We’re experiencing technical issues & our pre-order option will be back online very soon. In the meantime, click here to learn more about pre-ordering. Thank you!

FAQ

Choosing Your tokyobike

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

Please refer to our size guide prior to purchase to determine the correct bike size for you. The guide is provided as a reference only – everyone's body is different, and you may have a sizing preference. If you are unsure, please feel free to contact us for further 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 Returns & Exchanges 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 a traffic light, stop sign, or because you want to take a quick picture) a great deal easier. The smaller wheel size also makes tokyobike more maneuverable and agile when dodging 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

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

We want your tokyobike to be assembled by a professional bike mechanic to ensure your safety, so all you need to do is pick it up ready to ride. This is all included in our reasonable, flat rate shipping & assembly fee. As soon as your bike is fully assembled and ready to ride, we will contact you and you can head to the bike shop to pick it up.

Please note Little tokyobike is shipped directly to you almost fully assembled.

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

In Melbourne, we work with Hive Frame Works located in Brunswick. In other cities, we work with one of our stockists, or a suitable bike shop near you – we will contact you after receiving your order to discuss a suitable option. If you have a preferred bike shop, we will try to accommodate your preference where possible.

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 for bike shipping & assembly includes accessories ordered at the same time.

Can I track my order?

Accessories & Little tokyobike – you will receive a shipping confirmation via email with tracking details. 

Adult tokyobike – 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 models and accessories. An upfront payment is required to secure your pre-order and is not refundable for incorrect choice or change of mind due to external circumstances, so please choose carefully – we appreciate your understanding.

Please refer to our size guide to determine the correct bike size. The guide is provided as a reference only – everyone's body is different, and you may have a sizing preference.

Shipping dates provided are an estimate, and we will notify you of any changes as soon as possible.

Our team is always happy to assist you with your selection or suggest accessories to suit the model selected. Please feel free to contact us prior to placing your pre-order.

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

We want your tokyobike to be assembled by a professional bike mechanic to ensure your safety. Your pre-ordered tokyobike will be shipped to a mechanic near you, so all you need to do is pick it up ready to ride. This is all included in our reasonable, flat rate shipping & assembly fee.

In Melbourne, we work with Hive Frame Works located in Brunswick. In other cities, we work with one of our stockists, or a suitable 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.

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 due to external circumstances.

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.

Bike Maintenance

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

Read our maintenaince tips for details on how to keep your bike running smoothly!

Where do you recommend to have my tokyobike serviced?

In Sydney, Adelaide and Newcastle, our stockists have extensive experience with our brand and know our bikes very well.

In Melbourne, we recommend Robbie at Hive Frame Works, a knowledgeable and friendly mechanic who has been an integral part of tokyobike Australia.
By appointment
Hive Frame Works
63 Fallon St Brunswick

Where can I purchase tubes or tyres for my tokyobike?

You can purchase tubes and tyres from us online 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 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 are going to leave it locked in public often, we recommend replacing the standard quick release skewers with a Security Skewer Set to protect against wheel or saddle theft.

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