FAQ

General Questions

Do you have a physical store where I can test ride?

No, we do not have any physical store. We are an online supplier of electric bikes, so our brand-new bikes will be supplied in boxes. All of our electric bikes will be provided with an assembly instruction manual.

Can I come to your warehouse to check the bike or pickup?

No, you cannot visit to any of the warehouses. We are an Authorized Online Retailer of respective brands and our suppliers have warehouses Campbellfield and Knoxfield in Victoria, Arncliffe in New South Wales and Varsity Lakes & Burleigh Heads in Queensland.

Can I order over phone?

Yes, you can order over phone. Please call us at (07)5641 2252 Monday to Friday 09:00 AM to 05:00 PM. Be ready with your credit or debit card details.

Is it safe to order online?

Yes, we are an Australian based company and committed to ensure your online security when buying on our website.

Do I get really receive my electric bike when order online?

Yes, of course. We are real people and not the scammers. We guarantee to deliver your electric bicycle, electric scooter, electric skateboard or any ebike accessories to your doorstep within maximum of 14 days. Otherwise we will refund your full money.

How can I calculate bike size?

Please refer Calculate Bike Size page to get an idea of a bike size. 

Do you ship overseas?

Unfortunately, we do not ship to any overseas location at the moment. We only sell in Australia.

Do you deliver to PO BOX address?

Unfortunately, our delivery services cannot deliver to PO BOX addresses. Please mention your street address when order otherwise we will not be able to deliver.


Order & Delivery

How do I know that my order is confirmed?

As soon as you place your order, you will receive an order confirmation e-mail. This means that we have received your order in our system and pre-authorized your credit/debit card or Paypal account for the purchase. As soon as we receive your order, we automatically reach out to our suppliers to confirm that item is in stock and available for immediate shipment. If your item is on backorder or unavailable, we will void the pre-authorization and reach out to you via e-mail.  If your item(s) are available for immediate shipment (within 5 business days), we will process the charges and submit the order for shipment.

How do I know that my order is shipped?

If your order is in stock and we process the charges to your credit/debit card or Paypal account, it will ship within five business days from the date of your order.  We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provide when checking out. If you do not receive tracking information from us within six business days of your order, feel free to follow up with us at order@ebikespro.com.au

How much does the delivery cost?

Add your item to cart and enter postcode to calculate the estimated delivery cost. Actual delivery cost is calculated at the time of checkout. Delivery cost vary based on the size of the item, as well as where it’s being delivered. All ebike accessories will be delivered free of charge. Check approximate delivery charges here.

How long will my delivery take?

Estimated Delivery Time Frame for electric bicycles, scooters and skateboards:
VIC – 3-5 Working days
MELBOURNE METRO – 1-5 Working days
ACT – 4-9 Working days
NSW – 4-9 Working days
SYDNEY METRO – 2-5 Working days
QLD – 4-6 Working days
SA – 3-5 Working days
TAS – 5-10 Working days
NT – 7-10 Working days
WA – 5-10 Working days
Please allow up to 14 working days for your delivery

Can I cancel my order?

Yes, you can cancel your order. Please contact Customer Support at support@ebikespro.com.au for assistance.
All orders cancelled after 24 hours are subject to a $100 administration fee, whether or not your order has shipped.  If you order has shipped, you (the buyer) will also be responsible for actual return shipping charges. Refunds will only be issued to the original credit card, debit card or bank account that you use when placing your order.

Can I make changes to my order?

We will always make our best effort to accommodate any changes. Please contact Customer Support, support@ebikespro.com.au, who will assist you with your query.

My order hasn’t arrived, what now?

If your order hasn’t arrived, please contact Customer Support at support@ebikespro.com.au, and we will look into it for you.

Who’ll deliver my order?

Our suppliers distribute throughout Australia via StarTrack, TNT, DirectFreight, TransDirect, FedEx, UPS, Australia Post, DHL and Hunter Express.

Does someone need to be home to accept delivery?

If you won’t be home, transport provider authorizes to leave the delivery at a safe location.

Do you deliver overseas?

We can only deliver to Australian addresses.

I’m having trouble ordering online, can you help me?

If you’re having trouble buying products online, contact Customer Support at support@ebikespro.com.au for assistance.

How do I remove a product from my cart?

On the cart page, click on ‘Remove’ beneath the product name and it will remove the product from the cart.


Payment

What methods of payment do you accept?

Payment can be made by PayPal, Visa, Mastercard, AMEX via PayPal. You can contact support@ebikespro.com.au if want to pay via bank transfer.

When will I be charged for my order?

Payment will be processed immediately following a successful transaction.

Are my personal details safe?

Yes, read more about our commitment to protecting your privacy and personal information in our privacy statement

Can I pay with PayPal?

Yes, PayPal is available as a payment option for online orders.

Can I pay in instalments or AfterPay?

Sorry, we do not support AfterPay at the moment.