Frequently Asked Questions
Shipping & Delivery
Please note we are unable to ship bikes, we do however offer Click and Collect from our physical Bicycle Superstore location.
Bicycle Superstore offers you the option to either choose delivery or click and collect from our Bicycle Superstore physical store at check out.
Please note: All Bike orders can only be Click and Collected from our Bicycle Superstore physical store. There is no home delivery for Bikes. All bikes are assembled by one of our qualified bicycle technicians and therefore must be picked up.
1. We’re pleased to offer free delivery nationwide on all orders over $100.
1. Orders under $100 will incur a $5.99 delivery fee nationwide.
1. The Click and Collect option is free.
1. All oversize, overweight items will incur a $20.00 shipping fee (this pertains to Baby seats, Bike racks, Bike Trailer, Trainers)
All orders are dispatched with Courier Post.
While most orders are processed and collected by the courier the same day of business, please allow 2-3 business days for delivery. Rural and some residential areas may require an additional day(s) for delivery.
You can track your order at http://www.courierpost.co.nz enter your tracking code (provided in your 'Order Confirmation’ email)
Further Details:
1. We strongly advise all customers to check goods thoroughly upon delivery before destroying packaging or removing any attached tags.
1. To see where your order is at in the delivery process please use your Track and Trace number sent in your order dispatch confirmation email.
1. Please supply a delivery address where someone will be present to receive the delivery. A signature is required for your delivery.
1. Unfortunately we do not currently offer delivery to PO Boxes.
1. Deliveries are made Monday to Friday.
Note: We do not ship internationally, this site is for NZ residents only - we have a separate site for Australian shoppers at bicyclesuperstore.com.au
Delivery Charges We’re pleased to offer free delivery nationwide on all orders over $100. Orders under $100 will incur a $5.99 delivery fee nationwide We strongly advise all customers to check goods thoroughly upon delivery before destroying packaging or removing any attached tags. For further information contact us at: takapuna@bicyclesuperstore.co.nz
WARRANTY & RETURNS POLICY: Refunds and Exchanges
At Bicycle Superstore, we offer a flexible returns policy and are happy to accept items back for a refund or exchange if items purchased don’t fit or the items are damaged/faulty upon receipt.
1. Goods cannot be returned or exchanged if the customer has simply changed their mind.
1. Refunds and exchanges are permitted where the goods purchased do not perform as advertised.
1. Refunds & Exchanges will only be offered on full priced items only.
1. Unfortunately sale or discontinued items cannot be exchanged or refunded.
How do I make a Return to Bicycle Superstore
ALL RETURNS MUST BE MADE DIRECTLY WITH YOUR LOCAL BICYCLE SUPERSTORE PHYSICAL STORE
All return enquiries must be made directly to the Bicycle Superstore location associated with your order. Please contact the Bicycle Superstore location associated with your order before returning the goods by post.
For online orders your preferred Bicycle Superstore location associated with your order (chosen by you at checkout) will be outlined on the top your Order Invoice. This will be visible on your order confirmation email or can be located by logging into your Bicycle Superstore online account and viewing your order history.
If you cannot locate the Bicycle Superstore location associated to your order, please call: Bicycle Superstore Customer Service Team on 0800 999 499 (9am-5pm weekdays) or on email: customerservices@sheppardcycles.com
All Returns Must Have A Completed RMA Form
Our online Return Merchandise Authorization form must be completed and returned with the goods to the correct Bicycle Superstore location, in order to process a return: Return Merchandise Authorization (RMA) form.
Goods must be returned to the original Bicycle Superstore location your purchase was made from along with a completed copy of your RMA form and receipt proof of purchase , either by:
1. Physically bringing the items to the correct Bicycle Superstore location (outlined on your invoice) or
1. Sending them back to the correct Bicycle Superstore location (outlined on your invoice)
If Shipping Goods Back To Your Local Bicycle Superstore Location
Please send them back in the original postage box or bag they came in. Please do not tape up or attach labels direct to the retail packaging.
For your protection, we suggest that you ship the goods to us with a freight service that provides a Signature Required on delivery option. Please ensure you retain a record of your shipment until you have received your replacement or refund.
Unfortunately, your freight charges on returns are not refundable. However, if you are returning an item for exchange (ie. the same style is being changed for a different size or colour) you are not required to pay for delivery on the outgoing parcel. All other returns/reorders will be charged the standard or priority delivery rate based on your delivery preference.
Refund Policy
In most cases there is no need to contact us before you make a return unless you think that our help and advice may avoid you having to return the goods (in the case of a fitting problem etc).
1. Goods must be returned within 30 days of receipt.
1. Goods must be in original, saleable condition and undamaged packaging.
1. Goods must not be fitted or used.
1. Clothing and apparel items must have tags still attached and not be used.
1. Goods must be accompanied with a completed Return Merchandise Authorization (RMA) form.
1. Cycling Shorts unfortunately can’t be returned under any circumstances for hygienic reasons.
1. Original proof of purchase must be provided.
1. Refunds may be subject to a restocking fee of up to 10%.
Exchange Policy
1. Exchanges can only be processed in-store at the Bicycle Superstore location associated to your original order.
1. Exchanges can only be made for the same product in a different size.
1. All clothing exchanges must be made within 10 days of receipt.
1. All goods (apart from clothing) must be exchanged within 30 days of receipt.
1. Price difference in exchanged goods will be issued by a Gift card to the value of difference.
1. Goods must be in original, saleable condition and undamaged packaging.
1. Goods must not be fitted or used.
1. Clothing and apparel items must have tags still attached and not be used.
1. Goods must be accompanied with a completed Return Merchandise Authorization (RMA) form.
1. Cycling Shorts unfortunately can’t be exchanged under any circumstances for hygienic reasons.
1. Original proof of purchase must be provided.
Incorrectly Supplied items
If we have sent you an item which is different to what is listed on your invoice, we will be happy to make an exchange and supply the replacement item. The replacement will be delivered Freight Free.
1. Goods must be returned within 10 days of receipt.
1. Goods must be in original, saleable condition and undamaged packaging.
1. Goods must not be fitted or used.
1. Clothing and apparel items must have tags still attached and not be used.
1. Goods must be accompanied with a completed Return Merchandise Authorization (RMA) form.
1. Original proof of purchase must be provided.
Warranty Issues
All Warranty enquiries must be made directly to the Bicycle Superstore location associated with your purchase.
If you cannot locate the Bicycle Superstore location associated to your order, please call the Bicycle Superstore Customer Service Team on 0800 999 499 (9am-5pm weekdays) or on email: customerservices@sheppardcycles.com
New Zealand Consumer Guarantees Act 1993 The Consumer Guarantee Act sets out minimum standards for goods sold in New Zealand. In the event that goods sold are not of good quality or are faulty, the customer has the right to a repair, replacement or a refund. New Zealand Fair Trading Act 1986 The Fair Trading Act is designed to protect the customer being misled, either intentionally or unintentionally. This applies to all aspects of the promotion and sale of goods and services including: pricing; where the product was made; where the product is from; the meeting of New Zealand safety standards; availability of products in-store and the sales techniques used. The Commerce Commission enforces the Fair Trading Act 1986. For further information contact Bicycle Superstore Customer Service at: customerservices@sheppardcycles.com or on 0800 999 499.
Privacy Policy
This Privacy Policy governs the manner in which Bicycle Superstore collects, uses, maintains and discloses information collected from users (each, a "User") of the www.bicyclesuperstore.co.nz website ("Site"). This privacy policy applies to the Site and all products and services offered by Bicycle Superstore.
Personal identification information
We may collect personal identification information from Users in a variety of ways, including, but not limited to, when Users visit our site, register on the siteplace an order and in connection with other activities, services, features or resources we make available on our Site. Users may be asked for, as appropriate, name, email address, mailing address, phone number and credit card information Users may, however, visit our Site anonymously.
We will collect personal identification information from Users only if they voluntarily submit such information to us. Users can always refuse to supply personally identification information, except that it may prevent them from engaging in certain Site related activities.
Non-personal identification information
We may collect non-personal identification information about Users whenever they interact with our Site. Non-personal identification information may include the browser name, the type of computer and technical information about Users means of connection to our Site, such as the operating system and the Internet service providers utilized and other similar information.
Web browser cookies
Our Site may use "cookies" to enhance User experience. User's web browser places cookies on their hard drive for record-keeping purposes and sometimes to track information about them. User may choose to set their web browser to refuse cookies, or to alert you when cookies are being sent. If they do so, note that some parts of the Site may not function properly.
How we use collected information
Bicycle Superstore collects and uses Users personal information for the following purposes:
- To improve customer service
- Your information helps us to more effectively respond to your customer service requests and support needs.
- To personalize user experience
- We may use information in the aggregate to understand how our Users as a group use the services and resources provided on our Site.
- To improve our Site
- We continually strive to improve our website offerings based on the information and feedback we receive from you.
- To process transactions
- We may use the information Users provide about themselves when placing an order only to provide service to that order. We do not share this information with outside parties except to the extent necessary to provide the service.
- To administer a content, promotion, survey or other Site feature
- To send Users information they agreed to receive about topics we think will be of interest to them.
- To send periodic emails
- The email address Users provide for order processing, will only be used to send them information and updates pertaining to their order. It may also be used to respond to their inquiries, and/or other requests or questions. Users may receive emails that may include company news, updates, related product or service information, etc. If at any time the User would like to unsubscribe from receiving future emails, we include unsubscribe instructions at the bottom of each email.
How we protect your information
We adopt appropriate data collection, storage and processing practices and security measures to protect against unauthorized access, alteration, disclosure or destruction of your personal information, username, password, transaction information and data stored on our Site.
Sensitive and private data exchange between the Site and its Users happens over a SSL secured communication channel and is encrypted and protected with digital signatures.
Sharing your personal information
We do not sell, trade, or rent Users personal identification information to others. We may share generic aggregated demographic information not linked to any personal identification information regarding visitors and users with our business partners, trusted affiliates and advertisers for the purposes outlined above. We may use third party service providers to help us operate our business and the Site or administer activities on our behalf, such as sending out newsletters or surveys. We may share your information with these third parties for those limited purposes provided that you have given us your permission.
Third party websites
Users may find other content on our Site that link to the sites and services of our partners, suppliers, advertisers, sponsors, licensors and other third parties. We do not control the content or links that appear on these sites and are not responsible for the practices employed by websites linked to or from our Site. In addition, these sites or services, including their content and links, may be constantly changing. These sites and services may have their own privacy policies and customer service policies. Browsing and interaction on any other website, including websites which have a link to our Site, is subject to that website's own terms and policies.
Changes to this privacy policy
Bicycle Superstore has the discretion to update this privacy policy at any time. We encourage Users to frequently check this page for any changes to stay informed about how we are helping to protect the personal information we collect. You acknowledge and agree that it is your responsibility to review this privacy policy periodically and become aware of modifications.
Your acceptance of these terms
By using this Site, you signify your acceptance of this policy. If you do not agree to this policy, please do not use our Site. Your continued use of the Site following the posting of changes to this policy will be deemed your acceptance of those changes.
Contacting us
If you have any questions about this Privacy Policy, the practices of this site, or your dealings with this site, please contact us at:
Bicycle Superstore
takapuna@bicyclesuperstore.co.nz