How and when your order leaves the bench, what shipping costs, and how to send something back. Stock straps go out within 24 hours Tuesday through Saturday, anything unshipped can be cancelled, unused straps swap for 30 days, and EU and UK buyers get 14 days to change their mind.
Stock colorways leave the bench within 24 hours, Tuesday through Saturday. Custom label runs ship in about three weeks, on the lead time written into your quote.
Nothing ships Sunday or Monday. The bench is dark those days. An order confirmed Saturday afternoon goes out Tuesday, and we would rather say that than pretend otherwise.
There is no cart and no checkout on fixedgearstraps.com. Orders are placed by email or phone, so the dispatch clock starts when we confirm the order and take payment, not when you first write to us. The estimator at /quote runs in your browser and sends us nothing, so filling it in is not an order.
An order is accepted when it ships. Until then you can cancel it — section 7.0 covers how, and the full rule sits in the terms of sale at /legal/terms.
| What you ordered | When it leaves the bench |
|---|---|
| Stock colorway straps — GH-1, GH-2, Track Lite, Courier | Within 24 hours, Tue–Sat |
| Platform pedals and small parts held in stock | Within 24 hours, Tue–Sat |
| Custom label runs | About three weeks, as agreed on the quote |
| Anything out of stock | We give you a date in writing before we take payment |
If a colorway runs out between your email and the sewing, we tell you as soon as we know. You choose: wait for the date we give you, switch the colorway, or cancel for a full refund.
An order that mixes stock straps with a custom run can leave in two parcels or wait and travel as one. Tell us which you would rather have. Splitting it does not add a second shipping charge.
| Order total | US shipping |
|---|---|
| Over $50 USD | Free |
| $50 USD or less | Flat $6 USD |
That is the whole rate card. No handling fee, no fuel surcharge, no per-item charge on top.
US sales tax is added where the law requires it. It is not built into the prices shown on this site — it goes on the total we send you before you pay. Prices and tax are covered at /legal/terms.
Tracking is emailed to you when the label prints. The label usually prints a few hours before the carrier collects, so a number that shows nothing yet is normal on day one.
Everything ships from 104 S Cherry St, Tunnel Hill, GA 30755. Transit time after that is the carrier network, not us.
In plain EnglishIf we cannot get your order out within 30 days of taking your money, we tell you before the 30 days are up, offer a new date, and let you cancel for a full refund.
We follow the US Federal Trade Commission rule on mail, internet and telephone orders, and we apply it as our own practice to every order, wherever in the world you live.
If we cannot ship within 30 days of taking payment, we email you before those 30 days run out, give you a revised shipping date, and offer you the choice: accept the new date, or cancel and get every cent back. If we do not hear from you, we cancel and refund. Silence is not agreement to keep waiting.
Custom label runs carry their own agreed date on the quote, usually about three weeks. That agreed date is the one we hold ourselves to, and if it slips the same choice is yours.
A refund under this section goes back in full — product price and shipping — with nothing withheld and no restocking fee. Where the FTC rule sets the deadline for paying it back, we work to that deadline: seven working days where the payment was not made on credit, and one billing cycle where it was.
We ship worldwide at carrier cost. You pay what the carrier charges for the weight, size and destination of your parcel. We do not add a handling margin on top.
International rates are quoted by email before you pay anything. Write to hello@fixedgearstraps.com with the products, the quantity and the full delivery address, and we will price the parcel and send it to you in writing.
Transit times outside the US are the carrier estimate, not our promise. Once a parcel leaves Georgia we can track it and chase it, but we cannot make it move faster.
In plain EnglishImport duty and tax are yours to pay, not ours. Check what they will be before you order.
Import duties, VAT, GST and customs brokerage fees are the buyer’s responsibility. They are levied by your country, not by us, and they are not included in anything you pay Gearhold. The carrier or your customs service collects them from you, usually before delivery.
To estimate them before you order, ask your national customs or tax authority, or use the tariff lookup they publish online. What you need is the commodity heading for bicycle parts and the value of the goods, which is simply what you paid us.
We declare the true value on every parcel. We do not mark orders as gifts, samples or warranty replacements when they are none of those things. Asking us to under-declare is asking us to break the law, and the answer is no.
Customs can hold a parcel for inspection as long as they like, and that is outside our control and outside the carrier’s. A parcel sitting in customs is not a lost parcel, and the clock in section 13.0 does not start on it. If duty goes unpaid long enough, customs returns or destroys the parcel — section 6.0 covers what happens then.
If you send an international order back, the duty and tax you already paid do not come back from us. We never received them. Some customs authorities refund import charges on goods that leave the country again, so ask yours and keep the return tracking, because they will want proof the parcel went.
Read your address back before you confirm the order. We ship to the address you give us, exactly as you give it to us, and once the label prints we cannot redirect it.
If you spot a bad address before the label prints, call +1 (762) 760-1179 rather than email. The bench reads email in batches; the phone rings straight away.
In plain EnglishAnything that has not shipped can be cancelled for a full refund. A custom run already cut or printed is the exception.
You can cancel any order that has not shipped. Email hello@fixedgearstraps.com or call +1 (762) 760-1179, and we refund everything you paid, shipping included. No reason needed, no fee, no argument.
Custom label runs are the exception. Once a run has been cut and sewn to your approved artwork, that part of the order can no longer be cancelled. The material is spent and it fits nobody else. We tell you when that point is coming, so you get a last chance to stop it.
Once the label has printed the parcel is gone as far as we are concerned, and we cannot pull it back off the carrier. From there it is the fit swap in 8.0, or the withdrawal right in 10.0 if you are in the EU or UK.
Wrong length, wrong color, changed your mind. Send unused straps back within 30 days and we will exchange them or refund the product price in full.
The 30 days run from the day the parcel is delivered, not the day it shipped. Tell us inside those 30 days, then post the goods within 14 days of telling us.
On an exchange, the replacement ships back out to you free inside the US. Outside the US we cover what a US leg would have cost and ask you for the rest, the same arithmetic the guarantee uses. Getting the originals to us is on you either way.
The swap covers straps, platform pedals and small parts bought at retail. It does not cover custom label runs, which are made to your specification — section 15.0 explains why.
Wholesale orders are covered too, but talk to us before you box anything up. A shop that ordered the wrong length across 40 pairs is a sizing conversation, not a return, and we would rather have that conversation than sort out a crate.
A strap is something you buy in order to abuse it, so it is worth saying plainly what unused means for one.
We inspect returns, we do not hunt for reasons. If a strap comes back honestly unused we refund it. If it comes back ridden, we email you photographs of what we are looking at and give you the choice: we post it back at your cost, or we look at it under the lifetime guarantee instead, which may well be the better outcome for you.
In plain EnglishConsumers in the EU and UK get 14 days from delivery to change their mind, on top of our 30-day swap. Custom label runs made to your spec are the one exception.
If you are a consumer in the European Union or the United Kingdom, you have a statutory right to withdraw from a distance sale within 14 days of the day you, or someone you nominate, take physical possession of the goods. You do not have to give a reason.
The withdrawal right is a consumer right. A shop, a team or a fleet buying at wholesale does not get it, and neither does anyone buying in the course of a business. The 30-day fit swap in 8.0 still applies to all of you.
Send the goods to Gearhold LLC, 104 S Cherry St, Tunnel Hill, GA 30755, USA. There is no returns hub in the EU or the UK, no local agent and no freepost label — it is one bench in Georgia, and a withdrawal from abroad means international post at your cost.
This right sits alongside our 30-day fit swap rather than replacing it. Whichever gives you more, you get. Nothing written here limits your statutory rights, including your rights against goods that turn out to be faulty.
Email hello@fixedgearstraps.com with your order number and what happened. If email is not your thing, call +1 (762) 760-1179, Tue–Sat 10–18 ET.
We reply confirming the return and giving you the address to use, which is the workshop: Gearhold LLC, 104 S Cherry St, Tunnel Hill, GA 30755, USA. Wait for that reply before you post anything. An unannounced parcel sits on the bench unidentified while we work out whose it is. There is no form to fill in and no number to quote.
Guarantee claims skip all of this. A strap that failed does not need a reply from us first — post it in with a note, the way /legal/guarantee sets out. Section 16.0 explains which of the two you are looking at.
Returning from outside the US: mark the customs declaration as returned goods and put the real value on it. Do not mark it as a gift. If a return lands here with import charges owing, those charges come out of your refund, and nobody enjoys that conversation.
Who pays return postage: defective, damaged or wrong goods travel back on a label we send you. Fit swaps, changed minds and withdrawals travel back at your cost. Either way, use a service with tracking — proof of posting is what protects you if a return goes astray.
| Situation | Product price | Original shipping | Return postage |
|---|---|---|---|
| Fit swap or changed mind | Refunded in full | Not refunded | Yours |
| EU or UK withdrawal, whole order | Refunded in full | Refunded at the standard rate | Yours |
| Faulty, damaged or wrong item | Refunded in full | Refunded | Ours |
| Lost in transit | Refunded or replaced, your choice | Refunded | Not applicable |
| We could not ship within 30 days | Refunded in full | Refunded | Not applicable |
| Custom label run, changed mind | Not refundable once cut and sewn | Not refunded | Not applicable |
| Custom label run, faulty or wrong | Refunded in full or remade | Refunded | Ours |
The table describes an order to a rider. Risk stays with us until the parcel is delivered on a trade order too, but a lost or damaged wholesale shipment is settled through 13.0 and clause 7.0 of the terms rather than through this table.
Refunds go back to the original payment method, through our payment processor, by the same route the money came in. We cannot refund to a different card or a different account, and we do not issue store credit unless you ask for it.
Timing: we start the refund once the goods are back on the bench and inspected, normally within a few business days. On an EU or UK withdrawal we release it inside the 14 days the law allows, counted the way 10.0 describes. On a cancelled prepaid order the FTC deadlines in 3.0 apply. After we release a refund the clock belongs to the banks — card refunds commonly take several more business days to show on a statement, and we have no way to hurry that along.
There is no restocking fee on any line in that table.
Open the parcel the day it arrives if you can. Problems are far easier to solve while the evidence is still on the doorstep.
We chase the carrier, not you. Filing the claim and reading the tracking notes is our job. On an order to a rider, we send a replacement or refund you while the trace is open — your choice — rather than make you wait for the carrier to finish its paperwork.
Trade orders sit differently in one way, and better you know now than later. Risk is not the difference: on a wholesale shipment, as on every other, the parcel is at our risk until it is delivered — clause 7.0 of the terms at /legal/terms. What changes is the fix. We open the trace, file the claim and do the phone work, and what we settle on before the carrier pays out, a remake or a credit, we agree with you case by case rather than putting a replacement crate on the next carrier. Keep the packaging, because the carrier will want to see it.
Those 7-day and 10-day windows exist because carrier claim deadlines are short, and a late report can leave us with nothing to claim against. Missing one does not end your statutory rights and it does not touch the guarantee. Tell us late rather than not at all.
If a parcel that was written off later turns up, tell us. Usually that means we send you a label and the duplicate comes back. We are not going to invoice you for a carrier mistake.
Wholesale runs are counted at the bench and counted again into the box, and we still get it wrong occasionally.
Count your order against the packing list within 7 days of delivery and tell us about any shortage, overage or wrong colorway. Shortages ship at our cost, on the next bench day if the pairs are in stock and on a date we give you in writing if they have to be sewn. If you were sent too many, tell us and we will send a label — or invoice you at your tier price if you would rather keep them.
A wrong item does not have to arrive back before the right one leaves. We ship the correction as soon as we have confirmed it, and the wrong goods come back on our label whenever suits you.
Volume tiers count mixed SKUs together across an order, so a shortage can look on paper like it drops you out of a tier. It does not. We honor the tier you were quoted, and a written quote holds its price for 14 days from the date we send it. Wholesale starts at 10 pairs.
In plain EnglishRidden straps, custom label runs and anything cut to length stay with you — but a ridden strap that actually failed is covered forever by the guarantee, which is a better deal than a refund.
Everything else comes back. Platform pedals and small parts are returnable while they are unfitted and unmarked — a pedal that has been on a crank shows it on the spindle flats, and we will see it.
If you are not sure which side of the line you are on, email us and describe the thing honestly. We would rather answer the question than have you guess and pay postage for nothing.
Two different promises, regularly confused. A swap is about fit and second thoughts. The guarantee is about failure.
| Question | 30-day fit swap | Lifetime guarantee |
|---|---|---|
| What it is for | Wrong fit, wrong color, changed mind | The strap failed in normal riding |
| Condition of the strap | Unused | Any condition — hard riding is the point |
| Time limit | 30 days from delivery | None, ever |
| Receipt | Order number helps | No receipt needed |
| Who is covered | The buyer | Whoever owns the strap now |
| What you get | Exchange or refund of the product price | Restitch or replacement |
The full text is at /legal/guarantee. If stitching lets go, webbing tears or hardware breaks in normal riding, do not send the strap back as a return. Send it back under the guarantee, and Ruth restitches it. The guarantee follows the strap, not the buyer.
Gearhold LLC, a Wyoming limited liability company. Operational and customer-service address: 104 S Cherry St, Tunnel Hill, GA 30755, USA.
hello@fixedgearstraps.com for orders, shipping and returns. quotes@fixedgearstraps.com for wholesale quotes. Those are the only two addresses we have.
+1 (762) 760-1179, Tue–Sat 10–18 ET. If we ever disagree about a parcel, let’s start with a phone call.