FAQ

1. Shipping & Delivery

How long does shipping take for online bicycle orders?

Our goal is to get you on your new bike as fast as possible!

  • Dispatch time is typically 1–2 business days for bikes currently in stock.
  • Delivery time then depends on your location in Australia:
    • Metro Areas: Usually 3–7 business days.
    • Regional/Remote Areas: May take up to 10–14 business days.

We use trusted courier services for all bike deliveries and will provide an estimated delivery window with your shipping confirmation.

Can I track the delivery of my bicycle once it has been shipped?

Yes, absolutely! Once your order has been dispatched, you will receive a shipping confirmation email that includes your unique tracking number and a direct link to the courier's website. This allows you to monitor the delivery progress of your bicycle in real-time.

Are the bikes delivered fully assembled, or is some assembly required?

For safe and secure transport, all bikes are shipped in a box and require some final assembly. They are generally 85% to 90% pre-assembled by our qualified mechanics before shipping.

You will typically need to install:

  • The front wheel
  • The handlebars
  • The seat post/saddle
  • The pedals (if supplied)

We strongly recommend that a qualified bicycle mechanic completes the final assembly and safety checks. Improper assembly may void your warranty.

2. Returns & Warranty

What is the return policy for bicycles purchased online?

We offer a 30-Day Change of Mind Return Policy for bicycles. If you're not completely satisfied with your purchase, you can return the bike for a full refund (excluding original shipping costs) provided:

  • The return request is made within 30 days of delivery.
  • The bike is in "as new" condition, unused, unridden (beyond a short, indoor sizing test), and in its original packaging.
  • All parts, manuals, and accessories are included.

To initiate a return request, please contact our Customer Support team.

Do you offer any warranties on the bicycles sold through your online store?

Yes. All new bicycles sold through BiCycleLab.com.au come with a manufacturer's warranty against defects in materials and workmanship. The specific terms vary by brand, but generally include:

  • Frame: Lifetime or an extended period (e.g., 5 years) for the original owner.
  • Components: Typically 1–2 years.

Please note: Normal wear and tear, damage from improper use/assembly, or lack of maintenance are not covered. Full details are available on our dedicated Warranty page.

3. Sizing & Payment

Are there any specific requirements for bike sizing and how can I ensure that I'm choosing the right size online?

Getting the right size is crucial for comfort and performance! We highly recommend you follow these steps:

  1. Consult Our Size Guide: Each bike listing has a dedicated size chart recommending the frame size based on your height and inseam (standover height).
  2. Measure Yourself: Take accurate body measurements and compare them to the recommended ranges.
  3. Contact Our Experts: If you are between sizes or unsure, please contact our support team. We can provide personalised advice based on your body geometry and riding style.

What payment methods do you accept for online bicycle purchases?

We accept a wide range of secure payment options, including:

  • Credit/Debit Cards: Visa, Mastercard, and American Express
  • Online Payment: PayPal
  • Buy Now Pay Later: Afterpay, Zip, and similar Australian providers
  • Other: Bank Transfer (details provided upon checkout)

Do you offer any special promotions or discounts for online customers?

Yes! We frequently run promotions for online customers. The best ways to stay informed are to:

  • Sign up for our email newsletter to get exclusive early access to sales and new products.
  • Follow us on social media (Facebook, Instagram).
  • Check the "Deals" or "Sale" section on our website homepage.

4. Customer Support

How can I get in touch with customer support if I have questions or issues with my online bike purchase?

Our friendly team is here to help! You can reach us via the following methods:

  • Email: Send us a message at BiCycleLab.au@gmail.com (we aim to reply within 1 business day).
  • Phone: Call us at +61 423 126 401 during business hours (Mon-Fri, 9am-5pm AEDT).
  • Online Chat: Use the chat widget located in the bottom corner of our website for real-time assistance.