Contact Us

Once your order is confirmed, you’ll receive a confirmation email from us with a summary of your order and your order number.

While we aim to dispatch orders on the same day, please allow up to 48 hours for processing, excluding weekends and public holidays. Please note that handling times apply equally to both Standard and Express shipping options. Should you have any concerns regarding your order please contact us.

If your order hasn’t been shipped yet, we may be able to update the shipping address so please contact us as soon as possible. Please note that any orders returned to sender will incur additional shipping charges for re-delivery.

At this time, BikeHeaven does not offer international shipping at checkout, except for deliveries to New Zealand. If you're looking to ship to another country, please email your enquiry to our customer service team at online@bikeheaven.com.au. Please see shipping for more information.

Unfortunately at this time we do not offer Click & Collect however we do offer free shipping on orders over $150*. Please see shipping for more information.

In most cases, yes. We strive to ship all items in your order together for convenience. However, in certain instances—such as when items are sourced from different locations or require separate packaging—you may receive your order in multiple shipments. If this applies to your order, we’ll provide tracking details for each shipment so you can stay informed. If you have any questions, feel free to contact us.

If you've received your order and something is damaged, faulty, or incorrect, we’re here to help.

Please email online@bikeheaven.com.au with the following details:

• Your order number
• A clear description of the issue Photos of the damage, fault, or incorrect item.

Our team will review your request and get back to you as soon as possible with the next steps. We appreciate your patience and will work quickly to resolve the issue.

If an item in your order is unavailable, we’ll contact you as soon as possible to discuss the next steps. You may have the option to: Wait for the item to be restocked, choose an alternative product or receive a full refund.

We aim to keep our stock levels accurate, but if any issues arise, our team will work with you to find the best solution. If you have any questions, feel free to reach out to us.

Our Rider Rewards Program is designed to thank you for your loyalty by offering points and rewards every time you shop with us. Here's how it works:

• Join for Free: Sign up at no cost to start earning points immediately.
• Earn Points: Accumulate points with every purchase you make.
• Redeem Rewards: Use your points to claim discounts and special offers on future purchases.
  

To join or learn more, visit our Rider Rewards page.