What is the current wait time?
We keep the current wait time up to date, and can be viewed in the 'frames' page. And yes, we obsessively keep the wait time current. Please note that because of the unpredictable nature of small scale manufacturing, delays are uncommon, but occur from time to time. Because of this, promised wait times are not guaranteed, but it is very uncommon for any order to be more than 2 months late.
What is your warranty policy?
All frames are under warranty for a period of one year. Our warranty covers premature fatigue failure due to poor welding. Manufacturer defects, such as a misaligned frame, or the frame not functioning properly for whatever reason must be reported within the first 3 months from the date your frame was shipped out to you.
Heavily worn, abused, dented, or crashed frames will NOT be warrantied.
All frames will be warrantied at our sole discretion
Once I have submitted my order, can I change it?
We are more than happy to change your order, but changes can only be made up to the date we begin production on the frame. This date will be provided after orders are placed and added to the production queue schedule.
Do I have to pay all at once, or can I pay in installments?
We allow our customers to pay a minimum of $300 per payment. To request a payment, just contact us at firstname.lastname@example.org with the amount you wish to pay, and we will take care of the rest.
What if I cannot pay for the frame when it is ready to ship?
While we hope that the wait time gives our customers more than enough time to come up with the necessary funds (you will be sent your final payment invoice 8-12 weeks before the frame is ready to ship), we understand there are sometimes extenuating circumstances. This can be paid at any time before the frame is ready to ship. If the frame is not paid in full by them, you will have 6 weeks to pay from the day the frame is boxed up. After that your frame will be put up for sale in the Low bicycles web store. You can still pay the balance you owe and claim your frame if it is not already sold off.
What is your refund policy?
We do not refund deposits or any other payments made unless we caused any damage, defects warranting a refund or discount, or if we are unable to deliver goods as promised. Our customers are responsible for ensuring they are aware of all costs and conditions involved with ordering a LOW// bicycle frame.
How much is shipping?
Average shipping rates for the US: $70, Europe and Canada: $100, Central America $100 Asia: $130, Australia: $300 - These shipping rates are not guaranteed! Cost may vary, depending on final destination’s accessibility. buyer beware!: Shipping rates are subject to change without notice, and Low Bicycles is not responsible for notifying our customers of unexpectedly high shipping costs associated with shipping to far-flung regions. Regions not listed, i.e. African continent, the Middle East, parts of Russia, and South America can be shipped at a reasonable rate, but can sometimes cost several hundred dollars to ship. Because we have no control over shipping costs, we do not automatically quote shipping up front, and we cannot quote future rates. If requested, we will provide current ship rates. Please contact us at email@example.com with your shipping address for a quote. because shipping rates are subject to change without notice, a previously quoted rate might not necessarily be the same as the rate on a given ship date.
If I pay extra can my order be expedited?
We value all our customers equally, so we do not expedite orders. If we bump one person up the wait list, everybody after that person gets bumped down the wait list. Out of fairness to everyone, we have a strict policy of first come first served.
Do you give any discounts to riders or offer industry deals?
Please contact us if you are a competitive racer. We will try to work with you. All riders must be ranked by an official cycling governing body such as USA Cycling or UCI, and there must be a minimum of four riders. This is not a guarantee of sponsorship, we will work with each team on a case-by-case basis.
What frame is the right model for me/what size frame should I order?
Unfortunately we are not able to have our customers test ride our bikes before committing, but if you contact us explaining what you are looking for in your riding experience, we will do everything we can to assist you in selecting the right frame and the right size. Please note that because we are unable to fit our customers in person, any recommendations we make on sizing are just that; recommendations. If ordering a stock size, we are not responsible for improper fit. If you are unsure about what size bike is correct for you, we highly recommend speaking to a qualified fit expert.
Do you sell full sized frame decals separately?
We have seen knock-off Lows out there, and while it is very flattering, we do our best to protect our brand, so we do not sell frame decals. We do however have small stickers. please contact us for sticker packs.
Can I get my Low refinished?
If you want to refinish your Low, we can do a stock finish for $300, custom finishes are $200 extra (see our price list for more info onpricing). This price does not include shipping. Shipping will be at the owner's expense and risk, both ways, and we will only supply our own packing materials when sending your frame back to you. We will not refinish a colored frame to raw. PLEASE NOTE: While we are extremely careful with our frames while they are in our care, and it has never happened before, we will not take any responsibility if the frame gets damaged while in our care- Refinishing a used Low is not worth this liability. Due to our limited workforce, and because it is a low priority for us, turnaround is 4-6 weeks.