What is an online marketplace? An online marketplace is a website (or app) that brings together people, businesses, and brands in one handy location. Hence BikeExchange is not an online store, but an online marketplace. We have no bikes, accessories or products in stock to sell. We provide the platform for bicycle retailers to offer their products to consumers, providing a one-stop shop for the consumer to find anything within the cycling industry.

Can I list my bike? Currently, our seller marketplace is only available for bike shops, brands, and retailers. Our marketplace is not open to private sellers.

Can I sell BikeExchange my bike? BikeExchange does not purchase used bikes. We are simply an online marketplace where bike retailers and brands can sell their products.

Is product XXX in stock? If a product is visible on our website, that means it is in stock and ready to ship!

Shipping and Payment

How much is shipping? Shipping costs are calculated at checkout based on your address and are different for every product. To check, simply add the product to your cart and enter your shipping address at the checkout page.

Order or shop in-store – what's better? With our marketplace, you have the choice in how to order. By browsing and ordering online, then picking up in-store, you get the added benefit of seeing the physical product and talking with an expert about it and about other parts, accessories or specialty services. That's the plus side of Click & Collect. Don't want to make the trip to a shop to pick up your items? Order online quickly and easily, and your items arrive at your chosen destination in no time at all. Done.

How do you ship? How long does it take? Shipping is organised and managed directly by the bike shop or dealer. Any shipping costs and timings are advertised on the product page itself, for example 'Ships within Australia'. When an item is added to your cart, you will be quoted an actual shipping cost based on your postcode, and an estimated delivery time, e.g. domestic: arrives within 3–10 business days.

Where can I pick up my order? You have to pick up your order from the bike store you purchased it from. When your order is ready for pickup, you'll receive an email from us with the address and opening hours.

How can I pay? You can pay by credit card (Mastercard, Visa). The entire payment process is handled by a trusted, world-renowned data security specialist to safeguard your personal information and provide peace of mind when buying online with us. Read more here.

What kind of payment is safest? What's the fastest? All payment methods offered on BikeExchange are safe and secure. Credit card payments are processed immediately.

Can I arrange a specific delivery date? In certain circumstances this is possible, and you will need to contact the bike shop directly to arrange it. Once the order has been handed over to the shipping company, the bike shop has no influence on the delivery, which is why we cannot provide a delivery guarantee. Most delivery companies provide a tracking number or online tracking service, which is a good way to see where your goods are at any time.

My order is not coming, what can I do? First, check whether you have received a 'product shipped' email. If not, contact the bike shop or seller to find out when the item was sent. If the item is already on its way, ask for tracking information to locate the shipment. If you have further issues, please contact us and we will help sort out the problem.

Do you sell bikes and/or accessories? BikeExchange is not an online store, but an online marketplace. BikeExchange does not hold any bikes or accessories in stock. We are an online marketplace where consumers, retailers and brands search for and display stock to buy and sell, in one handy location. BikeExchange doesn't sell the bikes and accessories itself – purchases are made from the inventory of our brand and dealer partners.

Who can advise me when buying a bike? BikeExchange can help you find what you need at any stage of the buying or research process with a phone call or email. In addition, our retail stores and brands can help answer any questions you may have about their products. They are the experts for all things bike-related and can offer you options to try, buy or alternatives to find exactly what you need at your price point. If you prefer reading and researching, our blog offers great buying advice on all sorts of topics.

I'm looking for a specific bike, how do I find it on BikeExchange? You can type the specific bike name and model into the search bar or use the category navigation. Feel free to reach out to us via phone or email.

Can I try a bike? Yes! If you have found your dream ride at a dealer or shop, you can test-ride it before you buy. Simply use the Test Ride option on the product page and make an appointment.

Do you have XXX in stock? BikeExchange itself does not hold any stock. If an item is out of stock on our site, please contact us or the retailer to see if there are other options and whether they have what you are looking for – bike model, size and/or colour.

How are the prices set? Can I negotiate with you? We do not set prices and have no influence on the prices set by bike stores or dealers on our site. They set their own prices, and the prices listed on the site are final.

Are there also bargains with BikeExchange? Our bike stores and dealers often have special offers for BikeExchange customers. You can often find previous years' models at a great price. BikeExchange also regularly runs promotions and special deals in partnership with stores and dealers, so check back regularly.

What does inquiry mean? On every product page you will find all information about the dealer or store offering the item on the right-hand side. There is a contact field where you can ask questions (inquire).

Do you have coupon promotions? There are often coupons or codes that can be redeemed during checkout. Our retail stores and dealers can also issue coupons or codes – please check their terms and conditions.

Ordering

How does the ordering process work? Choose the product you would like to purchase and check whether the seller offers the purchase method that suits you, i.e. buy online, Click & Collect or in store → add it to your cart, then choose to continue shopping or check out → add a coupon code if you have one → note the payment methods (Mastercard and Visa) → check out → once payment is accepted, the product is packed, assembled and either ready for collection or sent directly to you. At any stage during this process, if you have questions, you can contact BikeExchange or the bike shop or dealer directly. Feel free to read our Buy with Confidence and Privacy and Security information to know that your payment and personal details are kept safe and secure.

Do I get an order confirmation? Yes. Using the email address you provided, we will keep you up to date throughout the entire ordering process, from order confirmation and payment received to shipping and/or collection and feedback. Your invoice is also your confirmation. We recommend you keep a copy as proof of purchase in case you have any queries or need to contact the seller or us.

How does Click & Collect work? Click & Collect combines the benefits of online ordering and buying in-store. You can make your selection online, put the item in your cart, choose Click & Collect and pay securely. Then you can pick it up at the bike shop at your convenience. This saves on shipping costs, and you can talk to someone in store about your product, which is very helpful, especially with technical equipment. For bicycles in particular, Click & Collect is a great option, as the bike can be expertly set up by the dealer. You can arrange a pickup with the shop and be sure that your bike is ready to ride. You can read more about Click & Collect here.

How does the 'in-store' purchase work with the bike store? Just the same as if you were in the bike store. You can make a pre-selection on our online marketplace and confirm whether the bike store has the exact product you are looking for – size, colour, components, etc.

What about shipping costs? Shipping costs depend on two things: 1) whether the bike store offers free shipping, and if not, 2) the size, weight and value of the order. Our bike stores calculate the shipping costs accordingly, and these charges are added to the total amount of the order.

Can I order different items from different shops at once? Yes, you can. Please check the shipping costs of your order in the shopping cart, as there will be a shipping fee for items purchased from different sellers. Combined shipping for a single order from multiple bike shops is not possible.

Is there a minimum order? No, no such thing!

I'm looking for something specific but cannot find it on BikeExchange. Can I still order it? Many retail bike stores do not put their entire product range online. If you contact the dealer directly, you may discover previously undiscovered treasures.

The product I bought does not fit, what do I do? Too big, too small, perhaps damaged in transit? Returns are possible within 14 days of ordering the product. Contact us and the bike shop to clarify the process. The cost of a return or size exchange is usually paid by the buyer. Read more about 'Returns' here.

My order has not arrived, what do I do? First, check whether you have received a 'product shipped' email. If not, contact the bike shop or seller to find out when the item was sent. If the item is already on its way, ask for tracking information to locate the shipment. If you have further issues, please contact us and we will help sort out the problem.

BikeExchange Concierge

What bike suits me? It's a common question: what bike do I need, what bike should I buy? Don't worry, we can help – just contact us! Alternatively, you can read our helpful guides on the blog, such as Choosing the Right Bike, Bike Frame Materials Explained or Understanding Bike Geometry Charts.

E-bikes – I don't know much about them, help? Don't worry, we have you covered. Check out our e-bike buyer's guide, where you'll find everything you need to know about e-bikes. If you have any questions, your local bike shop or e-bike dealer will be happy to help, and so will we – call us! Here is some additional information about e-bikes: How E-Bikes Work and The Best Entry Level E-Bikes.

Which children's bike is right for my child? A child's bike must meet special requirements, mostly depending on age, size and ability. We have created an easy-to-use guide – The Ultimate Guide to Kids Bikes – to make buying your child's next bike easy and effortless.

What accessories do I need? That depends on several factors – how much time you spend on the bike, where you ride, the season and whether you are travelling. Some basic accessories you should always have with you:

• A helmet (always)

• A repair kit (spare tubes and a pump/CO2)

• Appropriate clothing (rain shell, arm warmers)

• Sunscreen

• Water bottles

• Nutrition – food, gels, bars or something to eat just in case

General Information

Do I have to assemble the bike myself? Most new bikes are pre-assembled and shipped in a special bike box that requires some minor assembly once received. You will likely need to insert the seat and seat post, install the front wheel, align and tighten the handlebars and fit the pedals. For safety reasons, we highly recommend having a local bike shop check your work before you ride your new bike.

What tools do I need? It is best to check with the bike shop during the order process what you are expected to do and which tools you may need. The most common tools for bike assembly are a set of hex/Allen keys (metric, usually 2.5, 3, 4, 5, 6 and 8 mm), a torque wrench with hex bits, Phillips and flat-head screwdrivers, snips or scissors and a bike pump. Some models may require specialty tools, so it's best to check with the seller before your item arrives.

Where can I find more information about cycling? BikeExchange has a fantastic (if we do say so ourselves) blog with interesting and relevant information on all things cycling: easy-to-read buyer's guides, bike and tech reviews, industry news and race results. Head on over and have a browse!

Do I have to rate my order? No, you don't. We are always happy to receive positive and constructive feedback, as well as suggestions on how we can improve our service to you and the cycling industry.

Do I get a guarantee? Most bike brands provide a solid (lifetime or multi-year) warranty on frames and a one- to two-year manufacturer's warranty on parts. Your bike shop will be able to give you full details of the warranties and guarantees relating to your purchase.

I have more questions, how do I get in touch with BikeExchange? Great, we'd love to hear from you. Our team is available by phone and email Monday to Friday: +61 (0) 1300 471 320 or info@bikeexchange.com.au. We look forward to hearing from you.