FAQ

Orders & Shipping

Can I change my order after it has been shipped?

Once your order has been shipped, it cannot be altered. You may request to return your order within 30 days of receipt.

I need my order ASAP, when will it ship?

  • Most orders placed Monday-Friday before 2:30pm Pacific Time will ship out the same day. If you placed an order on Saturday, Sunday, or a holiday, it will be shipped out on the next business day because shipping carriers do not pick up packages on weekends or holidays.
  • Orders that require going through our service department (custom travel changes, etc) may not ship in 1-3 business days since they have to enter our service department queue. If you are worried about not receiving your order in time, please reach out to us for current timelines.
  • If you’ve selected an express shipping service from FedEx or UPS, standard delivery days are M-F. If you need an item delivered on the weekend you must select Saturday Delivery.
    • i.e. If you select FedEx 2Day shipping on Thursday before 2:30pm PST, it won’t be delivered until Monday.

How long will my custom wheel build take to ship?

We do our best to finish wheel builds on a similar timeline to other custom services. However, due to high demand and the intensity of labor, please give your order to take 1 to 3 weeks to complete. If you're working on a specific timeline or want an accurate ETA please contact us.

I did not receive a confirmation email after placing my order.

Every once in a while this email goes spam. We suggest checking your spam folder first. If you’re unable to find it there, your email address may have been spelled incorrectly or the email was never sent. Whatever the case may be, please contact us and we will manually send you the confirmation email.

I did not receive a tracking number for my order.

Your order may not have shipped yet. Tracking notifications are sent as your order has been boxed up. There’s also a chance that the tracking information email ended up in your spam folder. Still can’t find the tracking information? Please reach out to us and we will send you a tracking number or help you figure out what is going on.

Do you offer financing?

We are proud to offer financing through Affirm. Details can be found at checkout or on their website.

I won't be home to sign for my shipment, can you remove the signature requirement?

Once orders have been shipped we cannot remove the signature requirement. It is possible to reroute your package to a convenient pick up location. If you would like us to reroute your package, please reach out to us.

Do I need to pay for shipping?

  • We offer free shipping on orders over $49, this does not apply to oversized items such as: complete bikes, frames and wheels. Our free shipping service is only applicable for orders being shipped within the continental USA (This excludes Alaska, Hawaii, and the US Territories).
  • When free shipping is selected we will ship your order with the carrier of our choosing who will deliver your order within 2-6 business days. If you have special shipping instructions or requirements, please reach out to us before placing your order to arrange those.

International Shipping

I live outside the USA, can I still place an order?

Yes, you can! We offer affordable international shipping rates for orders going all over the world. We recommend selecting FedEx International Economy for quick shipping at a reasonable rate. Just punch in your shipping address at checkout and you will see the shipping options we offer. However, some brands do not allow their products to be shipped internationally. If this is the case, there will be a note on the product page.

The part I want to order says “This Item cannot be shipped outside of the USA”, can you make an exception for me?

Unfortunately, due to our dealer agreements there are a select few brands that we cannot ship outside of the USA. These include, but are not limited to: Fox, Marzocchi, RockShox, and SRAM. We cannot make exceptions.

Do I need to pay duties and taxes if I live outside of the USA?

Duties and taxes are not prepaid and are the responsibility of the customer if applicable. We use the proper tariff codes to make most components duty-free, but we can not guarantee any final duties and fees implemented by your country's import process. There is nothing we can do about those laws. We will not change invoice pricing or send parts as a "gift", no matter the situation. This is against the law.

Returns & Warranties

I purchased an item in the last 30 days and it does not fit, and it is unused. How do I go about returning or exchanging it?

We strive to make this process as easy as humanly possible! Follow this link and it will take you to a page with detailed instructions on how to return the product to us for a refund or an exchange.

I purchased something more than 30 days ago and it won’t let me process a return or exchange.

Returns are only accepted within 30 days of when you received your order.

I returned an item but have not been refunded yet.

A refund will be processed after your return has been received and inspected to ensure it is in new condition. You'll be notified when the refund has been processed on our end. It may then take 3-5 business days for your bank to process the refund and reflect it on your bank account. If you know we have received your return, and you have not received a notification, please reach out to us.

Who pays return shipping?

The cost of return shipping will be paid by the buyer and will be deducted from the refund.

How do I start a warranty claim for a failed or defective product?

Most manufacturers like to process warranties directly or at your local dealer. If you contact us, we can help you to file a claim directly with the manufacturer, or help you find a local dealer. If you don’t have a local dealer, The Lost Co can certainly process a warranty claim. Processing a warranty through us will be slower since we will need to get the product back to our store before we can start the process. The Lost Co does not ship out replacement parts until a warranty has been finalized by the manufacturer. Attached is a list of manufacturer warranty pages for brands that we carry.

Products

I just ordered a new rear shock. What is mounting hardware and do I need it?

In short, mounting hardware are bushings to fit your shock in your bike. If your new shock is the same brand that is currently on your bike, you can simply reuse your old hardware so long as it is not damaged. Otherwise, you will need new hardware. To find your shocks specs, please check out our database of mounting hardware. If you cannot find your bike's specs in that database, please check out this YouTube video for detailed instructions on what to do next.

How do you offer forks in travel sizes not offered by the manufacturer? 

Not all fork travels are offered directly from Fox or Marzocchi. Our factory-trained technicians can build you the fork you need for your bike by simply installing a new air shaft assembly to adjust the fork to your desired travel. This is the same procedure done by the manufacturer at the factory and we offer it free of charge on most forks.

There is no physical difference between the upper and lower components of a 180mm and 140mm fork of the same model other than a different length air-shaft. We only offer sizes that are approved by the manufacturer.

When we swap out the air shafts, we always put fresh lubricants and oil into your fork per the factory specifications, ensuring your fork will work in tip-top shape when it arrives. Performing this adjustment will not affect your factory warranty in any way.

Do you have an ETA for out of stock products?

Manufacturing and supply chains have been inconsistent over the last two years. We are unable to accurately provide ETAs for out of stock products at this time. If you would like to be alerted when the item re enters our inventory, please sign up for a stock notification email.

Can I pre-order something that is out of stock?

We do not take pre-orders on any items unless otherwise stated on the specific product’s page. If you would like to be alerted when the item re-enters our inventory, please sign up for an in stock notification email.

How do you choose what products you stock?

  • We only stock parts, accessories, and bikes from brands that we either ride personally or are stoked on. This offers two huge benefits for our customers:
  1. Do you have a question about a specific product? Chances are someone in the shop has either ridden the product themselves, or has plenty of input that will help you to make a well-educated purchase.
  2. You can purchase with confidence as we only stock brands and parts that we are stoked on, knowing that you're purchasing a quality product for the best available price.

Pricing & Inquiries

How do you decide prices for products?

We offer the best possible prices for all of the products in our inventory while keeping in accordance with dealer agreements. We will never up-charge or price-gouge products for any reason.

Do you price match other retailers? 

If you've found a product that is in stock and cheaper elsewhere, please feel free to reach out to us to request a price match.

Company

Where is The Lost Co located?

The Lost Co is proudly located in beautiful Bellingham, WA. With trails just a short ride from our front door, we strive to be your first stop for all your mountain bike related needs in Bellingham. Our brick & mortar shop and all shipping/business operations can be found here:

The Lost Co

2106 Pacific St Ste 102

Bellingham, WA 98229

Who is The Lost Co?

This is something we find ourselves asking every day. Long story short, The Lost Co. is a small, independently owned and operated bike shop located in Bellingham, WA. We consider ourselves "The World's Local Bike Shop" with crazy good customer service which helps riders all around the Earth. We seriously love what we do, and seriously love bikes. We are not a warehouse store. We're real, passionate riders, just like you. To learn more, check out our about us page!

What are your business hours?

We are open Monday-Friday from 10am to 6pm Pacific Time and closed on most major holidays.

Is it safe to buy from The Lost Co?

Absolutely! Buy with confidence by checking out our insanely good Google reviews here. Still uneasy? Give us a ring at 360-306-8827 during our normal business hours to chat with a real, live, bicycle-shreddin' human being! 🤘


Got a question that wasn't answered in or FAQ?
Give us a ring at 360-306-8827 or send an email to info@thelostco.com.