FAQ
What is considered a «proof of purchase»?
A copy of the original sales receipt is what we consider a «proof of purchase»
What is a «defect in workmanship»?
A «defect in workmanship» can be defined as any problem with the product that should've been caught by our quality control inspection but wasn't. These types of problems include crooked parts, missing welds, etc. Basically, any step in the manufacturing process we forgot to do, or did incorrectly is considered a «defect in workmanship». For instance, if a brake mount that is missing internal threads or a cable stop that is welded on backwards, these are all examples of «defects in workmanship». A break or a bend in a part is not necessarily the result of a «defect in workmanship».
What if I break or bend my bike?
If you have your original sales receipt, that show that the frame is not older then 2 years and if the break is not related to stupid behaviour, we will replace it free of charge. If the break is related to an impact, poor maintenance or stupid behaviour, and if the damage is repairable, we will repair it at a reasonable price, if the damages are not repairable we can sell you a frame for a reduced cost via our crash replacement program. However, we will try to get you on a frame that is right for what you're doing so the problem won't likely happen again.
I had a hard time getting my headset/bottom bracket in so the guy at the bike shop took the grinder and plasma cutter and started grinding away on my frame and now it's really messed up. Does this void my warranty?
Yes. This is a bad situation. You should have called us before anyone started grinding on anything. Send the frame back and we'll make it work somehow. If we can't, we'll work with the shop to help get you a replacement frame at no cost.
I bent my dropouts, can I get a new frame?
No. If you have proof of purchase you can ship the frame to us and we'll weld a new dropout on. For a small charge we'll strip the frame, powder coat it and ship it back to you.
If I'm able to get a «cost replacement» deal, does it have to be on the same frame I had before?
No. But it should be a frame of the same size, built for the same purpose.
I bought my frame from my buddy and now it's cracked. Can I send it in for a «cost replacement»?
No. You must be the original owner.
Can I get another «cost replacement» deal on a bike that I already got on a warranty deal?
Yes. We suggest you call and explain the situation so we can get you on something that will hold up better for you. You must send a copy of the original sales receipt.
What kind of impact, poor maintenance or stupid behaviour will void my warranty?
Basically, anything that we can't feel responsible for. If there's an impact mark on your chainstays and for some strange reason your head tube is rip out? Don't worry we will warranty it, but if we see that the failure is related to an impact because you smashed straight into a wall or a big three... the warranty will not cover the damages. Rule #1 : tell us the real deal and we will do our best to help you out. Its just like buying a new WRX and smashing it into a three on the first corner you take sideways...the car dealership wont replace the car at no cost, but they will fix it for you if you pay for it.
Can I have some stickers, can you give me stickers, it's all about the stickers!
Go take a look at our online store and order a sticker package.
