FAQ

FAQ

How does it work?

Our inventory is a mix of exclusive deals on demo and clearance bicycles from bike-shops and customer trade-ins. We curate our inventory based on what we want to ride. When we get a bicycle we’re excited about, we inspect it, do any necessary repairs and take high-quality photos of it in our studio so you know exactly what condition it’s in.

How do I contact you?

You can reach out to us at support@velo.com or through Intercom (bottom right). We try to respond as quickly as possible.

How do you define bicycle condition?

Every bicycle is extensively inspected before being listed for purchase. Each component is given one of the following ratings:

  • A+ : Brand new. Never been used.
  • A : Like new. No sign of wear, functionally like new.
  • B+ : Very good. Very slight cosmetic sign of wear, functionally like new. For chain, cassette, brake pads: more than 80% of lifespan left.
  • B : Good. Small but noticeable cosmetic sign of wear, functionally very good. For chain, cassette, brake pads: more than 65% of lifespan left.
  • C+ : Above average. Medium cosmetic sign of wear, functionally very good. For chain, cassette, brake pads: more than 50% of lifespan left.
  • C : Average. More than medium cosmetic sign of wear, functionally good. For chain, cassette, brake pads: more than 35% of lifespan left.
  • Any component is discovered to be below a C rating during inspection is replaced or restored before being listed.

How do I get more information about a specific bicycle?

When we photograph a bicycle in our photo studio, we try to document the condition as fairly as possible. Sometimes we have more photos of the bicycle than we can post, if you’re especially curious about a bicycle and it’s condition reach out at support@velo.com. We’ll do our best to send you every photo that we took, and if a photo doesn’t exist we can go back and inspect a specific area for you.

How can I buy and finance a bicycle?

We use Stripe to power our credit card payment processing. We accept VISA, Mastercard, and AMEX. In the near future, we’ll be using Affirm for monthly payments.

How do I trade in my bicycle?

We are still working on our trade-in program at the moment. If you have an amazing bike that you would like to sell, please do send details to tradein@velo.com and we will follow up.

How long does it take to ship?

We ship your bicycle within 2 business days. Most orders will arrive within 7 business days from when we ship it. The carrier varies based on where you are located but in most cases, we will use the major three carriers: USPS, UPS, Fedex. If you have specific instructions for shipment, please contact us at support@velo.com immediately after you purchase the bike.

Can I pick up my purchase if I live near San Francisco?

We offer pickups for no additional charge. We can even drop the bike off if you are within 50 miles of San Francisco. When you place an order, make sure to select local pickup so you’re not charged a shipping fee.

How do I return a bicycle?

If you’re unhappy with your purchase, please contact us at support@velo.com within 15 days of your purchase. We will happily assist with returns. Please be advised that there is a 5% restocking fee for returns where we are not at fault.

What if my bicycle arrives and the fit is off?

We highly recommend that you do your fit research before making a purchase but if you absolutely need a different geometry, we can accept returns for store credit within 15 days of you receiving the bike. If you’d like a full refund, we charge a 5% restocking fee.

What if I received my bike and the condition does not match the description on the site and/or the item was damaged in transit?

Please send evidence of the damage in the form of detailed photos and a description of the issues to support@velo.com within 15 days of receiving the shipment. We will investigate the claim and in most cases, we will cover the return shipping costs and fully refund you.