At ROCKSHOX Sales, we understand that performance cyclists demand precision in every component and service. Our shipping and returns policies are designed with the same attention to detail we apply to our premium cycling parts.
Shipping Information
Order Processing
All orders are processed within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.
Shipping Methods & Delivery Times
Standard Shipping (DHL/FedEx):
– Shipping fee: $12.95
– Delivery time: 10-15 business days after dispatch
Free Shipping (EMS):
– Available for orders over $50
– Delivery time: 15-25 business days after dispatch
Note: Delivery times are estimates and may vary based on destination. We ship worldwide except to certain Asian countries and remote locations.
Accepted Payment Methods
We accept: Visa, MasterCard, JCB, and PayPal
Returns & Exchanges
We stand behind our premium cycling components with confidence. If your purchase doesn’t meet your expectations, our returns process is as smooth as a well-tuned drivetrain.
Eligibility
To qualify for a return or exchange:
- Items must be in new, unused condition with original packaging
- Returns must be initiated within 15 days of receiving your order
- Proof of purchase is required (order number or receipt)
Non-Returnable Items
For safety and hygiene reasons, the following components cannot be returned:
- Chains (once removed from packaging)
- Handlebar Tape (unwound products)
- Cassettes (installed or used items)
- Bottom Brackets (installed components)
Returns Process
- Initiate Your Return: Email us at [email protected] with your request using the template below
- Receive Authorization: We’ll respond within 48 hours with return instructions and an RMA number
- Package Securely: Repack items in original packaging with all included components
- Ship Your Return: Send to our Fayetteville facility (return shipping is customer’s responsibility)
- Inspection & Processing: We’ll inspect items upon arrival and process your refund within 3 business days
Return Request Template
Subject: Return Request – Order #[Your Order Number]
Body:
Dear ROCKSHOX Sales Team,
I would like to request a return/exchange for my recent order (#[Your Order Number]). Below are the details:
Item(s) for return: [Product Name(s) and SKU if available]
Reason for return: [Please specify – wrong item, defective, etc.]
Preferred resolution: [Refund / Exchange for (specify product)]
Please provide return instructions at your earliest convenience.
Best regards,
[Your Full Name]
[Your Contact Information]
Refund Timeline & Methods
Once we receive and inspect your return:
- Processing Time: 3-5 business days after receipt
- Refund Method: Original payment method (Visa, MasterCard, JCB, PayPal)
- Bank Processing: Additional 3-10 business days depending on your financial institution
Exchange Policy
Prefer a different component? We offer exchanges for items of equal or greater value:
- Exchanges must meet the same eligibility criteria as returns
- Price differences will be charged/refunded as appropriate
- Exchanges ship once we receive and process your return
Damaged or Defective Items
If you receive a damaged or defective component (rare, but it happens even with premium parts):
- Contact us immediately at [email protected]
- Include photos of the damage/defect and packaging
- We’ll arrange a prepaid return label if needed
- Expedited replacement shipping at no extra cost
Our Commitment to Performance
At ROCKSHOX Sales, we understand that when you’re upgrading your ride, every component matters. Our policies reflect our commitment to precision – in both our products and our service. Should you need to return any items, we’ll handle your request with the same attention to detail we apply to manufacturing our drivetrain components.
For any questions about shipping or returns, contact our team at [email protected].
ROCKSHOX Sales
7034 West John Garrison Road
Fayetteville, US 72704