FAQ's
Shipping & Delivery
How much do you charge for shipping?
Shipping costs depend on the size of your order and your location. The final shipping cost will be shown at checkout.
How long will my order take to arrive?
We aim to dispatch orders within 1 to 7 days, depending on the item and how you choose to receive it.
Items marked “Online Exclusive” – These are products we order in specially for you.
- If you choose delivery, these items will be shipped to your address within 7 days.
- If you choose pickup in-store, they will arrive at our showroom and be ready for collection within 7 days. We’ll notify you when they’re available.
Bike orders – These arrive at our showroom within 7 days, then our team builds and safety-checks them before pickup or delivery.
- For home delivery of bikes: once built and ready at our showroom, we arrange courier delivery to your address.
Free shipping
Free shipping is offered on orders over a certain value, excluding bicycles. The threshold and eligibility are clearly indicated at checkout.
Can I pick up my order in-store?
Yes, you can elect 'Pickup in Store' during checkout. If the item is marked 'Online Exclusive', please allow up to 7 days for it to arrive at our showroom before it’s ready for collection.
How can I track my order?
Once your order has been dispatched, we’ll email you the tracking details. Please check your spam or junk folder if you don’t see this and if you still don’t get it, contact us and we’ll assist.
Returns & Exchanges
Can I return an item if I change my mind?
Yes. For most items we can provide a credit note or exchange within 30 days, as long as the item is unused and in original condition with packaging. We do not offer refunds for change of mind.
What's your policy on special orders?
Special orders require a deposit.
- Items over $5,000 require a 50 percent deposit.
- Items under $5,000 require a 25 percent deposit.
Deposits are non refundable. If the supplier cancels the order, we will return your deposit.
When will my refund or credit be processed?
- For credit notes, once we receive and inspect the item you will receive your credit within 1 to 3 business days. All credit notes are valid for 12 months.
- Refunds (when applicable) are processed to your original payment method. Your bank may take up to 10 business days to release the funds.
What if my item arrives damaged or faulty?
Please contact us within 48 hours with photos and details. We will assess the issue and may offer a repair, replacement or refund under the manufacturer's warranty.
Warranty
All items are covered by the manufacturer’s warranty. Warranty length and coverage can vary by brand. Please keep your proof of purchase.
Warranty does not cover normal wear, misuse, impact damage or unauthorised repairs.
Other Common Questions
Where is your Showroom located?
240 Kings Way, South Melbourne VIC 3205.
Free customer parking is available at the rear.
What are your opening hours?
Monday to Friday: 9am to 6pm
Saturday: 9am to 5pm
Sunday: Closed
How can I contact you?
Phone: (03) 9696 8588
Email: hello@bikenow.com.au