Frequently Asked Questions

What is your return policy?

Returns can be made within 60 Days of purchase. Refunds can only be issued to your original payment method. Shipping is non-refundable, except in cases where we have made a shipping error. We do not have an "exchange" process - simply return your item and place a new order for the alternate item.

How do I make a return?

Start your returns process here: Santa Cruz Webstore Returns.

If you have any questions or need assistance, please contact us through this form. Whatever the problem, please let us know - our customer service staff will work with you until it's resolved.

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

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

Your order will ship out within 2 Business Days.

How long will it take for my order to arrive?

Standard shipping time within the continental US takes 5-10 business days. Expedited shipping time is 1-3 business days. International orders usually take 3-5 weeks to arrive depending on destination and customs processing. 

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

If you only see options for standard or ground shipping, this indicates expedited shipment is not available at this time.  If expedited shipping methods appear in the list of options, you must place your order by 2pm PST for the order to ship out on day of order.

What shipping method do you use?

Orders within the United States and Canada are shipped via UPS, DHL, or USPS. We currently do not ship outside of the United States and Canada. Please contact your local shop if looking to order small parts outside of North America.

*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?

We have three recommended methods to find the exact part needed.

  • Find the collection of small parts by bike model on the Webstore Home Page and filtering by the exact bike model to show all small parts for that particular model. For example, the “Shop Nomad Small Parts” and filtering by “Nomad 5 C." 
  • The search bar can be used to type bike models and/or part names. Remember to use quotes to search for entire phrase. If nothing is found, try typing something more general - for example, Bearing.
  • The Shop All Parts & Tools collection will have all small parts available. Filters narrow down by bike or by part category.

How much does shipping cost?

For Continental United States, there is free shipping for orders $49.00 and more, $9.95 for expedited shipping. For shipping to Canada, there is a flat rate shipping cost of $15.

*Note: Orders shipped outside the USA are subject to customs duties and fees applied by the destination country.

What forms of payment do you accept?

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