FAQ

Frequently asked questions

COVID19 LOCKDOWN

Can we shop online during the COVID19 Lockdown?


Yes. Orders for non-essential orders will be processed and dispatched once the lockdown is over.




I am an essential service worker and/or my order is for transport purposes. Can I get my order during the lockdown? If so, how?


We have received assurance that we can either courier out to you or arrange for you to collect them from outside of our stores. You will need to call us so that we can discern the best way to make that happen. This is an on-demand service only and we will determine ultimately the timing for delivery to avoid or minimise risks for our crew having to travel to fulfil orders.




How can we reach Bikes and Beyond during the shutdown?


Anyone and everyone are welcome to call us during normal business hours or text message if contacting outside of office hours. Newmarket: 022 542 1514 Devonport: 022 353 4534 Waiheke Island: 022 050 2233 Queenstown: 022 215 1200 All calls come through to a real person: Chris or Darleen or Stan.




Can I get my bike repaired?


Our Tech team is dedicated to helping if you need your bike to get around and certainly if your bike is for essential travel such as going to the supermarket, pharmacy or to visit a medical professional. During the lockdown period, we will prioritise repair support for Essential Workers first. The best thing is to call us so that we can arrange the best time and place for you to drop and lock your bike outside our store.




What is the procedure to get my bike repaired?


1. Call to speak with one of our Techs online (quick diagnosis chat) 2. We will advise date and place to drop and lock your bike. 3. We will disinfect bike and take into the store to repair 4. Our crew will: a. Work on the bike, b. Advise works done on the work order c. Email work order and invoice for payment, d. Lock your bike outside with one of our own locks. 5.You send us proof of payment by phone and we advise the code to unlock your bike In order to protect our crew, we humbly ask that you: - Remain outside of the stores at all time - Maintain a good 2m distance if you encounter other lovelies while outside - Allow our crew to just get on with their work - they are likely to have full work plans and we will want to get thru it so that this essential work is completed as quickly and as efficiently as possible




How do I make payments?


We ask customers to pay online with the bank transaction. We are not able to accept cash or crayfish as payment during the lockdown.




Can I still hire a bike?


Yes. These can be made available for long-term hire. Priority is given for Essential Service workers for whom a bike is the principle mode of transport during the lockdown period.





DELIVERY

How long will it take my order to arrive?


Delivery of online orders typically take 3-4 working days to arrive. Please allow an additional 1-2 working days for rural delivery or bulky items. Delivery times will also be impacted by statutory holiday day closures.




Only part of my order has arrived?


To ensure we can give you the best possible prices, many of our products are shipped to you from our different warehouse locations. This means that your order may arrive in separate parcels. If you have not received your full order within 7 working days, please contact us here.




My order hasn't arrived yet?I


f your order hasn't turned up within the expected delivery time frame, we recommend calling the courier company on the tracking details emailed to you as a first step. If you're still having trouble, or haven’t received tracking information, please contact us here




Do you deliver to PO Boxes?


Unfortunately we are unable to deliver to PO Boxes. Please provide us with a physical address.




Do you offer International Delivery?


Yes. Please see our international delivery page here.




Can I get a bike delivered?


Most bikes we sell must be collected from an Evo showroom. Due to warranty and safety regulations, we like to make sure that the bikes have been built and checked over by a qualified mechanic before leaving the store.





PAYMENTS

What forms of payment do you accept?


We accept a wide range of payment types. We accept all major credit cards, bank deposit via POLi, a number of short term split payment options and also offer long term finance. Learn more about accepted payment types here




Do you offer Interest Free Finance?


Yes. If you have an existing finance account with GEM or Q Card, you can purchase online by selecting the finance provider as the payment method in the checkout.




Can I pay with a gift card online?


Yes, gift cards can be redeemed in the checkout. Simply apply a gift card when placing your order online. Please note, for split payments with gift cards, we only accept credit cards as the secondary payment method.




Are the prices on your website in New Zealand Dollars?


Yes.





WARRANTIES

Is the item I purchased covered by warranty?


Everything we sell is covered by a manufacturer warranty.




Can I return my order if I need to?


Please check out our Policies page for more information on returning products. Returns can be couriered to us, or dropped into our showroom at 53 Davis Crescent, Newmarket




Can I return the product if I'm not happy with it or change my mind?


Please choose carefully as we are not legally obliged to accept returns or exchanges unless the product is damaged on arrival or is not as described. A 10% restocking fee may be charged for returned due to ‘change of mind’. We will not accept returns of products that are damaged, used or are missing original packaging. For more information about returns, exchanges & warranties, please refer to our policies.





GENERAL

Will the product be exactly as I see it in the image?


While every effort is made to ensure that our product images are accurate, please be aware that colours may vary slightly from what is shown, and from time to time parts may also vary due to supplier availability and manufacturing variations. If the product that arrives is not as expected, please contact us so that we can find a suitable replacement and update our website listing.




Are all products available online also available in all Bikes & Barbers stores?


Not always. We carry over many products online, not all of which will be available in our retail stores. Due to stock availability, there are also some products available in stores which are not sold online. Please call the store ahead of time to check what you are wanting to purchase is available there.




The product I'd like to purchase is out of stock - will you be getting more in?


We'll always try our best to get something in for you, even if it is out of stock on our website. Please email us here and include a link to the product you are interested in.





ORDERS

Where is my order?


If you have placed an order on our website, you should have received an order confirmation email with an order reference number. Once we have processed your order, we will send you an update email that will include courier tracking information. If you have not heard from us within a reasonable amount of time, please contact us with your order reference number and we will look into your order progress for you.




Do you do special orders?


Absolutely! We’d be happy to help find a product(s) for your requirements. Whether it’s a specific item you are looking for, or need help on a big bike project, we’re here to help. Contact us here.




I've made a mistake on my order. Can I change it?


Please call us immediately on 0223534187




Can I make an order over the phone?


Absolutely! Our customer service team is more than happy to help you with your order over the phone. Please call us on 0223534187




How long will my pre-order take to arrive?


Products for sale via pre-order will have varying arriving times. Normally, these will be outlined upfront when purchasing, but may also be influenced by further delays outside of our control such as shipment delays or delays at customs. We will keep you updated if you have something on pre-order with us. If you have any questions please contact us here for an update.





OUR UNIVERSE
EXPERIENCE
FOLLOW US
JOIN OUR NEWSLETTER

© 2020. Proudly created by Team Bikes & Beyond

0