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Policies

Returns

Accessories and Parts: If for any reason you are not satisfied with your purchase, simply return the unused item within 14 days, with receipt and original packaging and we will give you a refund. This does not apply to bikes, child seats, trailers, and bike racks. 

Service Refunds: If for any reason your bike was serviced and is not performing to industry standards, we will be happy to make any adjustments within 30 days of service pick up. Note that if parts were recommended by our service personnel, but refused we cannot guarantee industry standards. Please see our service policy for more information. 

Bike Return Policy: 

We take great efforts to understand your riding goals, style and fit you with the proper bike. We recommend test riding the bike or one similar if possible, especially when picking your bike up. However, if you are still not satisfied with your purchase we will offer a store credit within 10 days of purchase minus a 15% restocking fee. The bike must be in like-new condition. Credit is in the form of a gift card. 

Special Orders & Custom Builds: 

Special orders and custom builds require 100% payment of the order prior to being ordered. There is no return available for these items. Additional charges may apply for shipping and or substitute or replacement parts. Custom builds include bikes, trailers, bike racks, and child seats. Special orders include bikes, accessories, clothing, and parts. 

Prices and 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. However, inventory or pricing errors may occur, and we reserve the right to decline or cancel any orders where mistakes or discrepancies in price or stock status exist regardless of the source of the error. We appreciate your understanding and apologize for 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!

Outside Parts Policy

Would you take a steak to a restaurant and ask the chef to prepare it for you? How about bringing your own hair dye or shampoo and have your hair stylist use that instead? Of course not! That's how we feel when people buy parts online and bring them into a bike shop to have us install them. Therefore, we recommend you purchase the parts from us. If you do bring in outside parts the following apply: We will not warranty any of the parts even if we are an authorized retailer of the manufacturer. We cannot guarantee outside parts will perform as expected. We cannot guarantee outside parts are original and not counterfeit. If outside parts are the wrong size, type, model, etc. we will not install them and will install them with original parts we provide without waiting for approval from the customer. We will return them to you when you come and pick up your bike. All service orders where outside parts are involved will be billed at the shop rate of $99 per hour. Menu pricing does not apply. You will be charged an outside parts fee between $10 to $100 depending on the parts. 

Communication Policy: 

By engaging in any monetary transaction with Johnny Velo Bikes, LLC you are giving us express permission to contact you via mail, email, texting, or through social media. You may opt out of receiving text messages for any transaction (Except bike sales & service) by asking us to remove you from the list. Please note, by opting out of text messaging your equipment completion may be delayed. You may opt out of email, by clicking “Unsubscribe” at the bottom of any of our emails. New bike sales and service on all bikes are required to have address, cell phone, and email addresses.

Service Policy

  • Completion dates are estimates. We will do our best but as we work on service orders, other issues may arise and may require more time or additional parts that may have to be ordered or installed. 
  • A $25 contingency fee will apply if needed on all work orders and does not require your authorization. This prevents us from having to call and wait for approval, thus delaying when you get your equipment back. 
  • You must provide a working address, cell phone, and email that we can reach you at. Should you not respond to our attempts to reach you additional fees may be incurred. Our initial communication will be via text messaging.
  • It is your responsibility to pick up your equipment within one week of completion of work. If your equipment remains at the shop within 14 days of either completion or lack of direction on your part as to what needs done to complete your work order, your bike will incur a $25 weekly storage fee. If equipment remains unclaimed after one month, it may be moved to an external storage facility and we may need additional time to retrieve it if not notified in advance 
  • If your equipment has not been picked up within 180 days, we reserve the right to sell it to recoup storage costs, parts, and service labor rates.

Internet & Credit Card/Gift Card Sales Policy:

All policies of Johnny Velo Bikes, LLC apply to any internet sales through our website, JohnnyVeloBikes.com with the exception of bike, trailer, bike racks, child seat, and gift cards. Those purchases are required to be conducted in-store and will require presentation of valid identification, and credit card matching the same valid identification. Credit cards will not be manually entered and only swipe or tap processing will be accepted. Every credit card transaction is subject to providing proper identification. Gift Cards are not refundable and cannot be redeemed for cash. 

Professional Services Fee:

Beginning January 1, 2025 Johnny Velo Bikes will be charging a Professional Services Fee for all bike, child seat, car rack, and trailer sales. We hate to do this, but have to in order to address continued increases in tariffs, increased shipping charges, and employee wage/benefits. These fees are almost always much less than if you had ordered the item online and paid separate shipping and shop assembly fees. For all bike sales the fees include lifetime fit and cable adjustments, and a 90 day tune-up. The fees are dependent on manufacturers, and types of items. Please ask a team leader for specific pricing.

Information Security

We protect the security of your information during transmission by using Secure Sockets Layer (SSL) software, which encrypts all of the information you provide to us and prevents outside parties from being able to "see" your transaction information. When your account information is displayed on your screen, we only display the last five digits of your credit card numbers. You also have the choice of whether or not to save credit card information with us in your Online Account.

We sometimes use other companies (third-party service providers) to perform functions on our behalf. Examples include fulfilling orders and delivering packages. They need access to some personal information in order to perform their duties but may not use this information for other purposes.