Upstate Bicycle Works Store Policies
Last Updated: February 13, 2026
RETURNS - New Parts & Accessories
Returns must be initiated within 14 days for a full refund, or within 30 days for store credit.
Customers must have a receipt.
Items must be in like-new resellable condition with all original packaging.
Upstate Bicycle Works reserves the right to refuse returns based on item condition.
Returns or refunds on special-order items greater than $199.00 are subject to a 15% restock fee.
RETURNS - Bicycles
Analog Bicycles
Within 7 days: $100 restocking fee.
After 7 days: 30% restocking fee.
Additional deductions may apply for damage or visible wear.
Electric Bicycles
Odometer readings will be verified at both checkout and return.
Returns must include all manuals, keys, chargers, and original accessories, and the unit must be clean and sellable.
No returns will be accepted for E-bikes that have already registered for the manufacturer’s warranty.
After 30 days: No returns accepted.
Under 10 miles: $100 restocking fee.
10–20 miles: $200 restocking fee.
Over 20 miles: 20% restocking fee.
Over 40 miles: No returns accepted.
Used Bicycles
Sold AS IS with a 30-day limited warranty on workmanship and safety-related defects.
No returns accepted, sales are final.
SPECIAL ORDERS
AT A MINIMUM - Special orders require a 50% non-refundable deposit for parts and accessories not in stock.
PREFERRED - Customers pay in full for special orders.
Upstate Bicycle Works will hold onto special orders for 1 month after first notifying customers of the special order arrival. Upstate Bicycle Works will call customers 2 times after the initial notification. After 1 month and 3 calls, Upstate Bicycle Works will absorb the non-refundable deposit and return the item to the sales floor.
Model-specific components (ex: e-bike controllers, batteries) require 100% prepayment and are non-refundable once ordered.
WARRANTY
Warranty terms are determined by each manufacturer.
Upstate Bicycle Works will provide assistance for manufacturer warranty claims on items purchased from our store, at no charge when covered.
Customers are responsible for product registration if required by the manufacturer.
Upstate Bicycle Works reserves the right to deny warranty service on self-installed or modified items.
Warranty issues must be reported within the coverage window and promptly after discovery.
SERVICE - LABOR
Customers are required to sign Upstate Bicycle Works’ Service Waiver prior to any service/repairs.
Service deposits may be required at intake at staff discretion if service cost exceeds the value of the bike and/or service is over $300.
If parts need to be ordered, customers will be contacted for a deposit, (see above special orders section).
If work is cancelled, deposits will be applied toward completed labor or installed parts.
E-Bike Diagnostic Fee:
$40 for up to 30 minutes of labor.
E-BIKE DIAGNOSITIC FEE
E-Bike diagnostic fees are non-refundable and due at check-in.
If the diagnosis takes less than 5 minutes, the diagnostic fee will not apply.
Included is a full review of the bike, including a multi-point check across the bike. This will be included for every diagnostic fee.
SERVICE WARRANTY
We stand behind our work. All service labor is guaranteed for 14 days from pickup, apart from tubes.
Covered:
Workmanship on repairs and adjustments performed by our staff.
Re-adjustments related to the original service within 14 days.
Tubes/Flats - if nothing is found then we cover the work within 14 days.
Not Covered:
New issues unrelated to the original service.
Repairs performed against technician recommendations.
Issues documented at the time of service (verbal or written).
Damage from wear, crashes, misuse, third-party modifications, or neglect.
Manufacturer defects (refer to manufacturer warranty).
Prompt return for inspection is required; delayed use may void service warranty.
STORAGE POLICY
Customers will be notified when service is complete.
After 7 days, unclaimed items accrue a $3/day storage fee - documented by finished date on service ticket and included on service ticket receipt given customers.
Items left for over 30 days may be sold, donated, or disposed of to recover costs.
Customers are responsible for maintaining current contact information.
FIRST COMPLIMENTARY TUNE-UP
All new bikes include unlimited complimentary full service tune-up, valid for 1 year from purchase.
Covers brake and shifting adjustments, and minor wheel truing.
Does not include replacement parts. (ex: tubes, brake pads, etc.)
Labor on rubber replacement is not covered.
LAYAWAY - Bicycles
Minimum $100 deposit required.
First $100 deposit is non refundable.
Maximum hold time: 30 days.
Upstate Bicycle Works will contact customers when the layaway period ends.
Unclaimed items will be returned to the sales floor and Upstate Bicycle Works will absorb the non-refundable deposit.
LAYAWAY - Components and Accessories
Minimum 30% non-refundable deposit required.
Maximum hold time: 30 days.
Upstate Bicycle Works will contact the customer when the layaway period ends.
Unclaimed items will be returned to the sales floor and Upstate Bicycle Works will absorb the non-refundable deposit.
TEST RIDES
Test rides are offered at staff discretion.
Valid ID is kept at the store and a signed Test Ride Waiver is required.
CUSTOMER PROPERTY
Bikes and items left for service must be picked up promptly.
Upstate Bicycle Works is not responsible for theft, damage, or loss of items.
POLICY UPDATES
Policies are subject to change at any time without prior notice.
We strive to be fair, transparent, and community-minded - please reach out with any questions or concerns.