See product-specific FAQ here.
ORDERS, SHIPPING & PAYMENTS
What if I need to change my order?
We generally process orders within one business day after receiving them, but we’ll do our best to accommodate any changes to your order. If you need to change or cancel an order, please give us a call at (801) 396-7730 or send us an email at firstname.lastname@example.org.
When will my order arrive?
We do everything we can to get your order processed and shipped within one business day of your purchase. As soon as your order ships, you’ll receive an email with a tracking number. If a few days have passed and you have yet to receive a tracking number, please send us an email at email@example.com or give us a ring and we’ll look into what might be causing the delay.
Please note that for various reasons, transactions can be automatically marked as suspicious by our payment processing software. When this happens, we’ll contact you to verify the transaction and get it on its way ASAP. This may add time between your order and the ship date.
Where do you ship?
Currently, we ship to every state in the U.S., Puerto Rico and to APO/DPO/FPO addresses.
International shipping to many countries is also available.
A note on International orders:
Orders shipping out of the US may be subject to customs/duties which are your responsibility. They are determined by your local customs office and we’re not able to determine in advance what these fees will be.
What does shipping cost?
Domestic orders over $75 ship FREE with USPS Ground! For orders under $75 we offer a single flat rate (by service level) for shipping to addresses in the U.S., Puerto Rico and to APO/DPO/FPO. International orders will ship via UPS in most cases, and rates will be calculated at checkout. We also offer a variety of expedited shipping options. Upon checkout, please consult the shipping options menu to calculate shipping costs based on the desired shipping method and location.
See at checkout if your location is serviced by our partner Beeline Bikes which will take care of your suspension installation at no cost. Simply select the shop you would like your unit sent to and schedule a time to bring in your bike, or if available, have the shop come directly to you for easy install right at your front door.
Do you offer discounts for active or retired members of the military?
We offer a 10% discount to active military members. Email a scanned copy of your credentials to firstname.lastname@example.org and we’ll get you set up. Thank you for your service!
What payment methods do you take?
Trust Performance accepts all major debit and credit cards. We also accept PayPal, Google Pay, and Apple Pay. We also offer an installment payment plan through Affirm. To learn more about Affirm and see if you qualify, click here. Affirm purchase financing is only available to US customers.
What happens if I choose to backorder?
If an item is currently back ordered, you may choose to order it. We will fulfill customer backorders in the order they were received -- on a first-come-first-serve basis. This will ensure your “place in line.” Your funds will be captured immediately at checkout, and our customer service team will be in touch shortly thereafter. You may cancel at any time before your order leaves our warehouse by emailing email@example.com.
Do you charge sales tax?
We charge sales tax on orders that ship to Utah, New York, and Massachusetts.
I’m a dealer interested in working with Trust Performance. Who should I contact?
Excellent. Please reach out to firstname.lastname@example.org.
BRAND & PRODUCT EXPERIENCE
How can I show my support of Trust Performance?
If you haven’t already, sign up for our mailing list. At the end of that brief process, there is a sticker request form. Just enter your name and address and we’ll dispatch a small parcel of FREE stickers for you to spruce up your cooler, plaster on your bumper, affix to your bike stand or whatever else you think needs some added decor. We have a full line of soft goods available on the site, including hats, t-shirts, socks, and hoodies. Be sure to also follow and tag Trust Performance on Instagram, Facebook, LinkedIn, YouTube and Strava. Use the hashtag #trusteffect and #trustperformance to show us where you're riding.
Where can I see or demo Trust Performance products?
Our demo and dealer offerings are growing quickly! Check out our dealer locator map to see where to demo and purchase Trust Performance products.
How do I register my product?
Visit the footer of our site where you'll see a spot to click "Register Product" or simply click here.
Can I visit the Trust Offices?
We love visitors, but our spaces are as much offices as they are a laboratory for research and development. If you would like to visit, please give us a call first to make sure we’re around and can accommodate. And, just note, you may just end up riding with us, so you might consider bringing your gear.
Do you have brand ambassadors & sponsored riders?
We’re not actively recruiting new talent, but if you have a great story, send us some info on yourself and your riding history to email@example.com. We’re always open to forging new relationships.
Do you have an Industry Purchase Program?
We do. If you are an active employee in the bicycle or outdoor industry, you're welcome to apply to our program here. A member of our team will review your application and, if approved, will be in touch with a coupon code for you to use on our site. Limited to U.S. industry partners only.
Do you have custom Trust decals to color-match my bike?
We have a variety of decals to match the color or accent color of your bike. Head to the products page to select yours.
Returns & Exchanges
If you’re not satisfied with your purchase, we will set up a full refund or exchange within 30 days of receipt. This policy only applies to products bought directly from Trust Performance.
30 Days Used
We offer a 30-day return window for used items. This does not cover items which are intentionally or negligently destroyed. If you’re returning because you’re not satisfied with the product, please give us a call or send us an email to let us know why. We take feedback seriously. Once we start the return process, we’ll provide a prepaid shipping label if you’re shipping within the United States.
90 Days New
Any product in original new condition with original materials, packaging, and hangtags can be returned within 90 days of purchase for a full refund. Give us a call to initiate free return shipping from the U.S.
Starting a return
Just shoot us an email at firstname.lastname@example.org to obtain an RMA letting us know what you’d like to return. We work 9-5 Monday through Friday Mountain Time. If it’s outside those hours, leave a message and we will get back to you ASAP.
If you ordered a wrong size hoodie or need a different t-shirt, we’ll get you fixed up quickly. Simply place an order for a new one, and get an RMA for the one that doesn’t fit.
We take your privacy seriously.
Have a question? We’re around (M-F) 9 a.m.–5 p.m. MT