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Customer Service

Please use the contact form below to contact us, alternatively contact your nearest 99 Bikes store.

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99 Bikes Head Office
3 Light St, Fortitude Valley QLD 4006
ABN: 87 123 966 665
Email us: support@99bikes.zendesk.com

Text us: 0451 266 644
Call us: 1800 951 220
Mon-Fri 8am-6pm AEST

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FAQs

Club 99

What is Club 99?

Club 99 membership gives you access to exclusive pricing and benefits. Learn more

When will I get my welcome email?

You will receive your welcome email within a few days of joining Club 99.

Does Club 99 membership expire?

No, it's a lifetime membership.

How much does Club 99 cost?

The one-time fee to become a lifetime member of Club 99 is $5.

When will you send my $25 Gift Card?

$25 gift cards for Club 99 members who spend over $500 each financial year will be sent at the beginning of July each year.

I joined Club 99 in-store. How do I shop online?

As a Club 99 member, when you shop online for the first time you'll need to create an account. Be sure to use the same email address you used in-store when originally signing up.

Payment

Can I use a gift card online?

We currently only offer 99 Bikes gift cards as an in-store payment method and they can only be purchased in-store.

What payment methods can I use in-store and online?

You can pay online and in-store with a variety of payment options, you can comfortably pay online using Visa and Master Card knowing your payment is secured by eWay. Learn more

What is Afterpay?

Afterpay is a both a payment method and finance option available online only for orders under $1000 that splits the total balance into four easy payments across eight weeks with fortnightly instalments. Learn more

What is Zip?

Zip is both a payment method and finance option available in-store and online. Zip offers two finance options, one for orders under $1000 and the other above. Learn more

Shipping

Can I order a bike for home delivery?

Yes, we do offer bike shipping on certain brands. See our Bike Shipping section or Large Goods for more information.

Do you offer international shipping?

We currently don't offer shipping outside of Australia.

Where can I find my Tracking Number?

Once your order is shipped, we'll email you your tracking details. You can check the status of your order by logging into your account. Track your delivery

What is a Split Order?

Due to our various locations and stock availability we may from time to time ship your order from more than one location. Don't worry we'll notify you if your order will be coming from more than one location.

How long will my order take to be delivered?

Depending on the delivery option you selected, your order can take anywhere from 1-21 business day. Please refer to the Delivery Times for an more accurate estimation.

Do I have to sign for my delivery?

Unless you selected the "Authority To Leave" checkbox at checkout, you'll need to sign for your delivery.

Click & Collect

What is Click & Collect?

Click & Collect is a online delivery options that allows you to buy items online and head in-store to your local 99 Bikes store to collect your goods once they are ready.

How long till my order is ready for collection?

Depending on your purchase your order can be ready for collection anywhere from the same business day up to seven business days. If your products are in stock they'll be ready for collection the same business day or next business day. With out of stock goods this can take up to two to seven business days before collection is ready as we transfer the goods to your selected location. Bikes take an extra 24 hours, while our qualified mechanics build your bike, in most cases your bike should be ready for collect within one to two business days.

How do I get an update on my Click & Collect order?

The store you elected to collect your order from should keep you updated on your order, either through email, sms, or phone. If you are having troubles receiving updates, please contact the 99 Bikes store you elected to collect your order from.

What do I need before heading in-store to collect my order?

All you need is the tax-invoice or receipt number you should've received with the order confirmation. Before heading in-store, please confirm that you have received a notification saying your order is ready from the 99 Bikes store you selected to avoid any disappointments.

Returns

Can I have to return or exchange an item?

Yes, you have 30 days to return or exchange an item if the goods provided meet the Returns / Exchange conditions and a proof of purchase is provided. Learn more

How long do I have to return or exchange an item?

You have 30 days from the purchase date to return or exchange your goods at any 99 Bikes store or online, if purchased online.

How do I return or exchange an item?

If the item was purchased online please see our online returns process here. If you purchased your items in-store, just head in-store again and our consultants will help process your return. See our in-store returns conditions here.

Can I return an item if I do not have the original packaging?

No, we will only accept returns and exchanges if the product is returned in it's original saleable condition and packaging.

What is original saleable condition and packaging?

Items intended for return or exchange must meet the follow criteria:

  • Items must not be used / worn
  • Items must not be damaged
  • Items must be in original packaging
  • Items must have tags attached where applicable
  • Items must be in a saleable condition

Warranties

How do I claim a warranty on an item?

You can either claim a warranty by contact us here, or by contacting the supplier directly in regards to the item that is faulty.

What do I do with a faulty item?

If you have a faulty item, that you would like refunded, repaired or replaced, please complete our contact form found here or visit your nearest 99 Bikes store.

Can I return a faulty Garmin product?

Yes, if it meets Garmin's warranty policy found here.

Checkout Enquiry

Can I purchase goods and have them shipped internationally?

Unfortunately, we do not currently support international shipping and suggest that you do not proceed with an order unless you're located within Australia.

I need help with Checkout, who can help me?

If you're experiencing issues whilst in the Checkout process please contact us via the live chat, that when active is located in the bottom right of your screen. Or, use the customer service contact form here.

An item is in-stock but when I add it to cart, an out of stock error appear?

If an item is showing in-stock and then out of stock in the Checkout process, it means that the product has sold out during your shopping experience and we will be unable to fulfil your order. If you're experiencing another issue please contact us.

My order processing experienced an error, what do I do?

Please contact us via the live chat, located in the bottom right of your screen. Or, use the customer service contact form here.

Price Beat Guarantee

What is the Price Beat Guarantee?

Our 5% Best Price Guarantee is our commitment that we offer the lowest price. If you find a cheaper price, we will beat it by 5%. This applies to any product that meets the criteria found here.

Can I claim a Price Beat on a Bike?

Yes, if the bike is an exact-match, new and in stock available for shipment or within 100kms of your 99 Bikes store.

Can I claim a Price Beat on any item?

Yes, if the item is new and an exact-match. The also must be in stock available for shipment or within 100kms of your 99 Bikes store.

Does the Price Beat Guarantee include discounted prices?

No, the Price Beat Guarantee doesn't include prices that have been discounted by a variety of means. Learn more.

How do I claim a Price Beat online and in-store?

Please contact us using this form, or on either the product page. If you'd like to claim a Price Beat, just bring all the relevant information into your 99 bikes store and speak with a Sales Consultant and they'll be able to process it on the spot.

What is excluded from the Price Beat Guarantee?

  • Overseas websites and retailers.
  • Stock liquidations, advertising errors or misprints, commercial quantities, bonus offers, coupons, or cash back offers.
  • Marketplaces like eBay, Gumtree, Facebook, and Amazon.
  • Grey imports that don’t include an Australian manufacturer’s warranty.
  • Non-shippable products from competitors that are over 100kms from your 99 Bikes store.

Perfect Ride Guarantee

What is the Perfect Ride Guarantee?

The Perfect Ride Guarantee, is our guarantee to ensure your 100% with your new bike. if you’re not completely satisfied with your new bike you have 30 days to swap it for free! You can either exchange it for a bike of greater value and pay the difference, or exchange it for one of lesser value and we will refund you the difference.

How do I claim the Perfect Ride Guarantee?

Just head into your nearest 99 Bikes store within 30 days from purchase and our Sales Consultants will help you. We recommend checking the terms and conditions before heading in-store.

What are the Exchange Guidelines?

If you think you may want to exchange your bike for any reason we recommend:

  • Do not race on your bicycle.
  • Avoid trails or situations where you may fall.
  • Do not ride in wet conditions.
  • General Wear Guidelines.

What is consider wear and is still acceptable?

The following conditions constitute minor wear and are acceptable for exchange:

  • Tire Wear.
  • Chain Wear.
  • Handle bar tape wear.
  • Minor dust on the frame.
  • If your bike does not meet these guidelines, you may be charged an additional fee to exchange bikes.
  • In the case of major wear or damage (scratches on frame, damaged components etc) any exchange will take place at the discretion of 99 Bikes.

Sizing

What is my bike size?

You can find your bike size by using this guide. You'll also receive a free Bike Fit with every new bike to ensure that the bike is setup correctly and fits.

What is my helmet size?

To find your helmet size please use this guide, that shows both sizing and how to measure your head for a correct fit.

What is my shoe size?

Find the right size for your cycling shoes and shoe covers using this guide. Be sure to measure your foot using our guide.

What is my clothing size?

You can find your clothing size using this guide, with measurements for both mens and womens cycling clothing.