Refund Policy

Refund Policy

Refund Policy

Last updated: August 24, 2026

Thank you for shopping at The Tool Locker (thetoollocker.us). We're an independent specialist retailer for Feedback Sports, Crankbrothers, and Pedro's bike tools and workshop equipment, operated by Momentum Cycleworks, LLC in Portland, Oregon. We want you to be completely satisfied with your purchase, and we're here to help if anything isn't right.

Return Window and Eligibility

You may return most items within 30 days of delivery for a refund. To be eligible for a return, items must be in their original condition, unused, and in the original packaging with all accessories and documentation included.

How to Start a Return

To begin a return, contact our after-sales team at aftersales@thetoollocker.us or reach our main support line at support@thetoollocker.us. Please have the following information ready:

• Your order number (found in your email confirmation)
• A description of the issue
• Photos of any damage or defect (if applicable)
• Proof of purchase if you no longer have your order confirmation

Our after-sales team will verify your order, confirm the issue, and provide you with a return authorization number and instructions for shipping the item back to us.

Refunds

Once we receive your returned item and verify its condition, we will process your refund to your original payment method. Refunds are issued for the full purchase price of the returned item. If your return is due to an error on our part—such as a damaged, incorrect, or defective item—we will also refund any original shipping costs you paid.

Please note that return shipping costs are the responsibility of the customer unless the return is due to our error or a defective product. Refunds are typically processed within 5–10 business days after we receive and inspect your return.

Exchanges

If you received a defective, damaged, or incorrect item, we'll be happy to exchange it for the same product. Contact our after-sales team within the 30-day return window, and we'll coordinate the exchange process, including providing a return label when applicable.

Shipping Fees

Standard shipping is $8.00 on orders under $45.00. Orders over $45.00 qualify for free standard shipping. Original shipping costs are refunded only when the return is due to our error or a defective product.

Damaged, Incorrect, or Defective Items

We encourage you to inspect your package and product immediately upon delivery. If the box shows significant damage, note it with the carrier if possible. If you receive an item that is damaged, incorrect, or defective, contact our after-sales team at aftersales@thetoollocker.us within the 30-day return window, and we'll make it right.

Authenticity and Quality Assurance

We guarantee the authenticity of every item we sell. All products are sourced through established wholesale supply channels serving the bicycle industry—we do not buy from liquidation sales, auction sites, or uncertified online marketplaces. Every supplier is vetted for authenticity and reliability.

If you believe an item you received is not authentic, our quality assurance department will investigate. To file a claim, email quality@thetoollocker.us with:

• Your order number
• Photographs of the product, packaging, and any visible logos or serial numbers
• A brief description of why you believe the item is not authentic
• Any supporting documentation such as purchase receipts

Our quality assurance team will review your evidence, compare it with the product's known authenticity markers, and may request additional photos or a physical sample. We issue a resolution within five business days of receiving all required information. If a product is proven not authentic, we provide a full refund of the purchase price plus original shipping costs, and we pay for return shipping.

Warranty

Warranty coverage follows the product information and support guidance provided by the manufacturer for each item. If you experience a warranty issue, contact our support team, and we'll provide warranty assistance according to the applicable product warranty policy.

Contact Information

Our customer support team is available to help before and after your order. Here's how to reach us:

• General Support: support@thetoollocker.us — for order inquiries, product questions, returns, and warranty issues. First response within one business day.
• After-Sales: aftersales@thetoollocker.us — for damage, missing parts, incorrect items, returns, exchanges, and refunds. First response within one business day.
• Quality Assurance: quality@thetoollocker.us — for authenticity concerns and quality complaints. First response within two business days.
• Phone: +1 (503) 284-9063

Business Hours: Monday through Friday, 9:00 AM to 5:00 PM Pacific Time. Messages received outside these hours are queued and prioritized for the next business day.

For complex issues requiring a department specialist, we aim to escalate and respond within two business days. Quality assurance claims are resolved within five business days of receiving all required information.

The Tool Locker
Momentum Cycleworks, LLC
4827 NE 42nd Ave, Portland, OR 97218, United States