FAQ's
Questions about an order or compatibility? Email support@gograva.com. Go Grava is a small, locally owned business, and we are here to help you understand your options before purchasing.
Read the full Refund & Return Policy and Shipping Policy.
Orders, returns, and shipping
What can I return?
Eligible non-bicycle, non-custom, full-price online purchases can be returned within 30 days of delivery if unused, unworn, in original condition and packaging, and accompanied by proof of purchase. Go Grava also accepts defective-item returns. See the Refund & Return Policy for all exclusions and requirements.
Can I return a sale item?
All sale, discounted, and clearance items are final sale. Returns are not accepted for these items, except for defective items under this policy. Confirm sizing and compatibility before purchasing.
What if my item is defective?
Go Grava accepts defective-item returns, including defective bicycles, special orders, and sale items. Email support@gograva.com for instructions. For shipping damage or a defect, include photos and contact us for assistance. See the Shipping Policy for shipping damage claims.
What fees apply to a return?
Bicycles and larger shipments: Approved returns are subject to a restocking and handling fee of up to 20% of the returned item’s purchase price, or the amount needed to recover Go Grava’s actual shipping and processing expenses, whichever is greater.
Other online orders: Approved returns incur a 3% processing fee on the purchase price of the items returned, deducted from the refund.
These are separate categories: the 3% fee is not added to the bicycle and larger-shipment fee. Return shipping costs are separate. Paying a fee does not make a non-returnable item eligible for return.
Who pays return shipping?
Go Grava pays for shipping back to the store only when we shipped an incorrect item whose SKU (product code) does not match the SKU ordered. In all other cases, return shipping is the purchaser’s responsibility. Contact support@gograva.com for instructions before returning an incorrect item.
Go Grava is a small business. In all other cases, including customer-selected sizing or compatibility errors, the purchaser pays return shipping. Original shipping charges are non-refundable.
What if the part does not fit my bicycle?
The purchaser must ensure that the item ordered is correct for their bicycle and meets all compatibility requirements. When Go Grava supplies the item ordered, incompatibility is the purchaser’s responsibility; it does not make the item defective or incorrectly shipped.
For help confirming compatibility before ordering, email support@gograva.com. Include your bicycle’s make, model, year, and the item you want to buy.
Compatibility returns must qualify under the Refund & Return Policy and incur the applicable fee and purchaser-paid return shipping.
Can I cancel a special order?
Special orders incur a 20% cancellation fee once the order has been placed with our supplier, even if the item has not shipped. Fulfilled special orders are non-returnable, except for defective items.
How do I request a return or exchange?
Email support@gograva.com with your order number, item, and reason. Include SKU details for an incorrect item and photos for a defect. Exchanges are available for incorrect clothing sizes and defective or damaged items, subject to eligibility and final-sale rules.
When will I receive my refund?
After approval and inspection, refunds are issued to the original payment method less applicable return fees. Bank processing times vary. Rewards-cash portions are credited to the Rewards Account under the Rewards and Gift Card Policy.
How long does shipping take?
Our official processing window is 3–5 business days; we aim to ship most orders within one business day. Delivery time is additional. See the Shipping Policy for rates, signature requirements, international deliveries, and damage claims.
Warranty and other questions
Warranty Policy
F. Duarte Titanium Frames = 30 Years
F. Duarte Stainless Steel Frames = 10 Years
Marino Frames and Fork = 10 Years
Go Grava handles all of your warranty work, shipping items back to South America, and replacing items as quickly as possible. We strive for 100% customer satisfaction.
Warranty assistance does not mean that return shipping is free. Go Grava pays for shipping back to the store only when we shipped an incorrect item whose SKU (product code) does not match the SKU ordered. In all other cases, return shipping is the purchaser’s responsibility. Contact support@gograva.com for instructions before returning an incorrect item.
Crash Replacements
Crash replacements are only for the first year of ownership. Go Grava can work with you to replace a frame at a 10% discount in the unfortunate event of a crash. We know a crash can be devastating for you, so will work with each customer on a case by case basis. We cannot guarantee a crash replacement for everything, but we can look at the best way to help you during your unfortunate event.
Complete Bike Purchase
Complete bike purchase information is listed on the website. We install components that we have accounts with so we can handle component warranty work also.
Or, if you bought your bicycle from someone else, we can try and handle warranty work for you. It costs more, but we can take away the hassle of replacement items or at least see if we can help you.
When Will The Founders Club Start
The Founder's club is a unique initiative that Go Grava wants to start once we have more partnerships and more capability. As soon as we prove our business model and become cash flow positive, we have VIP's, Travel Guides, and Travel partners waiting to jump in to provide opportunities for our Founder's.
For example:
1. Go Grava has a new partner providing an exclusive bike touring packing in South America. It would be a once in a lifetime experience for anyone. We would offer up this package to the Founder's first, before we open it to the General Public.
2. We find a new piece of cycling gear or tech in the Fall and would want to launch it in the following spring. Founders would get first access to testing this gear at no cost.
The current cost to joining the Founder's Group? Simply buying a Founder's T-shirt. Simple as that. Then we pull the email list of all people who have bought a Founder's T-shirt and send them the incentives first.
