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Store Policies

Satisfaction Guarantee

We stand behind everything we sell. If for any reason you are not satisfied with your purchase, simply return the item within 30 days and we'll replace it or give you a refund. Please read "Returns" below for more information.

Information Security

We protect the security of your information during transmission by using Secure Sockets Layer (SSL) software, which encrypts all of the information you provide to us and prevents outside parties from being able to "see" your transaction information. When your account information is displayed on your screen, we only display the last five digits of your credit card numbers. You also have the choice of whether or not to save credit card information with us in your Online Account.

We sometimes use other companies (third-party service providers) to perform functions on our behalf. Examples include fulfilling orders and delivering packages. They need access to some personal information in order to perform their duties but may not use this information for other purposes.

Returns

If there’s a problem with a product that you purchased from us, please bring it back to us. We will refund the original purchase amount (minus shipping costs) within 30 days of your purchase for items returned in new condition or are defective. Merchandise returned that appears used may be subject to a restocking fee. 

Labor fees, such as custom wheel builds or other services, are non-refundable.

 Complete Shipping & Return Policy

Prices and Information

Our website is intended to help you. We make every effort to maintain current, accurate prices in our online catalog. And we strive for similar accuracy and timeliness with the other information we offer here. However, inventory or pricing errors may occur, and we reserve the right to decline or cancel any orders where mistakes or discrepancies in price or stock status exist regardless of the source of the error. We appreciate your understanding and apologize for any inconvenience such mistakes may create. Please bring any errors you find to our attention on your next visit or by calling or emailing us. Oversize items may incur additional shipping charges. We reserve the right to cancel orders from suspected resellers. Thank you!


Order Cancellation Policy

We strive to provide our customers with the best possible shopping experience. In order to maintain fair pricing and product availability for all our valued customers, we have implemented a policy regarding the cancellation of orders from suspected resellers.

Policy on Suspected Reseller Orders

We reserve the right to cancel orders that we suspect are placed by resellers. This policy is in place to ensure that our products are available to our individual customers and not diverted into secondary markets. Suspected reseller orders may be identified through various indicators, including but not limited to:

  • Large Quantity Orders: Orders that contain large quantities of the same item, which are inconsistent with normal consumer purchasing patterns.
  • Multiple Orders: Multiple orders placed by the same customer within a short period of time, particularly if they are for the same item.
  • Shipping Address: Orders with shipping addresses associated with known freight forwarders or warehouses used by resellers.
  • Account Activity: Unusual account activity that suggests purchasing patterns typical of resellers.

Cancellation Process

If we identify an order that we believe may be from a reseller, we will take the following steps:

  1. Order Review: Our team will review the order details and customer account activity to assess the likelihood that the order is for resale purposes.
  2. Customer Notification: If we decide to cancel the order, we will notify the customer via email, providing the reason for the cancellation.
  3. Refund Issuance: Any payments received for the cancelled order will be refunded in full to the original payment method. Refunds may take 5-10 business days to process, depending on the payment provider.

Appeals and Inquiries

Customers who believe their order has been wrongly identified as a reseller order may contact our customer service team. We encourage affected customers to provide additional information that may help clarify the nature of their purchase. Please reach out to us at Support@dirtroosterbicycles.com with your order details and any supporting information.

Policy Updates

We reserve the right to update or modify this policy at any time without prior notice. Any changes to this policy will be posted on this page and will take effect immediately upon publication.

Thank you for your understanding and cooperation in helping us maintain a fair shopping environment for all our customers.

In-Store Pickup

In-store pickup is free for all items, including bikes. Most orders will be ready within one business day. Please keep in mind that some items may require additional processing time to transfer from off-site locations. Other items may require additional processing time for assembly. We will call or email you once your order is ready for pickup. 

If you need an item right away, please call us to confirm that the product is available before heading over to our store. Unless special arrangements are made in advance, orders need to be picked up within 30 days or a 10% restocking fee will be charged.

At Dirt Rooster Bicycles, we only charge your account once your order is picked up. Please be aware that, depending on the payment processor chosen during checkout, there is a 7-day window for claiming in-store pickup items. If the items are not claimed within this timeframe, the transaction will be automatically voided and our support team will send you an email notifying you, along with prompts to resubmit your order.