Refund and Guarantee Policy

Overview

Suspension work has many variables and we strive to provide you with the best possible Bicycle Suspension Service in the industry. We are upfront and straight forward about what is included in the work we do and how we stand behind the services we provide. There are many variables in misconceptions about warranties and guarantees along with what they cover. Here is our Policy. Please reach out with any questions.

Our refund policy lasts 30 days. If 30 days have passed since you received your suspension back (based on tracking information), we can’t offer you a refund.

Refunds may be provided on a case by case basis. There are too many variables in terrain, temperature, riding style, type of riding and more, to provide a “blanket” refund policy.

We offer a 90 day satisfaction guarantee on our workmanship. This includes, but is not limited too, Incorrect reassembly of your suspension, improper function of suspension due to faulty workmanship or lack of quality control.

The following are situations that “void” warranty and or guarantee:

Jumping and or excessive drops
Using the suspension beyond its intended design (ie. using a Fox 34 for unduro, downhill or park use)
Modifications done after our services but within the warranty/guarantee period

Additional non-returnable items:

Gift cards
Shipping Fees

To request a refund or guarantee service please email us in the following way:

Type “Refund Request” or “Guarantee Request” followed by your order number in the Subject Line
Give us a description of what your concern is
Include pictures of defects
Include why you feel as though you should receive a refund or guarantee
Include the return tracking number for the suspension when it was shipped back to you
Include your first and last name
Include the best contact phone number and email address for you.

Please do not send your suspension back without first acquiring an RA Number.

Refunds

Once your email for “request of refund” is received we will review the provided information and reach out to you either by phone, text or email to obtain any missing information or to get clarity on anything unclear. We will then notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 2 days of refund approval days. NOTE* It may take up to 10 business days for your credit to be applied to your bank/credit car account, we have no control over this because it is a processing time.

Late or missing refunds

If you haven’t received your refund after 10 days, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at service@mtbshocklab.com.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Guarantee

Once your email for “request of guarantee” is received we will review the provided information and reach out to you either by phone, text or email to obtain any missing information or to get clarity on anything unclear. We will then notify you of the approval or rejection of your guarantee.

If approved, we will provide you with a new Work Order Number and you can send in your suspension for us to evaluate and rework. Customer pays shipping to us for guarantee work and shipping is free after suspension has been reworked.

All reworked suspension will have a new 30 day guarantee or the balance of the original 90 day guarantee, whichever is greater.

Gifts

If the item was marked as a gift when purchased or paid with a gift card, then any refund would be issued as a gift card or on account credit.