My shock or fork did not include a manual – what do I do? Visit the User Manual section of this website to download a PDF version for your product. If you cannot download the manual, please contact X-Fusion to receive an electronic copy via e-mail or paper copy via snail mail.
What is X-Fusion's warranty duration? X-Fusion warrants all products to be from defects in materials and workmanship for two years from date of purchase. Terms and limitations apply. Refer to your user manual for the fine print.
What is X-Fusion's warranty policy? X-Fusion will repair or replace, at X-Fusion's discretion, products determined to be of faulty materials or workmanship. An original purchase receipt is required to file a warranty claim. X-Fusion reserves the right to all final warranty decisions.
What items are excluded from the warranty? Specifically, X-Fusion will not cover parts subject to normal wear and tear or routine maintenance, bushings and suspension fluids. Generally, X-Fusion will not cover non-X-Fusion replacement parts, abnormal strain, abuse or neglect, accident or collision damage, modified parts, improper maintenance, damages due to shipping, interior or exterior damage due to incorrect installation, crashes, foreign materials, seat post interference, incorrect cable mounting, service or repair by an unqualified technician or coil binding (Three turns of preload maximum on rear shocks).
Do I have to pay for shipping when sending an X-Fusion product in for service or repair? Yes, for routine maintenance and repairs due to neglect or abuse, the user pays for shipping both ways. For warranty repairs and service, X-Fusion will pay for UPS or Fedex ground shipping or comparable service from other providers for the return of the product. You can request faster shipping for additional fees.
How do I know what air pressure to use in my shock or fork? Air pressures can vary from rider to rider and bicycle to bicycle but here is a general rule of thumb to get started. For rear shocks take your body weight in pounds and subtract 20%. Set the air spring at this value in PSI and check sag. If there is too much sag, add five pounds and recheck. If there is too little sag let out five PSI and recheck. For forks please refer to the set-up guide or pressure chart located directly on your fork. Use the same 5 PSI bracketing system to dial it in with accuracy.
I hear air escaping when I remove my shock pump from my shock or fork–What's up with that? This is normal and it is air coming from the pump, not the shock or fork. When re-attaching the pump, it can take 10-20 psi to pressurize the pump causing the gauge to display a lower pressure than what was in the air spring. When pressurizing the reservoir on your coil shock the percentage of air from the chamber required to fill the pump is much greater and you could lose 25-50% of the air. Remember to account for this when setting your air pressure and that the air pressure is only accurate when you are about to remove the pump, not when you first connect it.
How can I keep my shock or fork functioning at its best? Your shock or fork will perform at its best if you keep it clean and lubed. Wipe it off after each ride paying particular attention to the intersection of the shock body or upper tube and the dust wiper. Once it is clean, apply a light film of lightweight grease or oil such as Slick Honey or Tri-Flow. Don't forget to perform periodic maintenance such as replacing air sleeve seals.
I cannot achieve the correct sag on my air or coil shock. What should I do? For proper sag set-up please refer to the set-up guide for your specific product located in the support section of our website. If you still find that you are getting too much or too little sag please contact your local distributor or service center to order the proper spring rate for you weight.
What is the pressure range for the reservoir on the Vector HLR shock? The pressure range is 180-300psi. Do not operate the Vector HLR with less than 180psi in the reservoir as emulsification can occur. In cases of emulsification due to operation under 180psi, X-Fusion will NOT provide warranty service.
How do I internally change the travel of my fork? The travel adjust guides are located under the Support section of our website under Tech Guides. There you will be able to find the guide to match your specific product.
Where can I buy X-Fusion products? X-Fusion products are available from select dealers and consumer direct. Contact X-Fusion to find the dealer nearest you. Dealers in the US can purchase select X-Fusion products through QBP, BTI and Hawley.
Does X-Fusion sponsor athletes, teams and events? Yes, X-Fusion does sponsor some of the best athletes, teams and events in the world. X-Fusion offers a limited number of sponsorships at the Professional and Grass Roots levels each year. Send resumes and sponsorship proposals to firstname.lastname@example.org.