Shipping, Returns, and Exchanges

Shipping

We ship out orders as fast as we possibly can, and from the time you place your order to the time you receive a tracking number, we're hard at work getting your order together!

Orders ship within 1-3 business days, however most orders placed before 2:30pm PST will be shipped same day.

Most of the carriers we use pick up packages from our shop at 2:30pm PST, therefore that is our shipping cutoff for that day. If you placed an order on Saturday or Sunday, it will be shipped out on the next business day as shipping carriers do not move packages on the weekends or holidays.

Free Shipping

FREE Shipping on orders over $49 does not apply to oversized items: Complete Bikes, Frames and Wheels. Our FREE Shipping is only applicable for orders being shipped within the continental USA (This excludes; Alaska, Hawaii, and US Territories).

When free shipping is selected we will ship your order with the carrier of our choosing that will deliver your order within 2-6 business days. If you would like to make special shipping instructions, please give us a call before placing your order to arrange that.

Custom Parts

Orders that require going through our service department (custom travel changes, custom wheel builds, etc) may not ship in 1-3 business days as they will enter our service department queue. If you are worried about not receiving your order in time, please give us a call for current timelines.

Special Case Shipping (Drop Ship, Special Orders)

Some parts and bikes must be special-ordered into the shop, or in some cases, drop-shipped to you straight from the manufacturer. We will contact you immediately if your order contains an item which is special-order and requires a delay in shipping time.

Do you ship internationally?

Yes we do! We have super cheap international shipping rates for international shipments. We recommend FedEx International Economy for quick shipping times and very affordable rates. Just punch in your shipping address at checkout and you will see your shipping options. Some brands, however, do not allow anyone to ship over international borders. If this is the case, there will be a note on the product page.

Do you ship complete bikes internationally?

Yes we do! However, the large size of the box and import duties are pretty expensive, so please contact us for a shipping quote if you're looking to purchase a complete bike from us and you live outside of the USA.

International customers are responsible for any and all import duty fees.

We do use the proper tariff codes to make most components duty-free, but we can not guarantee any final duties and fees you are charged from your country's import process. There is nothing we can do about those, and they are completely up to your government's import laws. We will not change invoice pricing or send parts as a "gift" so that you do not experience import fees. This is against the law and something that we will absolutely not do, no matter the situation. 

*We reserve the right to modify shipping expenses in special circumstances. We reserve the right to deny and refund an order if you are outside of our general shipping area for free shipping.


Returns & Exchanges

If you have any questions on fitment of parts, clothing, or anything we sell, please reach out to us. We are more than happy to help you get the right item the first time. We have real bicycle riding humans here in the shop that know just about everything there is to know about mountain bikes and would be absolutely stoked to get you exactly what you need.

Returns of bike parts are only accepted within 60 days of when you receive your order. We will only refund returns of parts that have not been installed or used, include all original packaging, materials and any tags are still attached.

New for 2022, we are now offering FREE return shipping!!
Free return shipping does not apply to the following applications; wheels and frames, APO addresses, and orders from Alaska and Hawaii. Orders shipped to International addresses cannot be returned - see below for more details.

Your order must be returned in the same shipping materials as you received it from us. Please do not ship anything back in the manufacturer's box with any shipping labels or writing on the product's box. If the item has been installed or used, or if the package is missing original materials, or if the product box's quality has been reduced there will be a *
restocking fee since that item will not be able to be resold as new.

Exchanges: We do not currently offer exchanges. See more below.

To return an item please submit the Return & Exchange Request Form below.

Clothing, Gloves, Pads, Etc

If you purchasing things you wear, please try it on and wear it around the house, but please leave the tags on until you are positive you want to keep it.

Mounting Hardware, Dropper Posts

If you are not sure if your mounting hardware or dropper post will fit you or your bike, please reach out to us and we will make sure you get the right fit the first time. If you mount either of these on your bike and then decide to return it, you will be subject to a restocking fee*.

Spokes & Nipples

Certain service items such as spokes and nipples are not eligible for return, so be sure to measure twice prior to placing your order! Need help? Give us a call at 360-306-8827 or shoot an email to sales@thelostco.com

Coil Spring

If the coil has been installed on the shock, we may not be able to accept it as a return. In the event that we cannot accept it as a return, you may be subject to a restocking fee*. Before purchasing your coil, we can help you ensure you find the right one for you and your bike. Please watch this video here as we go into detail on how to choose the correct one. If you still have questions, please contact us.

Custom Parts

We do not accept returns on our custom built wheels, or any other part that we have modified to fit your customization needs. This includes rear shocks that we have customized the stroke, etc.

Exchanges

We do not currently offer exchanges. If you would like to exchange an item, please fill out the "Return & Exchange Request Form" below, then place a new order for the correct item. This way, the item that you want is shipped out immediately without having to wait for an exchange to process.

Return Labels

Please only return items to us with the return label we provide you. We will not refund the purchase of your own label.

International Returns and Exchanges

The Lost Co is unable to process refunds or exchanges for international orders. Refunds and exchanges are effected by shipping costs, duties and taxes resulting in a sub-par and experience. For these reasons all international sales are final.

*Restocking Fee

Items that have been mounted on your bike, even if they have not been ridden, will be subject to a restocking fee. Even just mounting a shock, coil spring, dropper post, etc will leave signs of use, even if it has not been ridden. In this case, we won't be able to sell it as new.