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FAQ

Postage

Can I pick it up?

Yes. Give us a buzz or send us an email to organise a time. Local customers are welcome to come personally and pick up.

What's the handling fee for pick ups?

None. We do not charge any handling fees for pick ups.

When should I expect my order to arrive?

We guarantee to post your order the next business day after your payment arrives. Delivery time varies according to the carrier and your location. We use Australia Post and private couriers. All of them are pretty fast, but we cannot guarantee when your order will arrive.

How can I track my order?

Once your order is posted, we will email you the tracking details on that same day if your order was posted as a "parcel". Small items may be posted as "letter" and may not have a tracking number.

What happens if my parcel hasn’t arrived?

First of all, check the tracking details for your order, to find out if it's still in transit and if there is an ETA for the delivery. If the parcel requires signature on delivery and Australia Post does not find anyone home to sign for it, they will leave a card on your letter box asking you to collect your parcel from your local post office.

Is postage insured?

If you received a tracking number, Australia Post will guarantee the delivery.

Do you offer COD?

No. At this stage, we do not offer cash on delivery.

Warranty

Will it fit my bike?

Yes. We try to clearly describe all models covered by our items. If your bike is on the list, we guarantee it will fit. If we made a mistake or posted the wrong item to you, we will cover the cost for you to return the item to us and give you a full refund. If the product is compatible with your bike but you can't fit it, it's no longer covered by our warranty, although you can still return it if the product is in "as new" condition (no marks on it at all). Make sure to contact us ASAP so we can fix it.

How long is the warranty for your products?

30 days. The lifetime of these products depend on how they are installed and used. Our 30-day warranty will make sure the product isn't defective when you receive it.

Payment

What payment methods do you accept?

We accept Visa, MasterCard, PayPal, bank deposit (EFT), bank cheque, money order or cash on pickup. We do not accept COD. Your order will not be posted until the payment clears.

Is there any surcharge for credit card payments?

No. You only pay the total of your order, and we will never add any surcharge to it.

Can I pay cash on pickup?

Yes. Contact us by phone or email to organise a time for pickup.

Do your prices include GST?

Yes. All prices include GST, unless the delivery address is not within Australia.

Returns 

Can I send it back? 

Yes, we do accept returns within 30 days from the day you received the item. The only conditions are: the item must be in perfect "new" condition (no marks at all) and be returned on its original packaging. Return costs have to be covered by the customer. We cannot accept return of products that have been damaged due to incorrect installation or have marks on it and can't be sold again as new. 

You sent me the wrong item!

Sorry about that, but we do make mistakes sometimes. Please contact us ASAP so we can fix that for you quickly. 

What happens if a product arrived damaged?

It might happen. Although we do wrap each item before packing them, it might just happen. Contact us and we will guide you through the claim process. If we can determine it was the carrier's fault, we'll guide you through the steps of opening claim with the carrier. Make sure to save the parcel and any wrapping, as we will need it to lodge a claim.

General

Are your products genuine?

We stock genuine and quality aftermarket parts. Genuine items are cleared described as "Genuine", or "OEM". If you can't see these words on the description, assume it's aftermarket.

Do you do installations?

No. But we can recommend good mechanics that can do professional installations for you.

Where are you located?

XCite Bikes is an online retail store. But we are physically located in Moorebank, NSW (near Liverpool). As any other online store, we only accept customers in after we organise an appointment.

I can't find a product for my bike. Can you source it?

We can definitely try. Just contact us with details of what you're after, and we will let you know if we can source it.