Shipping

SHIPPING FREQUENTLY ASKED QUESTIONS

WHAT ARE SHIPPING COSTS?
Shipping costs are calculated at checkout and vary depending on your delivery location and the size or weight of your order.

If a shipping cost cannot be calculated online, please contact our Customer Service Team for assistance.

Heavy or bulky items (for example forks or car racks) may incur specific shipping charges. These products will be clearly marked as “Heavy/Bulky”.

From time to time, we may run Free Shipping promotions. These promotions may exclude certain products, locations or order types due to shipping requirements. Any exclusions will be clearly outlined in the applicable promotional terms.

WHEN WILL MY ORDER BE DISPATCHED?
Orders are processed and dispatched within 1–2 business days, during business hours (Monday–Friday, 9am–5pm).

During major sale periods (including EOFY, Black Friday, Cyber Week, Christmas and Boxing Day), dispatch times may be extended due to higher order volumes.

WHAT ARE DELIVERY TIMEFRAMES?
Once your order leaves our warehouse in Queensland, delivery times vary depending on destination and shipping method.

Most orders are delivered within 1–10 business days.

Estimated metro delivery timeframes:

Brisbane: 2–3 business days
Sydney: 3–5 business days
Melbourne: 5–7 business days
South Australia: 5–7 business days
Western Australia: 7–10 business days
Tasmania: 7–10 business days
Northern Territory: 7–10 business days

Please allow additional time for rural or remote locations.

While we make every effort to meet these estimates, delays may occur due to circumstances beyond our control, including severe weather, carrier delays or peak shipping periods.

We are not responsible for additional costs incurred due to delivery delays outside of our control.

HOW IS MY ORDER DELIVERED?
We partner with selected national carriers, including Australia Post, StarTrack and MyTeamGE.

Please note that not all carriers offer door-to-door service in every area. Some remote locations may require collection from a local depot.

CAN YOU DELIVER TO A PO BOX OR PARCEL LOCKER?
We are able to ship orders to PO Boxes, Parcel Lockers or Post Offices (excluding big/bulky products).

AUTHORITY TO LEAVE (ATL)
All orders are defaulted to Authority to Leave at checkout.

By selecting Authority to Leave, you acknowledge that the parcel may be left unattended at the delivery address and is left at your risk. Neither MTB Direct nor the carrier is liable for loss or theft after delivery has been completed.

The carrier retains discretion not to leave the parcel if it is deemed unsafe to do so.

If you do not wish to authorise Authority to Leave, please select “No Authority to Leave” at checkout.

DO I NEED TO BE HOME FOR DELIVERY?
If you select No Authority to Leave, someone must be available at the delivery address to accept the parcel.

If delivery cannot be completed, the parcel will be returned to the carrier depot and a card will be left with instructions. Additional redelivery fees may apply.

We recommend using a business address or an address where someone will be available during business hours.

EXPRESS SHIPPING
Express shipping may be available at checkout for selected products and locations.

Please note that express shipping does not guarantee priority dispatch. Orders are processed in the warehouse on a first-come, first-served basis.

Express shipping refers to reduced transit time once the order has been dispatched. Metro delivery is typically 1–2 business days.

All delivery timeframes remain estimates and may change due to unforeseen circumstances.

HOW CAN I TRACK MY ORDER?
Tracking details will be sent to the email address provided once your order has been picked and packed.

Estimated delivery dates provided by carriers are indicative only.

CAN I CHANGE MY DELIVERY ADDRESS?
If your order has already been dispatched, we are unable to update the delivery address.

If your order has not yet been dispatched, we may be able to update the details or request a redirection. Please contact our Customer Service Team via our Customer Form as soon as possible.

STOCK & SUPPLIER SHIPMENTS
Most products available for purchase are stocked in our warehouse.

Products marked “Sent Direct from Partner” will be shipped directly to you by the supplier.

DO YOU SHIP INTERNATIONALLY?
Yes, we ship internationally. Please note that some brands are available for sale in Australia only.

CLICK & COLLECT
Click & Collect is available from our Eagle Farm (QLD) warehouse.

To use this service, select Click & Collect at checkout. You will receive an SMS notification when your order is ready for collection.

Collection hours:
Monday–Friday, 8am–5pm
(Eagle Farm, QLD)

Address:
71 Charles Ulm Pl, Eagle Farm,
QLD, 4009

Orders will be held for 90 days from the date of purchase. Uncollected orders after this period will be cancelled and refunded to the original payment method.