Q & A

WHAT DO I HAVE TO DO TO SETUP MY BIKE WHEN IT ARRIVES?

  1. Open the box.
  2. Remove foam packaging (injection molded forms).
  3. Install front wheel and tighten skewer or thru-axle.*

*On bikes with QR skewers, the front skewer will be found inside the New Bike box.
*XL or larger 29er bikes and road bikes will ship with their seatpost removed for safe shipping, and will need the seatpost installed after unpacking.

DO I NEED ANY SPECIAL TOOLS TO ASSEMBLE MY BIKE?

All you need to do is to install your front wheel and put on your favorite set of pedals.  Dependent on your fork manufacturer you may need a hex key to install your front wheel. We have checked over the rest of the bike and dialed in the details, so everything is ready to go for a ride. You may need a set of hex keys to make fit adjustments for your preference, typically a set of 4mm, 5mm, 6mm hex keys and occasionally a T25 torx key are all that is needed should you decide to make minor adjustments to the setup of your bike.

WHAT SHOULD I DO IF MY BIKE ISN’T PERFECTLY TUNED OR SETUP UPON ARRIVAL?

We work diligently and thoroughly to try to ensure that every bike is ride ready when it arrives. Occasionally, things can get bumped during shipping. Don’t worry, we’ve got you covered. If you have questions about your bike’s setup, reach out to our Gear Advisors, and they will find the best solution to make sure you and your bike are setup just right.

WHAT IF MY BIKE ARRIVED DAMAGED FROM SHIPPING?

We’ve created an industry-leading bike packing process to fully protect your bike during transit. But, should anything happen to damage your bike during shipping, we’ve got your back. Contact our Gear Advisors, and they will work as fast as possible to find a solution that works best for you.