Shipping, Delivery & Collection
Shipping
We offer a number of shipping and/or pick up options. We comply with brand requirements which do differ between brands and also are updated by brands on occasions. Whilst we aim to have appropriate shipping options activated for each product please do contact us if your preferred option is not showing and we can confirm whether we are able to comply with any brand requirements or store policies to meet your preferred option.
Click & Collect
With the exception of Bikes, in stock Click and Collect orders will usually be available for collection within 2 hours of placing, and paying for, the order.
Bikes will generally require 24-48 hours in order to ensure assembly and quality control checks by our professional mechanics – we will contact you to advise specifically when your bike will be available for pick up
Unless prior arrangements have been made, any orders not collected within 60 days will result in the order being cancelled and an equivalent store credit less our standard cancellation/restocking fee of 15% will be applied to your customer account
Proof of identity/Authority to pick up may be requested at the point of pick up
Domestic Shipping
Within Australia, Standard Shipping will be $15 for orders under $250. Above this we provide free standard shipping (excluding bulky items)
Bulky items include, but are not limited to, Bikes, Frames, Wheels & Trainers which will be subject to a delivery charge determined by the actual courier cost
If you require Express Shipping please contact us and we will confirm the relevant cost and expected delivery performance from our shipping partner
International Shipping
Many of our brands restrict shipping to overseas destinations (including via freight forwarders within Australia). Where there is no such restriction we are happy to work with you to ship product internationally. Please contact us at info@pedalheads.com.au with details of the products you are interested in and international delivery address details to confirm if we are able to ship your requested items and obtain a shipping quote
Please note, for international shipments, any and all import duties, taxes or tariffs will be the responsibility of the purchaser – for the avoidance of doubt no such costs are included or considered in our pricing. Such costs will vary from country to country and it is your responsibility to research applicable rules for your particular country.
Shipping of Bikes
Where our brands allow, we will work with you to offer shipping on bikes.
Each of our brands has a different policy on shipping bikes (and such policies may change from time to time). Please contact us to discuss what options may be available including:
- Ship to a local dealer – we work with many other dealers around the country who may be willing to receive a bike on your behalf to then build and handover to you. We are all independent dealers, so there will be a labour charge from the delivering dealer. Where possible we will provide recognition for this in our pricing
- Ship to an independent mechanic/workshop/mobile mechanic – in some cases we may be able to ship to a local, independent, mechanic to professionally build and handover a bike to you. Again, where possible we will provide recognition for this cost in our pricing to you
- Ship direct to home – in some circumstances we may be able to ship a bike directly to you. Requirements and guidelines vary on this and in some cases the bike is required to be fully built for shipping – which results in a very large box and as a consequence the cost of shipping may be high or prohibitive
You are welcome to arrange shipping for bikes – in fact we strongly encourage it as it puts you in direct control of the whole process including cost, communication and performance. Where we do agree to make the shipping arrangements we will do so on your behalf and will charge no more than the actual cost.
All bikes that have been built by one of our workshop team undergo a test ride and Quality control process by a second team member to be accepted as ready for delivery with no observable faults or damage (the same as bikes delivered in store). The bike is then carefully packed and protected in the best way possible for delivery.
Due to the bike then being handled multiple times during the shipping and re-build process, PedalHeads strongly advises that the bike be fully checked over by a competent person such as a trained/qualified bike mechanic before riding. PedalHeads will not be held liable for any damage occurring during shipping or upon unpacking/rebuilding.
As an example, if the derailleur hanger becomes misaligned during transport/unpacking/rebuilding and it is not realigned before riding it may cause damage including but not limited to the derailleur, frame, paintwork & rear wheel
Home Delivery (Bikes)
PedalHeads is able to offer home delivery within 15km radius of our stores, at a location and time previously arranged and agreed. The bike will be delivered fully assembled and handed over to you by one of our team members. To the best of their ability they will answer any questions you may have. The cost for this additional service is a flat fee of $120
Shipping Performance
Whilst we aim to ship items efficiently and expediently we cannot guarantee the performance of third party shipping partners. We will not be held liable for any loss, damage or consequential losses arising as a result of delay or damage caused by our carriers or by any event that is out of our reasonable control, including but not limited to any delay caused by an incorrect delivery address being provided to us.
Please check the condition of the goods prior to signing and refuse delivery if it appears damaged. If you have received goods that show evidence of damage please record photographic evidence of the damage prior to opening the package and retain the packaging. Follow the instructions of the specific carrier to lodge a dispute with them (also informing ourselves).
Delays in delivery or other issues do occasionally occur, it is not something that we as a retailer are able to control. We also cannot bypass or queue jump the customer assistance mechanisms each carrier has in place. We will do what is reasonably within our power to assist in these processes and appreciate there can be frustrations (we also receive many deliveries in the course of our business – which are subject to the same issues). We find that the best and quickest outcomes often result from friendly, collaborative approaches between all parties to resolving issues and appreciate your patience.