Frequently Asked Questions
Making changes/deletions/additions to your order
Changes: Due to our order volume and inventory management system, we can’t guarantee that we’ll be able to change your order once you’ve submitted it. If you’d like to make a change (e.g., a size or a color), please email us at email@example.com with the order number in the subject line (e.g. “Request for changes to order #123456”). We will get back to you as soon as possible.
Deletions: If we haven’t packed the order yet, we can delete an item and refund your credit card appropriately.
Additions: If you’d like to make an addition to your order, please place a separate order for the item(s) you’d like to add. Make sure to include the number for the original order in the “Comments” section of the checkout process (e.g. “Combine with order #123456”). We will modify the shipping costs and refund your credit card the appropriate amount after the orders have been processed. We’re pretty fast, so contact us at firstname.lastname@example.org prior to placing your second order to make sure your first one hasn’t already been labeled and shipped.
Shipping & Delivery
Standard Shipping: Shipping charges for domestic orders are displayed after you add items to your cart. Our standard shipping services are US Postal Service (USPS) and Fedex. We choose the shipping service based on the size, weight, and value of your order. Items shipped USPS typically are delivered within take 2 - 3 business days. Fedex Ground service could take up to 7 business days to the West Coast. Oversize charges may apply to some items shipped outside the contiguous US (e.g., Alaska, Hawaii, and military addresses). We will notify you of these charges prior to shipping.
Free Shipping: Velo Orange offers free shipping for retail orders of $150 or more within the continental US. If you have a subtotal of $150 or more in your shopping cart when you check out, you can enter the coupon code 150SHIP to get free shipping. Note that free shipping has a transit period of 5 - 7 days versus regular service (2 - 5 days). As any two orders of the thousands we've processed over the years were rarely alike, we will still choose the best delivery method to ship your package based on its weight and value, either USPS or FedEx. The coupon will not work at checkout if any of the following applies:
- you are a wholesale customer - wholesale customers have a $400 minimum amount and will always be shipped 2 - 5 day service, no coupon code needed;
- your cart doesn't meet the $150 threshold in a single order;
- your shipping address is outside the continental US (the contiguous states).
Expedited Shipping: If you are interested in expedited shipping, please make a note in the comment field of the order or send us an e-mail with the date your order needs to arrive. We will email a quotation for shipping costs once the order is packed and weighed.
Signatures: High value shipments typically require signatures. In fact, the Fedex default is anything above $500 automatically requires the recipient's signature. (Fedex may also require a signature that we never request, subject to the neighborhood and the package value). We can formally waive the signature requirement, but in doing so are essentially saying the package is of zero value; if it is lost or stolen, we cannot file a claim for replacement. If there is never anyone at home during business hours who can sign for high-value orders, you might consider entering a business address as your ship-to.
Velo Orange ships all over the world!
International shipments are sent via USPS First Class or Priority post, or FedEx Economy service, depending on the dimensions, weight, and value of the shipment.
For any orders over $300 USD, the shipping cost will not appear in your shopping cart total at checkout. This is because orders of that size can vary too much to estimate before packing. Instead, we'll pack the order, weigh and measure it, and e-mail your shipping options (exclusive of customs duties) for your approval. You may select one of the options or cancel the order; if you cancel your order, any money we have collected for the items will be refunded to you.
Estimated Delivery Periods:
- USPS First Class International’s transit period varies by destination country, but generally takes 10+ business days for delivery. Tracking to your address may not be available in some countries. Smaller, lower value shipments may ship USPS First Class.
- USPS Priority Mail International’s transit period is 6 - 10 business days to most major markets.
- FedEx Economy’s transit period is 4 - 6 business days to most major markets.
Please note that these delivery periods are not guaranteed, and the shipping is quoted exclusive of customs taxes and duties, which is the responsibility of the customer. Please note that we mark the actual purchase price on customs forms; if we don't declare a full price, then we can't insure it for the full value. Packages cannot be labeled as gifts or at a lower value. It is the customer's responsibility to research and pay for customs duties; we do not collect payment for these charges.
If expedited shipping is requested, please note in the comments section of your order at checkout, and email us at email@example.com. We will provide you a shipping quote with expedited options as soon as possible.
Returns & Replacements
If you have purchased your item(s) from a shop or distributor, please request returns or replacements from that business entity. We cannot issues refunds or replacements to customers who have not actually purchased the item(s) directly from the Velo Orange website/store.
Defective parts/accessories can be exchanged for one year from purchase date. We offer a 3-year limited warranty on frames/forks on defects in manufacturing and workmanship. You must show proof of purchase, as the warranty period starts on the date you bought it (invoices from Velo Orange are emailed to you, so don't delete that message before you print out your frame receipt). This limited warrenty applies only to the original buyer for frames purchased from Velo Orange, its authorized dealers, and its distributors.
We also accept returns/exchanges of unused items within 60 days of purchase. We cannot accept returns on "unused" items that have been altered in any way (e.g., polished, waxed, scuffed).
Sale items are not returnable unless obviously defective.
If for any reason you are not happy with your purchase, you may return the items within 60 days of the original purchase for a credit, less the shipping charges. Items must be in original, unused condition (components cannot have been installed) with the original packaging and tags. Because we cannot be responsible for packages mailed to us, we suggest that you use a trackable and insured mail service. Please allow 2 weeks from the time you mail your order for your return to be processed. You will receive an email confirmation once the return has been processed and your card has been credited. Returns should be sent along with this form.
Download the order return form here. (Right click link and click 'save link as')
Payment: All prices shown are USD. Orders must be made through our secure webstore. This way, there are no errors in entering information and payment is of the highest security standard. We therefore do not accept phone, fax, or e-mail orders. We currently accept all major credit cards as well as Apple Pay.
Documentation: Your final invoice/receipt is included in your shipping confirmation, which you will receive via email. Any changes that you've requested or authorized will not be reflected in the final invoice, as we cannot amend an order in our system once you've placed it.
Stock Levels: Our inventory system is pretty good. If you can put an item into the shopping cart that means it's in stock. But on rare occasions we mis-count; in that case we'll e-mail right away to inform you. Everything we sell comes from our own warehouse; we don't drop-ship from distributors or manufacturers.
Back Orders: We only accept orders for items that are in stock in our warehouse. If what you want is out of stock, make sure you sign up for a re-stocking notification which will be sent via email. To receive re-stocking notifications, you must set up a customer account through our store; this will also make it quicker for you to check out, since you can store billing and shipping information.
Special Orders: Since we buy in large quantities from factories and suppliers, we can easily order a case of 100 components, but not just one.
Viewing your Orders: By creating an account and logging in, you can view all of your previous orders.
Privacy & Security: Your credit card information is protected according to the specifications of PCI (Payment Card Industry) Compliance. This certification protocol is mandatory for any merchant that accepts credit cards and is renewed quarterly. No credit card information is stored by Velo Orange and all payment information is processed and stored on Shopify's secure servers. Please contact us if you have any concerns.