@Lamowery we are sorry to hear you've been unable to connect with our Customer Support team. Here in the community, we can answer two of your questions, however for specific order information, it does require connecting with Customer Support.
- Bikes that are shipped to our stores do qualify for free shipping
- Bikes arrive in different phases of 'built,' depending on the brand/model - some require just a few things to be attached/tightened/adjusted/tested while others require a full build; our shops teams complete this work before handing the bike over!
Regarding your bike: while we expect that all orders currently being shipped to our stores, despite their closures, will arrive and be held until the stores reopen, the situation is incredibly dynamic and circumstances may shift for specific orders. If you haven't had luck connecting with CS over the phone, perhaps Live Chat or email would be more convenient?
At REI, we believe time outside is fundamental to a life well lived.
