You've got questions? We've got the answers.
Thanks for stopping by. With so many great questions asked, we’ve compiled a list of some of the most common ones that we’ve heard over the years. Please take a moment to browse below for an instant answer to one or more of your questions. If you are unable to track down the appropriate answer below, please don’t hesitate to reach out to us on our Contact Us page. If you’re after some real world product reviews to guide your next Feedback Sports gear purchase, you’ll find all you need and more HERE.
Q: What is your exchange and return policy?
Feedback Sports Returns Policy
If you are reading this and wondering about our returns and exchanges you’re in luck we do accept returns and exchanges!
We will accept returns and exchanges up to 30 days from the date of delivery. If 30 days have gone by since the delivery of your purchase, unfortunately we cannot offer you a refund or exchange. We can only accept returns and exchanges purchased directly from Feedback Sports. If you have purchased from one of our authorized dealers please refer to their return and exchange policy and contact them for more information.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging with all original parts.
To complete your return, please include a copy of your receipt or order confirmation. (Order confirmation email is preferred.)
To return your product, you should first contact us at [email protected] Next, please mail your product to: Feedback Sports (attn. Returns/Exchanges) 600 Corporate Circle, Suite O, Golden, Colorado 80401 United States. Please include a copy of your order confirmation and reference your order number somewhere on the box or label.
There are certain situations where only partial refunds can be granted:
Product with obvious signs of use.
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If the return or exchange is approved, then your refund will be processed, and a credit will be applied to your credit card or original method of payment, within 3-5 business days.
Late or Missing Refunds
If you haven’t received a refund yet, please double check your bank account. If this does not yield results please contact your credit card company or bank, many times it will take some time before your refund is officially posted to your account or card. If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]
Only regular priced items may be refunded, unfortunately sale items cannot be refunded or exchanged.
We only replace items at no charge if they are found to be defective or damaged. If you need to exchange your purchase for another item, please contact us at [email protected]
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift credit will be posted to your account. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and unfortunately, they will find out about your return.
You will be responsible for all shipping costs. Shipping costs are Non-Refundable. Depending on where you live, the time it will take for your exchanged product to reach you, may vary.
To return your product, you should mail your product to: Feedback Sports (attn. Returns/Exchanges) 600 Corporate Circle, Suite O, Golden, Colorado 80401 United States. Please include a copy of your order confirmation and reference your order number somewhere on the box.
If you have any questions, concerns, or comments please contact us at [email protected]
Q: What is the warranty period on Feedback Sports products?
A: If you’re not satisfied, we’re not satisfied. While Feedback Sports products carry different warranty periods to protect your product against any defect in workmanship or materials, ultimately we want you to be happy in the end. In a perfect world, our equipment would never let you down; but let’s face it, accidents can happen. Thankfully, we’ve got your back and are happy to help you resolve any issues you may have with your Feedback Sports products. Reach out to us at [email protected] and let us make your day better.
- ALL tools carry a limited lifetime warranty.
- ALL repair stands carry a 3 year warranty from date of purchase.
- ALL storage products carry a 3 year warranty from date of purchase.
- The Omnium portable trainer carries a 3 year warranty from date of purchase.
- Repair stand accessories carry a 1 year warranty.
- Work stand accessories, truing stand, and ALL padded tote bags carry a 1 year warranty.
- ALL Scales and digital measurement tools carry a 1 year warranty.
Q: I’m seeking sponsorship from Feedback Sports, how can I apply?
A: Thank you for your interest in becoming part of the Feedback family. Please click here for sponsorship information.
Q: Can I get a discount on my order?
A: While we don’t just dish out discounts left and right to every person that asks, there is a top secret way you can keep an eye out for discounts or promotions by simply entering your email address. By joining our newsletter HERE, you’ll get the inside scoop on what’s going on at Feedback Sports, plenty of bike joy, and even the occasional discount code. Score! Don’t worry, we don’t blast out an exorbitant amount of emails like some others, but if you feel it’s too much, you can always unsubscribe at any time.
Q: How do I hear about special promotions or discounts that Feedback Sports is offering?
A: While we don’t post coupon codes on the web to score a discount, once in awhile we do sneak promotions into our company newsletter and sometimes through other industry publications that we work with. To hear about these opportunities, please sign up for our newsletter HERE.
Q: I’m unsure if a product is going to work with my unique bike. Where can I check out some of Feedback Sports products in person?
A: While we don’t have a live view of our dealers inventory levels, we do have a dealer locator which can help you find somewhere locally to take your bike and test out some of Feedback’s products. Take a look HERE to see where your closest dealer is. If there aren’t any around and you still have a question, please don’t hesitate to email [email protected]
Q: I have plus sized tires on my bike and need a way to store it. Will the Rakk or Fatt Rakk work with my bike?
A: With plus sized tires being a relatively new standard to the cycling industry, we are always working to develop products that are compatible with new cycling technology. We’ve released an updated version of our Fatt Rakk, (called the Rakk XL) that has an adapter for plus-size tires. It will fit bikes from around 2.5″ up to 5.0″ and comes with the adapter out of the box ready for a 2.8″. If you currently own a Fatt Rakk, you can order an adapter from us at [email protected]
*We also make a number of products that do not rely on tire size, such as the Scorpion stand, Velo Wall Rack, Velo Wall Rack 2D, and others that hold your bike by the frame. #somethingforeveryone
Q: I placed my order on the website and received a confirmation email saying my order is complete, but I haven’t received my tracking information? I can’t hardly wait for my new gear, can you tell me where it is?
A: Once your order is invoiced you will receive a second email with tracking information enclosed. You will need to open the invoice PDF file in the email to find your tracking information. If you absolutely cannot contain yourself from sheer excitement, please just reply back to your order completion email to inquire about tracking information before you receive your invoiced order email.
Q: I’m attempting to order a small replacement part but the shipping charge is almost as much as the actual part. Can I get a cheaper shipping rate?
Repair stand FAQ’s
Q: Are the red clamp jaws and black clamp jaws interchangeable?
Q: Can I convert my Pro Elite into a Sprint stand or my Sprint stand into a clamp style repair stand?
A: First off, that’s a great question and a great idea. Unfortunately, the two stands are not modular and cannot be swapped back and forth. The Sprint and the Pro Elite both use different sized bases which makes the stand become either unstable or too tall depending on which way you try to swap. Therefore, for the safety of your bike and equipment we cannot recommend that this swap be made.
Q: Can I put two clamp heads on my repair stand?
A: Unfortunately we cannot recommend that you attempt to install a secondary clamp assembly on your stand. By doing so, you are changing the balance point of the tripod and once one bike is removed, the weight may destabilize the tripod and tip over potentially causing damage to your bicycle or surrounding equipment. Additionally, drilling a secondary hole in your upper telescoping tube will void the factory warranty.
Q: With three legs on the base of my repair stand, how do I position them for the most stable configuration to hold my bike?
A: If you’re looking down at the base of your stand with the clamp assembly folded out for use, it is advisable to position one of the legs angled slightly forward (to the right) of the clamp assembly. When your bicycle is in the stand, the front leg should fall somewhere just to the right of center between your wheels. Removing a wheel or heavier component from your bicycle can shift the weight and balance point, so some slight adjustment to the leg position may be required.
Q: Is it safe for my wash and work stand to get wet?
A: Yes, because Feedback Sports products are made with premium materials, they are designed to withstand the elements. As with any product being used as a tool, wear and tear will occur over time, but that’s just character, right? To really take care of your repair stand, take a look at our tips and tricks for giving your wash and work stand a bit of love here: http://feedbacksports.com/tlc-work-stand/
Q: How come the Ultimate generation telescoping collars and leg fittings are no longer available? Do you make any compatible replacement parts that will work?
A: When Feedback Sports acquired the line of bicycle wash and work stands in the early 2000’s, only a limited number of the Ultimate collars and fittings remained available. Once we ran out of these parts, we were no longer able to produce the replacement collars and fittings for certain Ultimate products. Since these parts have been redesigned to different standards, unfortunately the current collars and fittings are not compatible with certain Ultimate generation repair stands. If you have a discontinued fitting (listed in our replacement parts), please feel free to contact [email protected] for alternative options on what you can do.
Repair Stand Accessories and Measurement FAQ’s
Q: My digital scale won't power on after replacing the batteries. Is there anything I can do?
A: If your Alpine, Expedition, or Summit scale won’t power on, there may be corrosion on one of the battery contacts which won’t allow the new batteries to provide power to the unit. Remove the new batteries and inspect the terminals for any corrosion left by the previous batteries. Take a small piece of sandpaper and lightly sand the contacts in the battery compartment, reinstall the new batteries and try powering the scale on again. If this does not revive your scale, please reach out to us for alternative solutions.
Omnium Portable Trainer FAQ’s
I feel like the resistance in my trainer varies throughout my pedal stroke leaving me with a choppy sensation while pedaling. What's that all about?
The pedaling sensation you’ve described of uneven resistance throughout the pedal stroke is something we’re aware of and are happy to explain what’s going on with the product. One of the considerations we had when designing the Omnium was portability. As such, we chose drums that had enough mass capable of producing what we consider an appropriate amount of inertia. The lower the drums inertia the less that the drums push the bikes wheel through the low power points of the pedal stroke. On the contrary the higher the drum inertia the more the drums push the bikes wheel through the top and bottom of the pedal stroke. The drums inertia is also speed related, so the slower the drum spins the less inertia that’s produced and the faster the drum spins the larger the drums inertia. So the uneven resistance you’re experiencing would be greater at lower drum speeds and less at higher drum speeds. Another factor that contributes to this sensation of uneven resistance has to do with the riders pedaling smoothness. A rider that, say, pedals in squares with a lower inertia drum will experience more the sensation of uneven resistance than a rider that’s pedaling in squares with a higher inertia drum. A lower inertia drum actually amplifies the smoothness of the riders pedaling motion. We view this as a good thing because the lower inertia drums of the Omnium actually help rider improve on there pedaling smoothness. We’ve had pro-athletes whose initial comments are the same as yours and after spending time on the Omnium reported back that the choppy pedaling sensation when away.
Q: I have a Focus bike that uses the Rapid Axle Technology thru-axle (RAT). Will this work with the Omnium Portable Trainer?
Q: I own a Sportcrafters version of the Omnium Portable Trainer. Am I able to upgrade to the new Feedback Sports fork mount and folding legs design and utilize my rear roller setup?
Q: My Omnium came with a silver adapter sleeve for 12mm thru-axles, but I can’t seem to figure out how it all goes together. Can you help?
A: If you’ve got the silver sleeve that slides inside of the red end caps, your fork may or not be compatible with this configuration. We do currently have a silver end cap set that will work with your 12mm thru-axle without the need of the silver adapter sleeve, you just need to contact us to send out the appropriate end caps. Please email [email protected] for more information.
Q: I just whooped up on the competition at the local race series thanks to the warm up session provided by my Omnium. The conditions were a bit muddy so my trainer is now dirty. How can I clean it properly?
A: Your initial reaction might be to want to wash your trainer off with a hose; however, we recommend allowing the unit to dry first, then use a soft brush to remove any mud or debris from around the moving parts. Follow up with a damp rag to remove any dust left behind and finally one last pass with a soft, dry microfiber towel to leave your trainer as happy as you were after taking the cake in your last race.
Q: Can I carry my Omnium Portable Trainer on an airplane without being hassled by airport security?
A: During its developmental stages, we successfully carried the Omnium onto many planes travelling both domestically and internationally. While we never had any issues with the Transportation Security Administration (TSA) staff at the airports we traveled through, it’s never a bad idea to check with your local authorities before travelling. *Disclaimer: Don’t be like our engineer Will and bring multi tools, cone wrenches, or Costco sized liquid bottles through security. The Omnium will still make it through, but you will not.
Bicycle Storage FAQ’s
Q: Will my full suspension bike work on your wall mounted or free-standing storage products that use cradle arms to hold my bike?
A: Yes, you can hang a full suspension bike from our Velo Wall Rack, Velo Wall Rack 2D, Velo Column and Velo Cache. Since full suspension bikes vary so much in shape and size, you will simply need to find the best position for the arms to cradle your bike safely. If you’d like some additional suggestions before ordering one of these products, feel free to email us with a photo of your bike to get a second opinion.
Q: Do you have a Velo Hinge hook that will work with fat bike tire sizes? What about plus size tires?
A: Currently we do not offer a hook option that is compatible with fat bike tire sizes. The long hook option found here will work with plus sized tires up to 2.8 width. Depending on what rim/tire combo you have, the printed size on a tire can vary from the actual tire size based on side knobs and internal rim width dimensions. It’s best to measure your actual tire width when inflated on your rim to ensure the long hook will fit your plus sized combo, but if you’d like a second opinion, please feel free to email us.