Frequently Asked Questions


Got a burning question about Mountain Bikes Direct? Good chance it's answered here!

 

 

Q: Can I come collect my order in store?

 

Q: Do you have a showroom where I can look at items or try them on?

 

Q: How do I return or exchange an item?

 

Q: How do I redeem a store credit?

 

Q: How do I redeem a Gift Voucher?

 

Q: Do you price match?

 

Q: Can you order in an item for me that you don't normally stock?

 

Q: Do you have a phone number I can call?

 

Q: Can I make a change to my order?

 

Q: How can I pay for my order?

 

Q: What currencies do you accept?

 

Q: Do you ship internationally?

 

Q: Will I have to pay duties or import taxes?

 

Q: When will my order arrive?

 

Q: What's your "Price Guarantee"?

 

Q: Do you offer finance?

 

Q: What does it mean if I put an Authority to Leave on my parcel?

 

Q: Talk to me about privacy and cookies and things

 

Q: Are my credit card details secure?

 

 


 

Q: Can I come collect my order in store?

 

No, unfortunately we do not offer a warehouse collection option (we used to offer this at our Gold Coast warehouse, but this service is no longer available at our new warehouse). 

 


 

Q: Do you have a showroom where I can look at items or try them on?

 

No, we are warehouse-only. However if you need any help choosing an item, please get in touch! We also offer returns for change of mind, so don't be scared to order and send it back if you don't like it or it doesn't fit. 

 


 

Q: How do I return or exchange an item?

 

All information on returns and exchanges is available over on our Returns page.

 


 

Q: How do I redeem a store credit?

 

If you have been issued a store credit (e.g. if you have returned an item and we've issued you a credit) then this will appear at the checkout next time you shop. You must ensure you are logged in to your Mountain Bikes Direct account, and then at the final stage of the checkout (the Payment step) you will see the option to apply account credit.

 


 

Q: How do I redeem a Gift Voucher?

 

Nice work scoring a Mountain Bikes Direct gift voucher! To redeem, simply add all your items to cart and go through to the final stage of checkout. At the Payment step (Step 3) click the green button that says "If you have a gift voucher, click here to redeem". You'll then need to enter the voucher code, and secret code, that came with your voucher.

Please note a discount or coupon code is different - these need to be entered at the "Coupon Code" section at the top of the checkout page. Discounts or coupons are a single code and do not have an additional 'secret code'.

You can purchase gift vouchers here.

 


 

Q: Do you price match?

 

We aim to keep our pricing as competitive as we are able to make it at any given time, so at this stage we are not offering a price match policy.

 


 

Q: Can you order in an item for me that you don't normally stock?

 

We do not order in one-off or 'special order' items. We are only able to offer those items we regularly have available for sale.

However we are constantly reviewing our stocked lines, so if you would like to suggest a product for our lineup, please use this form: Product Suggestions

 


 

Q: Do you have a phone number I can call?

 

We currently do not offer phone support - instead we offer prompt email support. We do this for a few reasons, which we're happy to share here. Firstly, when we used to offer phone support, these queries represented a relatively small number of enquiries but they could be quite time consuming. Email support allows us to prioritise urgent queries, as well as to ensure we can get the right support person onto your enquiry promptly and provide the right information first time. Focusing on email support means we can utilise the skills of our team who are spread across the world (and so across timezones!) while keeping our overheads (and therefore our prices) low.

 


 

Q: Can I make a change to my order?

 

Generally no, after an order is received on our website, it goes straight through to our warehouse system and it is not usually possible to make any changes at that point.

 


 

Q: How can I pay for my order?

 

We accept MasterCard, Visa and PayPal. All credit card payments are processed through the Eway Payment Gateway, a PCI DSS compliant gateway that securely captures and processes your credit card details. You can also choose to use PayPal, an incredibly secure and reliable gateway. You can choose to use your PayPal account for a seamless, quick checkout experience. And if you wish to use your credit card via the PayPal gateway, you can do that as well. You will be given the option to do this once you reach the PayPal page (after finalising your order at the checkout).

 

We do not accept payment by Direct Deposit. However if you wish to use funds from your bank account to pay for an item, we suggest setting up or using your PayPal account. This will allow you to set a bank account as the funding source.

 


 

Q: What currencies do you accept?

 

All prices are listed in Australian dollars.

 


 

Q: Do you ship internationally?

 

Yes! We ship to a large range of countries around the world! To see if your country is currently serviced, please add an item to your cart and go to the checkout and select your country. If it is in the list, we'll ship there! International freight charges are displayed at the checkout.

 


 

Q: Will I have to pay import duties and taxes?

 

That depends on the laws and regulations in your country, so you'll need to enquire of your own Customs authorities about this. Please note that we are legally required to accurately describe the value and contents of the parcels we send internationally, so we cannot and will not falsify the details on these forms (e.g. claim a lower value or marking the item as a gift). So please don't ask us to do this!

 


 

Q: When will my order arrive?

 

We guarantee that we will ship your order the same business day, if you order before the cutoff time. After that, your parcel is the hands of our shipping providers. Most parcels ship via Australia Post eParcel, which means you get a tracking number so you can figure out where your parcel is at an point in time.

 

Track with Australia Post here: http://auspost.com.au/track/

 

If your parcel hasn't arrived when you expect it to, we recommend first contacting Australia Post, as they have all the systems in place to figure out where your parcel has ended up. If you don't get a resolution with them, then please contact us and we'll get onto it!

 


 

Q: What's your "Price Guarantee"?

 

We like to keep our prices as competitive as possible at all times. Sometimes we are able to lower our prices that little bit further (such as when stock becomes superseded and our supplier is clearing out items). If that happens, and you just bought the item at the higher price - you might be a bit disappointed. 

 

That's why we offer a 7 Day Price Guarantee. If the price goes down on the exact same item and you contact us within 7 days of purchase, we'll refund the difference in the form of a gift voucher. So if you placed an order on a Tuesday, simply contact us on or before the following Tuesday with details of your purchase and the item in question and we'll get you sorted! Please note the guarantee does not apply in the case of storewide, category-wide or brand-wide promotions (e.g. a 10% off storewide sale, or off all Shimano, or off all shoes, etc). Guarnantee does not apply to eBay sales.

 


 

Q: Do you offer finance?

 

Yes! We have partnered with ZipPay to offer an interest free finance solution. See this page for more details.

 


 

Q: What does it mean if I put an Authority to Leave on my parcel?

 

At the checkout, if you select "Yes" to "Authority to leave parcel if receiver not available?", then this means the delivery driver does not have to obtain a signature to leave the parcel. They can leave it anywhere at the address. For some people, this is a great option if you don't think you'll be home when the delivery is made. However it does also mean parcels may be stolen, and we are not responsible for this if you have chosen the Authority to Leave option.

As it states at the checkout:

"Please note, if you select Authority to Leave, Mountain Bikes Direct will not be held responsible for any parcels which are lost/stolen/mauled by your canine. We do not recommend selecting if you live in a gated complex, or unit block. CHOOSE AT YOUR OWN RISK! We also cannot guarantee that the individual delivery driver will observe the instructions, but will simply ensure they are included on the package. Without your authority to leave, your parcel will be delivered to the nearest post office or courier depot for collection, if no-one is at home."

 


 

Q: Talk to me about privacy and cookies and things

 

No problem, head to our Privacy page, where you'll find all you need to know about what data we collect and what we do with it.

 


 

Q: Are my credit card details secure?

 

Absolutely! Because we use secure payment gateways, we will never see your credit card details, nor will they be transferred to our system.

 



Still no answer? That's ok, just jump on over to our Contact page and send us an email.