Need a little help? Here are our frequently asked questions.
Q: How much do you charge for shipping?
A. Orders over $99 are eligible for free shipping - excluding bikes.
Orders under $99.00 have a flat rate of $10.00 for standard shipping and $15.00 for an Express post shipping service. Both services are sent via Australia Post.
Q: How much do you charge for shipping wheels?
Wheels are delivered by our courier service. Costs for Wheels shipping are $25
Q: How much do you charge for bike shipping?
A. Bikes are a bulky and are delivered by our courier service. Costs for bike shipping are as follows;
Adult Bikes $299
Kids Bikes $149
Scooters $49
Please note, all bikes can be picked up free of charge from our Rozelle Store where we can also take you through and overview of the bike.
Q: Do you ship overseas?
A: No, we only ship within Australia.
Q: How can I pay?
A: We have a bunch of ways to pay; Paypal, Visa, Mastercard, AMEX.
Q: Do you sell gift cards online?
A: Yes we sell gift cards are for online purchases only. Gift cards are delivered by email and contain instructions to redeem them at checkout. Our gift cards have no additional processing fees. Please view our gift card here
Please note: these online gift cards can only be used online at our website and can't be redeemed in our store.
Q: I can't find the part or size I need, can you order it in?
A: We may be able to! We physically cannot stock everything and sometimes we run out of sizes. If you can't find what you are looking for, please use the Contact Us form and one of our team members will get back to you as soon as possible!
Q: Are all items online available in your physical store?
A: Yes. If you see something online, choose click and collect at the check-out and you can come and get it.
Q: Has my order shipped?
A: As soon as your order has shipped you should receive an email with all your tracking details. Please bare in mind we do not operate on weekends or public holidays.
Q: Why isn't my tracking number working?
A: It's okay! Sometimes tracking numbers take up to 24 hours to scan in to the postal companies system. Please contact us directly if you have any concerns.
Q: Can I exchange or return my item if it is the wrong size or incorrect part?
A: We understand that finding the perfect fit is not always easy so we are happy to assist you with an exchange provided the below criteria is met.
The item must be returned within 21 days in the condition sold to you; un-used and with all tags attached.
Q: What if my item arrives damaged or defective?
A: Let us know straight away! Please reach out to us at sales@velofix.com.au, and we'll get back to you asap! We will need your order number, the email address you used to place your order and we will need photos attaches to the email clearly highlighting the issue.
Q: How do I return an item?
A. To request a return, please email us with your name, number and order number. Your order number will be begin with #VELOFIX - an example is #VELOFIX1002.
Once we have received your return request we will advise of the next steps. All returns need to be advised within 21 days of purchase.
Q. Is this item in stock?
A.YES! Any item that you can add to your cart we currently have in stock (when the ‘add to cart button’ is displayed).
Q. How can I contact you?
A. The easiest way to contact us is via email on sales@velofix.com.au 24 hours a day. We will always endeavour to reply as soon as possible, however, our store hours are between 10am - 6pm week days AEST. You can alternately use the chat icon on the bottom of this page as well, but remembering we are only available during shop hours. If you have an immediate question please call us during shop hours on 02 9555 4666
Q. Can I pick up from the store?
A. Yes. Once you have purchased and selected click and collect, you will get a confirmation email to say it’s ready for pick-up.Come and see us in Rozelle. Our opening hours are Monday: 10am-4pm. Tuesday-Friday: 10am-6:30pm and Saturday:10am-2pm. We are located at 736 Darling Street, Rozelle, NSW, 2039
Q. Are all my details secure with Velofix?
A. Yes, your personal and order information is secure with Velofix. We use a secure, encrypted shopping cart to ensure all your personal and banking details are kept safe. Our systems don't store your full banking information. We use a Secure Online Payment Gateway for all our online transactions.
Q. Can i book a bike fitting online?
A. No. But please contact us using the email link and our professional bike fitter will be in touch as soon as possible to arrange a suitable time and date that works.
Q. How long does the bike fit last?
A. The bike fit lasts for approximately 3 hours. Please bring your bike(s) and comfortable cycling clothes (knicks if you wear them) and your cycling shoes.
Q. What level of bike service should I choose?
A. Our most popular is the Platinum level. If you click on the bike servicing tab on the webpage, it will show you the different levels of service available. We also offer bespoke mechanical support outside of the set service levels. When you book the bike in, it will allow you to choose a “other services” option, where you can briefly explain your requirements. When you drop your bike in, we will give you a quote and scope of the work.
Q. When should I drop my bike in for service?
A.If you drop it in on the day of service, please drop it in before 11am so that we can guarantee completion of works on that day. Please note you can drop it in the day before.