Shipping policy

Shipping Policy

All orders are dispatched from our workshop and fulfilment location in Williamstown, Victoria, Australia.
Dispatch and delivery timeframes may vary depending on the delivery destination and the type of product ordered (bicycles vs parts and accessories).

We aim to dispatch all orders within 24 hours, 7 days per week.
Dispatch timeframes are estimates only and may vary during peak periods or due to factors outside our control.
Once dispatched, you will receive an email with your tracking number (via Australia Post where applicable).

Most parts and accessories orders are sent via Australia Post with tracking.
Transit times vary depending on your location (metro, regional, remote).
All delivery timeframes are estimates only and provided by the carrier. Delays may occur due to weather, peak demand, or carrier network disruptions.

We package items carefully to reduce the risk of damage in transit.
If you receive an item that is damaged, please contact us as soon as reasonably possible with photos and details so we can assist.
Minor cosmetic packaging damage or transit-related delays do not, by themselves, constitute a fault or defect under Australian Consumer Law.
Where required, we may need to lodge a claim with the carrier, which may require additional time and information.

Bicycles delivered locally are provided using our Ride-Ready Bike Delivery & Handover service.
This service ensures your bike is professionally prepared in our workshop before delivery.
Your bike is delivered directly to your door and handed over by our team.
During delivery we will walk you through the bike, explain key features, and make personalised adjustments to ensure it fits comfortably.
Your bike is professionally prepared in our workshop, delivered to your door, and includes a personal handover with rider adjustments and setup guidance.
This process ensures your bike is properly assembled, adjusted and ready to ride from the moment it arrives.

Many bicycles sold online are delivered in boxes and require assembly after delivery.
Incorrect setup can affect braking performance, shifting accuracy, comfort, and overall safety.
Our Ride-Ready Bike Delivery & Handover service allows us to prepare the bike properly in our workshop and ensure it is correctly adjusted before you ride.
This approach reduces setup errors, improves safety, and ensures your bike performs exactly as intended from day one.

Where Ride-Ready Bike Delivery & Handover is not available, bicycles may be shipped partially disassembled to reduce freight costs and minimise the risk of damage in transit.
Assembly may include (but is not limited to) fitting wheels, pedals, handlebars, seatposts, and adjusting brakes and gears.
If you are not confident assembling a bicycle, we strongly recommend having it assembled and safety-checked by a qualified bicycle mechanic or local bike shop.
Normal post-delivery adjustments (such as brake or gear bedding-in) are expected and do not, by themselves, indicate a fault or defect.
These adjustments may be addressed through professional setup or our Lifetime Free Basic Servicing where applicable. Lifetime Free Basic Servicing is provided at The Bicycle Exchange workshop location only (Williamstown, VIC) and is not redeemable at third-party workshops or other outlets.
To the extent permitted by law, we are not responsible for damage, injury, or loss arising from incorrect, incomplete, or improper assembly after delivery or collection.
Our 90-Day Voluntary Mechanical Assurance applies in accordance with its terms and operates separately from shipping and delivery services.

Some orders may require a signature on delivery.
If you are not available to accept delivery, the parcel may be held at a Post Office or carrier depot for collection.
If you request delivery to be left unattended, delivery is made at your own risk once the carrier confirms delivery.
Ownership and risk in the goods pass to you upon delivery, collection, or handover to your nominated carrier, in accordance with our Terms of Service.

Local door-to-door delivery is available for Bikes, Parts and Accessories.
Usually same day delivery where possible (subject to availability).
This service is subject to scheduling, access conditions, and operational capacity.

DELIVERY DISTANCE FROM OUR WORKSHOP	RATE:
UP TO 15KM	$30
FROM 15KM TO 30KM	$45
FROM 30KM TO 50KM	$65
FROM 50KM TO 85KM	$100

Please ensure your delivery address is correct before placing an order.
If a parcel is returned to us due to an incorrect or incomplete address, re-shipping costs may apply.

If you choose to collect your order in person, valid photo identification matching the order name may be required.
Collection requirements are outlined in our Terms of Service.

For information about faults, warranty claims, or consumer guarantees, please refer to our Warranty & Claims Policy.