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Can I special order a cannondale bicycle while stores are currently closed?

We want to order a Cannondale Synapse carbon disc Ultegra in 58 cm ($3300) item number 170059 (your website), but that size (58 cm) does not appear on your website.  According to the manufacturer, Cannondale, "our local bike shop" (that's you) can process an special order for any size through them.  We have tried multiple times to call for help.  Can we order that bike from you?  How?  If we should call you, what phone number?  Thanks so much!

5 Replies

Hello there @shopper101!

Thanks for reaching out to the Community with your question. Sorry to hear that up until now you have not been able to get an answer on special ordering this bike. 

Typically, when our stores are open, we do have the ability to place special orders for our customers directly through vendors such as Cannondale. Unfortunately, while our stores are closed, this is not a service that is available. As a result, we are unable to order a size not currently offered online. 

I apologize that I don’t have better news in this case!

At REI, we believe time outside is fundamental to a life well lived.

Is this still the case (4 months later)? I have a similar question for a Tern bike model I am interested in that is not listed on the website. 

@Vallhund Thanks for reaching out!

As our stores are now open, our ability to special order products from our vendors is also now functional. It is an in-store service, so you will need to head to your local REI store to speak with a customer service specialist. We do have special order capabilities with Tern Bikes, however, it is good to remember that inventory, manufacturing, and shipping are all experiencing challenges at the moment, so we will need to confirm that Tern has your bike in stock before proceeding with your order.

Hopefully this helps, thanks!

At REI, we believe time outside is fundamental to a life well lived.

I just called the San Diego store to ask about a special order on a Wilderness Systems kayak.  They said they're not doing any special orders at this time.

@DekeJ Thanks for reaching out!

Some of our stores are having to make determinations of which services they are able to provide based on available resources. At this time, the San Diego store is limiting their customer service counter (where an order would be placed) to processing returns only. We encourage you to check back in with the store periodically to see when they are able to accommodate the special order process. Additionally, you could call the Encinitas REI store to see if they would be able to process a special order for you.

Lastly, during these unprecedented times manufacturing, shipping, and processing times are taking longer than usual. Depending on which kayak you are looking for, there may be a significant wait for Wilderness Systems to have it in stock.

Hopefully this helps, thanks!

At REI, we believe time outside is fundamental to a life well lived.