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FAQ

COVID-19

To ensure the safety of our staff and community, we are currently dispatching orders to a reduced schedule – your order may take up to 3 business days to ship.

Metropolitan Melbourne customers – for in-stock bike purchases during stage 4 lockdown, we ask that you please contact us prior to placing your order to discuss assembly & pick up location to ensure compliance. Our usual shipping & assembly information applies for other regions.

We appreciate your understanding and patience!

Choosing Your tokyobike

How do I know what size bike will be best for me?

tokyobike models come in a range of sizes designed to fit just about everyone.

Please refer to our size guide to determine the best size for you. The guide is provided as a reference – everyone's body is different and you may have a sizing preference. If need further help, please don't hesitate to contact us for advice.

Can I exchange a bike if the size doesn't fit?

In the event a bike does not fit, an exchange may be offered at our discretion provided it has not been ridden, and subject to assessment for any damage to the bike in transit. Bikes for return must be professionally repacked, and we are unable to cover or subsidise the cost of professional repacking, shipping back to us, or re-shipping of the correct size. 

Please see our Return & Exchange policy and Terms of Service for further details.

Can I choose a colour that is not available in the tokyobike range?

tokyobike colours are carefully curated and we take pride in our unique collection. We do not offer custom colours outside of our range, and the range is subject to availability.

I've seen another model/colour tokyobike overseas – can I order it in Australia?

tokyobike Australia has selected our own range of colours and models unique to Australia. Sometimes we have sizes, models and colours that you won't find elsewhere, and international tokyobike stores may have models or colours we don't stock. We are unable to place an order for international models as our bikes are made to order within our range.

Why does tokyobike have a smaller wheel size than other similar bikes?

tokyobike was conceived for riding around 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 traffic lights, stop signs, or because you want to take a quick picture) a great deal easier. The smaller wheel size also makes tokyobike more maneuverable and agile for avoiding obstacles on the road, making it safer to ride.

Payment

Am I able to buy a tokyobike using finance?

Yes, we accept Zip, which allows you to spread the cost of your tokyobike so you can control your repayments. Zip’s simple application process takes only a few minutes to complete online. Once you are approved by Zip, you can use your credit to purchase your tokyobike and any accessories without anything to pay at the checkout.

Shipping & Assembly

Who will assemble my tokyobike/can I choose the bike shop?

In Melbourne, we work with Hive Frame Works located in Brunswick, or a suitable alternative bike shop if you are unable to collect from this location:

Hive Frame Works (open by appointment)

63 Fallon St Brunswick VIC 3056
robbie@hiveframeworks.com.au

In other cities, we work with one of our stockists or an alternative bike shop near you.

We will contact you prior to dispatch to discuss a suitable option. If you have a preferred bike shop, we will try to accommodate your preference where possible.

Find out more about Shipping & Assembly.

Why don’t you ship my tokyobike to my home?

To ensure your safety and peace of mind, your new tokyobike will be shipped to and assembled by a professional bike mechanic near you, so all you have to do is pick it up ready to ride. This is all included in our flat rate shipping & assembly fee.

How soon can I pick up my tokyobike after placing my order?

Shipping/assembly timeframe will depend on your location and the time required by your local mechanic to complete the assembly. An estimate will be provided upon dispatch. If you have specific requirements, please contact us prior to placing your order.

Do you charge additional shipping for accessories ordered with a bike?

Our flat rate of $70 per bike for shipping & assembly includes accessories ordered at the same time.

Can I track my order?

Accessories – you will receive tracking details with your shipping confirmation email.

Bikes – we will keep you informed throughout the shipping process and notify you when your tokyobike is ready for pick up from your local bike shop.

Do you offer international shipping?

tokyobike Australia does not offer international shipping. Please refer to our international stores listing for your region.

Pre-Order

How does a pre-order work?

Pre-orders are available for selected bike models and accessories. These are items that are currently out of stock, however are available to purchase in advance.

Full payment is taken in order to secure you a specific item. Your payment is not refundable for incorrect choice or change of mind, so please choose carefully – our usual Return & Exchange policy applies.

Your complete order will ship in one shipment when your pre-ordered items become available. If you would like in-stock items to be shipped now, please place a separate order to ensure prompt dispatch.

Shipping time provided is an estimate, and you will be notified of any changes as soon as possible. While highly unlikely, please understand that product availability is not guaranteed, as production can be subject to external factors outside of tokyobike’s control. In this unlikely event, you will be immediately notified and refunded.

By placing a pre-order you are agreeing to these terms and conditions.

We are always available to assist you with your selection. If you have any questions about pre-ordering your tokyobike, please feel free to contact us.

How will my pre-ordered tokyobike be shipped/assembled?

To ensure your safety and peace of mind, your new tokyobike will be shipped to and assembled by a professional bike mechanic near you, so all you have to do is pick it up ready to ride. This is all included in our flat rate shipping & assembly fee.

In Melbourne, we work with Hive Frame Works located in Brunswick, or an alternative bike shop near you if you are unable to collect from this location:

Hive Frame Works (by appointment only)
63 Fallon St Brunswick VIC 3056
robbie@hiveframeworks.com.au

In other cities, we work with one of our stockists or an alternative bike shop near you.

We will contact you prior to dispatch to discuss a suitable option. If you have a preferred bike shop, we will try to accommodate your preference where possible.

Find out more about Shipping & Assembly.

Returns & Exchanges

What is your refund/exchange policy?

Please have a read of our Returns & Exchanges policy and Terms of ServicePlease consider your purchase carefully prior to placing your order, as we do not provide refunds for incorrect choice or change of mind.

Warranty

What is your warranty?

We stand behind the bikes we sell, and offer a 12 month guarantee on all frames and forks. Please refer to our Warranty page for more information. We recommend that your tokyobike is maintained by a professional mechanic and serviced at least once a year.

Maintenance

What should I do to keep my tokyobike in good condition?

We've put together our best maintenaince tips to help you look after your tokyobike and keep it running smoothly. 

Where do you recommend to have my tokyobike serviced?

For your servicing needs, we recommend the following trusted businesses who will be happy to assist you and take care of your tokyobike.

In Sydney, Adelaide and Newcastle, get in touch with our stockists who know our brand and bikes very well.

In Melbourne, we recommend Robbie at Hive Frame Works, a knowledgeable and friendly mechanic who has extensive experience with tokyobike.

Hive Frame Works (open by appointment)

63 Fallon St Brunswick VIC 3056
robbie@hiveframeworks.com.au

Where can I purchase tubes or tyres for my tokyobike?

You can purchase tubes and tyres from us online. 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 less common sizes we recommend calling ahead to check first. 

I’m going to leave my bike parked in public a lot. What is the best way to keep it safe?

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. If you regularly leave your bike locked in public, we recommend replacing the standard quick release skewers with security skewers to protect against wheel or saddle theft.

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