FAQs

Frequently Asked Questions

My Account Questions:

Do I need I to create an account to place an order?

No, you do not.  We do prefer that you create an account as it helps us better keep in contact with you after your order is placed via our internal message board.

What do my order statutes mean?

Awaiting Fulfillment: Your order has been placed and is being processed.  No further action is required by the customer.

Awaiting Shipment:  Your order has been processed. Your item is now in the ship queue.

Payment Questions:

When will I be charged for my purchase?

Credit Card and PayPal payments are charged at the time of purchase, not at the time of shipment.  This also applies to pre-orders.

What Methods of Payment do you accept?

We prefer Paypal.  We also accept all major credit cards.  We do not accept payment over the phone.

Do you require any payment verification?

At times, we do require additional steps of verification by customers for order processing.  This is on a case-by-case basis, and customers will be contacted after order placement.

How long will it take to go get my refund?

Your credit card or PayPal payment will be refunded within 24 hours of item receipt, but your bank or PayPal may hold the funds for up to 10 business days

Do I have to pay Sales Tax?

We currently charge sales tax in the following states (subject to change without notice): 

Arizona
California
Colorado
Florida
Massachusetts
Utah
Virginia
Washington
*Sales tax is charged based on the Ship To address

Ordering and Shipment Questions:

CLICK HERE TO SEE OUR SHIPPING PAGE

Do you have an order cut off time?

Yes, 1PM Pacific Time Monday through Friday. This excludes all postal holidays.

When will my order be shipped?

***UNFORTUNATELY, DUE TO COVID AND AN UNPRECEDENTED AMOUNT OF ORDERS OUR PROCESSING TIME CAN TAKE UP TO 5 OR 6 BUSINESS DAYS, PLEASE CONTACT US WITH ANY QUESTIONS***

Please note that it takes 2-4 business days of processing and handling time prior to shipment. Once your order is ready to be shipped we will ship using the method that you have selected. For example: If you select Next Day Air then we will ship using this method after the 2-4 days of handling time.  All orders will have tracking information provided to the customer at the time of shipment.  Some products can have extended processing & handling times, which will be noted on the product’s page.

When does the order “processing” start?

On the first business day after your order is place by 10am Pacific Time.

Do you ship internationally?

Yes we do.  Some products have restrictions and they are noted on that item’s page.

What if one my items is on backorder?

Orders with multiple items will be held for shipment until all items ordered are ready for shipment.

What method of shipping is your “Free Shipping”?

The service that is most cost effective that provides tracking information (UPS Ground/USPS First Class/UPS SURE SHIP).  If you are in a rush, please do not select “FREE SHIPPING”. Free shipping is only applied to orders shipping to the lower 48 states.

What is your Return Policy?

CLICK HERE TO SEE OUR RETURN POLICY

Warranty Questions:

What do I do if I have a warranty issue?

Most manufacturers require that you take you bike into your local bike shop to process the warranty. If you don’t have a shop near you and they refuse to help you with your warranty contact us will assist you with processing the warranty, this usually requires returning your product to us. It is extremely difficult for us to process warranties for customers who are not local to us. 

Special Considerations:

Orders for “Custom” items do not apply to our standard return policy; each item is noted with its restrictions.

Do you offer sponsorship opportunities?

Email mark@probikesupply.com with your race profile and sponsorship presentation.

Do you have any job openings?

Please email your resume to mark@probikesupply.com.

Product Specific Questions:

Will my complete bike arrive assembled?

Unfortunately, due to shipping restrictions the size of box required to ship a complete bike is far too large.  Due to this your complete bike will need to be disassembled to some degree for shipment.  We recommend having a professional mechanic complete the final steps of assembly upon arrival.

Will my wheels arrive setup tubeless?

No.  This causes very messy surprises for customers upon wheel set arrival.

Gift Cards, Coupon Codes, Cash Back & Promo Questions:

2022 Memorial Day GIFT CARDS

Memorial Weekend Gift Card Sale
Sale Valid: May 27th, 2022 - May 30th, 2022
**ONLY 1 GIFT CARD MAY BE REDEEMED PER ORDER **
 
- Gift cards can be purchased in values from $25 - $2000.
- You can purchase as many gift cards as you would like, but **ONLY 1 GIFT CARD CAN BE REDEEMED PER ORDER placed in-store or online. **

- Gift cards are delivered by email and contain instructions to redeem them at checkout. Our gift cards have no additional processing fees.

- Gift Cards are non refundable / returnable.
- Order / items purchased using a gift card are subject to return policy and can only be returned for store credit.
- Gift Cards may be used in-store or online.
- Gift Cards can be used immediately after purchase.
We will be donating $1000 as well as $1 for every gift card purchased this weekend to  K9's for Warriors
 
About the charity you are supporting:  K9's for Warriors
https://k9sforwarriors.org/
The Nation's Largest Provider of Service Dogs for Veterans.

Determined to end veteran suicide, K9s For Warriors provides highly-trained Service Dogs to military veterans suffering from PTSD, traumatic brain injury and/or military sexual trauma. With the majority of dogs coming from high-kill rescue shelters, this innovative program allows the K9/Warrior team to build an unwavering bond that facilitates their collective healing and recovery.

Do coupon codes work on sale items?

In general, coupon codes only apply to full MSRP items, contact us for questions.

Why doesn’t my coupon code work?

-Your coupon code could be expired.

-That coupon code may not apply to the product you are attempting to purchase.

-You do not have the appropriate product in your cart to apply the code to.

- Certain brands, such as Fox, ENVE etc can not be discounted

-Any other questions please email mailto orders@probikesupply.com

Can I use more than one coupon code?

No, one per order.

How does FOX Free Pump Promo work?

When you buy a 2020 Fox suspension product you will receive $70 off in cart but you must add pump to cart as well. If pump is not added ordered will be canceled.

What happens if I use a coupon code to purchase an item with a “free gift/offer”?

The use of any coupon code voids any free offers for additional items.  This includes items such as grips, bar tape, cycling computers, and other items.

How does the Cash Back promo work?

When you order an item that is on a Cash Back promo, you will receive a credit to your account of the value listed in the sale within 1 business day of completed payment. This credit can be used online or in store.

What happens if I return an item purchased on a Cash Back promo?

If you return an item purchased using the Cash Back promo, your store credit will be canceled. If the store credit was already used you will be refunded less the credit amount.

WE RESERVE THE RIGHT TO CANCEL OR REQUEST ADJUSTMENT TO ORDERS THAT DO NOT MEET COUPON CODE POLICY OR IF THERE IS AN ERROR IN PRICE. WE WILL WORK WITH CUSTOMERS FOR BEST RESOLUTION WHEN THESE ERRORS OCCUR. WE THANK YOU FOR WORKING WITH US.

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