You can place an order in person, via email, fax, phone or carrier pigeon. The telephone is better than email, since I get overloaded with email and your emailed order may get overlooked. If you do send email, please only send plain text with no attachments in your emails, and keep them brief. Unfortunately, long winded emails must get passed over when we're faced with fifty to read in the morning. We don't have enough time to answer long emails and get work done.
If your email is intended for Linda or Sheena or Penny, please include their name in the subject, and I'll just forward it to their account.
If you use the telephone and get our answering machine, please leave a message with just your name and phone number. Our machine doesn't have an endless capacity for messages and if we're away for a few days, it will quickly fill up. Also, if you're using a cell phone, do not assume that we can hear your message since they are often garbled. Try to use a land line.
I can ship just about anywhere in the world if you pay with Visa, Mastercard or Western Union. Orders from Indonesia and Nigeria will only be filled if payment is made via Western Union. There are absolutely no exceptions! See my article on scams. Most other foreign orders can be paid for with either Visa, Mastercard or Western Union, at our discretion. If you live in the United States, payment can be via Visa, Mastercard, US Postal Money Order, Paypal or Western Union. International orders paid via credit card can only be shipped to the billing address of the card. If you choose the US Postal Money Order payment, you'll get a 3% discount on your purchase, since that's about what the bank charges us for credit card processing. I am also happy to accept Paypal from within the US. See my Paypal page. I do not accept personal checks for mail orders. We don't accept Paypal payments for shipments outside the US.
I accept US Postal Money Orders only, as in a money order that you would purchase in person at a United States Post Office. Sorry, but we don't accept any other types of money orders, such as those money orders you can get at a bank. We also do not accept Western Union money orders.
I don't yet have secure, on-line ordering. Carrier pigeon security protocols are currently in beta testing. Some people get mad at me because I don't have a "Shopping Cart" system on the website. Don't get mad. I only recently got past making fire with two sticks. These things take time.
We have no minimum order. What you need is what we ship.
I take both Visa and Mastercard, and I take no other credit cards. I will need the complete credit card number, including the expiration date, the full name on the card, the billing address of the card, and the "V" code or three digit security code on the back of the card. It's the last three of whatever numbers are in the signature box on the back of your card.
Credit card numbers should not be sent via email. They can be sent via fax or by voice telephone.
For shipping outside the US, I am required to fill out customs forms. Often, people ask me to put false information on those forms so as to save them import duty in their country. I don't know what the jail term is for filling out fraudulent customs forms, and I'm not the least bit curious to find out. So, with a heavy heart, I'll be filling out all customs forms correctly.
Shipping is primarily by UPS, because they come by every day to pick up packages and it's very convenient. I can use the Post Office for small inexpensive items that don't require insurance and weigh under 1 pound. Of course I will also ship via the Post Office if the customer prefers it. Also, shipping to an address outside the USA can be very expensive by private carrier like UPS. It's usually best to use the Post Office. For international shipping, the Post Office does have size limits for shipping which are smaller than the size limits for UPS. So if you want a wheel shipped to Scotland, the box will be too large for the Post Office and it will have to ship via UPS. It won't be cheap!
How long will it take?
This map is copied from the UPS website. It shows how long it normally takes for a shipment to be delivered by their UPS Ground service to various locations within the United States. This is their map, and of course we don't guaranteee their delivery times. But I have found it to be generally accurate.
For very small and inexpensive items like a handlebar mount for your headlight or FiberFix replacement spokes that don't require insurance I can (if you ask) just put some stamps on the package and the mailman can pick them up. I charge a flat $3.50 for shipping very small items that way within the USA. However, the package will be uninsured and we will not accept responsibility for lost shipments. UPS is insured and trackable, though more expensive. And to ship outside the USA, customs forms must be filled out, so that precludes this method.
Since the Post Office has determined that packages over 1 pound could contain a bomb, (I've been known to sell them, after all) I can't leave them for the letter carrier to pick up. They must be taken by me to the PO, where I can be photographed, fingerprinted, strip searched; well, you know the routine.
If your order has to ship via the Post Office I will add $5 to the actual postage cost, if the package is too large or heavy to just hand over to the carrier. The $5 charge is for our time driving or cycling down to the Post Office, standing in line with everybody else while the Postal Employee patiently listens to Elvira Bainbridge prattle on (in a squeaky voice) about how her dog Muffy got fleas and "Oh isn't Dr. Pinchgrove (the veterinarian) just the strangest old coot you've ever met and I was saying to my friend Myrtle Poopfarb just the other day how odd the weather's been lately don't you think?"
When placing an order, I can usually give you a close estimate of the final shipping charge while you're on the phone with me. But if it's an international order, I won't be able to. The rates vary too much. So the best way to know ahead of time what your order will cost to ship to Inner Mongolia, go to the Post Office's website and do the calculations. www.usps.com There are usually several services available, anywhere from 2-3 days to 6 weeks. Pick the service you want, estimate the weight, add $5. and you'll have a good idea what we'll be charging you for shipping. If you don't mind waiting for us to call you back, we can figure out the shipping rate, and call you for approval before proceeding with your order. It might take an hour or so, depending on how busy we are at the moment.
To get a UPS tracking number for your shipment, send an email to . Include the name that was used for the order, and the date you believe it was shipped. Sheena will send you back an email with the UPS tracking number.
Linda makes the pile of boxes, and Jim hauls it away, though judging by the look of his back, perhaps not for long!
If we sell you an item that is defective, you can return it for an immediate exchange. We try not to sell defective products, but unfortunately we do occasionally let one slip by. We'll pay the UPS Ground shipping both ways on defective returns and exchanges. We will determine if an item is defective. If we determine that the item is not defective, we will not accept it for return.
We will only pay UPS Ground shipping costs for defective returns. Even if your original purchase was shipped via Next Day Air or some other express shipping method that costs oodles of money, we only cover regular ground shipping cost for defective returns. Here's why.
Non-defective returns for refund are subject to a 10% restocking fee. This applies to any purchase other than wheels, bikes (which I have to build before we can ship) and other special order items.
There are no returns on wheels, bikes, and special order items.
Exchanges can be made on unused items within 7 days. There is no restocking fee on items returned for exchange towards items of equal or greater value, though shipping costs will apply.
If you receive a defective product and want a replacement, call us to arrange a return. When we receive it and determine that it is defective, we will then send you a replacement. If you can't wait for us to receive your returned product before sending out a replacement, we will have to charge your credit card for the second product. And if, when we receive the returned product, it turns out not to be defective, but instead has been damaged by improper installation or use, you will now own two products. It's best to wait until we receive your return. Many times people think a product is defective, when in fact the problem turns out only to be caused by improper use. When we receive the product, we can often determine the cause of the problem, and explain it to you so that you can use the product properly.
We've had too many instances of people installing a light or other product incorrectly, think the product is defective, and return it, get a replacement, have the same problem, etc. etc. This is understandable since many of the products we sell are not commonly used in the US, so people are often unfamiliar with them. If you receive a product that doesn't seem to work, don't get angry or frustrated. Call me and explain the situation. More often than not the product isn't defective and I can help you figure out how to use the product correctly. The last thing I want is for a customer to end up with two products, all because he didn't use the first one correctly.
But I have also had instances where people damage products during installation, and assume that the damage was due to the product being defective. We've sent out replacements without charging for them, only to get back products that have obviously been damaged by the customer. The credit card companies will not allow us to then charge the customer's credit card, and we end up with damaged goods that the manufacturer will not accept back from us. This is why we can't send out replacements for products you believe to be defective, without the replacements being paid for.
We sell bicycles, bicycles parts and accessories to be used by people riding their bicycles on roads and trails in the real world. The real world can be a messy place. And most people who have ridden a bicycle for any meaningful distance quickly notice that the bike gets dirty, paint can be scratched, and metal parts can oxidize. Some people buy bicycles and bicycle parts not to ride with, but to look at. They want the finish on their frame to be 100% free of imperfections. They want their aluminum rims to shine like mirrors, and they can't stand the thought of any discoloration on an anodized handlebar. If you want to buy something we sell to display on your living room wall, please let us know. We charge $60 per hour to inspect products in our inventory to find the item with the absolute best finish work. Then, before we assemble the product (build up the bike, build the wheel, whatever) we'll send you the item at your expense via insured carrier for your inspection. You can then return the item to us for final assembly.
If you are instead just going to ride your bike, please trust us to ship only products that look like new, in the real world. In other words, small imperfections in the polished finish of a frame, crankset, chainring, hub or rim, brake lever, handlebar, uneven stitching of a pannier, etc., things that have no affect whatsoever on the performance of a component but are only noticeable upon close inspection, do not constitute cosmetic defects warranting replacement at our expense. The key issue here is trust. Please trust our judgement that what we have shipped to you passes our standards of cosmetic quality.
There is no such thing as a perfect anything. If you look closely enough, you can always find a defect. The issue is what level of defect is acceptable. Since there is expense involved in shipping products back and forth, there has to be some method of determining what level of cosmetic defect is acceptable and what isn't. Since if you aren't buying here in the shop you're buying sight unseen, you need to trust that what we ship is acceptable. In other words, you need to be willing to accept OUR standards of what's acceptable and what isn't. Otherwise we end up shipping stuff back and forth, at great expense, all to get you the perfect handlebar stem. At some point it gets a bit ridiculous. And in the case of built up bikes and custom wheels, the expense is even greater than just the shipping cost, since rebuilding takes shop time.
So, if we send you a part that doesn't look right to you, we'll take it back for exchange at your expense. If it's a part of an assembled product, such as a bicycle or hand built wheel, there is no return, period.
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Sometimes the volume of email is so great we can't get to it all. For important communication, please phone, or phax.
It's best to call before 4PM Eastern time since after that we're either running around like headless chickens or at home ready to jump into the pot.
Under no circumstances should you place an order without first reading this.
This page updated: Thursday, April 11, 2013
Peter White Cycles