Frequently Asked Questions

You ask - We answer

Technical Questions

I’m super DIY and want to print my own CLUG! Can I buy a 3D printing file?

Unfortunately 3D printing files aren’t currently available to buy. We’re working super hard to navigate the legal maze surrounding making these files available, but will emerge victorious yet!

Does the back wheel need to be on the ground?

YES!!! We do not provide bike-levitating equipment. At least one wheel needs to be on the ground at all times or this will happen:

What about if I used 2 CLUGs?

Ah we’ve got a smart one here. Top marks for effort, but nope it still won’t work.

I can’t drill into my walls, can I use picture hanging tape (or similar) to mount CLUG?

We have seen plenty of examples where this has worked, but we do not recommend it. It’s not really what these strips were designed to do and, if the paint job isn’t tip top, you might pull a chunk of paint of the wall. The most secure way is always going to be by screwing CLUG into a sturdy wall.

What about mounting it on the floor?

Nope, that won’t work I’m afraid.

I have a rather hefty bike, will it CLUG?

It depends on how wide your tire is in each CLUG, and what type of tires you have (for example gum walls are much less grippy than regular tires).

To be super safe, do not exceed these maximums;

Roadie:
23mm/1″ tire – 9kg (20lbs),
32mm/1.25″ tire – 13kg (29lbs)

Hybrid:
33mm/1.3″ tire – 12kg (27lbs)
42mm/1.75″ tire – 19kg (42lbs)

MTB:
43mm/1.8″ tire – 13kg (29lbs)
62mm/2.5″ tire – 20kg (44lbs)

If you stay between these figures you are sure to be happy. The truth of the matter is the wider the tire, the more secure it is in each size. We are constantly testing a variety of bikes and sizes to figure out what will and won’t CLUG – you will be surprised by the results. If you want to find out more, check out the #willitclug series over on our BLOG.

Which CLUG do I need and how do I find out the size of my tires?

All the information you need is highlighted in our very handy Sizing Guide. But do be careful, the size range we state relates to the ACTUAL measured tire size. Some sneaky manufacturers will sell you a 32mm tire which is actually 28mm wide, (or less!) just to save weight. So play it safe and measure your tires just to be sure!

My tires are 32s, do I go with the Roadie or Hybrid?

Taking a physical measurement of the width of your tire will hopefully give you a better indication as to which CLUG you need, so grab that ruler! If you still can’t decide, try using ‘Eeny Meeny Miny Mo’ for your decision making conundrum – we can always exchange it if it’s not quite right.

Will CLUG fit my wide aero rims?

If your rims are wider than your tires, then there probably isn’t enough rubber for CLUG to grip on. We’ll come up with something for you speedy whipper-snappers as soon as we can but as of right now, CLUG isn’t for you – sorry!

I have full fenders on my rear wheel, can I CLUG please?

Thanks for the polite question. You might be able to CLUG if your fender is a little flexible or if it doesn’t extend around the wheel too far.

How high do I mount my CLUG?

Try to line CLUG up with the center of your wheel as best as you can, but CLUG will allow for a range of up to 8”. Check our our Installation Guide for more details on where to aim your drill.

Which wheel should CLUG hug?

For you vertical mounters out there, you will need to clip your front wheel into CLUG whilst the back wheel rests on the ground.

For storing your bike horizontally, reverse your bike in so that the rear wheel is clipped.

Refer to this handy image below if you’d like:

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I’m not sure which colour to buy, what do you suggest?

Our white and black combination would match the black of your soul… Nah, just kidding. Black goes with everything!

What about the rear wheel marking my lovely walls?

They are lovely, aren’t they? If you’re mounting CLUG upright, you may want to keep the rear wheel off of the wall to prevent scuffs.

If you’re opting for the MTB then you’re in luck – it comes with a super smart MUD PAD made of SCIENCE which attaches to your wall with microscopic suction cups (cool, right?).

For the roadie and hybrid, there is no MUD PAD (yet!) so you will have to either get creative as we have seen some of you doing already – or you can buy 2 CLUGs.

 

It looks like my CLUG is bending when I use it, is this normal?

If you are confident that you have followed our Sizing and Installation guides correctly, a little flexing shouldn’t be anything to worry about. We have made CLUG out of a durable yet flexible polycarbonate to accommodate this and successfully tested it with up to 5-15 years worth of daily use.

Shipping / Returns Questions

Who will be delivering my order?

As Santa Claus is only available one day of the year, we thought it would be best to use USPS for our delivery needs.

If you are outside the U.S.A. your parcel will be passed over to your local postal service upon arrival in your country.

I’m sad that you don’t have the option to pay using other currencies or Paypal.

That’s more of a statement than a question, but we are also sad that you feel this way. Unfortunately our system is not set up to support these options. Hopefully in the future we will be able to accommodate them, but in the meantime maybe you have a nice friend with a credit card who will be able to make the payment for you, or ask your local shop to start stocking CLUG?

How much is postage?

For most locations, standard shipping is only $5! For the mainland US, standard shipping is $3.50.

Where does CLUG ship from?

We currently ship from Delaware, U.S.A. (“The First State”), but we are working feverishly to set up more distribution centres around the globe for our customers.

So will I have to pay duties?

If you live outside of the U.S. yes, please be prepared to pay customs duties when your order arrives. Many orders may fall underneath the threshold and slip through unnoticed like a ninja, but this may vary from country to country.

Can I track my order?

So you would like to know if we strap tracking devices to our carrier pigeons to make sure they don’t stray off course?…

Basic tracking is automatically enabled on all orders. However, some international deliveries will only be able to see the U.S. portion of the journey.

Here is a list of countries that have tracking through the whole journey:

Australia
Belgium
Canada
Croatia
Denmark
Estonia
Finland
France
Germany
Gibraltar
Great Britain
Hungary
Ireland
Israel
Italy
Latvia
Lithuania
Luxembourg
Malaysia
Malta
Netherlands
New Zealand
Portugal
Singapore
Spain
Sweden
Switzerland

If you are not on this list, we recommend that you add the ‘express delivery’ to your order during the checkout process to give you the cover you n

Wait! I’m a Vancouverite! Can I come and collect my CLUGs from the studio??

Sure thing, homie. We will need to see if we have the right size and colours in stock, so please email us first at info@getclug.com. Alternatively, call into one of the local stores stocking CLUG.

How long will it take until my order is shipped?

Our warehouse team aim to ship your order within 4 working days.

How long will it take for my order to arrive?

Time frames for delivery are highlighted on our online shop and will alter depending on what country you live in. These times are guides only.

If your order is being shipped internationally and does not arrive within the time frame, it will most likely be experiencing delays in customs or with the courier in your country. If you have not received your order within 20 days of the shipping confirmation, please get in touch and we will be happy to put our detective hats on: info@getclug.com

I’d rather buy a CLUG from my local bike shop, do you have any retail locations?

Hey, you never know… your favourite store might be one of our CLUG retailers! Double check on our Retailers List. Not there? Then why not let them know that you’d be stoked if they started stocking CLUG?!

Can I exchange / return my CLUG?

So your CLUG isn’t working out? No worries, we offer FREE exchanges and returns!

Just send us an email with the details through to our helpful staff at info@getclug.com and they will guide you through the rest.

Please make sure to include:

  • your original order number, name, and email address.
  • whether you would like an exchange or refund.
  • what the problem is
  • any additional information (eg. tire specs – we want to make sure you have/are getting the right size). Photos are also helpful if applicable.
  • what replacement size and colours you would like if you need an exchange.

Unless we have made an error (sorry if we have!), exchanges will be issued once the returned product has been received safe and sound.

Can I cancel or edit my order?

Oopsy! Did your fingers slip?? If you have entered wrong information when placing your order, please contact us on info@getclug.com and we will do our best to catch your order before it is shipped.

It is not possible for us to edit details on orders once they have been submitted, but we can certainly cancel it so you are free to reorder with the correct information.

Can’t find what you’re looking for? Email us