, and Brokerage Fees. Any applicable fees are the recipient's responsibility and may need to be paid upon delivery. We do not have any control over these fees nor do the Customs Agency. 

Cancellation Requests Prior to Shipment

We understand that accidents happen or you may have changed your mind with your recent purchase. Please email in your cancelation request to Support@CityGrounds.com including Order Number, Full Name on order and Reason for Cancelation.

Please note that we are unable to guarantee cancelation requests. Our team will coordinate with one of our many fulfillment stations to intercept the package prior to shipment. In the event product has shipped despite requested of cancelation, customer is responsible for possible associated with the shipment of product.

Changing of Product After Purchase

We are unable to guarantee changes to an order, but will do our best to assist. Please reach out to our team via email to Support@CityGrounds.com and include Order Number, Full Name and Exact Product you wish to have edited to and from.

We will be able to make changes to order if order is yet to ship, totals do not affect the total of your order, and product requested to swap is in stock.

Please note that in some cases, cancellation/refund may be required, and a new order can be placed with the new preferred product.

Further, this change to an order may affect the overall processing time of your order.

 

Refused and Failed to Deliver Shipments

Packages that are refused during transit or failed to meet delivery* will be rerouted back to sender. Shipping costs and refusal fees will be passed along to the customer and deducted from returns total. 

 *Can be caused by but not limited to: Failed multiple delivery attempts, address provided includes typo, etc. 


Pick Up at Warehouse

Warehouse pick up is a free shipping option allowing local customers the ability to will call their orders at our Irvine, CA warehouse. Complimentary assembly is included with all complete bikes purchased and picked up at warehouse. 

All pick up orders are still required to be submitted online. Standard processing times still apply except in the event of warehouse transfers or assembly which may require additional processing time. 

Pick up confirmation will be emailed once completed and ready.  

If you have any further questions regarding your order please reach out to our support staff at support@citygrounds.com or call us at 866-550-7423 Monday through Friday 9 a.m. to 4:00 p.m. PST.   


Returns

Policy

City Grounds accepts returns within 30 days from delivery date. To be eligible for standard return, it is required to return your product in its original form (new, unused and undamaged, with original packaging and retail labels intact). 
 
Customers are responsible for all shipping costs associated with the order (Returns are not considered as free). This includes both the actual shipping cost waived for orders and items that have been initially marked as Free Shipping and the cost for return. If customer requires a return label, we can provide a shipping quote. 

 Additional restocking/shipping fees may be accrued to your return. These fees may include damages, incomplete returns, refusal, and the restocking of select made to order products (OC Ramps).  

All fees and shipping expenses will be deducted from returns total.  

All items marked 'Sale' and/or 'Clearance' are considered final sale and non-refundable. City Grounds Gift Cards are Final Sale. 


Instructions

Repack carefully and include additional protective material if necessary. A professional packer or bike shop may be advised for assisting if assembly has taken place. 

 If repacked haphazardly, damage will occur while in transit, which will result in either a restock fee or refusal of the return. 

Where to Send:

City Grounds
Attn: Returns
2072 Alton Parkway
Irvine, CA 92606

Complete the Packing Slip and include it along with the return. If you do not have a packing slip available, you may download and print the RMA Form by hitting the button below: 

RMA FORM

A thorough inspection is performed on all returns. This review process is about 5 to 10 business days. A return confirmation will be emailed with your refund result. Once a refund is issued, it may take up to 10 days for the refund to reflect on your billing statement. 

Please allow 3-6 business days for our Returns department to inspect and issue you a refund. 

PLEASE NOTE:‚ÄĮShipping fees, Service fees (such as Assembled and Delivered), and Surcharges are nonrefundable if product has shipped.¬†


Warranty

Policy

All Products are held to Manufacturer’s Policy and are reviewed with manufacturer on a case-by-case basis. Manufacturer warranties are to cover defects in materials or workmanship that occur within the normal lifespan and use of the product.   
 
Although not fully required by all manufacturers, it is advised to have a bicycle professionally assembled by a mechanic. In many cases, proof of assembly will be required by manufacturer to submit a warranty claim. Obtain an assembly receipt as proof of professional installation.

Manufacturer Warranty does‚ÄĮnot‚ÄĮapply to the following:¬†

  • Any part of a product that has been altered, repaired, misused, and improperly installed.¬†¬†
  • Aftermarket parts that are not original to the bike¬†
  • Damage from unintended style of riding, abuse, neglect, accident, and racing¬†
  • Deterioration of the paint, appearance of the product; rust/corrosion due to environmental effects¬†
  • Wear and tear of any product (including but not limited to - saddles, grips, tires, tubes, cables, spokes, brake pads, wheel braking surfaces, chains, bearings) that naturally and inevitably occurs as a result of normal riding¬†
  • Failure to provide regular maintenance of any product¬†
     

Additional Product Protections are treated separate from the Manufacture Warranty and are required to be filed with Protection Provider. 

Labor and shipping are the responsibility of the customer. We are not able to cover unauthorized parts purchased and labor performed by another bike shop unless stated otherwise by manufacturer.  
Due to evolution in product or availability, manufacturer may elect to provide credit for replacements or request a full return of product for reimbursement. 

 

Instructions

All claims are evaluated with the manufacturer of the item to determine the best course of action and get you serviced to the best of our ability. 

To start a warranty claim, the‚ÄĮoriginal owner‚ÄĮmust email our Warranty Team at‚ÄĮwarranty@citygrounds.com. We want to make this a smooth process for you and help you in a timely manner, so please include the following:¬†

  1. Order Number (to confirm date of purchase and determine if the item is still under the manufacturer’s warranty time limit). 
  2. Detailed description of issue on hand and when it occurred. 
  3. Photographs or video (if issue is audible, video with sound is REQUIRED) 
  4. Written Serial Number (if multiple on frame provide all) 
  5. If built at a bike shop, provide the assembly receipt 

Serial Number

All bikes are engraved with a serial number under the frame, stamped on the bottom bracket shell. We do not save serial numbers for any order. It is the bicycle owner's responsibility to record the serial of their own bike.

We recommend registering your bike on the National Bike Registry to protect your investment and reduce the loss from bicycle theft.

Bike got stolen? Sorry bud, but this unfortunate incident is not covered by warranty. Please file a police report with your local law enforcement, which requires your bike's serial number.

 

Assembly and Day-to-Day Pro-Tips!

  • Tighten your lockrings, cranks, pedals, etc. before and after every ride.¬†
  • Stripped threads, cranks, pedals, etc. are due to those parts not being tightened enough or lubricated properly at installation and are not covered by warranty.¬†
  • Part‚Äôs preinstalled by manufacturer may require inspection, lubrication, and or tightening upon receiving. Loose or over-tightened bolts can lead to component damage or failure.¬†
  • Left and Right pedals/cranks are not threaded the same. Your Left Pedal is reverse tightens counterclockwise when looking at the crank arm head on. This is done for safety and not a defect.¬†¬†
  • Tire pressure must be inflated to the recommended PSI, located on the sidewall of the tire. Having the right amount of air pressure helps prevent flats. Pump after every ride/week.¬†
  • Flats do occur from time to time. Inspect your tires regularly for debris you may have picked up on your recent rides. These are some of the more common flats seen outside of improper PSI.¬†¬†
  • Make sure your brakes are adjusted properly and securely. This can be checked by squeezing brake lever to ensure they are grabbing.¬†
  • Never hurts to be precautious. Record your serial number, save the assembly receipt, and keep a photo of your complete bike saved somewhere in the event of emergency.


Coupon Code Eligibility

50BUCKS

Take $50 off select eligible merchandise. Apply at secure checkout. Valid on select complete bikes and frames over $500.

Sale and clearance products are not eligible. Other exclusions may apply.

View Eligible Products

100BUCKS

Take $100 off select eligible merchandise. Apply at secure checkout. Valid on select complete bikes and frames over $1000.

Sale and clearance products are not eligible. Other exclusions may apply.

View Eligible Products

 


Gift Cards

Gift cards are redeemable only at CityGrounds.com and delivered digitally via e-mail. Physical gift cards are not available at this time.

Checking your balance: If a gift card is attached to your CityGrounds.com customer account, then you can check the balance through the link provided in the original purchase email notification. Otherwise, please contact our customer support team with your gift card # and they will be able to provide you the balance of your card.

Shop Gift Cards

 


Price Match

Our Price Match policy allows you to shop with confidence and takes out the worry of getting the best price for your purchase. We will match our competitors’ advertised prices on items that are currently available. We will also gladly match prices on closeout and sale items as long as the products are the same model, year, and are still available.

City Grounds will only honor advertised prices from other authorized dealers and retailers.

We require the following information to accurately and quickly help us review your Price Match Request:

  1. Your full name and email address
  2. Web page - Send us the exact url page of the product you wish to match
  3. Price to match - Let us know the price that you want us to match
  4. Your zip code - Sometimes dealers will have shipping exclusions and this info helps us determine the dealer's shipping rules

We do not price match out of stock, auction sites, dealers outside the USA or used items. By checking all of these boxes it helps you understand our policy.

Each Price Match Request is subject to verification and must be requested prior to checkout. Price matching will delay processing and shipment of your order.