Can I order a bike for home delivery?
Due to supplier restrictions, we are unable to ship a number of bike brands directly to customers. Brands that can be shipped direct to customers will have a "home delivery" badge to identify them and include Cube (ex. E-Bikes), GT, Mongoose & Pedal Bikes. All Bikes shipped to customers will arrive boxed after being pre-assembled and safety checked in-store, then re-boxed, so may arrive in packaging with different branding or labels than original. All bikes can be purchased via Click & Collect when in stock at selected stores and will be both assembled and safety checked by our qualified mechanics prior to collection in-store. Please contact your local store directly if you would like to order a Bike that is not already in-stock with the store.
Do you offer international shipping?
We currently don't offer shipping outside of New Zealand.
Where can I find my tracking number?
An automatic tracking email is sent once your order is in transit. If you have not received your tracking email and it has been two business days since it was placed, please contact our customer service team on email@example.com.
What is a split order?
Due to our various locations and stock availability we may from time to time ship your order from more than one location. Don't worry we'll notify you if your order will be coming from more than one location.
How long will my order take to be delivered?
Depending on your delivery location, your order can take anywhere from 1-10 business days. Please refer to the Delivery Times for an more accurate estimation. If your item has not been delivered in more than 10 business days please contact our customer services team on firstname.lastname@example.org who will get in touch with the courier, please do not wait more than 21 working days as it affects the couriers ability to investigate.
Do I have to sign for my delivery?
Unless you selected the "Authority To Leave" checkbox at checkout, you'll need to sign for your delivery.
My item says it's delivered but I can't find it?
If you view the tracking details for your order and it is marked as delivered and you cannot find it. You can either lodge an inquiry with the courier directly, which can be done after checking your tracking details. Or you can contact our customer services team on email@example.com who will lodge an inquiry on your behalf. Please do not wait more than 21 working days as it affects the couriers ability to investigate.
I have changed my mind about an item I ordered can I exchange it?
Within 30 days of original purchase, we will happily accept a return provided that all items are in the original saleable condition and packaging. Customers are required to arrange returns via courier themselves including any costs involved, we highly recommend using a tracked courier service as we cannot honor returns on items lost in transit. Learn more.
My item arrived damaged, what do I do?
Please fill in our faulty item return form found HERE. One of our customer services team members will be in touch to arrange the shipment of the item back to our webstore return address and arrange a new item to be shipped, a refund or an equivalent item if the item purchased is no-longer available.