FAQ

 

 

Yes, ZipMoney allows you to spread the cost of your tokyobike so you can control your repayments, with a 6 months interest free period. ZipMoney’s smooth and simple application process takes only 3 minutes to complete and can all be done on your smartphone or computer. Once you are approved by ZipMoney, you can use your credit to purchase your bike & any accessories without having to pay anything at the checkout.More information about our interest free option here. For further information you can give us a call and we will be happy to assist you further. 

Once you have applied for your ZipMoney account and have been approved to use credit, you can contact us leaving your Name, email address and phone number then we will assist you in creating and finalizing your order. If you are already a ZipMoney user, you can contact us and we will be happy to assist you in using your credit to purchase a bike.

 

Please consult our sizing tips page for a good indication of which size will work for you. Please note that this provides an indication only, so if you find that you are not 100% sure, please don’t hesitate to contact our friendly staff by phone or email for a sizing consultation.

 

We want your bike to be assembled by a professional bike mechanic to ensure your safety and so that you can pick up your bike ready to ride. We want this process to be as simple and easy as possible for you, so we cover the cost of assembly at your local bike shop. As soon as the bike is fully assembled and ready to ride we will contact you and you can head to the bike shop to pick it up.

 

Freight times will depend upon your location and also the amount of time that the mechanic at your local bike shop will need to complete the assembly. In the past this process has taken approximately one to two weeks.

 

We have sent our bikes to a range of reliable bike shops in a number of cities and towns for assembly, and have received good feedback from our customers. If you would like to choose your own local bike shop, we can check in with them to see if it is possible. Please contact us prior to placing your order if you would like to arrange an alternative bike shop.

 

We charge a flat rate of $50 for interstate bike deliveries and this includes the cost of freight for extra accessories, when ordered at the same time to the same address.

 

If you are unsure about the choice of size, please don’t hesitate to consult with us before making a purchase. It is possible to exchange the bicycle if it doesn’t fit, if the bike has not been ridden (subject to a check for any damage to the bike in transit). However, we will not be able to subsidise or cover the cost of professional repacking, freight back to us, or freight cost for resending another size. Please note that we are not able to provide a refund for wrong size. Please see our terms of service for further details.

 

Estimated delivery from our store in Collingwood, Melbourne (Business day after posting)

  • 2 days      Within Melbourne
  • 2-3 days   Sydney, Canberra, Adelaide
  • 3-4 days   Brisbane, Tasmania, Gold Coast
  • 4-5 days   Newcastle
  • 5-6 days   Cairns
  • 5-10 days Perth, Darwin and other capital cities

 

Yes we do! Please let us know if you would like your item to be gift wrapped when placing the order in the ‘Order Notes’ section.

 

Yes you can. We will send you a tracking number once your product has been dispatched by Australian post or other selected couriers. For bike orders we will contact you when the bike is ready at your local bike shop for pick up.

 

We are not able to change the address for redelivery. Please see our Terms of Service for further information.

 

Our returns and exchange policy is fully outlined in the Terms of Service. Please read the Terms of Service carefully before proceeding with your order. Please note we do not provide refunds or exchanges for change of mind or incorrect choice.

 

We stand behind the bicycles we sell. We offer a 12-month guarantee on all frames and forks. We recommend that a professional mechanic maintains all tokyobikes. It is also recommended that all bikes be serviced at least once a year.

 

We always have plenty of tubes (and tyres) available to fit your tokyobike. We recommend having a spare tube on hand for emergencies. Many bike shops have the correct size tubes and tyres available, however, as they are a bit more rare than other sizes we recommend calling ahead to check first. You can always purchase tubes or our range of tyres from our online store.

 

The tokyobike colour range is carefully curated and we take a lot of pride in the unique collection. We are not able to offer any colours outside of our range and the range is subject to availability.

 

Tokyobike Australia does not ship overseas. Please contact a tokyobike store in your area for information about finding your nearest store or stockist: https://www.tokyobike.com/international.html

 

Tokyobike Australia has its own range of colours and models selected which is unique to Australia. Sometimes we have sizes, models and colours that you won't be able to find elsewhere, and sometimes other tokyobike stores around the world might have bicycles that we do not stock. We are not able to place an order for international bikes, as all of our bicycles are made to order within our range.

 

Please see our maintenance tips page for details of how to keep your bike running smoothly.

 

The best way to keep your bike safe is to lock the frame to a post (make sure that it is secured into the ground by concrete not just pins) using a steel D-Lock like our Kryptonite locks. If you are going to leave it locked in public often we would also recommend swapping over the quick release skewers to a full security skewer set for $36, because unfortunately sometimes people try to steal the wheels or saddle. The security skewer set replaces the front and rear wheel skewers and the seat post clamp with a pentagonal allen key operated set. You also receive a pentagonal allen key so you can remove the wheels or alter the saddle height whenever you want.

 

Tokyobike was originally designed for riding around the city of Tokyo and like riding in any city this involves a lot of starting and stopping. The smaller wheel size makes accelerating from a stop (at a traffic light, stop sign, or because you want to take a quick picture) a great deal easier. The smaller wheel size also makes tokyobikes more maneuverable and agile when dodging obstacles on the road, which in turn makes it safer to ride.