learn more here!
Frequently Asked Questions:
Contact hours:
Monday - Friday 8am to 4:30pm
Do I need to send a picture - I have a really common bike
We prefer that every order has a picture sent in with it. This helps us ensure the pack we make will fit your bike specifically. A picture can help avoid errors of misinterpreted sizing, bolt spacing, and adjusting straps to fit with other packs you may be using with your frame pack. Frame builders do not always have specific dimensions listed on their website and getting exact measurements through the internet is not always ideal for how we design our packs.
Do you have a pattern for my bike on file?
There is a chance we have made a frame pack for a bike like yours before you have placed your order. This does not guarantee a quicker production lead time. This also does not mean you don't have to send in a picture of your bike. No matter if we have a pattern on file already or not, we can almost always make a frame pack for your bike
How should I take a picture of my bike?
Lean your bike against a wall or in a stand so that it is upright. Attach a measurement tool like a ruler or measuring tape to the top tube. Then, step back until your entire frame and wheels are fully visible in the photo, get low so you’re shooting right into the center of the frame, and shoot. Voila!
How soon will my custom pack be done?
Our average turnaround time for custom packs is 3-4 business weeks (Monday through Friday) from the order date.
I ordered my pack a few weeks ago and haven't heard anything - did you receive my order?
You should have received an order confirmation email. This confirms that your order has been processed and added to our production queue. If you would like, you can email or call us to confirm that we have received your order. It is common to not hear anything from us until we ship your pack. No news is, most of the time, good news!
Do we offer a product warranty or repairs?
We do offer a product warranty and have a form available to fill out - Click Here
Warranty covers any issues with the packs construction or hardware malfunctions. This does not cost anything.
We do not warranty packs against pests, pets, mold, normal wear and tear, abnormal wear and tear, acts of God, etc. However we will fix or replace packs upon request. When the damaged pack is received, we will determine the cost of the repair or replacement, and charge return shipping.
For both warranty and repair packs - please clean and empty your pack before sending to us. No matter the cause of damage, if we receive packs that are moldy, heavily soiled, or contain evidence of pest droppings we will consider this a biohazard and send it back at the customer's expense without repair.
What is the difference between a custom pack and a standard pack?
A custom pack is made to order from a product page under the “custom packs” tab. A standard pack is a pack that is already made and in stock. Custom packs take around 3-4 weeks to ship to the customer while a standard pack will ship 1-3 days from the order date.
Are the packs waterproof?
Our packs are extremely water resistant due to the materials, but are not technically waterproof. Short of submerging our packs underwater or pressure washing, they will keep your belongings dry. We always recommend putting sensitive items in a zip lock or dry bag for peace of mind!
What is the difference between waxed canvas and 1000D cordura nylon?
1000D Cordura Nylon has been time-tested as a highly durable, abrasion-resistant fabric. Our fabric has a DWR coating to help water bead up and roll off. Packs made with this fabric are machine washable!
Our 15oz waxed canvas fabric is for those who prefer the classic look and feel of natural fibers. These packs combine the hard-wearing aesthetic of waxed canvas with our bombproof nylon liner and #9 water resistant zippers. They patina with age and use and eventually tell the story of the roads (or lack thereof) they’ve traveled. While the fabric is water-resistant, it does take longer to dry if it does ever get wetted out. To maintain the original level of water resistance, you may choose to re-wax your pack at some point (though not required). You can find our recommended wax here: http://www.fairfieldtextile.com/martexinoriginalwaxcan.html. We don’t recommend machine washing these packs, but they can be easily sprayed off.
What is "Bolt Set-Back"
There are now two top tube bolt setback standards, so choose your options carefully! The 100mm setback is the current standard (Salsa EXP and the like), and we've added the 124mm option for more compatibility (Niner, Cannondale, and Jamis to name a few). Reference the diagram to ensure proper fit.
What is the difference between a half and full frame pack?
A half frame pack will take up half of your frame’s inner triangle; a full frame pack will take up your frame’s entire triangle.
I have a full suspension bike - can I still order a frame pack?
A full suspension frame pack is considered a full frame pack and can be ordered through the full frame pack product page. Make sure to note the make, model, and year of your bike in addition to including a picture! If your bike’s rear shock cuts the frame triangle into two sections, we will make two separate packs to utilize both spaces - this will cost an additional fee. Feel free to contact us with any questions regarding this via our email form.
How long does shipping take?
From the date of the shipping label creation, the ship time ranges from 1-3 days via USPS 1-3 day shipping. Larger boxes may get shipped via FedEx and may take longer. Depending on the state of the postal service and your location you may experience a different wait time. Please refer to the tracking number provided in the automated confirmation email for the most up to date tracking information.
Why did my package arrive in a weird/labeled box?
Our shop shares a building with our two sister companies (Cedar Coffee Co. and SpokeNgear Cyclery) - both of which receive many supply shipments in perfectly good boxes. We try to re-use as many cardboard boxes as we can which means your Cedaero products may arrive in a clean, potentially used looking cardboard box.
Do you ship internationally?
We do ship internationally. Please review your country's US shipping protocols.
What do I need to know if I would like to internationally order and ship a Cedaero Product?
Duties and import taxes will fall to the responsibility of the recipient. Shipping costs will vary based on size of the package and location of the destination. Our website will adjust and create an estimated cost based on your order and location which will be charged at check out. We ship out of our location via United States Postal Service - which will get transferred to your country's parcel service during transit. Sometimes this transfer will cause the USPS tracking number to cease reporting the package's location.
What is your return/exchange policy?
To start a return, you can contact us at shop@cedaero.com. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return question at shop@cedaero.com.
Once received, we will issue a refund for the price of the returned items.
Exchanges will follow the "returns" protocol as well. A new order must be made for the replacement pack. The only exception to this is a warranty claim return or a mistake on our behalf. We will provide a shipping label in these cases.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags. You’ll also need the receipt or proof of purchase.
Custom packs cannot be returned. If there's something not right about your order, of course we'll make it right. Please get in touch if you have questions or concerns. Unfortunately, we cannot accept returns on clearance/unicorn items or gift cards.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Damages and issues
Please inspect your order when you receive it and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right!
Exceptions / non-returnable items
Custom packs cannot be returned. If there's something not right about your order, of course we'll make it right. Please get in touch if you have questions or concerns. Unfortunately, we cannot accept returns on clearance/unicorn items or gift cards.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Do we offer a product warranty or repairs?
We do offer a product warranty and have a form available to fill out - Click Here
Warranty covers any issues with the packs construction or hardware malfunctions that are not from abnormal use or stress to the pack. This does not cost anything.
We will repair packs that have been damaged outside of construction or hardware failures (i.e. normal wear and tear, pest or pet damage, heavy and rough use). This does require payment for labor time or replacement of the pack- which will be determined when we receive the pack for repairs.
Are your products really made in the USA?
Our packs are sewn with 100% US sourced materials in our shop at Two Harbors, MN. They are made in the USA with US made materials!
(the only exception to this rule is our packs that contain magnets due to the fact that there is not a magnet manufacturing company located within the United States).
Are you really the world’s most fun bikepacking company in the galaxy?
yes.
Why should I get a cedaero pack?
If you ever ride your bike and wish you had more room for stuff without carrying a backpack or pack on your body, a Cedaero pack might just be what you are looking for.
I have questions before I order that were not listed here; what is the best way to get those answered?
You can email us with our email form or call us! Our contact information is located in the “contact us” section of our website.
