Shipping & delivery
Factory-direct shipping
Carbon Ridge bicycles are produced to order and shipped directly from the factory. Free standard factory-direct shipping is included for eligible delivery addresses in the contiguous United States. Delivery eligibility is confirmed at checkout. Orders to Alaska, Hawaii, U.S. territories, international destinations, remote locations or addresses that require special freight handling may be unavailable or require a separate written quote.
Estimated delivery
These estimates include production and free standard factory-direct shipping to eligible addresses in the contiguous United States.
- Included colors—Black, Red and Graphite: approximately 30 days from order to delivery, give or take 10 days.
- Signature and True Custom finishes: approximately 60 days from order to delivery, give or take 10 days.
These are good-faith delivery estimates, not guaranteed dates. Timing may vary because of destination, weather, carrier availability, shipping-network delays or other circumstances outside our reasonable control.
Delays and order updates
If we cannot ship within the stated estimate, we will provide an updated shipment date and the options required by applicable law, which may include accepting the delay or canceling the unshipped order for a prompt refund. Customized orders remain subject to the cancellation terms below once production has begun, except where applicable law or shipping-delay rights require otherwise.
Delivery inspection
Inspect the shipping carton and bicycle promptly after delivery. Photograph visible carton damage before opening when possible, retain all packaging, and contact us promptly with your order number and photos if the bicycle arrives damaged or incomplete. Do not ride a bicycle that appears damaged or unsafe.
Returns & refunds
Standard-color bicycles
Return requests for bicycles in an included color—Black, Red or Graphite—must be submitted within 30 days after delivery. To qualify, the bicycle must be unused, unridden, unmodified and returned in its original packaging with all included parts, accessories, manuals and protective materials.
Approved standard-color returns are subject to a 25% restocking fee. The customer is responsible for arranging and paying insured return freight unless the return is due to a confirmed defect, shipping damage or our error. Returns sent without prior written authorization may be refused.
Upgraded and custom finishes
Signature Color and True Custom Color bicycles are made specifically for the purchaser. These orders cannot be canceled or returned once production begins, except for a covered defect, verified shipping damage, an applicable shipping-delay right, or where otherwise required by law.
Refunds
After an authorized return is received and inspected, we will notify you whether it is approved. Approved refunds are issued to the original payment method, less the 25% restocking fee and any other amount authorized by this policy. Banks and payment providers control the time required for a refund to appear.
To request a return, email support@carbon-ridge.com with your order number, reason for return and supporting photographs when relevant.
Carbon Ridge limited warranty
This limited warranty is provided by Carbon Ridge Bikes. LLC to the original retail purchaser of a new Carbon Ridge bicycle. Coverage begins on the original delivery date and requires proof of purchase.
What is covered
The warranty covers defects in materials or workmanship in the listed components during the applicable coverage period under normal personal use. When a valid claim is confirmed, Carbon Ridge will, at its option, repair the covered component, replace it with the same or a reasonably comparable component, or provide another remedy required by law.
What is not covered
- Normal wear, cosmetic changes, scratches, paint wear, tire wear, brake pads, chains, cassettes, bearings or routine adjustments.
- Normal battery capacity reduction with age and use.
- Damage caused by crashes, impacts, misuse, neglect, corrosion, improper storage, water intrusion, overloading or use outside the bicycle's intended purpose.
- Damage caused by improper assembly, maintenance, transportation, modification, tuning or installation of incompatible parts.
- Damage caused by a repair or third-party component rather than a defect in the covered Carbon Ridge component.
- Commercial, rental, competitive or fleet use unless approved in writing before purchase.
- Shipping damage that is not reported promptly with reasonable supporting documentation.
How to make a claim
Stop using the bicycle if continued use could be unsafe. Email support@carbon-ridge.com with the purchaser's name, order number, bicycle model, serial number, a description of the concern, and clear photos or video. We may request reasonable diagnostic information or inspection before approving a remedy. Do not ship a bicycle or component without written authorization.
Your legal rights
This warranty gives you specific legal rights, and you may also have other rights that vary by state. We do not exclude or limit implied warranties or remedies where doing so is prohibited by law. Any permitted implied warranty is limited to the duration of this written warranty.
Privacy policy
Information we collect
We may collect information you provide when you browse, contact us or place an order, including your name, email address, phone number, billing and delivery address, order details, selected bicycle configuration, communications, and custom-color reference information. Shopify and its payment partners process checkout and payment information; Carbon Ridge does not receive or store your complete payment-card number.
Our website and service providers may also collect device, browser, IP address, cookie, checkout and usage information needed to operate, secure and improve the website and prevent fraud.
How we use information
- Process, produce, ship and support orders.
- Communicate about production, delivery, returns, warranty claims and customer questions.
- Prevent fraud, protect the website and comply with legal, tax and accounting obligations.
- Improve our products and customer experience.
- Send marketing communications only where permitted; you may opt out at any time.
How information is shared
We share information only as reasonably needed with service providers such as Shopify, payment processors, manufacturers, fulfillment partners, carriers, fraud-prevention providers, professional advisers and government authorities when legally required. We do not sell personal information for money.
Retention and choices
We retain information for as long as reasonably necessary for orders, warranties, legal obligations, disputes and legitimate business purposes. Depending on where you live, you may have rights to request access, correction or deletion of certain personal information, or to object to certain uses. Email support@carbon-ridge.com to make a privacy request. We may need to verify your identity before completing it.
Children
The website is not directed to children under 13, and we do not knowingly collect personal information from children under 13.
Terms of service
Orders and payment
By placing an order, you represent that you are legally able to make the purchase and that the information you provide is accurate. Prices are shown in U.S. dollars. Applicable taxes are added at checkout. Submission of an order is an offer to purchase; we may decline or cancel an order before acceptance because of availability, pricing or configuration errors, suspected fraud, delivery restrictions or legal requirements. If we cancel an order, we will refund the amount paid for the canceled item.
Made-to-order products
Carbon Ridge bicycles are produced to order. Included-color orders have an estimated order-to-delivery time of approximately 30 days, give or take 10 days. Signature and True Custom finishes have an estimated order-to-delivery time of approximately 60 days, give or take 10 days. These estimates include free standard factory-direct shipping to eligible addresses in the contiguous United States. Digital color previews vary by screen and are not exact paint guarantees. True Custom colors require approval of a final reference or sample before production when requested.
Product use
Electric bicycle laws, permitted power settings and trail-access rules vary by location. The purchaser is responsible for lawful operation, proper assembly and inspection, wearing appropriate safety equipment, following the owner's materials, and confirming that the bicycle and its settings are permitted wherever it is ridden. Do not operate a bicycle that is damaged, improperly assembled or unsafe.
Product information
We work to keep product descriptions, images and specifications accurate. Paint previews and photographs may differ from the delivered finish because of lighting, screens and production processes. Components may be replaced with reasonably comparable components when necessary because of supply availability, without materially reducing the bicycle's intended performance or value.
Policies and liability
The Shipping, Returns, Limited Warranty and Privacy sections above are incorporated into these terms. To the fullest extent permitted by law, Carbon Ridge is not liable for indirect, incidental, special or consequential damages. Nothing in these terms limits liability or consumer rights that cannot legally be limited.
Governing law and changes
These terms are governed by the laws of Colorado, without regard to conflict-of-law rules, except where applicable consumer law provides otherwise. We may update these terms prospectively by posting a revised effective date. The terms in effect when an order is placed govern that order.
Questions about these terms can be sent to support@carbon-ridge.com.