FAQ

Frequently Asked Questions

Before Purchase

Delivery

After Purchase

Product

I want to ask more questions.

 

Before Purchase

  1. Can I order online and pick up from your store?
  2. Do I need an account to shop at Bikebug.com?
  3. How do I place an order?
  4. How do I show prices shown in my local currency?
  5. How do I tell if an item is out of stock or discontinued?
  6. How do you secure my payment details?
  7. If an item is available online, will it be available in store?
  8. What currency will I pay for my order in?
  9. What if I want an item that is out of stock?
  10. What is your privacy policy?
  11. When will my card be charged?
  12. Which credit and debit cards can I use to pay?
  13. Where is your retail store and when can I visit?
  14. Do you have a price-match policy?
  15. How can I use a Promotional Code to claim a discount?
  16. Is the pricing on Bikebug.com different to your physical stores?

  1. Can I order online and pick up from your store?

    Yes of course. Just specify instore pickup during the checkout process.

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  2. Do I need an account to shop at Bikebug.com?

    No, you don’t need an account, but if you do, then you won't have to enter your details every time you buy from us.

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  3. How do I place an order?

    Just click on the 'Buy Now' button and follow the prompts.

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  4. How do I show prices shown in my local currency?

    Just click on the 'Change Currency' button on the top right.

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  5. How do I tell if an item is out of stock or discontinued?

    If there is no 'Buy Now' button, then the item is out of stock or discontinued. You have probably arrived at the page by following an outdated link.

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  6. How do you secure my payment details?

    We use the Commonwealth Bank Secure Payments Seal.

    This seal is part of the Commonwealth Bank provided secure internet payment service we are using. It assures you that we are compliant with the internationally set Payment Card Industry Data Security Standards, which govern the secure storage and handling of your card data.

    It also indicates that we consider the security of your credit card details to be of prime importance. All approvals on your card are obtained from your credit card provider in real time.

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  7. If an item is available online, will it be available in store?

    Not necessarily. We source our online products and instore from different sources, so they may be in one place but not the other. If you want to view an item, contact us.

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  8. What currency will I pay for my order in?

    If you use Paypal it will charge you in the currency you select and then converted to your local currency. If you use a credit card it will charge you in Australian dollars.

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  9. What if I want an item that is out of stock?

    Contact us to find out when it will be back in stock.

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  10. What is your privacy policy?

    Bikebug complies with the Commonwealth of Australia Privacy Act 1998 and does not disclose personal information other than to facilitate the purchase and supply of products or services from Bikebug or where required to by law. Information held is stored securely.

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  11. When will my card be charged?

    Your card will be charged when you confirm your order.

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  12. Which credit and debit cards can I use to pay?

    Any internationally accepted credit card is fine with us.

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  13. Where is your retail store and when can I visit?  

    We have retail stores around Australia. Our addresses and opening hours are here.

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  14. Do you have a price-match policy?

    Our commitment to great prices, extensive product range and exceptional customer service combined with the benefit of Australian warranty and backup are great reasons to shop with us.

    We do our best to keep our prices as low as possible, but if one of our competitors advertises a lower price, please give us the opportunity to match it. We will definitely match it most times, but occasionally we may not be able to. However, we always appreciate the fact that you gave us the opportunity.

    In order to execute a price matching request, send us a link to a webpage showing the lower price. We'll check all the details and, if it's approved, we'll send you an online discount voucher for you to use.

    There are many sites selling products globally, not all of whom are serious about their business or back their products as extensively as we do, so we can’t monitor and match everyone, but we do try to match the retailers who are as serious about supporting their products as we are.

    The competitor's product must be identical to that offered at Bikebug and must be in stock.

    Delivery costs, GST and duty will be considered when comparing prices. We will always add 10% GST to all products, as we don't believe that it is fair to match prices with retailers outside Australia who don't pay GST here and support our economy.

    Thank you for considering us for your next purchase.

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  15. How can I use a Promotional Code to claim a discount?

    The discount coupon code entry box is on the last page of the checkout process. Just enter the code and press the redeem button. For more detail please click here.

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  16. Is the pricing on Bikebug.com different to your physical stores?

    The pricing on our site is for online purchases only, although you are able to request instore collection as your delivery method.

    Our website prices are usually cheaper because they don't include some of the fixed costs associated with running a bricks and mortar store.

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Delivery

  1. Can you deliver outside of Australia?
  2. How do I track the progress of my order?
  3. How will my order be delivered?
  4. Some items on my order are out of stock, will you send what you have or wait until all items are available?
  5. Can I have free shipping on my order?
  6. How long will delivery take?
  7. How much will delivery cost?
  8. When will my order be dispatched?
  9. Will I have to pay customs charges in my country?

  1. Can you deliver outside of Australia?

    Yes we can.

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  2. How do I track the progress of my order?

    When your order is shipped, you will receive a tracking number so that you can monitor your orders progress.

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  3. How will my order be delivered?

    We deliver using a courier service. For that reason we need a street address to deliver to.

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  4. Some items on my order are out of stock, will you send what you have or wait until all items are available?

    We will generally try to contact you to find out what you would like to do.

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  5. Can I have free shipping on my order?

    If your order is more than $99, shipping is free within Australia.

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  6. How long will delivery take?  

    Australian Shipping:

    For most major cities and close regional towns your order should be delivered in 2 working days. For all other areas items should be delivered within 3 to 7 working days.

    International Shipping:

    Depending on where you are in the world, upon dispatch, you should receive your items within 5 working days.

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  7. How much will delivery cost?  

    Please visit our Shipping Policy page for all shipping cost information.

    Please note: In order to optimise our international shipping and remain competitive globally, we may need to remove some items from their original boxes and re-box them into smaller boxes. This will allow us to keep our international shipping charges competitive.

  8. When will my order be dispatched?  

    Most orders received before 12:30pm (AEST) for items in stock will be picked and dispatched the same day.

    We will always do our best to pick and dispatch orders received after 12:30pm (AEST) for items in stock on the same day. If this is not practicable, they will be picked and dispatched the following day.

    Out of stock or order in items will be dispatched the same day the item has been received from the supplier.

    Customers will be notified via email or telephone call with a revised dispatch date for any items that has not been dispatched within 2 working days of receipt.

    We don't work over the weekend so orders received after 3pm on a Friday will be despatched first thing on a Monday.

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  9. Will I have to pay customs charges in my country?

    Shipments overseas might be subject to duties and taxes specific to the country of destination and these are the responsibility of the customer. It is against the law to understate the value of items we sell and we will not do this in any circumstances.

    If you decline to pay any duties or taxes that may be charged to you, your order may be returned to us by the courier. If it is returned to us then we will refund the amount of your order, less the original shipping cost and any return shipping cost that may be charged to us by our courier.

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After Purchase

  1. Can I amend or change my order? How do I pay the difference?
  2. Do I have to pay for postage if I want to exchange an item?
  3. My order is processing, can I change my delivery address?
  4. My PayPal orders do not show on my account when I log in, why?
  5. Why has PayPal charged me more than what your site stated?
  6. Will I need to build my bike when it arrives?
  7. You said you have refunded me but I have not received the funds, where are they?
  8. How long do I have to exchange an item?
  9. I urgently need to exchange an item, what are my options?
  10. Do you offer a warranty?
  11. How do I cancel an order?
  12. What is your returns policy?

  1. Can I amend or change my order? How do I pay the difference?

    Due to the volume of orders placed on a daily basis it is not always possible to amend or change orders, once an order has started processing the most efficient way to change an item is to place a new order for the item required and return the unwanted item when you receive it.

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  2. Do I have to pay for postage if I want to exchange an item?

    If the item is faulty or if it has to be returned because of an error on our part, we will refund the reasonable cost of freight, but please let us know how much you have been quoted before you send it back.

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  3. My order is processing, can I change my delivery address?

    We aim to process your order as quickly as possible and often by the time you may need to change delivery address it can be very difficult to retrieve the order and make this change. If you find yourself in this awkward position please contact us, but we cannot guarantee this can be done.

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  4. My PayPal orders do not show on my account when I log in, why?

    If you are having trouble with your PayPal order please contact us so we can ensure we give you the right direction to solve the problem. Please ensure the email address supplied is your PayPal email address, this will help speed the process and help correct problems.

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  5. Why has PayPal charged me more than what your site stated?

    All prices shown on our website use the current exchange rate. PayPal use their own rate which may be different.

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  6. Will I need to build my bike when it arrives?

    If you order a complete bike then some assembly will be required. We recommend that this is carried out by a professional bike mechanic. This will generally mean inserting the seat post, straightening the handlebars, attaching the pedals, and inserting the front wheel.

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  7. You said you have refunded me but I have not received the funds, where are they?

    If you have paid by Paypal your funds will have been refunded to your Paypal account. Refunds to credit cards can take up to 10 banking days to appear in your account. How can I pay for my order?

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  8. How long do I have to exchange an item?

    If you want to return something because you have changed your mind or made the wrong choice, we will refund the purchase price as long as you return it to us at your expense within 30 days.

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  9. I urgently need to exchange an item, what are my options?

    To make an exchange, order the new item you wish to purchase and return the item you no longer want, following our returns procedure.

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  10. Do you offer a warranty?

    All goods supplied by BikeBug are covered by the normal manufacturer's warranty. If anitem has failed, and you believe it to be a genuine claim for warranty, please contact us immediately. If it is found that the claim is genuine, and is covered by the manufacturers warranty, you will be given a Return Authorisation Number. At which point, you will need to go here, and fill out this document and send it to warranty@bikebug.com. You will also need to include a printed copy with the goods being returned.

    Certain products may need to be returned to the manufacturer/distributor for a warranty inspection before a course of action can be decided. In some cases, depending on the type of product and the fault at hand, a repair will be made rather than the product being replaced. Please do not assume that a credit will be issued or a replacement for your product will be offered. We will endeavour to return your product as quickly as possible. If there is a delay due to the nature of the repair, or a delay beyond our control, we will inform you and do whatever possible to limit the turnaround time of your product. Please bare in mind that the warranty procedures vary from brand to brand, and from distributor to distributor. For more information on the warranty aspects of your product, please visit that manufacturer's website.

    Due to health and safety regulations, we request all used clothing to be washed prior to returning back to us and used footwear must also be cleaned.

    All goods must be returned to the following address; BikeBug – Unit 3/595-615 Princes Hwy, TEMPE NSW 2040. Click here for address label. The Return Authorisation Number must be clearly written on the outside of the box.

    Please do not return goods to our North Sydney store. This might delay the warranty process, and your goods may be misplaced. Our North Sydney store is not ideally equipped to handle warranty requests, and the subsequent delivery of these goods.

    The cost of goods being returned to BikeBug is your responsibility. We strongly suggest using a parcel service that is traceable. BikeBug will not be held liable for any goods lost in transit.

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  11. How do I cancel an order?

    Just contact us and as long as the order has not been processed, we will cancel the order and refund your money. 

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  12. What is your returns policy?

    You can view/download our Returns Form by clicking here

    If you've made a purchase via our store and wish to return it due to an incorrect selection, you have 30 days in which to make the return. This period starts upon successful receipt of the purchased item(s) and we will refund the purchase price - not including shipping costs - on the condition the return is instigated within this timeframe.

    A return must be accompanied by a completed returns form (which can be found here) and it is vital you ensure the item is in its original packaging and condition - it must not have been used, fitted or marked in any way. Failure to do so may compromise our ability to provide a refund.

    In order for us expedite your refund, all returns must be returned to the original place of purchase. eg. if you purchased your product online you must return it to our Tempe warehouse, if you purchased your product in store, you must return it to the store where you originally purchased it. All returns (shop or web) need to be accompanied by a Returns Form.

    For product exchanges, please place a new order for the new item and return the old item via the process listed above - subject to the same conditions - for the requisite exchange.

    If the return is being instigated due to an error on our part, we will refund the original purchase price INCLUDING shipping. Please advise us if this is the case before commencing the returns process.

    If an item is deemed unsuitable for its intended use for any reason, please contact us via email as soon as practically possible to determine if we can organise an alternative arrangement before the returns process takes place. This may include repair of, or advice upon, the item(s) in question. Failing this, please instigate the returns process by sending the item(s) to the address on the downloadable Returns Form (available here) for either a replacement (exchange) or refund.

    Once a return has been approved, it will be processed within two (2) days of receiving the return at our warehouse. You will receive a refund via your original payment method.

    A 25% restocking fee applies to returned bikes and frames. The restocking fee will be deducted from the refund.

    If you contact us by email, please include your order number for easy reference. If you wish to phone us, please have the order number and other details handy.

    If you have received damaged, faulty, or incorrect products, you will be given the choice of a repair (if applicable), refund, or replacement. For goods that are faulty or not functional please use the warranty procedures listed below.

    We reserve the right to reject any return if we believe that our returns process is being abused or for unreasonable repetitious returns.

    We strongly suggest using a parcel service that is trackable and requires a signature on delivery. Bikebug will not be held liable for any goods lost in transit.

     

    Returns For Commercial Customers

    A 25% restocking fee applies to returns from bike shops or bike mechanics, and to orders that are deemed to be of a commercial nature. The restocking fee will be deducted from the refund.

    Warranty

    All goods supplied by Bikebug are covered by the normal manufacturer's warranty. If an item has failed, and you believe it to be a genuine claim for warranty, please contact us immediately. If it is found that the claim is genuine, and is covered by the manufacturer's warranty, you will be given a Return Authorisation Number. At which point, you will need to go here, and fill out this document and send it to warranty@bikebug.com. You will also need to include a printed copy with the goods being returned. You will be given the choice of a repair (if applicable), refund, or replacement.

    Certain products may need to be returned to the manufacturer/distributor for a warranty inspection before a course of action can be decided. In some cases, depending on the type of product and the fault at hand, a repair will be made rather than the product being replaced. Please do not assume that your product will be replaced. We will endeavour to return your product as quickly as possible. If there is a delay due to the nature of the repair, or a delay beyond our control, we will inform you and do whatever possible to limit the turnaround time of your product. Please bear in mind that the warranty procedures vary from brand to brand, and from distributor to distributor. For more information on the warranty aspects of your product, please visit that manufacturer's website.

    Due to health and safety regulations, we request all used clothing to be washed prior to returning back to us and used footwear must also be cleaned.

    All goods must be returned to the following address: Bikebug – Unit 3/595-615 Princes Hwy, TEMPE NSW 2040. Click here for address label. The Return Authorisation Number must be clearly written on the outside of the box.

    We strongly suggest using a parcel service that is trackable and requires a signature on delivery. Bikebug will not be held liable for any goods lost in transit.

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Product

  1. Are all colours and sizes currently available?
  2. Do pedals come in pairs or as a single unit?
  3. Do you have a sizing guide for this product?
  4. Helmet Standards for Australia [AS/NZS 2063:2008]
  5. What are the specifications of the bike?
  6. What size frame will I need?
  7. What tubes do I need? All these numbers are confusing!
  8. Which bike is right for me?
  9. What is the difference between clipless and flat pedals?

  1. Are all colours and sizes currently available?

    All sizes and colours that are available are listed on each item’s product page.

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  2. Do pedals come in pairs or as a single unit?

    Pedals come as left and right specific, like shoes, and come in pairs. Clipless pedals are supplied with cleats and fittings.

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  3. Do you have a sizing guide for this product?

    Sorry, if there is not a sizing guide on the website with the product then we don't. If we do have it we will make it available to you on the site.

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  4. Helmet Standards for Australia [AS/NZS 2063:2008]

    All helmets sold in Australia and New Zealand must comply with this standard. Helmets bought from websites outside Australia will not comply with this standard.

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  5. What are the specifications of the bike?

    Each bike's specifications are listed on the product page. If you have a query about a product, then contact us.

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  6. What size frame will I need?

    See here for more info on sizing.

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  7. What tubes do I need? All these numbers are confusing!

    Bike tires come in many sizes, and trying to understand what all the numbers mean can be confusing. But once you understand how bike tires are sized, you'll know what to look for when it's time to replace your tires.

    The size of a tire can be found on the sidewall. This measurement is written as two numbers, separated by an X -- for example, 700X23 or 26X2.10. The first number is the diameter of the tire, in millimeters or inches. Most adult bikes come in either the 700mm size or the 26-inch size. You'll find 700 tires on road bikes and 26 tires on mountain bikes. The 700 tires follow the metric system because road bikes developed in Europe, while mountain biking, with it's 26-inch tire, began in the United States.

    The second number on the tire's sidewall is it's width. On a 700X23 tire, the width of the tire is 23mm. As the width increases, the tire will have more surface contact with the ground. More surface contact gives you a more stable and comfortable ride. As the width decreases, the tire has less surface contact, and therefore less fiction, which makes your ride faster.

    If you ride a bike with a 26-inch tire, the tire width will be denoted with either a decimal or a fraction -- for example, 26X1.75 or 26X1 3/4. Take note that even though the two tires appear to have the same width, if one is marked with a decimal and the other a fraction, they are actually two different sizes. If you're looking for an exact size match, make sure you don't choose one fraction tire and one decimal tire.

    Measure the diameter and width of your tires, and you'll find that they don't exactly match what's written on the tire. The numerous sizing systems -- and companies that try to cheat on their sizes -- make it hard to know what the numbers on a tire really mean. Fortunately, the International Organization for Standardization, or ISO, has created a system for tire sizing to regulate tire measurement and take the guesswork out of choosing the proper tire. Most new tires and rims will show the ISO measurement. This measurement marks width first, followed by diameter. If you want an exact match when you replace an old tire, match the ISO number.

    When it's time to buy new tires, always get tires with the same diameter as your old ones, but you can choose a different width. Your bike's rim will hold a range of tire widths, although not all widths are recommended for every tire.

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  8. Which bike is right for me?

    While buying a bike is not on the same level of commitment as, say, getting married, it is still a decision that warrants some thought. And, especially if you are considering buying a bike for the first time, it can seem as if your options are nearly endless.

    For help in deciding what kind of bike you need, contact us.

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  9. What is the difference between clipless and flat pedals?

    Pedal shoppers usually fall into one of several groups:

    1. Those making the switch from flat to clipless pedals,
    2. Those who are outfitting a new bike (many new road bikes do not come with pedals), or
    3. Those upgrading from one shoe-pedal system to another.
     

    If you ride using flat (platform) pedals, you've no doubt seen riders zipping by you with their feet firmly anchored to their pedals and wondered if that might be a wise choice for you. Fear not, bike shoes and clipless pedals are part of a natural progression to make your riding more efficient and less tiring.

    Cycling shoes are usually paired with a compatible pedal to hold your feet securely on the bicycle. The so-called "clipless" shoe-pedal combination offers unmatched control with a minimum amount of your pedaling energy lost before it reaches the rear wheel.

    You can start your shopping process with either shoes or pedals. Just make sure you keep shoe-pedal compatibility in mind as you decide.

    The Misnomer of "Clipless" is admittedly a confusing name for these pedals since you actually "clip in" to the pedal's cleats much like you do with a ski binding. The origin of the name goes back a few decades when pedals with "toe clips" were a cyclist's only choice for improved pedaling efficiency. The then-new clipless pedals dispensed with toe clips by offering a direct attachment between shoe and pedal. For better or worse, the clipless name has lived on ever since.

    There is a brief-but-necessary learning curve associated with clipless pedals.

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I want to ask more questions.

  1. Evidently I ask questions more frequently than the next guy. I still have some!

  1. Evidently I ask questions more frequently than the next guy. I still have some!

    Technically that's not a question, but it's no problem. Just contact us.

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