Customer Service

Thank you for considering Yokozuna premium performance products for your bicycle. If you are choosing to purchase online the following are Frequently Asked Questions that will help your buying experience to be a smooth one. If you don't find an answer here, please let us know!

We also sell our goods through better bicycle shops and distributors. Links to distributors and dealers are on the bottom of the page.

If you are a bike shop or a distributor, please e-mail us directly to do business with us. Thanks!

FAQ’s

Contact Information

Yokozuna USA (The Merry Sales Co.)
1415 San Mateo Ave
South San Francisco, CA

Email: wired@yokozunausa.com

Ordering Online

Shipping

Returns


Ordering Online

Is your web site secure?

Shopping with your credit card with yokozunausa.com is guaranteed to be safe and secure.

We take extensive steps to process thousands of Internet transactions securely and safely. Our secure server software (SSL) is the industry standard for securing credit card transactions over the Internet.

This software encrypts all your personal information into an unrecognizable code that is securely transmitted from you to us. When this encrypted information reaches our secure server, we translate it back to its original form and store it safely offline and inaccessible through the Internet.

To continue our commitment to your security, every credit card processed is run through an address verification process to verify that the card is registered to the billing address on the order.

We are dedicated to providing you with a secure, worry-free shopping experience.

 

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MINIMUM ORDER Policy

Since we don't qualify for any discounts from our shippers, we felt it neccessary to impose a MINIMUM ORDER of $9.99.

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Payment Options

We accept Visa and Mastercard as forms of payment. It is our policy to not charge your card until we confirm that your order has shipped. We do, however, obtain an authorization on your card at the time of your order for the full amount of your order. Please note that this may appear temporarily as a charge on your account statement, but it is an authorization only and usually will go away after 24-48 hours.

Re-authorizations after the initial order

We also obtain authorizations for the outstanding balance of your order if a) your order partially ships or b) the existing authorization is about to expire. Should the re-authorization not be successful, we will contact you for new payment information. If we are not able to obtain a valid authorization, we reserve the right to either cancel your order or charge your card for the outstanding balance of your order. If, after we charge your card as a result of not being able to re-authorize, you wish to cancel your order, please contact us and we will refund your card provided that your order has not yet shipped.

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Online Order Status (Tracking info and more)

When you place an order with us, you will receive a link that will allow you to track that order. Once your order ships you will receive another email with tracking information (if available).

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Confirmation of orders

After placing an order you will get a confirmation email within 30 minutes. If you place an order with us and don't get an confirmation email check your "junk" mail folder - it will probably be in there; otherwise, shoot us an email and we'll get you set up.

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Tax

You will only be charged tax if you are a resident of California. We are required by law to charge sales tax on orders shipped to California addresses, which is calculated and itemized during the online ordering process. No sales tax will be applied to orders shipped to addresses in other states.

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Shipping

If you are ordering from within the contiguous United States, we charge a flat rate of $5 per order.
If you are ordering from a state/territory outside the contiguous U.S. we ship at full FedEx published rates and include a $3.00 handling charge per package. We are unable to calculate shipping costs at time of ordering.
If you would like to how much your shipping will be BEFORE we ship your order, please note that in the comments section of your order and we will email the charges for you to approve before the order goes out. (See exceptions below)

We encourage you to visit a bike shop or other online retailer that carry our products, if you don't like paying full price on shipping.
Orders are generally shipped within 48 hours of receipt.

We will not ship via USPS to addresses in the USA, unless your have an APO or APE military address.

CANADIAN ORDERS:
For Canada, we usually just ship using the most economical U.S. Postal Service option. You will not get an e-mail with shipping options like we do with other international orders, unless you request it. If you need expedited shipping, let us know in the comments section.

INTERNATIONAL ORDERS:
We take orders from some countries outside the USA and Canada. (To view what countries we ship to view the "Country" drop down menu on the check out page where you enter in your address.) We will usually use the U.S. Postal Service. You must place the order before we can quote shipping. Shipping cost will not appear on your Shopping Cart. We will pack your order, weigh it, and e-mail you your shipping options (Exclusive of customs duties) for your approval. You may select one of the options or cancel the order; if you cancel your order, any money we have collected for the items will be refunded to you. Due to our order volume, we cannot offer a firm shipping quote before you place the order.
Please note that we mark the actual purchase price on customs forms; if we don't declare a full price, then we can't insure it for the full value. Packages cannot be labelled as gifts or at a lower value. It is the customer's resposibility to research and pay for customs duties; we do not collect payment for these charges.

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Delivery times

We are not responsible for shipping delays that are a result of credit card/billing problems, product availability delays, or order changes made after the order has been placed. If your order is received, the inventory is in stock and your credit card information matches the information you supplied with your order, here is what you can expect?

FedEx Domestic:

Ground - If your order is placed M-F, before 1 P.M. MST, your order will usually leave our facility the 1-2 days after you order it. UPS picks up from our facility at the end of the day during the week, so the following day is considered shipping day number one. To judge how long it will take UPS to get your package from our facility to your doorstep, you can visit UPS.com. We ship from the following zip code: 94080


IMPORTANT EXCEPTIONS: FedEx does not pick up or deliver orders on Saturday, Sunday, or major holidays. The days that UPS is not picking up or delivering are NOT considered shipping days. When counting up your shipping days, consider this important information.

*We are not responsible for FedEx' performance. Once a package leaves our facility, it is out of our hands. If you need to file a claim for a package that was lost during shipping, please contact our shipping department, and we will file the claim, on your behalf, with FedEx. FedEx only guarantees and accepts claims for fast shipments, (not ground). FedEx does not guarantee all air shipments during the Christmas holiday. Please see their website for all details.

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Returns & Exchanges

Returns

We want you to be happy with your order! With some exceptions (see below), if you are not satisfied with your order you may return it within 30 days of your receipt of merchandise for a refund of the purchase price less shipping fees. We do, however, require that you pay to ship the item back to us, and any shipping fees originally paid on your order are non-refundable. Here are the exceptions and clarifications:

  • Products must be returned to us in their original condition and in their original packaging complete with all tags, instructions, and inserts.
  • We cannot accept returns on products that have been customized (color, finish, dimensions, upholstery, etc.).
  • All returns and exchanges are subject to our Terms of Use.

Please contact us in order to receive complete instructions on returning goods.  Once we receive your return, please allow 1-2 weeks for processing.

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Exchanges

We do not accept exchanges, but you can exchange an item by returning it to us and placing a new order for the item(s) that you would like in place of the original order.

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