Frequently Asked Questions
Got a burning question about Mountain Bikes Direct? Good chance it's answered here!
No, we are warehouse-only. However, if you need any help choosing an item, please get in touch! We also offer easy 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.
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.
We accept MasterCard, Visa, PayPal, as well as AfterPay(on applicable orders/to approved purchasers). 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.
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 on the list, we'll ship there! International freight charges are displayed at the checkout.
That depends on the laws and regulations in your country, so you'll need to inquire 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!
We guarantee that we will ship your order the same business day, if you order before 11am (Melbourne time - AEST/AEDT) on a business day (except during a handful of peak sale periods - this will be noted on the site at the 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 a point in time.
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!
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 a 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). Guarantee does not apply to eBay sales.
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.
"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."
Absolutely! Because we use secure payment gateways, we (our system and our staff) will never see your full credit card details. If you choose to store your credit card details for future use on the site, please note that your details are still just as secure - we use a "token payments" solution which means that the secure payment gateway provides a Token ID (a random code) that is stored in our system and can only ever be used again on our site (it is not vulnerable to use on other sites) when you choose to use it via your account with us.
Still no answer? That's ok, just jump on over to our Contact page and send us an email.