Shipping policy

General Shipping Policies

US orders of $69 or more ship for free to the lower 48 states.
Orders to HI and AK may be billed extra.
We only ship to the USA, Canada, and Australia / New Zealand right now. We want to get really good at this before we start shipping to more places. We are shipping duties paid (DDP) to Australia / New Zealand and Canada. 

Free shipping offers are applied to the order total after any promotions or credits are applied, exclusive of taxes and other fees.

You can also pick-up your items (for free) in our store:

1065 12th Ave NW, Suite E7,
Issaquah,
Washington
98027

  • Pick-ups are allowed between 7:30 AM and 4:30 PM Monday through Saturday
  • Orders placed after 5 PM weekdays will be ready for pickup by 8 AM the following day
  • All orders after 5 PM Saturday will be ready by 8 AM Monday

 

“Or It’s Free Guarantee”

GUARANTEE: Orders ship the same day or it’s free. This guarantee shows our commitment to dispatch on time. We are NOT responsible for carrier delays. 
ELIGIBILITY: This applies to in-stock items ordered by 1PM Pacific Time, Monday - Saturday for USA orders only. Your confirmation email will contain the guarantee and is the official verification that you qualify for the guarantee.
CLARIFICATION: If clarification is needed and we contact you, if we don’t get a response by 1PM Pacific Time, your order will go out the following business day after we have received your response.
WHAT’S FREE?: If we don't ship your order by the promised time, your entire order is free.  If our inventory is wrong, or we add the wrong amount or type of item to your order, only the items we DON’T ship by the promised time are free, not your entire order. By the foot stock is difficult to track perfectly, so if we are short by any amount, you only get for free the amount we were off, not the entire length you ordered, even if you have to wait for the entire amount because you need the length be continuous when we ship it (we'd email you the option).  
DEFINITION: “Shipped” means we boxed it and made our best effort to give it to the mail carrier. If we can’t give it to the mail carrier because they are closed for a holiday, extreme weather, city-wide power outages, pandemics, or other unexpected postal service interruptions, then your order is NOT free.
PROOF OF “SHIPPED”: When we print the shipping label, it generates your tracking number and email, and the timestamp on that is your proof of shipment. All labels printed before 6PM, for orders made by 1PM, are considered for this guarantee handed off to the carrier the same day. The mail carrier doesn’t scan the items when they pick them up from our store, or the moment we drop it off to them, so there may be a delay in updates to your tracking number. The first scan of your tracking number is likely to be in the middle of the night or the next day and is NOT indicative of when we handed it off to the carrier.
LOGISTICS: If you qualify for the free gear, your items will be refunded and then shipped to you, or a gift card for the amount you purchased the items for, if we can’t fulfill the items.
NON-OPERATIONAL: At least 2 people are working 6 days a week and we have redundancies for most issues that could come up. However, if we are non-operational due to unforeseen circumstances, we will announce this on our website and in your confirmation email. If your confirmation email says we are non-operational, you do not qualify for the guarantee.
TIMER: The timer on the product page (order in the next XX:XX and your order ships today or it’s free!) is NOT the guarantee. The timer is programmed based on 1PM Pacific Time Mon-Sat. Occasionally the timer glitches. The guarantee is based on the actual clock in the Pacific time zone, not the timer, and will be confirmed in your email.
LEGAL: Our responsibility for this guarantee ends once we hand it off to the carrier. We reserve the right to refuse the guarantee if there is suspicion of abuse or fraud. Any or all of this entire shipping policy is subject to change at any time and can be found in our shipping policies.

EXCLUSIONS: Our 'or It’s Free’ guarantee applies under normal operating conditions; however, delays caused by events beyond our reasonable control—including natural disasters, severe weather, power outages, Shopify or other platform outages, carrier disruptions, or other acts of God—are excluded from this guarantee.

EXCLUSION FOR REPLACEMENT PARTS: Z3 Replacement Wheels and Z3 Repair Parts are excluded from the “Or It’s Free” Guarantee under all circumstances.

CANCELLATION: We reserve the right to cancel an order for any reason, including if we feel the order is fraudulent.  If this is the case, we will cancel and refund the order asap and you will be notified, not left wondering about your order.  Of course, this does NOT qualify you for our "Or it's free" program.

 

Shipping to Hotels & Freight Forwarders

We do not guarantee delivery to hotel addresses or freight forwarders. While USPS may mark packages as delivered, these locations often receive items on behalf of others and rarely are packages delivered directly to the recipient.

Because of the high risk of loss, misplacement, or untraceable delivery at these types of addresses, we will not reship or refund orders that are marked as delivered but cannot be found

 

Backorder & Special Order & Pre-Order

You can now order a greater quantity & variety of items than what we carry in stock.  The website has been designed to communicate clearly what we have and don’t have on hand, and what brands we have access to.  If you are willing to wait for us to get it for you, then you have a lot more options.

DEFINITIONS 

  • Backorders are for items that we have in stock but not as many as you might need.  This could include something we normally have in stock but are sold out of.  If the item is very difficult to get, we will just list it as "out of stock".  This is intended for gear the vendors have available when we order weekly.
  • Special orders are for items we do NOT stock but can easily order for you.  These are items the vendors do have in stock and when we order from them weekly, we would include your items. 
  • Pre-orders are for items we have a specific date of when they will be in stock.  This can be several weeks out and we will try to communicate on the product page when you can expect it.  

BRANDS  Not every brand has products available on what is called an ASAP order.  We are careful to offer you brands that can reliably send products to us in a timely manner.

ORDER TIMES  Unless it’s a very large special order, we place our orders for each brand WEEKLY which is when we would include your items.  Then it takes anywhere from a week or two to get it from the brand to us.  THEN we ship it to you as quickly as possible.  

DROP SHIPPING  Some brands can ship directly to our customers and if it makes sense to offer that, we will.  Any drop shipping service collects sales tax. We collect sales tax in some states, but not all, as we meet Nexus (e.g. order or sales thresholds set state by state for when you have to start collecting sales tax) in some states but not all. Because of this, you might see a difference in tax amounts between ordering through us versus drop shipping from a vendor.

COMMUNICATION It’s a multi-step process and we will communicate with you each step of the way via email.  If for any reason the brand does not have the item in stock we will communicate to you immediately and give you the option to wait or offer a refund. 

 

WE AIM TO BE RELIABLE AND HELPFUL.  WE WILL DO OUR BEST TO MAKE ORDERING THINGS THAT WE DO NOT HAVE IN STOCK AS SEAMLESS AS POSSIBLE.