Shipping & Delivery
As a leading online cycling apparel retailer, we ship thousands of orders daily all over the world.
Last year, we shipped over 12,500 orders to 72 countries to every continent except Antarctica. We may be based in Australia, but because we ship factory-direct from our central OCG factory in Asia, we can ship anywhere!
This year, we are already on track to at least double that, so our only focus this year is to streamline the process so we can still sell to all corners of the globe and ship for free directly to your door.
We also offer express shipping services for those needing their gear by a specific date (apparel only orders currently, but more coming).
For Australian customers, we have our Australian focused warehouse already launched serving our accessories with 24-hour dispatch.
We know you want your gear as quickly as possible, so we continue to work on how we can do that for free.
How do you ship packages?
The order process follows these steps:
VERIFICATION > PROCESSING > SHIPPING > DELIVERY
All orders are checked against an independent service for risk of fraud before payment verification is completed.
Orders are processed and if we don't have the item in our batch of local stock, it is sent either directly to our global warehouse for packing and sending (1-2 business days processing time), or to our dedicated factory for manufacturing and dispatch if an item is not already stocked (3-5 business days processing time).
We have one of the largest range of unique designs available anywhere, with over 300 original designs and growing, so not all items will be stocked at one time.
Once packed for dispatch, we send packages via FedEx, TNT, DHL (Express Shipping) or China EMS (Free Shipping).
For free shipping, your package will be passed to your local postal service for delivery to your chosen delivery location.
Free shipping can deliver to a residential or business address, as well as post boxes and parcel lockers in most locations. Check with your local postal service if you are unsure.
For express shipping, as these are delivered by courier directly from our international warehouse, a street address and phone number are required as couriers cannot deliver to post boxes or parcel lockers.
Signatures will also be required as is the requirement from all courier companies for all international parcels.
Will I be charged customs fees?
Depending on your location, customs charge may be applicable but are very rare at the price point of our products.
Items may be shipped in individual packages if the combined value is deemed to be at risk of incurring customs charges.
While we have yet to have a customer charged customs fees, you consent that one or more packages may be shipped to you and may get customs fees when they arrive at your country.
How long does shipping take?
Express shipping is available for customers in USA, Canada, UK and Australia and will generally take 3-5 business days from time of dispatch.
Please note we do need 2-4 days to have your order ready for dispatch if it needs manufacturing, but we do prioritise paid express orders.
In most major countries and centres, free shipping will take between 6 and 14 business days from time of dispatch. Some more remote areas may take a longer.
Tracking numbers are provided on all orders as soon as they are dispatched to allow you to track the progress of your item(s) in real-time. It is normal for tracking information to take 3-5 days to initially update. This does not affect delivery times at all.
Shipping time estimates are as follows. Variations between similar locations are due to local postal service processing times:
|Australia, New Zealand||3-5|
|Rest of Europe, Asia, Africa & South America||Unavailable at this time|
- We aim to process in-stock orders within 72 hours (not including holidays and Sunday's) at which point shipping time estimates begin.
- All estimated/typical delivery time are derived from real-world data collected from past orders. They are approximate times for reference only.
- Shipping times will be affected by national holidays; manufacturers and couriers will limit their operations at these times. This is outside our control. Normal service resumes immediately after each holiday.
|United States, United Kingdom, Canada, China, Hong Kong, Belgium, Switzerland, Germany, Netherlands, South Korea, Finland, Thailand, Singapore, Austria, Taiwan, Puerto Rico||6-14|
|France, Spain, Ukraine, Japan, Denmark, Finland, Ireland, Norway, Portugal, Sweden,||10-20|
|Brazil, Russia, Italy, Argentina, Chile, Mexico and most of South America||15-35|
|All Other Countries||10-25|
- It can take a few days following order shipment before the tracking number becomes active in tracking providers systems. If the information has not appeared on the tracking website, please try again later.
- Free gift promotions may fall outside of these delivery times and will usually ship separately to the main order.
Do you provide tracking information?
Yes, you will automatically receive an email once your order ships that contain your tracking information.
If you haven’t received tracking info within 2 days, please contact us via our contact page.
My tracking says “no information available at the moment”
This is normal. For most shipping companies, it will take between 2-3 business days for the tracking information to update on their system.
If your order was dispatched more than five business days ago and there is still no information on your tracking number, please contact us and we will chase it up for you.
Will my items be sent in one package?
We will always endeavour to minimize the packaging needed for shipping.
The majority of our items are shipped from our single warehouse, though some items introduced on a trial basis or in partnership with other companies may ship separately.
On some orders, we will ask our manufacturer to split the packaging to reduce the risk of custom or import charges being applied to the order.
On occasion, one item of an order may take longer to make, is temporarily out of stock or requires different a different class of packaging.
In this case, we will ship the available item immediately, and ship the remaining items separately as to not hold up the entire order.
If you have any other questions, please contact us via our contact page and we will do everything we can to help you out.