Policies and Warranties
Please familiarize yourselves with our policies outlined below. We work hard to operate in a spirit of fairness to all parties as customer service is the priority for us here at Rodeo Labs.
The policies stated below don’t cover every situation and we do reserve the right to use our discretion to determine the best course of action in any particular situation.
Warranty
Rodeo hard goods (frame, fork, wheels, components) are warranted for life to the original owner against defects in materials, workmanship, or engineering. Damage resulting from crashes, abuse, neglect, etc is not covered under warranty. Frames, forks, wheels, or parts damaged in crashes or accidents may be replaced at crash replacement pricing; contact us for more information and availability. For complete bikes, components not branded “Rodeo” or “Rodeo Labs” are covered by their respective manufacturer’s warranty.
When a Rodeo branded component is determined to be damaged or out of spec and covered by warranty, we will choose one of the following courses of action at our discretion:
- Replace with new or new equivalent, subject to availability.
- Repair to bring back to correct specification and return it to the customer for continued use. We strongly believe in repairing when possible to minimize waste and keep viable bikes and gear on the road. We only repair when the repair can be of equal or greater performance and safety than the original damaged item.
- Refund some or all of the purchase price of the defective part, depending on its age and the circumstances of the claim. If a cash refund is determined to be the best path forward (rather than a repair or replacement), we use a transparent depreciation schedule so everyone is on the same page. Our cash-refund warranty payouts are scaled as follows:
| Age of Frame / Component | Warranty Payout Value |
|---|---|
| Less than 1 year | 100% of original purchase price |
| 1 to 2 years | 75% of original purchase price |
| 2 to 3 years | 50% of original purchase price |
| 3+ years | 25% of original purchase price |
- Any warranty work performed by your local shop or another third party must be pre-approved by Rodeo Labs. Failure to have warranty work pre-approved may void the warranty. Any work performed that has not been pre-approved will not be reimbursed by Rodeo Labs.
Rodeo must be notified of any shipping damage claims within 7 business days of receipt of product.
If you do have a warranty related concern, please feel free to get in touch with one of us directly (if you’ve already been in touch), or send us a note via our Contact Us form.
Crash Replacements
In the unfortunate event of a crash or accident that renders your Rodeo product unsafe to ride we are happy to help replace that product at crash replacement pricing. Pricing varies but is generally about half of retail cost. Crash replacement part availability varies. We may not be able to replace painted products with identical painted products.
Returns & Cancellations
Returns are accepted when initiated within one week of delivery of any product, with the following conditions: products must be brand new, un-used, and in re-sellable condition. Shipping costs for returned or exchanged products are the customer’s responsibility unless the product is defective or we determine the cause of the return to be our fault.
Please get in touch via our contact form to initiate a return or exchange.
We understand that circumstances may force you to cancel an order, but we do require you to be responsible for costs associated with the cancellation of an order. We love talking geometry, tire clearance, and component specs to help design your dream bike. However, that consultation process takes significant time. For any cancelled custom builds or standalone frameset orders, a flat $150 configuration and consultation fee is non-refundable.
For framesets, wheelsets, components, and soft goods, any canceled or returned orders are subject to a flat 4% restocking and transaction fee. When you place an order, credit card companies and payment processors charge us a fee that they do not return to us if the order is refunded. This flat fee simply covers those lost transaction costs and keeps us from losing money on a bike that didn’t ship. Refunds are processed digitally back to your original payment method.
Any frameset or stand alone frame / fork that is ordered with an add-on (optional) custom paint or Cerakote add-on cost option will only be refunded for the raw (unpainted) cost of the frameset or stand alone frame / fork. The cost of the add-on (optional) custom paint or Cerakote will not be refunded.
Disagreements about color fidelity of paint / Cerakote will not be considered grounds for returning or refunding product. Color differences between actual paint / Cerakote and 3d renders, photos, or representations of the bike online can and will happen due to variability in screen calibration, photographic editing, and shifts in paint hues at the time of painting.
Complete Bike Purchases
For complete bike orders, a minimum of 50% of the build cost is due before we begin building. Any remaining balance is due upon completion and prior to shipment. Changes made to component specifications after placing your deposit will incur an additional handling fee. Complete bike builds cancelled prior to delivery are subject to a 20% time & restocking fee, to be deducted from the refund of your deposit.
Returns of complete bikes, custom finished frames, and/or custom finished components will not be accepted for reasons other than approved warranty coverage. Custom finish specifications may not be changed or cancelled for any reason once we receive your deposit.
Parcel Carrier info
We use a variety of carriers for shipments including UPS, USPS, FedEx, DHL, and international mail couriers respective to each country that we ship to. Title and risk of loss pass to customer upon tender of shipment to carrier. Standard carrier insurance often does not cover the full value of items shipped, and carriers very often maintain policies that allow them to avoid fault in insurance claims. For high value items such as bikes or wheels the customer can arrange with us to purchase full value, third party coverage for each shipment at an additional cost. Please contact us for a quote.
International Shipping / Duties
Rodeo is happy to ship our products to anywhere in the world that packages can safely be shipped and delivered. In almost every case our standard shipping rates apply. For unique shipping destinations we may need to re-quote shipping for the specific destination. Please just shoot us a note if you have questions about shipping to your location.
International duties and costs are the responsibility of the purchaser, not of Rodeo Labs. Each country assesses duties, VAT, taxes, and fees differently and it is the responsibility of the customer / purchaser to familiarize themselves with the fees that will be assessed on products that we will ship to them. If purchasing in the EU please consider ordering from our European site where your landed costs could be significantly lower than they would be if shipping from the USA.
Industry / professional Pricing
WHO IS ELIGIBLE?
This program is designed and structured for full-time outdoor industry professionals and bike shop employees. Pricing is structured based on your qualification and pricing information will be shared once your qualification is confirmed. We will confirm based on the submitted proof of qualification (recent paystub or dated letter from employer). Sorry, a picture of your business card or yoga instructor certification isn’t going to cut it.
PROGRAM RULES/GUIDELINES:
- Industry Purchase is for personal use only. You may not purchase for friends, family, co-workers, and/or be used to impress your new significant other.
- All pricing information is strictly confidential. Be cool, do not boast about your deal to friends/shops and keep in mind most people pay full price to enjoy the same ride!
- Depending on availability, Rodeo may allocate a frame with a very slight cosmetic blemish. These are aesthetic in nature only, and we will always cover you under our lifetime warranty.
- Industry Purchase orders are subject to a 2.7% convenience fee of the order subtotal if paid for via credit card or PayPal. This helps us keep our prices low.
- Sales tax will be applied to all orders based on shipping address.
- Bikes acquired through the Industry Purchase Program cannot be sold for 12 months from the date of purchase. Be careful when selecting your bike size/color/model because it’s your baby for at least a year.
- Industry Purchase is not eligible for Rodeo’s return policy. Our CS/Sales team is happy to do whatever is necessary to make sure you are stoked on your bike, however we are not a rental/demo company and we will charge for return shipping/restocking fees if a return is approved for whatever reason.
- Access to Industry Purchase may change based on supply chain situations and Rodeo reserves the right to change accessibility, pricing, and offerings at any time.
- Ride your bike. A LOT! Post photos (@rodeolabs), tell your friends about it, and help spread the word of Rodeo Bikes when you can. We greatly appreciate your support!
Data storage
Rodeo stores customer data related to email list subscriptions and online sales. Data includes Name, Address, Email, and Phone Numbers as is required to fulfill customer orders. Customers may request that we delete this data at any time.
Rodeo stores no customer credit card data. External service providers are responsible for the security of cardholder data the service providers possess or otherwise store, process, or transmit on behalf of the customer as required to process purchases, refunds, and other transactions.
