G&O Family Cyclery FAQ

Updated 1/31/23

Are you open?

  • Yes! Our hours are:

    Monday - Wednesday | 11 AM-5 PM
    Thursday | 1 PM-5 PM
    Friday & Saturday | 11 AM-5 PM
    Sunday | by appointment

Do you require masks?

  • Yes we do, and we have some here if you need one. 

  • Our shop is small, we work in close proximity to one another and our customers include families with children too young for vaccinations, and Covid-19 (among other respiratory illnesses) is still circulating in our community. This is a small safety measure we can take to keep ourselves and others healthy. 

  • If you would rather not wear a mask, we are happy to help you outside depending on the weather and what you’re looking for. Just ask! But if you insist on staying inside without one you will be asked to leave. Please, be considerate of our safety measures!

Can I test ride?

CAN I BRING MY KIDS/DOG TO MY APPOINTMENT?

  • Of course! We love having the whole family visit. 

  • If you are planning to test ride bikes, we do require that you go on a solo ride (for each bike) first before carrying a passenger. So your precious cargo will need to hang out with us or another adult you bring with you.

  • We have a small toy/coloring station and a couple books to keep kids busy. We have kids helmets to borrow for test rides, too!

Do you have kids' bikes?

  • A few! We have a limited number of Frog Bikes and Cleary Bikes in the shop or on their way. Supplies are limited. Please email sales@familycyclery.com for sizing and inventory questions.

How do you buy a bike from G&O?

  • First, you work with the sales team via phone, email, or in person to discuss your interests and uses!

  • Then, if you’d like to test ride, you can make an appointment for you to check out our amazing bikes in-person.

  • If you wish to buy, we ask for a deposit and we place your bike in the build queue. When your bike is ready, our service team will contact you and give you a link to schedule your pick up appointment. When you pick up your bike, our sales team will go over all the cool features, best practices, and need-to-knows about your new bike!

  • Please keep in mind that our capacity is limited and things are happening slower than usual in every step of the process. This can be affected by supply chain issues that are out of our control. For more information about our build process, check out this blog post.

When will my new bike be ready to pick up?

  • New bike timelines vary by brand and model and time of year - please ask us!

Can I get a flat fix?

  • Yes! Probably. While our tire selection is limited especially for conventional bikes, we keep most sizes of tubes in stock. 

  • We can’t always make the fix on the spot, but definitely by the next day. If you need while-you-wait service, give us a call ahead of time.

Can I get an emergency repair?

My bike is making a weird noise, can I drop by?

Can I have my regular tune-up service?

My service drop off is at 11am, can I bring it in later/earlier?

  • Your bike can be dropped off between 11am and 5pm the day of your appointment.

  • If you need to bring it in within a day or two before that date, we can usually accommodate that. Just give us a call!

Can you ship?

  • Some cargo-specific accessories can be shipped, on a case by case basis.

  • We cannot ship bicycles or batteries, sorry no exceptions.

I saw “X” on your website, can I come see it?

  • Yes! But if you are looking to test ride, an appointment will make sure you have the best customer service

I saw a part or accessory on your website, can I pick it up today?

  • Feel free to call to see if we have it in stock, otherwise stop in during our open hours.

Can I try on helmets?

  • Yes, during our open hours.

Can you special order things for me?

  • If they are in stock from our vendors, sure!

  • We don’t order from every vendor every week, so delivery times may vary.

Do you have accessories from Tern, YUBA, Xtracycle, etc?

  • We carry a lot of accessories from Tern and try to keep them on hand at all times, but availability may vary.

  • Accessories from our other specialty suppliers are more limited, but may be able to be special ordered.

  • Contact sales@familycyclery.com to check!

Can you tune up my conventional bike?

  • Regrettably, no. Due to overwhelming demand and unavailability of parts, we can only service models of bikes that we have carried previously. We would be happy to recommend another shop near you, but we cannot speak to their availability.

  • If you have questions or would like a recommendation, contact us at service@familycyclery.com 

Can you tune up my Rad Power/other e-bike?

  • Regrettably, no. We will not service the motor systems that we have not carried. We have had to suspend other services on e-bikes we have not carried due to demand, lack of support, and parts being unavailable.

  • If you have questions, please contact us at service@familycyclery.com 

Do you have trailers, trail-a-bikes, rear-mount kids seats?

  • Supply of these items is very limited and they aren’t compatible with every bike. We’re happy to help, but we may not be able to get you outfitted.

I sent you an email and haven’t heard back, what should I do?

  • First, we are sorry for the delay. Please don’t hesitate to call, text, or email again, and definitely try again if it has been more than 48 hours.

  • For service or service parts inquiries, please reach out to service@familycyclery.com , and for sales of bikes or accessories, sales@familycyclery.com. We are doing our best to keep up. Thank you for your patience!

What is your return policy right now?

  • All sales on ebikes are final.

  • We advise that you only order a bike once you are certain that it is the right one for you.

  • We will do everything we can within our capacity to help you, and we encourage you to take all the time and ask all the questions you need!