Shipping policy
Processing and dispatch
Give us 3–5 business days to get your order packed and out the door. We're a small crew packing real bikes and real bike parts by hand, and the big stuff takes time to crate properly.
You'll get an email with tracking as soon as your order ships. If you haven't seen tracking after 5 business days, email shipping@crustbikes.com and we'll find out where it's at.
Some items — preorders, made-to-order frames, and anything on backorder — take longer, and the expected ship date is shown on the product page. If we find we can't hit the date we gave you, we'll email you before that date with the option to wait or to cancel for a full refund. If we can't reach you and the delay runs past 30 days, we'll cancel and refund automatically.
Where we ship
We ship most of our range worldwide, but there are places we can't reliably get a bike to — we've had too many packages go missing or get stuck in customs. There are also products we ship domestically but not internationally, because crating a frame for some destinations costs more than the frame.
Checkout is the authority. Put what you want in the cart, enter your address, and if a shipping rate comes up we can ship it to you. If no rate appears, we can't ship that item to that address — it's not a glitch, and emailing us won't unlock it. Try the item on its own; sometimes it's one thing in a mixed cart that's the blocker.
If you're in Asia, our friends at Crumb Works and Blue Lug carry Crust and will take much better care of you than an international parcel will.
If you're in Australia or New Zealand, order from Heaps Good Garage. They're our people, they hold stock locally, and you'll get your gear faster and cheaper than we could ever send it.
How to check your shipping cost before you commit
Add the product to your cart and go to checkout. Fill in your address and click "Continue to Shipping" — your shipping cost is shown on the next page. You won't be charged anything unless you complete the payment.
Carriers
We ship with USPS, UPS and DHL, depending on what you bought and where it's going.
- DHL Express — what we recommend for international orders. Fast, tracked, insured, and by far the most reliable way to get something from us safely into your hands.
- UPS — used domestically and for Canada and select international destinations. Tracked, and insured up to US $100.
- USPS — used domestically and for some international orders. You'll get a tracking number, but be aware that once an international USPS package leaves the country we have no visibility into it and no ability to trace it. USPS doesn't insure it either. If your package matters to you, pay for DHL.
Lost, stuck and stolen packages
Once a package is with the carrier it's out of our hands, and we can't be responsible for packages that are stolen after delivery or that go missing in transit.
What we can do:
- UPS and DHL — email us and we'll help you chase it. We can open a trace and, where the shipment was insured, file a claim.
- USPS — we genuinely can't track these for you. Your local post office is far more use than we are. If it's been lost, open a claim directly with USPS.
If tracking says a package was delivered and you don't have it, we can't send a replacement or issue a refund — but tell us anyway and we'll help you work out what happened. Nine times out of ten it's with a neighbour, behind a gate, or the driver scanned it a stop early. Filing a claim with the carrier is the route to getting your money back, and we'll support that however we can.
If you enter the wrong address
Tell us fast. If your order hasn't shipped, we'll fix the address at no cost.
If it's already gone out, we'll put the order on hold until the package finds its way back to us. The original shipping charge isn't refunded, and we'll send you an invoice for the cost of shipping it back out to the corrected address.
Refunds on shipping charges
Shipping charges are refundable if you cancel before your order ships.
Once we've bought the label and the package is with the carrier, the shipping charge is not refundable — including on returns and on packages that are refused or returned to us undelivered. The carrier has been paid by that point and doesn't give it back.
If the mistake was ours — wrong item, our packing error, damage in transit on a shipment we insured — we cover shipping in both directions and you're not out of pocket.
Customs, duties and import taxes
We are not responsible for customs fees.
Duties, import taxes, VAT and brokerage charges aren't included in what you pay us. They're set by your country, they're collected by the carrier on delivery, and they're yours to pay. We can't tell you in advance what they'll be — your national customs office can.
We can't mark shipments as gifts or declare a value lower than what you paid. Please don't ask; it's customs fraud and it puts our ability to ship internationally at risk.
If you refuse a package because of the duties owed, it comes back to us and is treated as a return under our refund policy, with the outbound and return shipping deducted.
Freight forwarders
We'd rather you didn't. If we can't ship directly to your country, there's usually a reason, and routing around it through a forwarder may get your order cancelled.
Also worth knowing: using a product outside the country it was bought in may void your warranty, and we can't help with anything that goes wrong after a package leaves a forwarder's warehouse.
Questions
Email shipping@crustbikes.com for anything shipping-related, or info@crustbikes.com for everything else.
Crust Bikes
3416 Hull St.
Richmond, VA 23224
United States