Frequently Asked Questions
How long will it take to receive my order?
For full shipping details please visit here.
My order hasn't left yet what should I do?
Whilst we attempt to hold every item on our website in stock, due to high volume turnover and human error we occasionally run out of stock in some lines. Re-stocking normally only takes 1-3 working days and you will receive a shipment confirmation email with all your shipping details once it has left our warehouse. If your order is taking much longer than expected please contact us to look into it further for you.
I just tried using a discount code but it is not working. Help?
1. If you signed up to our newsletter or registered an account after you place your order, unfortunately you cannot use the code. The code can only be used on your next order.
2. Make sure you are logged into your account or set up one if you don't already have one.
3. Check the minimum spend on your voucher ($49 for our sign up code)
4. Please note only one code or voucher can be used in the system at a time.
5. You can only use each code once.
What is your return and exchange policy?
We offer a hassle free 365 day return policy. For further details please visit here.
What if the item I received is incorrect or damaged?
At Velogear we will rectify any products delivered damaged or faulty, or errors in supply. Please refer to our returns policy for more information and to find the return details.
Please include a copy of the invoice that accompanied your order plus a photo/video of the damaged item or incorrect item received.
Do you offer warranty?
All of our suppliers cover any fault, defect or failure occurring as a result of the manufacturing process. The warranty period will vary by product and manufacturer.
For further warranty information please visit here.
If you need to submit a warranty claim please email us with a copy of the invoice that accompanied your order plus a photo/video of the damaged item.
I have a technical question. Can you help me?
Please note we only have a part time mechanic that works 1-2 days a week and sometimes even they are unable to answer you question.
So please note responses to technical questions could take up to 3 working days.
We also highly recommend checking out this website which may be able to answer your question http://sheldonbrown.com otherwise google has a lot of information available too.
What happens if I have made a mistake on my order. Can I change it?
We are able to change your order up until the point at which it is despatched from our warehouse. Once this point has passed, unfortunately no changes (including the delivery address) can be made.
If you have made a mistake on your order, or would like to add items, please contact us at [email protected] as soon as possible after placing the order.
I need help with sizing of a product. Where can I find this information?
Most products on our site will have a sizing guide. We do our best to give you a good idea of what size you require for a particular product. If you would like specific sizing information for a product you can email [email protected] and one of our team can measure your requested item and get back to you otherwise please google the information - there is so much information available, especially on the brands websites.
Do you offer a Lowest Price Guarantee?
Yes we do! Please see full details here.
Do you deliver outside Australia?
Yes, we now deliver to most countries worldwide. For further details please visit our International page here.
Do you offer pick ups?
Yes we now offer pick ups in store at our Factory Outlet - Unit 4/11 Urban St, Braeside. Open 8am - 4pm Mon to Fri. Or feel free to test ride one of our bikes today at the Factory Outlet and ride away a built bike with no more to pay!
Do you sell online only?
We are both an online and outlet store. Please click here for our physical store location and details. Our retail store and online website carry different stock ranges so please contact us before coming in store.
How much can I expect to pay for delivery?
Our shipping cost appears in the order process just before you checkout…so you can confirm all costs before you need to complete the purchase.
How can I contact you?
The quickest and easiest way to contact us is via email on [email protected] 24 hours a day. We will always endeavor to respond as soon as possible, however, our office hours are between 8am - 4pm Mon to Fri.
How do you secure my payment details?
Velogear does not directly store or process your credit card or bank details. We offer numerous secure payment methods including bank deposit, direct deposit, Paypal, credit card which are all handled by fully compliant financial institutions. For full details and security & compliance checks please visit our payment page here.
What if the store is actually out of stock out of my item after I place my order?
If we can not fullfil your order, we will do our best to offer you a different item that will satisfy your requirements.
Do you ship to PO BOX’s?
Yes we ship to PO BOX’s. However, items such as bikes and bike cases that are shipped via a courier will need to be sent to a physical address.
Do you do back orders?
Yes we do. If an item is out of stock we will notify you as soon as possible to ask if you would like a free upgrade to a superior item, a store credit or a refund. If the item is in stock shortly, and you are in agreeance, then we are happy to do a back order for you.
I am having trouble using the search function, what can I do?
Our product database contains a massive range of titles sourced from suppliers in Australia and around the world.
If your search result returns too many titles, try using more specific search keywords, or filter your search results on the top right hand side of screen.
As an alternative to searching, try browsing to your item via the top category tabs and then using the subcategory menus on the left hand side of the page. You can also search by Product Brand.
Do I need to enable cookies on my browser?
A cookie is a small amount of data that is sent to your browser from a web site and is stored on your computer's hard drive. If your browser's preferences allow it (most browsers are installed with cookies enabled), each web site can send its own cookie to your browser. To protect your privacy, cookies do not store personal information but instead use anonymous unique identifiers. Each web site can only access the cookie they have sent to your hard drive, not the cookies sent by other web sites. You need to enable cookies on your browser to enjoy all the shopping features at Velogear. If you share your computer with others and you do not want them to have access to your account information, be sure to log out before leaving your computer unattended.