FAQS

New Customers

1.    How do I order online?

Search for the items you want to buy on the Bicycle Business website. Click "Add To Trolley" for each item you want.
If you would like to buy more than one unit of an item, input the desired quantity in the "Qty Product" field, and click "Update".
If you would like to continue shopping for more items, click "continue shopping".

After you've added all items you want to purchase to your shopping cart, click "Proceed to Checkout" and log in following the onscreen instructions.

If you're a new customer, click "Sign up" next to "New Customer" to create an account. The contents of your shopping cart will be held for you during this process. After creating an account, you can proceed through the Checkout as normal.
Don’t forget to join the Krank Card for ongoing discounts, great offers and to be involved in our Krank promotions.


2.    Is it safe to use my credit card online?

Yes, your credit card security is our upmost priority. When you submit sensitive information via our web site, your information is encrypted with the very latest encryption software currently available to the industry.

for your credit card safety, our systems have been verified by Visa to be compliant with the Payment Card Industry Data Security Standard.

Security is a top priority at Bicycle Business, however if you would prefer it, you can choose to phone in your credit card order or even use Internet Banking as an alternative payment method. Both of these options are available in the checkout process.



3.    Who is Bicycle Business?

Bicycle Business is a collection of bicycle retail outlets that began trading in 1990, our businesses longevity is due to looking after our customers from the word go and creating a trusting relationship , that’s why we have been in business so long. Unlike most online traders we have multiple physical store locations and would like to extend a welcome to any online customer.  For more information visit our ‘about us’ section.
Ordering

1.    What forms of payment do you accept?
We currently accept Visa, MasterCard, American Express, Diners Card, PayPal and Internet Banking (direct credit) for all orders.

2.    My shopping cart isn't working. What can I do?
Shopping cart problems usually occur for one or more of the following reasons:

1. Cookies are not enabled, or your browser is configured to block Bicycle Business cookies.

Note: In some cases, the cookies on your computer may become corrupted. If you've verified that Bicycle Business cookies are being accepted and you're still experiencing problems with the shopping cart, please clear your cookies and cache, close your browser and try again.

2. The master clock on the computer is not set correctly.

3. The computer you're using is behind a firewall.

4. The item you are trying to purchase is sold out, or there is a lesser quantity than you wish to purchase (ie there is no "Add to cart" button).

5. You are using a browser released prior to Internet Explorer 5.1.

If all else fails, try closing all open programs and restart your computer, or try from a different computer.
3.    When do you charge my credit card?
We only charge your credit card when your order is ready to be processed and shipped to you. This also applies to all pre-ordered items.

4.    Do you have the product in stock ?
All stock listed on the Bicycle Business website are in stock at the time of listing, stock levels are updated on a frequent basis throughout the day ensuring our inventory is accurate and your order will be dispatched promptly. 
1.    Can I pick up my order?
We do not allow pickups from our stores. Many of our online products are only available online and are dispatched from our storage facility and is not capable of processing pickups. 
2.    Will you match prices from other online stores?
At Bicycle Business we want you to get a good deal on all the Bikes and accessories you love. We pride ourselves on providing you a highly-valuable range of service, but if you do manage to find a cheaper price, we are willing to try to match the price for you.

Email the online Team at sales.nz@bicyclebusiness .co.nz and inform the team of the product type,  product price and the business selling the same product.  Give us the opportunity to provide you your requirements at the best possible price

Conditions:
o    The item we are beating in price needs to be the same product, packaging, and be an officially released product.
o    The item must be brand new and in stock.
o    We will take the third party's freight cost into consideration when beating another store's price.
o    We only beat prices of online stores based in New Zealand.
o    Free items. We frequently offer free items with purchases. If you would like us to beat a lower priced item, the free item may not be included.
o    The reseller must be an authorized dealer of the item you wish to purchase.
o    The item must not be a closeout or clearance item (at Bicycle Business or the third party's store).
o    We won't beat prices found at membership clubs or auction sites.
o    All price beating is at the discretion of Bicycle Business and is subject to change at any time.
3.    Do you match your own prices if an item goes on sale?
Yes, if an item you order from Bicycle Business goes on sale within 10 days of your original purchase we will credit your account for the difference. Please contact us if this does happen and we will arrange the credit for you.

Payment Methods
1.    What credit cards do you accept?
We accept payment by Visa, MasterCard, American Express and Diners Club.

While placing your order, you'll be prompted to enter your credit card number, expiration date, and your name as it appears on the card. We only charge your credit card when we order is ready to ship to you. This also applies to all pre-orders.
2.    Can I pay with Internet Banking?
You sure can. To place a Internet Banking order, place your order online as normal and choose "Pay with Internet Banking" as your payment method. 

When you place your order you will receive an e-mail with payment instructions for making your payment.

Once your payment arrives in our bank account we will be able to process your order.
3.    Can I pay with PayPal?
Yes you can pay using Paypal.

Existing PayPal users who would like to use PayPal payment method when placing an order can click on the "Checkout with PayPal" button when checking out.
4.    When are funds transferred out of my PayPal account?
PayPal withdraws money from your PayPal account immediately after checkout.

If the balance is lower than the total payment, PayPal offers credit products or the option to pay from your bank account or a credit card.
5.    Is it safe to use my credit card online?
Yes it is. When you submit sensitive information via our web site, your information is encrypted with the very latest encryption software currently available to the industry.

Additionally, our systems have been verified by Visa to be compliant with the Payment Card Industry Data Security Standard.

Security is a top priority at Bicycle Business, however if you would prefer it, you can choose to phone in your credit card order or even use Internet Banking as an alternative payment method. Both of these options are available in the checkout process.
6.    I've paid via Internet Banking. When will my order ship?
Payments via Internet Banking usually take one business day to arrive in our bank account.

We process bank payments every business day and we'll update your order status and send you an an email confirmation once your payment arrives.

If your order has not been updated within two business days, please contact us and provide the exact date and amount of your payment so we can trace it for you (occassionally banks will send us payments with no order reference, which means we are unable to match the payment to your order).
7.    Can I pick up my order?
We do not allow pickups from our stores. Many of our online products are only available online and are dispatched from our storage facility and is not capable of processing pickups. 
8.    Do you accept phone orders?
Yes, you may pay over the phone using your credit card. Just place your order online and choose "Phone" as your payment option and you will be sent a confirmation e-mail with details on how to proceed with your payment. However, if we do not receive your payment details within 5 days of receiving your order, it will be automatically be voided.

To place orders over the phone you may call us toll-free on 0800 4 BIKE BIZ (0800 424 532) 10am - 4pm Monday to Friday.

You may also fax your credit card information once you have confirmed we carry the item(s) you're seeking. Just send your fax to 03 3666060, Attention: Internet Orders. Please include:
o    Your Name as it appears on the credit card
o    Your Complete Billing Address and Shipping Address (if different from billing)
o    Order number (if available)
o    Credit card type (Visa, MasterCard, American Express, or Diners Club)
o    Credit card number
o    Credit card expiration date
o    E-mail address (if applicable)
o    Title of item(s)
o    Shipping
1.    New Zealand Shipping Prices
We will ship any small good to you for $4.95 and any bigger item at the most competitive freight options available. Keep your eyes and ears open for our freight free promotions.

Shipping rates for items that are not free (this will be indicated on the item information) are calculated in the Checkout and will be presented to you before you confirm your order.

The following factors may influence the shipping rate quoted:
o       The size of the items in your order;
o       The number of items in your order;
o       The weight of items in your order;
o       The delivery destination;
o       The shipping method you choose;
o       Any additional costs that may apply to you, e.g. Rural Delivery.
Rest assured that if there is any freight to pay, the exact pricing will be shown to you before you place your order.

2.    What are my shipping options?
For speedy delivery, all parcels shipped within New Zealand are sent via Courier Post or alternatively fast post

International orders are shipped using international post (by air) by default. Where available, some items can be upgraded to International Express, at a higher cost.
3.    What is "same-day dispatch" ?
Here at Bicycle Business we pride ourselves in same-day dispatch for items that are in-stock with us (our warehouse monkeys work especially hard!). We have over 16,000 products in-stock ready to ship... and we ship overnight to most New Zealand addresses for orders placed before our "same-day dispatch" cut-off time (usually around 3pm).

Please note that rural addresses may take an extra 1-2 days for delivery.

For items that are not in-stock with us, our web site will estimate the shipping date based on the availability provided to us by our suppliers. These dates are estimates that may change at any given time.
4.    Will Courier Post leave my parcel unattended?
If you choose standard delivery, Courier Post may leave your parcel at your doorstep or in your mail box if you are not home.

Courier Post unfortunately will not take responsiblity for any parcels stolen from your property.

If you are concerned about leaving your parcel unattended we recommended you upgrade your delivery to Signature Required. This is the safest method of delivery and recommended for insecure destinations.
5.    What do I do if an item is missing from my order?
First, verify that you've received a box for each tracking number associated with your order.

If all boxes have been delivered but you're still missing an item, check the packing material for small items.

If you're unable to locate an  item, please contact Bicycle Business Customer Services via our contact page.



6.    My parcel was damaged in transit. Help?
If your parcel has been damaged in transit you must keep the original packaging as Courier Post need to see the damaged parcel for themselves.

Please contact Bicycle Business customer service and we'll arrange for your parcel (with the original packaging) to be collected by the local Courier Post driver.

Once the damaged item has been picked-up by the driver, we'll send a replacement item to you.




International Orders
1.    Does Bicycle Business ship internationally?
Bicycle Business will ship anywhere possible, when you purchase an  item from Bicycle Business please advise us of your international location and we will price the international freight and get back to you with those detail. for all international freight we choose G.V International. Please be advised that international freight prices fluctuate and we must assess each case individually at the time of purchase.

Not all items can be shipped overseas; you will be informed in the Checkout if any items in your order cannot be shipped to your chosen destination.

.
2.    My NZ Post tracking isn't working?
All parcels sent via International Air Post do not include a parcel tracking service.

Please wait until the specified shipping time for all items in your order arrive. If they don't arrive within a week of the estimated delivery time, then please contact us and we'll be happy to help you start a lost package claim with New Zealand Post.












Viewing & Changing Orders
1.    How can I modify my order?
Once an order has been submitted you can change it by contacting us.

Please note: Once your order has been processed for shipping, items can not be removed.
2.    I think I may have placed a duplicate order? What now?
Contact customer service and we will void the order for you (providing it has not been shipped).

If duplicate orders have been shipped, obtain the tracking number(s) for the order(s) you do not want and call Courier Post on 0800 COURIER (0800 268 7437) to refuse those shipments. You will be refunded in full when those items are returned to Bicycle Business
3.    How can I check my order's progress?
That's an easy one... go to my order status page. From there you will be able to see when your item is shipped, along with the  tracking number for parcels sent via Couirer Post.
4.    Can I have my parcel re-routed once its shipped?
Unfortunately we are unable to re-route parcels once they have been shipped from our warehouse.









How do I track my order?
1.    Can I track my order online?
Yes you can. New Zealand orders are sent via Courier Post and they can be tracked to your door!  Login to My Account and you can use your courier tracking numbers on the Courier Post website.

Order tracking is also available for International Express orders. Parcels sent via International Standard Post do not include a door-to-door tracking service.
2.    How do I get my tracking number?
Shipment tracking numbers are emailed to you when your order is dispatched.

Alternatively, you can check your order status online to find out your tracking number.

Please note: Couirer Post tracking numbers may not work until the parcel is scanned by the driver who picked up your parcel and there may be a delay of several hours after disptach.
3.    My Courier Post tracking number is not working. What now?
Couirer Post parcel tracking will not work until the parcel is "scanned" by our local driver -- so there can be a delay of several hours before the parcel can be tracked (on occasion, some parcels are are not scanned by Courier Post but are still delivered prefectly correctly and on time).

In either case, please allow 1-2 business days for your order to arrive, before contacting Courier Post.
4.    How do I contact Courier Post?
To contact Courier Post please call 0800 COURIER (0800 268 7437).

You can also track your deliveries on the Courier Post website.
5.    When will my Courier Post parcel arrive?
In New Zealand, your Courier Post package cannot be scheduled to arrive at a specific time of day, however you can write special shipping instructions on your parcel as a special request. Courier Post packages are delivered anytime between 9:00 a.m. and 7:00 p.m., Monday through Friday.
6.    Courier Post says my parcel is delivered & I havent got it?
If your order tracking is showing your parcel as delivered but you haven't got it, please call Courier Post directly on 0800 COURIER (0800 268 7437). Often parcels are hidden when dropped off by your local driver or given to your parents/flatmates for safe keeping.

If you believe Courier Post have made an error in the delivery of your item, please contact Bicycle Business customer service.

Security
1.    How is my Personal Information protected?
Security is a top priority at Bicycle Business. When you submit sensitive information via the website, your information is protected both online and offline.

The Personal Customer Information you provide -- including your credit card information -- to establish an account with us and to make purchases from us is securely transmitted using the very latest Secure Sockets Layer (SSL) encryption technology that is available. We use this SSL technology to prevent such information from being intercepted and read as it is transmitted over the Internet.
2.    Is it safe to use my credit card online?
Yes it is. When you submit sensitive information via our web site, your information is encrypted with the very latest encryption software currently available to the industry.

Additionally, our systems have been verified by Visa to be compliant with the Payment Card Industry Data Security Standard.

Security is a top priority at Bicycle Business, however if you would prefer it, you can choose to phone in your credit card order or even use Internet Banking as an alternative payment method. Both of these options are available in the checkout process.
3.    How do I identify Phishing or Spoofed E-mails?
Bicycle Business will never ask you for the following information in an e-mail communication:
o    Your credit card number, PIN number, or credit card security code (including "updates" to any of the above)
o    Your mother's maiden name
o    Your Bicycle Business password
Occasionally if you place an order with incorrect information, you may recieve an email from Bicycle Business giving you the opportunity to correct your shipping/billing information. When this occurs you will have to log into the Bicycle Business website to input this info. Never submit the information mentioned above directly through an email.
My Account
1.    I've forgotten my account password. Help!
If you have forgotten your password then just click here and enter the e-mail address for your Bicycle Business account and we'll email your password to you. Simple as that!
2.    How do I change my details?
To change your details please log-in to My Account.

From there you can edit your password, email address, delivery addresses and much more.
Returns
1.    What is your Returns Policy?
If you have received a faulty product, you can return your purchase for a replacement, a full refund or for store credit. Please contact customer service to return your product to us for testing.

We are unable to accept CDs, DVDs, computer & video games or consumables as returns, unless the goods are faulty or factory sealed or unused.

No returns will be accepted for "change of mind" purchases.
2.    What do I do if my item is faulty?
If you believe your product is faulty you can return the product to us for testing. You will need to include your receipt/invoice as proof of purchase and a full description of the fault.

Please contact customer service for further instructions.

Please note: Items found to be in good working order will be returned to you.
3.    I've received the wrong item!
If you have been shipped the wrong item(s), then please contact Bicycle Business customer service within seven days. 

Bicycle Business will arrange for the correct item to be dispatched to you, along with a courier satchel or ticket for the incorrect item to be returned to us at our cost. When you return the incorrect item please include your name, address and order number.

Note: Returned items must be returned unopened and in a brand-new condition.
4.    My parcel was damaged in transit. Help?
If your parcel has been damaged in transit you must keep the original packaging as Courier Post need to see the damaged parcel for themselves.

Please contact Bicycle Business customer service and we'll arrange for your parcel (with the original packaging) to be collected by the local Courier Post driver.

Once the damaged item has been picked-up by the driver, we'll send a replacement item to you.


•    Warranty Policy
Parts and accessories
Parts and accessories have  a 12 month warrantee on manufacturers faults and will be replaced if this is deemed to be so. A printed proof of purchase must be brought in for the warrantee to be applicable.
Bikes
Typically bikes have a generic warrantee of 5 years on the frame, and 12 month warrantee on the working parts excluding wheels and tires. These terms typically change as the suspension of the bike increases. Warrantee policies can differ between the numerous brands we sell. For specific warrantee information please refer to our brands websites:
www.janmisbicycles.com
www.bauerbikes.co.nz    (bauer, turbo)
www.gtbicycles.com
www.cannondale.com
www.bikes.com    (rocky mountain)
o    Privacy Policy (What we do and don't do with your personal data, copy from another site)
o    Delivery & Shipping Policy (you have this)
o    RMA's (Return Merchant Authorisation) We can only accept returns if this information is completed.
o    Bike Fit & Sizing (In progress)
marked with * (these documents are attached, keep the documents together and we should try and keep them in one location)

Bicycle Business New Zealand Returns Policy
While the Consumer Guarantees Act and Fair Trading Act provide the basis for bicycle businesses returns policy, we in fact go above and beyond the expectation of these two statutory laws. Bicycle Business has a  30 day, no questions asked, money back guarantee with printed proof of purchase. For a product to be returned under our policy, that product must be in a resalable condition unless faulty or otherwise defective. It's this policy that provides you peace of mind while shopping at Bicycle Business.
Restrictions and Exceptions
As a result of copyright laws a refund or exchange is only available for the following products if the product is defective;
•  DVDs
Consumer Guarantees Act 1993
The Consumer Guarantees Act sets out minimum standards for goods sold by Bicycle Business. In the event that goods sold are not deficient or are faulty, the customer has the right to a repair, replacement or a refund.

Fair Trading Act 1986

The Fair Trading Act is designed to protect the customer from 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.
Procedures

There are five options available for our customers who would like to return a product -

1. Exchange
If a product is unsatisfactory, we can offer to exchange it for another one (i.e. a different size or colour etc) or another product of the same value. Generally proof of purchase is required in order to get an exchange, although we may waive this requirement if we believe we have sold the product. Please note, as mentioned above, products returned or exchanged must be in a resalable condition with packaging intact and all labels etc returned with the item, also exchanges are not available on DVD’s except where the product is deemed faulty.

2. Money Back Guarantee

Our money back guarantee is a key aspect of our business. If a customer has proof that they purchased the goods from our stores within the last 30 days, and providing we cannot repair or replace the item, they may obtain a refund. A refund will be made in the same tender as the original purchase. Please note that purchases made by cheque need 7 days to clear before we can refund and as mentioned above, that product returned must be in resalable condition unless faulty or otherwise deficient - the money back guarantee does not apply to DVDs, except where the product is deemed faulty.

3. Credit Note]

The issuing of credit notes provides an alternative to a refund or exchange. These credit notes can be used to purchase anything from any of Bicycle Business New Zealand stores. Credit notes cannot be exchanged for cash and will not be generated for amounts less than $5.00.

4. Application for Refund

An application for a refund will be required where the original purchase was made by cheque less than seven days prior to the refund claim, where the original purchase was made through a WINZ Purchase Authority, or for products that require a further inspection prior to a refund being granted

5. Repairs
 

If the returned product is still under warranty then the repair will be at our expense. If the product is out of warranty, then we can still have the product repaired, however, the cost of the repair will be charged to the customer.