Some of your Questions
We've attempted to answer many of the common questions we receive about our business and policies. Please feel free to call or email if you have other questions, or would like recommendations or information about products we carry.
Where are you located?
Our warehouse and offices are located at 5741 NE 87th Ave. in Portland, Oregon, about a mile or so from the PDX airport. If you're flying through, take some time to drop by and say hello.
We also have a full-service retail location in the Portland area where we carry many of the products featured on our website, as well as a huge selection of bikes from brands like Bianchi, Cannondale, BMC, Norco, and many more. Western Bikeworks is the only shop in the Pacific Northwest with the state-of-the-art Guru Dynamic Fit Unit. Come by and let one of our highly-trained professional fitters get you dialed on your new or existing bike.
Do you stock what you sell?
With a few exceptions, if you see it on our website, we have it in stock. There are a few expensive products, mostly high-end carbon wheelsets and some framesets, that we don't stock every variant of. These are listed as 'Special Order' on the product page. If you place an order for one of these items, we will make every effort to get it for you as quickly as possible and will contact you as soon as we have an estimated delivery date.
How quickly will my order be shipped?
Over 99% of our orders are shipped the same day if they are placed before 3:00PM Pacific time. In rare cases, the last of an item will be located at one of our stores and we will have to transfer it to the warehouse for shipping, which can add a day. In these cases, we try our best to get it to you on time by upgrading your shipping.
How do I cancel my order?
If we haven't started to pack your order, you can cancel your order by viewing the Previous Orders page. You'll see a Cancel Order button under the order detail on the right. If we've already started to pack your order, please call us as soon as possible at (800) 651-4050 and we will try to stop the order before it is put on the truck.
Why don't you price match Ebay?
Unfortunately, there are a lot of counterfeit products sold on Ebay, other auction sites, and many Asian e-commerce sites. If you see a current product at a price that looks too good to be true, it probably isn't the real thing.
Why do your sales and coupons exclude some manufacturers?
Many manufacturers have policies which prohibit advertising their product for less than the minimum price they dictate. The manufacturers can refuse to sell to us if we offer their products at lower prices.
I received a discount code. Why won't the discount apply to my order?
Our discount codes provide a designated percentage off of an item's list price. We will always give you the greatest single discount available on a given item. If the item in question is already marked down greater than the percentage offered by the discount code, an additional discount will not apply, as the codes are not "stackable."
How do I return or exchange items on my order? Is an RA# required?
Please refer to our Returns and Exchanges policy for full details. Simply ship the unwanted items back to us with your written request and we will process the order accordingly. Though you are responsible for any shipping charges to return items to us, we will provide free shipping back to you in the case of an exchange.
How do I create an account?
If you've never placed an order, you can click on the Sign In link in the upper right. This will take you to a page to create an account. You can also create an account when you place your first order. On the order confirmation page, you'll have an option to create an account. If you've already placed an order, an account has been automatically created. Click the Sign In link, enter your email address, and click Forgot Password if you don't have a password.