Key Policy Highlights
Returns must be requested within 30 days of delivery for a refund, or within 60 days for exchange or store credit. Even in cases of shipping errors or product issues, requests not completed within these timeframes are considered closed.
Items must be unused and in resalable condition, including original packaging, tags, manuals, accessories, and components.
Certain items are not eligible for return, including safety equipment, opened or activated electronics, and installed or mounted products.
Order Processing
Orders are typically processed within 1–3 business days, unless otherwise stated on the product page.
Processing time refers to the time required to prepare and ship an order and does not include carrier transit time. Orders are not processed or shipped on weekends or holidays.
For fraud prevention and order accuracy, the store may verify certain orders before shipment. Orders may be delayed or cancelled if verification cannot be completed.
Shipping Information
Orders over $100 qualify for free economy ground shipping within the continental United States for standard-size items.
Free shipping excludes oversized, bulky, or specialty items that exceed standard carrier size limits.
Orders under $100 have shipping calculated at checkout based on destination, package size, weight, and carrier rates.
Some products may require adjusted shipping charges due to packaging requirements, size, or quantity.
Estimated Shipping Ranges (Reference Only)
Bikes: $75–$299
Backpacks & travel bags: $10–$200
Roof racks & mounting systems: $30–$350
Camping gear: $35–$180
Long items (rods, paddles, poles): $30–$120
Large gear (cargo boxes, paddle boards): $120–$400
These ranges are estimates only and may vary based on destination, carrier surcharges, package dimensions, and packaging requirements.
Shipping charges are non-refundable, except in cases of verified store error.
Delivery estimates are not guaranteed and may be affected by carriers, weather, holidays, or operational delays.
Shipping Carrier & Delivery
Customers may select a shipping method at checkout when available. If none is selected, the store may choose the carrier and service.
Once an order has shipped, delivery timelines are controlled by the carrier.
Expedited services (Next Day Air, 2-Day shipping) apply to carrier transit time only and do not shorten order processing time.
Delivery Confirmation & Missing Packages
Orders marked delivered by the shipping carrier are considered successfully delivered.
Customers are responsible for ensuring a secure delivery location is available for incoming shipments.
Customers experiencing delivery issues should first check with household members, neighbors, and the delivery location, then contact the shipping carrier.
Claims for missing packages after delivery confirmation may be denied. The store may assist with carrier inquiries but cannot guarantee recovery or replacement of delivered packages.
Shipping Protection
Shipping Protection may be available at checkout and covers loss or damage during transit only.
Shipping Protection does not cover theft or loss after delivery confirmation.
Claims may require carrier tracking information, photos, or additional documentation.
Signature Confirmation
Signature confirmation may be selected at checkout. When chosen, the carrier will require a signature upon delivery.
If signature confirmation is declined, shipments may be delivered without a signature according to carrier procedures, and the store is not responsible for unattended deliveries.
Incorrect Address & Return to Sender (RTS)
Customers are responsible for providing accurate shipping information.
Packages returned due to incorrect addresses, failed delivery attempts, refusal, or unclaimed delivery are treated as Return to Sender (RTS) shipments.
RTS orders may be reshipped at the customer's expense, or refunded minus original and return shipping costs.
Returns & Exchanges
Items must be visually inspected as soon as possible after delivery.
Return eligibility depends on item condition, timing, product category, and resalable condition.
Bikes are final sale and are not eligible for return or exchange.
Returning Your Purchase
In-Store Returns
Items may be returned at our retail location during store hours, subject to the eligibility requirements in this policy.
Mail-In Returns
To return an item by mail, submit a request through our Order Returns Page.
Once your return is approved, you will receive a Return Authorization (RA) and instructions for returning the item.
Customers are responsible for return shipping costs for refunds, unless the return is due to a store error.
Refund Processing
Refunds are issued to the original method of payment, unless store credit is requested or required.
If the original payment method cannot be refunded (for example, an expired or cancelled card), store credit will be issued as a gift card.
Refunds to credit or debit cards typically appear within 5–10 business days, depending on the financial institution.
Return Timeframes
Within 30 days of delivery: refund to original payment method
31–60 days: exchange or store credit only
Returns are not accepted after 60 days, unless required by law.
Returns must be requested within 30 days of delivery for a refund, or within 60 days for exchange or store credit. Even in cases of shipping errors or product issues, requests not completed within these timeframes are considered closed.
Return windows are based on the carrier-confirmed delivery date, not the purchase date.
Return Condition Requirements
Items must be unused and in resalable condition.
Resalable condition requires all original packaging, tags, manuals, accessories, and components.
Items that show use, washing, installation, assembly, or modification are not eligible for return.
Returns missing packaging or components may be refused or issued reduced store credit.
New & Unused Items
Items showing outdoor use, wear, dirt, odor, installation, or extended wear are considered used and are not eligible for return.
Footwear showing sole wear, dirt, or trail use is considered used and not eligible for return. Footwear should be tried indoors only on a clean surface until fit is confirmed.
Additional restrictions apply to electronic devices (including but not limited to Garmin, Coros, Lowrance, Humminbird, and comparable products whether listed or not), as well as climbing, avalanche, and other safety equipment.
Non-Returnable Items
The following items are not eligible for return:
Climbing and mountaineering equipment
Avalanche safety gear including beacons and airbags
Modified or customized ski/snowboard equipment
Electronics once opened or activated (including Garmin, Coros, Wahoo, Lowrance Humminbird etc)
Headphones, earbuds, and wearable audio devices once opened
Vehicle rack systems once installed or assembled
Items requiring installation or mounting once installed
Hygiene or personal-use items once opened
Products that have been installed, assembled, or modified
This list is not exhaustive.
If a non-returnable item is shipped back, the store is not required to accept it, and shipping costs remain the customer's responsibility.
Items reported as defective after use, installation, or activation may be subject to manufacturer warranty service rather than store return.
Exchanges
Exchanges depend on product availability.
If the requested exchange item is unavailable, the request will be processed as a return:
Within 30 days: refund
31–60 days: store credit
Exchange requests do not extend return deadlines.
Online exchanges (when the replacement item is available) and returns for store credit may qualify for free return shipping.
Refunds
Refunds are issued to the original payment method, unless store credit is required.
Original shipping charges are non-refundable.
Return shipping costs for refunds are the customer's responsibility.
Refunds may take 5–10 business days to appear depending on the financial institution.
Order Cancellations
Orders may be cancelled before shipment.
If an order has already shipped, cancellation is not possible. Refused deliveries will be treated as standard returns and return shipping charges will apply.
Gift Returns
Gift returns require proof of purchase (order number or gift receipt).
If the original payment method cannot be refunded, store credit will be issued as a gift card, which does not expire.
If proof of purchase is unavailable, the store may attempt to locate the transaction using available purchase details.
In-Store Transactions
In-store returns, exchanges, and used gear buy-backs may be available at the store and are subject to the same eligibility requirements and conditions outlined in this policy.
Warranty & Manufacturer Claims
Returns are not accepted for items showing misuse, abuse, damage, or normal wear.
Manufacturing defects must be reported within the manufacturer's warranty period.
Warranty claims are handled according to the manufacturer's warranty policies.
The store may assist with the process, but claims are ultimately handled by the manufacturer.
Inspection & Reporting
Items must be visually inspected immediately after delivery.
Inspection means checking packaging and item condition for shipping damage, missing components, or incorrect items. Inspection does not include powering on, activating, installing, or otherwise using the product.
Visible shipping damage must be reported within 48 hours of delivery.
Customers may be required to provide photos of the shipping box, packaging materials, shipping label, and the affected item to support a carrier damage claim.
Original packaging should be retained until inspection is complete, as carrier claims may be denied if packaging is discarded.
Failure to report issues within the required timeframe may void eligibility for returns, exchanges, or shipping damage claims.
Final Determination
All returns, exchanges, and store credit requests are subject to final inspection and approval.
The store reserves the right to refuse returns, limit return privileges, or deny future returns in cases of policy abuse, excessive returns, suspected fraud, or violations of this policy.
Additional verification may be required before approving refunds, replacements, or claims.
Chargebacks & Payment Disputes
Customers are encouraged to contact the store directly to resolve any order issues before initiating a chargeback or payment dispute.
Orders disputed through a payment provider may be ineligible for return, refund, or exchange processing until the dispute is resolved.
Fraudulent disputes or abuse of chargeback processes may result in denial of future purchases or services.
Policy Interpretation
The store reserves the right to interpret, modify, or apply this policy at its sole discretion, consistent with applicable laws. This policy does not limit any rights that may be provided to consumers under applicable local, state, or federal law.
Proof of Purchase
All returns require proof of purchase (receipt, order number, or gift receipt).
Returns without valid proof of purchase may be declined.
How to Initiate a Return
Reply to your order confirmation email
Email customerservice@ascentcycles.com with your order number and details.
Submit the return form on our website
Return in person during store hours
To initiate a return or exchange, you're welcome to reply to your original order confirmation email, email us at customerservice@ascentcycles.com with your order number and details, or complete the form to the right. Our team is here to help and will guide you through the next steps.
We kindly ask that you review our return policy before submitting your request, as it contains important details. Exchanges and returns for store credit are always free. For returns issued back to the original method of payment, return shipping costs are the customer's responsibility and will be deducted from the refund once processed.
