Store Policies

STORE POLICIES

IN-STORE PICKUP

Most orders will be ready within one business day. Please keep in mind that some items may require additional processing time to transfer from off-site locations. Other items may require additional processing time for assembly. We will call or email you once your order is ready for pickup. If you need an item right away we ask that you call us to confirm that the product is available before heading over to our store. Unless special arrangements are made in advance, orders need to be picked up within 15 days or a 10% restocking fee will be charged.

LAYAWAY POLICY

Layaway payments must be made every 30 days. Failure to keep layaway accounts in good standing may result in forfeiture of merchandise and deposits.

RETURNS & REPLACEMENTS

IF AN ITEM ISN’T RIGHT FOR ME, WHAT DO I DO?

It is important to us that you love your purchase! If something you bought isn’t right for you, simply return it to us and we will exchange it for something that suits you better. Please note that we are only able to exchange new, un-worn items if tags are attached and all packaging is included.

A Credit Note or Exchange will be issued within 14 days of purchase. Rock City Cycles reserves the right to refuse any return if the item is not fit for re-sale.

All Helmets, Special Orders, Intimates, Sale Items and Liquids are final sale and no refunds, exchanges or credit notes will be issued for these items.

CAN I RETURN OR EXCHANGE AN ITEM TO THE STORE THAT I PURCHASED ONLINE?
Yes. You can exchange any item you order online at our retail store as to our store’s stated return policy. The original receipt will be required.

CAN I GET A REFUND ONLINE FOR AN ITEM PURCHASED IN-STORE?
No. Items purchased in store can only be returned in store.

IF I WISH TO MAKE A RETURN WILL I HAVE TO PAY FOR SHIPPING?
Return shipping is the responsibility of the customer. Please send your merchandise back by a traceable method as Rock City Cycles will not accept responsibility for any merchandise that gets lost in the mail. Rock City Cycles will not assume shipping charges for any items returned, unless the reason for return is due to a Rock City Cycles error or merchandise is deemed to be defective or damaged.

WILL I RECEIVE A RECEIPT OR E-MAIL CONFIRMING MY RETURN?
After you request a return, you will receive a return request email telling you how to return the items that aren’t right for you. Once we have received your returned merchandise, we will send you a confirmation email together with a return receipt. Your credit will then be issued in our system where you can then choose something that suits you better.

PRICES & INFORMATION

Our website is intended to help you. We make every effort to maintain current, accurate prices in our online catalog. And we strive for similar accuracy and timeliness with the other information we offer here. We appreciate your understanding should any of the prices or other information provided be incorrect and regret any inconvenience such mistakes may create. Please bring any errors you find to our attention on your next visit or by calling or emailing us. Thank you!

PRIVACY & SECURITY

The Rock City Cycles website is hosted on an SSL secure server, meaning that all the data you send us online is encrypted and fully protected. If you pay by credit card you will be directed to a secure moneris hosted pay page. As an additional security measure, no confidential data is ever stored on our server.