FAQ
The questions we actually get, answered the way we actually answer them.
Ordering
Is it in stock or not?
Every product page tells you. In stock means it dispatches within one business day. Special order means we bring it in from the manufacturer for you — we confirm the lead time in writing before taking payment. Made to order means it is manufactured to your specification (Gemini, Quick Pro framesets, custom kit) and lead times run from weeks to months. We would rather give you an honest date than an optimistic one.
Why don't you discount?
Because we did not build a shop to compete on how much we take off. The houses we carry hold their value — Gemini does not permit public discounting anywhere, by anyone — and a component worth its price in March is worth it in November. What you get instead of a discount is a fitting, a written lead time, and equipment most of the Caribbean cannot buy at all.
Can I collect in person?
Yes — collection from the showroom in Caguas, by appointment. The appointment means the room and the time are yours.
Shipping
Do you ship across Puerto Rico?
Island-wide delivery, or showroom collection in Caguas. Orders within Puerto Rico are subject to IVU at checkout.
Do you ship to the US mainland?
Yes, and it is simpler than people expect: Puerto Rico is inside the US postal and customs system, so mainland orders ship domestically. No customs forms, no import duties, no international delay.
The Caribbean and beyond?
We ship across the Caribbean and Latin America; import duties and taxes are the recipient's responsibility. Anywhere else — contact us before ordering. Note that CO2 cartridges and certain batteries cannot travel by air and ship by ground within Puerto Rico only.
Returns
What can I return?
Stocked items: 30 days from delivery, unused and in original packaging. Helmets and next-to-skin garments cannot be returned once opened, for hygiene. Custom and made-to-order items — Bioracer kit, Gemini components, built-to-order framesets, special orders — cannot be returned unless faulty, which is why we insist on measuring first. Contact us before sending anything back.
What is the Wove exception?
Wove saddles are the deliberate exception: ride one on real roads for 30 days and return it even ridden. A saddle you cannot sit on is worth nothing, and no one can tell in a showroom.
What if something is faulty?
Contact us immediately with photographs, and do not keep riding a carbon component you believe is damaged. Warranty claims are handled by us with the manufacturer — you deal with us, not a factory in another country. Wove carries a lifetime warranty on carbon shells and rails; Gemini and OVERFAST carry multi-year warranties and crash-replacement programmes.
Fitting
Why do you charge for fittings?
Because a free fitting is a browsing appointment, and the measuring is the part with value. The fee is credited in full against any purchase that comes out of the session — so if the fitting leads anywhere, it was free.
I'm not in Puerto Rico. Can I still get fitted?
Most of it works over video: we send a measurement guide, walk you through it on a call, and specify from there. It is how we serve riders across the Caribbean and the mainland.
Languages and payment
¿Atienden en español?
Claro que sí. La tienda completa está disponible en español — usa el selector de idioma — y atendemos fittings y consultas en español o inglés, como prefieras.
How do I pay?
All major cards at checkout. For made-to-order items we take a deposit to enter production and confirm everything in writing first.
Still have a question?
Ask it the way you would ask a friend who works in a bike shop. Tell us what you ride and what is bothering you — numb hands, a saddle you fight, a wheel decision — and we will give you the honest answer, including when the answer is the cheaper product.