FAQ
Location and Manufacuring
We are located just outside of Minneapolis, Minnesota. Our address is:
Otso Cycles
3100 West Park Dr
Burnsville, MN 55306
All of our bikes are configured and assembled in our Minnesota facility. Our frames are engineered here in Minnesota and manufactured by our overseas partners. Most of the Wolf Tooth components used on our bikes are made on site.
Ordering
Our products are sold directly through our website and through our network of certified dealers and distributors .
Contact sales@otsocycles.com for dealer orders or inquiries.
For most international shipments, you will be charged applicable import duties and fees based on local government policies. We strongly encourage customers outside of the US to contact us through sales@otsocycles.com for a quote on shipping and duties before placing an order. We are also actively building out our international dealer and distributor network, so make sure to check the list to see if there is a dealer or distributor in your area.
Yes! Most of our bikes have a custom bike builder tool that lets you select the specific components you want on your dream bike. This includes everything from drivetrain and tires to the color of the anodized accents on your bike. If there is an option you want that is not on the configurator, please reach out to your local dealer if you have one, or contact us directly at sales@otsocycles.com , and we will do our best to accommodate your request.
Shipping
You can reach our customer service team at sales@otsocycles.com . Please note that we process orders very quickly, but we will do our best to update your order if we catch it before it leaves the building.
Most small orders are shipped via the United States Postal Service (USPS) First Class Mail. Bikes, frames, and wheelsets ship via UPS or Fedex.
Delivery times will vary depending on your location and the shipping method you select at checkout. Most US orders for components or accessories ship within a business day of placing your order, and will arrive 3-5 business days after your order is shipped – some arrive sooner, some later; this is dependent on the shipping carrier. Bikes need to be configured and assembled by our team of builders which may take several days, or up to two weeks if it is a custom build, depending on order volumes and product availability. If you have a specific deadline for delivery, contact us at sales@otsocycles.com , and we will do what we can to accommodate your request.
We ship Monday through Friday, and you will receive a notification email when your order ships, usually including a tracking number for larger orders. Orders for small components or accessories received before 3pm US Central Time usually ship the same day. Bikes may take several days to two weeks to ship.
Yes. Please email us at sales@otsocycles.com ahead of order placement with your desired shipping method or timeline. If you want to update your shipping to an expedited service after your order is placed but before it ships, this will be assessed on a case by case basis and will incur extra fees that will need to be paid in full before the product ships.
Yes, we have a pick up option at checkout. You will receive a notification when your order is ready. Orders can be picked up between 8am-4pm, Monday-Friday, at our facility in Burnsville, Minnesota.
Technical Resources
Bike Assembly videos can be found here:
Drop Bar Bike Unboxing / Assembly Instructions
Flat Bar Bike Unboxing / Assembly Instructions
It is available to view or download here .
It is available to view or download here .
Our dealers have access to replacement parts for all our bikes. Alternatively they are available on our website here .
Stainless steel is corrosion-resistant material but could possibly develop surface rust in extreme conditions. This document provides simple tips to maintaining the appearance of your stainless steel frame.
We do not offer touch up paint, but here is the list of our Bike Paint Color Pantones to help you source your own.
Out of Stock Items
First, check on the product page for a pre-sale option, as we usually post the estimated in-stock date there. If you don’t see a date on the product page, feel free to reach out to us at sales@otsocycles.com .
Returns and Warranty
Important notes:
This policy applies only to customers that purchase directly through Otso Cycles. If purchased through one of our dealers, please refer to their return and exchange policies.
Before purchasing a bike from us, check our dealer list to see if we have a stocking dealer in your area, otherwise, we encourage you to reach out to us via email, sales@otsocycles.com, or phone, 855-965-3284, to answer any questions and to help you find the right bike and build for you. This return & exchange policy is subject to change at any time.
Complete Bikes
Exchange: We understand that it can be hard to determine how a bike will fit without the ability to test-ride it first, so we offer a 30-day fit guarantee that allows one exchange of your like-new Otso bike for another size or model for free within 30 days of purchase. Return shipping is on us for this one exchange for customers in the contiguous United States, and we can offer subsidized shipping for customers outside of the contiguous United States. If the original bike shows noticeable wear or damage, the exchange may be subject to a restocking fee or refusal.
Return: If you have a change of heart and want to return your like-new bike for a refund, we accept returns within 30 days of purchase. The customer pays return shipping, and all bike returns are subject to a restocking fee that starts at $100 for bikes returned in like-new condition, and up to 25% of the order value for returned bikes that show visible wear or damage from riding, repackaging, return shipping, or any other reason. We also reserve the right to refuse a return in very extreme circumstances.
If a restocking fee or refusal is assessed, customers will have the option of repossessing their returned or exchanged bike at the cost of shipping.
Framesets
We accept returns and exchanges of framesets that are new and unused within 30 days of purchase. The customer pays return shipping, and if the frames show wear or damage from component installation, riding, repackaging, return shipping, or any other reason, the return or exchange may be subject to a restocking fee or refusal.
If a restocking fee or refusal is assessed, customers will have the option of repossessing their returned or exchanged frameset at the cost of shipping.
Apparel, Parts, Accessories
We accept returns and exchanges on unused apparel, parts, and accessories within 30 days of purchase. Customer pays return shipping.
How to Initiate a Return or Exchange
Reach out to our customer service team at sales@otsocycles.com to initiate a return or exchange.
Return Address:
Otso Cycles
Attn: Returns
3100 W Park Dr.
Burnsville, MN, 55306
OTSO LIMITED WARRANTY
It is a rare occurrence, but in the event you receive an Otso frame with a manufacturing defect, you can be confident that your Otso frame is covered by a limited warranty. All Otso products are warranted to the original owner, to be free from manufacturing defects in materials and workmanship from the date of retail purchase, subject to the limitations detailed below. Remember to keep your sales receipt/order number to make any defect claim. This ensures the quickest best possible outcome for you, your shop, and Otso.
All Otso frames are warranted against defects in materials and workmanship for a period of 5 years from the date of retail purchase.
This warranty does NOT cover the following:
- Any damage due to improper assembly, follow-up maintenance, lack of skill, competence or experience of the user or assembler.
- Products that have been modified, neglected, used in competition, or for commercial purposes, misused or abused, involved in accidents or anything other than normal use.
- Installation of components, parts or accessories not originally intended for or compatible with the bicycle as sold.
- Damage or deterioration to the paint, surface finish, aesthetics or appearance of the product.
- Normal wear and tear.
Otso does not guarantee the compatibility of original components with a warranty replacement frame. Otso is not responsible for parts or labor required to remove and/or refit and re-adjust the product within the bicycle assembly, including wheel rebuilds. This limited warranty is expressly limited to the repair or replacement of the defective frame at the option of Otso, and is the sole remedy of the warranty.
This limited warranty applies only to the original purchaser of the Otso frame and is not transferable. This warranty applies only to products purchased through an authorized dealer or distributor. In no event shall Otso be liable for any loss, inconvenience or damage, whether direct, incidental, consequential, or otherwise resulting from breach of any express or implied warranty or condition, of merchantability, fitness for a particular purpose, or otherwise with respect to our products except as set forth herein. This limited warranty gives the consumer specific legal rights, and those rights and other rights may vary from place to place. This limited warranty does not affect your statutory rights.
LITHIC LIMITED WARRANTY
In the rare occurrence that you receive a Lithic component with a manufacturing defect, you can be confident that your component is covered by a limited warranty. All Lithic products are warranted to the original owner, to be free from manufacturing defects in materials and workmanship from the date of retail purchase, subject to the limitations detailed below. Remember to keep your sales receipt/order number to make any defect claim. This ensures the quickest best possible outcome for you, your shop, and Lithic/Otso.
All Lithic components are warranted against defects in materials and workmanship for a period of 1 year from the date of retail purchase.
This warranty does NOT cover the following:
- Any damage due to improper assembly, follow-up maintenance, lack of skill, competence or experience of the user or assembler.
- Products that have been modified, neglected, used in competition, or for commercial purposes, misused or abused, involved in accidents or anything other than normal use.
- Installation of components, parts or accessories not originally intended for or compatible with the bicycle they are installed on.
- Damage or deterioration to the paint, surface finish, aesthetics or appearance of the product.
- Normal wear and tear.
Lithic/Otso does not guarantee the compatibility of original components with warranty replacement components in the event that a component has been discontinued or an iteration of the component has been usurped. Lithic/Otso is not responsible for parts or labor required to remove and/or refit and re-adjust the product within the bicycle assembly the component came on, including wheel rebuilds. This limited warranty is expressly limited to the repair or replacement of the defective components at the option of Lithic/Otso, and is the sole remedy of the warranty.
This limited warranty applies only to the original purchaser of the Lithic component and is not transferable. This warranty applies only to products purchased through an authorized dealer or distributor. In no event shall Lithic/Otso be liable for any loss, inconvenience or damage, whether direct, incidental, consequential, or otherwise resulting from breach of any express or implied warranty or condition, of merchantability, fitness for a particular purpose, or otherwise with respect to our products except as set forth herein. This limited warranty gives the consumer specific legal rights, and those rights and other rights may vary from place to place. This limited warranty does not affect your statutory rights.
Accidents happen and frames get damaged. We want to get you back riding as quickly as possible. For a frame replacement, we provide a discount on a replacement frame or fork. To start the replacement process, please provide an image and description of the damage along with the frame serial number (located under the bottom bracket) to your dealer or email us directly sales@otsocycles.com . Carbon frame repair may also be a good possibility to fix the damage and to keep a frame from the landfill.
Dealer Application
We are actively growing our dealer network. Send an email to sales@otsocycles.com to get details on how to become an Otso dealer.