CarbonConnectionUSA

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Customer Service

Shipping & Delivery
CarbonConnectionUSA.com uses UPS and USPS for a majority of our shipments. If you require a different service, please contact us. All orders are shipped within 72 hours, depending on availability.
Privacy & Security
Our server is equiped with SSL, which protects your privacy and personal information.
Returns & Replacements

Return Procedure
In order to obtain a Return Authorization (RA) number Provide your order number, name, email address, phone number, and the part number you wish to return, along with a detailed explanation. If you do not have your order number, please indicate when your order was purchased and the full name you used upon ordering.


RA numbers and return shipping instructions will be emailed in 2-3 business days after receipt of the fully completed form. No returns will be accepted without an RA number.


All returns must be packaged properly; we are not responsible for damaged returns resulting from improper packaging.

Freight Charge:
Return freight charges are not reimbursable unless the return is a direct result of our error.

Restocking Fee:
A 20% restocking fee is charged on all returns that are not the direct result of our error.

Return Policy
We will accept authorized returns within 30 calendar days of the purchase date.

Authorized returns must be in the complete and original packaging. If the item arrived at your location damaged, please include the original shipping container in your return.

All authorized returns must be in their original condition, include all components, and cannot be disassembled or damaged due to incorrect installation. Returns missing components will not be credited. We are not responsible for installation errors. We are not responsible for labor expenses, additional repair expenses caused by the use of wrong or defective parts during installation. Warranty Coverage

 

We provide a limited warranty of 90 days from the date received by the original purchaser or installer, unless otherwise specified, and covers the replacement of a defective part/s. The warranty applies only to parts replacement unless a part cannot be obtained in its place. For such cases, a full refund will be issued to the original purchaser. A refund or an exchange of a defective part will be processed only if it is accompanied by the original sales invoice. All items must be in their original condition and must not be damaged due to incorrect installation upon return. The warranty is limited only to the original purchaser and is non-transferable.

All items are given a limited warranty period by the manufacturer. The manufacturer will allow the parts to be under warranty provided that these parts are free from defects in workmanship and material.

Under NO circumstances will our liability exceed the amount of the original sale.

Products damaged as a result of abuse, misuse, improper repairs or maintenance, improper installation, alteration, or modification will not be covered by the warranty.
The warranty does not cover airfreight charges, labor expenses, towing expenses, or expenses resulting from installation errors. Return shipping is the responsibility of the buyer. We will not reimburse any return shipping charges incurred.

All returned items must have the RA (Return Authorization) number written outside the shipping box prior to return. The RA Numbers can be obtained by calling or by emailing our Customer Service. Returned items without the RA numbers will not be accepted.

Our liability does not cover lost or stolen packages, mailed back by the customer, containing the parts being claimed under warranty. Because the customer is the shipper, he is the only one who can file any lost claim with the shipping company. Therefore, the claim must be coordinated and processed through the shipping company by the customer.

Ordering
Ordering is secure using our SSL servers. Please ensure https is in front of the www to ensure that your order is processed with our SSL servers.
Payment, Pricing & Promotions
We do not offer price differences for orders as parts and bike prices change on a regular basis. We do however offer promotions based on current market pricing..
Viewing Orders
You may view your orders via your account panel located at the top of the page.
Updating Account Information
It's easy to update your account information, just click on account (after loging in) and you will have the ability to update all of your contact information.
 

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Carbon Connection Cyclery is located in Carlsbad, California, and ready to serve bicyclists nationwide with our complete line of bicycles and accessories.

Have questions?
Call us at: (800) 822-3621

Official USA Dealer for Focus Bikes!
Register with us today and receive 10% off any complete bike purchase & selected items!

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