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Returns Policy & FAQ

If you're not happy, we're not happy! At Santa Cruz Bicycles we aim to please, so if you're not completely satisfied with your order, we'll do whatever we can to make it better!  Please read our simple returns policy below, follow the steps, and remember - you can always contact us through orders@santacruzbicycles or toll free at 877-459-7560 with any additional order or product related questions.

The Basics
All returns packages must be received within 60 days of the date your order shipped from us.
Refunds can only be issued to your original payment method.
We do not have an "exchange" process - simply return your item and place a new order for the alternate item.  We will refund for the original order as appropriate (see below).
Shipping is non-refundable, except in cases where we have made a shipping error.

Non-Refundable Items
Returns received after 60 days of the original order shipment date.
Returns received in used, damaged or worn condition.
Any special offers where terms state that sale is final.

No Returns or Credits for Items Shipped Internationally

How to Return Something
Send an email to orders@santacruzbicycles.com with the original order number, the name of the item(s) you would like to return, and the reason for the return. We will issue you an RMA number to write on the outside of the package. You can then send it back to:

Santa Cruz Bicycles
Attn: Web Store Returns
2841 Mission Street
Santa Cruz, CA 95060

We'll use the credit card from your original order for any refunds necessary.

We recommend using a traceable method (ex. UPS or FedEx) for returns as we are not responsible for lost packages. 


Frequently Asked Questions

How do I find what I'm looking for?

There are a couple of ways to find stuff. You can use the category menu across the top of the page to browse items, or you can type words and phrases into the Search box.  Use quotes to search for entire phrase, "like this".

Once I place my order, how soon will you ship it?

Processing time can be 5 to 7 days during our peak season.

How long will it take for my order to arrive?

Standard shipping time within the continental US takes 5-10 business days. International orders usually take 3-5 weeks to arrive depending on destination and customs processing.

For rush orders, is there a cutoff time to ensure same-day shipment?

If you only see options for standard or ground shipping, this indicates rush shipment is not available at this time.  If rush shipping methods appear in the list of options, you must place your order by 11am PST for same-day shipment.  

What shipping method do you use?

Orders within the United States and Canada are shipped via UPS. For orders shipping to countries other than the United States and Canada, we quote shipping based on USPS Priority Mail Flat Rate. We may ship via alternate method depending on logistics, but we pick up the difference so you pay only what you see quoted. We choose the most sensible packaging to get you the lowest possible rate while ensuring that your order arrives safely.  *Note: Orders shipped outside the USA are subject to customs duties and fees applied by the destination country.

I need a replacement part for my bike. What's the easiest way to find it?

You can browse to it using the Parts and Tools category menu, or you can type your bike model and/or part name into the Search box.  Remember to use quotes to search for entire phrase. If nothing is found, try typing something more general - for example, Bearing.

How do I know which clothing size to order?

Our clothing sizes run fairly standard. If an item is known to have significant variance from standard sizing, we'll add a note to its description on the product page.

Do you send out free stickers?

For Free Promo Stickers please send a letter to us (at the address below) with another self-addressed envelope inside (addressed to your own address) that we can use to send the free stickers back to you. Don't worry about the return postage - we'll cover it!   *This is the only method for receiving free promo stickers from us by mail.

Santa Cruz Bicycles
Attn.: Free Stickers
2841 Mission Street
Santa Cruz, CA 95060

Note: The above info is for standard promotional Santa Cruz Bicycles stickers.
If you are looking for Santa Cruz frame stickers, they can be found on our webstore. You can search by model and year to find the correct decals for your bike, or pick up a colored downtube decal here: Downtube Decals

How much does shipping cost?

It depends on the destination country and the size of the order. For a shipping estimate, add items to your cart, click the Shopping Cart button, select your country and state/province, then click Calculate Shipping. *Note: Orders shipped outside the USA are subject to customs duties and fees applied by the destination country.

What are your holiday hours and shipping policies?

Orders placed on 11/29 will be shipped 12/2.  Santa Cruz will be closed 12/24 through 1/4.  Orders must be received by 12/19 to be shipped prior to holiday break.

What forms of payment do you accept?

We gladly accept Visa, MasterCard, and American Express. If ordering from outside the United States or Canada, we may request a copy of your photo ID for verification purposes.

What is your return policy?

If you're unhappy with any part of your purchase, please email the details along with your order number and preferred contact method to orders@santacruzbicycles.com. If a product is defective, we'll happily send you a replacement, and we'll cover the shipping charges. Whatever the problem, please let us know - our customer service staff will work with you until it's resolved.