OUR LABOR GUARANTEE 

We stand by the quality of our labor. If you are unhappy with our work in any way, please let us know within 30 days of pickup, and we would appreciate the opportunity to resolve your issues.

OUR WARRANTY POLICY

When you buy a bike from G&O, we will diagnose and advocate for warranty replacement of your frame or components, if problems arise. If you believe you are experiencing a warranty issue (any issue really!), please let us know as soon as you can by sending an email to service@familycyclery.com and someone will follow-up.

When we make a warranty claim, the manufacturer will verify the failure is due to a defect, and then send a replacement for the failed component. 

Manufacturers typically cover only the replacement of the parts, but G&O incurs additional costs to process your claim, including diagnosis, warranty processing, part shipping, and labor to repair the bicycle. Here’s how we handle those additional costs:

1. If you notify us of warranty issues in the first 60 days after purchase, G&O will cover any diagnosis, warranty processing, shipping, and labor charges. Early product failure is rare and unacceptable for the high-quality products we strive to sell, so we will cover it.

2. After 60 days, but within the manufacturer warranty period on bikes purchased from G&O, we will cover diagnosis and warranty processing after premature failure of parts. The customer will pay the shipping and labor charges, and pay for any other parts that need to be replaced for the warranty parts to function properly. 

3. For bicycles not purchased from G&O, and for any component beyond of the designated warranty period*, we will attach a $50 processing fee whether the warranty claim is approved or denied. Additional diagnosis fees may also apply prior to warranty processing. If the warranty claim is approved, the customer will pay the shipping and labor charges, and pay for any other parts that need to be replaced for the warranty parts to function properly. 

*Sometimes, especially in the case of known, recurring manufacturing problems, we can petition for warranty consideration even after the manufacturer warranty period has passed. We cannot do this in most circumstances, and when we do, this often takes more paperwork and is less likely to be approved, which is why we request an additional processing fee on these claims.

Ongoing pandemic notes: Demand remains incredibly high, and the industry is suffering major shortages on parts and bikes. Due to the time-sensitive nature of warranty coverage, please tell us as soon as possible about potential warranty issues. We will respond to process the case on an emergency basis, or we can help pursue alternative options.

For more about what to expect from the warranty process, check out our blog post on the topic.

WARRANTY RESOURCES

Recalls and other announcements related to products we have carried or serviced. We attempt to contact all riders with affected bicycles when we receive these notices.

CPSC Product Recall Announcements

• Shimano 11sp Bonded Hollowtech II Cranks (affects non-electric bikes only) (2023)

• Surly 8-Pack and 24-Pack Racks (2019)

• Faraday Porteur, Porteur S, Cortland, Cortland S Seatposts (2019)

Other Product Announcements

• R&M Packster 70 Voluntary Recall - Immediate Stop Ride (2021)

• Larry v Harry Bullitt steering dampers (those sold March - November 2021 only)

• Gazelle Ultimate Low Step Mandatory Frame Enhancement (2021)

• R&M Packster 70 Voluntary Recall for Cable Steering Check (2021)

• Burley Coho XC Ballz QR Skewer (2021)