Customer support


Questions about orders:

General Info:

Customer Support:

Warranty / Crash Replace:

Bike Service Department:

Phone Orders

International: +1 760.632.0006

Toll Free US: 800.697.8007


1 Shipping
1.1 Do you ship international outside of the USA?

Nytro ships internationally to most countries with the exception of certain products and countries which Nytro reserves the right to exclude. Due to international customs concerns and denials over foods, powders, and nutritional supplements, Nytro will not ship these items internationally. The customer is responsible for researching and paying for all customs, duties, and taxes, associated with receiving this order. If for any reason items are returned to Nytro, the customer is responsible for all shipping charges, taxes, and fees, associated with the return. All customers billing, shipping, and credit card information is subject to verification before the order is authorized to be processed and shipped.

1.2 What are the customs and duties fees for my order?

The customer is responsible for researching and paying for all customs, duties, and taxes, related to this order that maybe required by the destination country. Due to constant changes in the customs, duties, and taxes for each country, Nytro cannot provide current and up to date information on this and is released from all responsibility in this regard.


1.3 What is the tracking number for my package?

You should receive a shipping confirmation email with a tracking number for your order. If you didn't get this email, check your spam folder. You can also go to 'My Orders' from the website and Sign into your account.

1.4 My shipment was damaged upon arrival. What do I need to do?

Please contact Nytro within 3 days of receipt of a damaged item. Nytro will file a claim with the shipping company used for the item you received. You will be prompted what to do next as each claim is handled differently.


1.5 FedEx says my package was delivered but I never got it. What do I need to do?

Please contact FedEx at 1-800-463-3339 to open a trace on your package. FedEx will contact the driver directly who made the package delivery. Most cases can be resolved within 24 hours. If you have further questions, please contact Nytro Customer Service.

1.6 How long will it take for my order to get here?

If you chose express delivery it will take the required number of business days in accordance to Fedex express shipping guidelines. If it is shipping ground it will take approximately 2 to 3 days for the west coast, and 4 to 5 days for the Midwest and East Coast deliveries.

1.7 How are bikes packed? Is it easy to put back together?

Bikes are professionally packed, fully wrapped, and protected inside an approved cardboard bike box. They are fully insured by Fedex for loss or damage in transit. It comes fully assembled and is packed just as though you were traveling with your bike to a race. All you need to do is put on the front wheel and seatpost, then tighten up the front end, and the bike is ready to be ridden.

2 Placing Orders
2.1 Do I have to pay sales tax?

If your package is shipping outside of the state of California you will not have to pay any sales tax. If your package is shipping within California you will pay California state sales tax of 8.0% on the product subtotal.

2.2 Do you price match?

Nytro does have a price match policy. Please click on this link to the review the policy:  Price Matching.

2.3 Can I backorder an Item that is not in stock?

We will allow backorders on current year items that we normally keep in stock but are currently out of stock at this time, and on select items on the website that display 'pre-order' or 'backorder' in the option pulldown menu.  At Nytro's discretion, special orders will only be taken for items of value over $100 and that fall within the Triathlon and/or Road bike industry.

2.4 I never got an E-Mail confirmation for an order I placed online.

Sometimes Nytro's automatic e-mails will get blocked by your e-mail's spam/junk filter.  Most e-mail systems have a junk folder that you should first double check.If you created an account when checking out, you can also log-in to the "My-Account" section to view your order history.

If you have done both of these steps and still can't find your order confirmation, please call us at 800.697.8007, select option 4, and a customer service representative will be happy to assist you in tracking down your order status.

2.5 Why won't my discount code work?

Coupon codes are only valid on full retail items. Coupon codes can not be combined with items that are already on sale, or with other discounts or special promotions. Certain items and brands are ineligible for use with coupon codes.

2.6 Can I also pick up an order?

f you have chosen to have the item picked up in the shop, you can pick up the order from the time of entry (depending on the delivery time of the product). You will receive a receipt by mail. These can be taken to the store.

3 Returns
3.1 I received a defective item, what do I need to do?

If you receive a defective item please contact Nytro within 30 days of purchase and your product will be exchanged at no charge to you. If it is after 30 days, please contact the product manufacturer for instruction.

3.2 Why is the refund different from the price paid for an item I returned?

If the item you order qualifies for Free Shipping and is returned for a refund, Nytro deducts the original shipping cost from the refund. Certain items may require a restocking fee if returned.

3.3 How do I exchange an item?

If you wish to exchange an item(s) please return the item(s) you don't want and place a new order for the item(s) you do want. This will ensure the item you want is shipped immediately. A full refund will be issued upon receipt of the returned item(s).

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