1. The Short Loop (Quick Overview)

Mountain Biking & Equipment Safety

Mountain biking is inherently dangerous. It is the rider’s responsibility to inspect equipment before every ride. If damage or abnormal performance is detected, discontinue riding and seek professional service. Dirtlabs’ responsibility is limited to the proper performance of the services performed, as governed by our service warranty. By using Dirtlabs’ services, you agree to these Terms and Conditions.

Care for Your Bike

While Dirtlabs takes great care in servicing your bike, we are not responsible for damage to items other than the suspension components being serviced. For your peace of mind, we recommend removing accessories before shipping suspension or bringing a complete bike in for service.

Limited Warranty

All services are backed by a limited warranty. Coverage varies by service level and is subject to exclusions. Please review the Warranty Coverage section below for full details.

Discounts and Programs

Dirtlabs offers a range of discount and support programs including trade-in credit consideration, price matching, and standing discounts for eligible groups. Program rules and restrictions apply.

Storage & Pickup Policy

Equipment must be picked up or paid for within 30 days of service completion. After 30 days, storage fees may apply. After 90 days, uncollected equipment is considered abandoned and may be disposed of. Shipping is available at the customer’s expense.

2. Complete Terms and Conditions

Section 1: Suspension Equipment – Service & Warranty Policy

Shipping Responsibility

• Customers are responsible for all inbound and outbound shipping costs, even if equipment cannot be repaired.
• Dirtlabs uses UPS Ground as the default shipping option. Additional services are available at the customer’s expense.
• Dirtlabs offers an optional Shipping Protection Program in place of carrier insurance. Coverage is $5 per item. See Section 6 for details.

Packaging Notice

To keep service moving smoothly and sustainably, we repackage items for return shipping using the best available materials. We cannot guarantee items will be returned in the original packaging, as packaging is not stored with equipment during the service cycle and may be discarded if damaged or unsuitable for safe transit.

We can only guarantee the return of durable commercial cases (such as Pelican cases or rifle-style hard cases), which will be returned as received.

Whenever possible, we use upcycled packaging on a first-in, first-out basis to reduce waste and keep your gear protected.

Customer Responsibility & Indemnification

Riders must inspect equipment before every ride and discontinue use if damage or abnormal performance is suspected. Except as expressly provided under our service warranty, customers agree to indemnify and hold Dirtlabs harmless from claims arising from equipment misuse, crash damage, improper installation, third-party service, or failure to inspect equipment prior to use.

Turnaround Times

Dirtlabs strives to offer fast, professional service, but turnaround times may vary due to inventory and service schedule demand. Dirtlabs is not responsible for missed trips or costs incurred due to lead times. We will communicate when significant delays occur.

Equipment Submission Guidelines

Dirtlabs is only responsible for the suspension components serviced. Accessories should be removed prior to submission. Items such as thru-axles, brake mounts, and bike computers may not be returned or set up as initially submitted.

Warranty Coverage

Dirtlabs Service Warranty:

Full Overhaul Services are covered by a 90-day or 125 ride hour limited warranty (whichever occurs first). Lower-tier services are covered by a 90-day or 50 ride hour limited warranty (whichever occurs first).

Warranty coverage applies strictly to the specific service performed and does not extend to normal wear, misuse, crash damage, neglect, contamination, or third-party service.

An extended good-faith warranty consideration may be offered on a case-by-case basis up to 180 days from the original service date. Beyond 180 days, warranty support is not available.

Warranty claims are evaluated at Dirtlabs’ sole discretion and must be returned to Dirtlabs for inspection prior to any repair authorization.

Warranty Repair Shipping

Standard ground return shipping is covered if the repair qualifies under warranty. Expedited shipping is the customer’s responsibility.

Liability Exclusions

Dirtlabs is not responsible for failures caused by abuse, crashes, neglect, theft, or third-party services. Dirtlabs reserves the right to refuse unsafe service requests. No credit or refund will be issued if a customer opts for third-party service on an item covered under Dirtlabs’ warranty.

Section 2: Special Orders and Returns

Return Policy

• New suspension equipment may be returned within 30 days for a 15% restocking fee, provided it is unused, uninstalled, uncut, and in original packaging. Returns are not accepted on forks with cut steerer tubes, installed or ridden products, special-order items, or equipment configured, modified, or altered in any way that voids manufacturer warranty eligibility.
• Customers are responsible for return shipping.
• Refunds are processed to the original payment method. Dirtlabs is not responsible for delays caused by financial institutions.

Special Orders

• Special orders require a 50% deposit and are not returnable or refundable unless an incorrect item was supplied by Dirtlabs or the distributor.
• A 15% fee applies to cancelled special orders unless the distributor has not yet processed the order.

Section 3: Price Matching & Trade-In Program

Price Matching

Dirtlabs matches the advertised price of identical, in-stock products from competitors, subject to exclusions (including but not limited to private sales and MAP pricing). Dirtlabs reserves the right to decline a sale if the price is below cost. For price match questions, contact service@dirtlabs.com.

Trade-In Program

Customers may submit used equipment for trade-in credit consideration. Trade-in credit is store credit that can be applied to new item sales or service. Trade-in credit cannot be combined with other discounts. Dirtlabs reserves the right to decline trade-in credit. Trade-in credit may not be applied toward refurbished items.

Section 4: Standing Discount Programs & Pro-Form Program

Discount Eligibility

• Bicycle industry employees: 25% off services
• Bicycle advocacy group members: 10% off services
• Military, veterans, first responders: 10% off services
• Student athletes: 15% off services
• Standing discount programs cannot be combined with other promotions.

Section 5: Storage and Abandoned Items

Storage Fees

• After 30 days: 5% storage fee
• After 60 days: 15% storage fee
• After 90 days: equipment is considered abandoned and may be disposed of. No refund or replacement will be provided.

Section 6: Dirtlabs Shipping Protection Program

Fast Delivery Commitment

• Most orders ship within 24 hours of payment receipt (Monday–Friday).
• Dirtlabs cannot be responsible for carrier shipping delays. Tracking is provided at invoicing, and orders ship after payment confirmation.
• During peak shipping volume periods (August and November), transit delays may occur.
• Severe weather events, regional holidays, or acts of god may extend shipping times.

Expedited Shipping Options

Expedited shipping through UPS Overnight and 2-Day Air is available for an additional fee. Orders must be placed before 3:00 PM MT (Monday–Friday) to ship same day. Orders placed after this time or on weekends ship the next business day, potentially adding additional day(s) to the expected delivery.

International Shipping

• USPS is the default shipping method for international orders.
• Shipping Protection is limited to U.S. domestic shipments, except USPS to U.S. Territories and APO/FPO/DPO addresses.
• Canada orders ship via USPS and Canada Post. Duties and taxes are the customer’s responsibility.
• Dirtlabs does not alter item values or control customs processes.

Program Overview

Dirtlabs offers optional shipping protection (DSP) is offered for shipped orders at $5 per item. Customers may add this coverage during appointment setup (where available). These fees are non-refundable. Shipping Protection guarantees repair or replacement of equipment lost or damaged in transit. Repair or replacement is decided at Dirtlabs’ sole discretion.

Claim Process

• Lost Items: Claims may be filed 7 days after the expected delivery date for domestic shipments. Claims must be submitted within 30 days of the ship date.
• Damaged Items: Email photos of the packaging, item, and damage to service@dirtlabs.com. Claims are processed within 3–5 business days.

Replacement of Lost or Damaged Equipment

If approved, Dirtlabs will attempt to replace the item with the same make/model or offer alternatives of equal or lesser value. If a compatible replacement cannot be obtained due to obsolete specifications, the invoiced amount for the affected item or services may be refunded at Dirtlabs’ sole discretion and judgment. Shipping Protection fees are non-refundable.

Exclusions

Porch piracy or stolen packages marked as “delivered” are not covered. Customers are encouraged to request signature confirmation or ship to secure locations such as workplaces or carrier pickup centers.

Delivered After Claim Approval

If a package marked as lost is delivered after a claim has been approved, customers must notify Dirtlabs immediately. Dirtlabs may request return of the original item if a replacement has been received.

Legal Indemnification

Indemnity Agreement: By using Dirtlabs’ services, you agree to indemnify Dirtlabs from claims, damages, or liabilities arising from your use of equipment, except as expressly covered under our service warranty.

Force Majeure: Dirtlabs is not liable for delays or failures caused by events beyond its control, including natural disasters, strikes, or equipment shortages.

By using Dirtlabs’ services, you acknowledge and agree to these terms. These policies are intended to ensure transparency, legal protection, and the best possible customer experience.

Contact

Brand note: Dirtlabs services often include a red sag ring, which reflects our brand. If you do not want a red sag ring, please request that in advance.

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