Shipping policy
Shipping & Delivery
Shipping & Delivery
Getting Your Cooly to You
Free Australia-wide shipping, clear delivery estimates and support from the Cooly Crew if you need a hand along the way.
We deliver eBikes, accessories, parts and merchandise across Australia, including metro, regional and remote destinations.
Delivery times and delivery format depend on your location, postcode, product and the available freight service.
What Do You Need to Know?
How long will it take? Delivery Estimates ↓ How will my bike arrive? Assembled vs Boxed ↓ Already ordered? Track Your Order ↓Australia-Wide Delivery
Where We Ship
Cooly Bikes delivers throughout Australia, including Queensland, New South Wales, Victoria, South Australia, Western Australia, Tasmania, the Northern Territory and the ACT.
Free Shipping Australia-Wide
Cooly Bikes provides free Australia-wide shipping on eBikes, accessories, parts and merchandise, including metro, regional and remote Australian destinations.
New Zealand orders follow a separate quoted international-freight process and are not included in the free Australia-wide shipping offer.
Before It Leaves Cooly
Order Processing & Dispatch
Most In-Stock Orders
For most in-stock orders, allow approximately 1–2 business days before dispatch.
This is our normal operating expectation rather than a guaranteed dispatch timeframe.
Pre-orders, backorders, out-of-stock products and exceptional fulfilment circumstances may take longer.
Estimated Delivery Times
How Long Will Delivery Take?
Delivery timing varies with location and the carrier network. The timeframes below are general estimates after dispatch and are not guaranteed delivery dates.
Approximate delivery estimate for metro destinations.
Approximate delivery estimate for regional destinations.
Approximate delivery estimate for remote destinations.
Contact the Cooly Crew before ordering. We can help you understand the available delivery options and current expectations where possible, but carrier delivery dates cannot be guaranteed unless specifically confirmed.
eBike Delivery
How Will My Bike Arrive?
Depending on your postcode, location and the available delivery service, your Cooly may arrive fully assembled or boxed for transport.
Fully Assembled Delivery
Fully assembled eBike delivery is available across selected service areas including:
- Gold Coast
- Brisbane
- Sunshine Coast
- Sydney
- Newcastle
- Wollongong
Actual availability remains dependent on your postcode, location, available delivery service and freight arrangement.
What Fully Assembled Means
Where applicable, your bike arrives fully built with the front wheel, handlebars, pedals and battery installed after the applicable final workshop or pre-delivery check.
Boxed Delivery
Locations outside the applicable assembled-delivery network generally receive the eBike boxed for safe transport.
Customer assembly will generally include:
- fitting the front wheel
- positioning or fitting the handlebars
- fitting the pedals
Cooly customers have access to assembly instructions, supplied basic tools, online assembly guidance and support from the Cooly Crew.
Canberra and Melbourne are currently outside the assembled-delivery service areas.
Shipping Details
Orders, Parcels & Delivery Services
Accessories, parts and other products may travel separately from an eBike or from other products in the same order.
Depending on stock location, product type and freight arrangements, your order may arrive in more than one parcel or at different times.
Cooly Bikes uses a range of delivery partners depending on the order, product size, destination and the most appropriate available freight service.
The carrier used for one order may therefore differ from another.
Depending on the carrier and delivery service, an order may require a signature or may be eligible for Authority to Leave where the relevant delivery service permits it.
If you have a strong delivery preference, contact us as soon as possible after ordering and we will request it where the available carrier service allows.
Delivery requirements remain subject to the carrier and service available for the order.
The standard 1–2 business day dispatch expectation does not automatically apply to pre-orders, backorders or products that are not currently in stock.
Where a product has a different expected availability or fulfilment timing, that information should be considered separately from the standard in-stock dispatch estimate.
Already Ordered?
Track Your Order
Tracking details are automatically supplied by email once an applicable online order has been dispatched.
Carrier tracking may sometimes take approximately 24–48 hours after dispatch to show its first movement.
If your tracking has not updated as expected, contact the Cooly Crew and we'll help work through the next step.
Track Your OrderDelivery Help
What If Something Goes Wrong?
Freight does not always run perfectly. If something doesn't look right, contact us and we'll help work through it with the relevant delivery provider.
Tracking Delayed or Stalled
If tracking has not updated or your order appears delayed, contact us and we can review the available tracking information and raise an enquiry where appropriate.
Delivered but Can't Find It
If tracking shows delivered but you cannot locate your order, contact the Cooly Crew so the delivery can be investigated.
Lost in Transit
If a carrier confirms that a shipment has genuinely been lost before successful delivery, Cooly Bikes owns the customer-resolution process.
The appropriate next step will depend on the circumstances and any applicable rights.
Wrong Shipping Address
If you notice an address error, contact us as soon as possible.
Where a customer-supplied address error causes an actual carrier redirect, re-delivery or return-to-sender cost, the reasonable carrier cost may be passed through.
We do not add penalty or arbitrary administration fees.
Transit Damage
Has Your Order Arrived Damaged?
Accept the Delivery & Document the Condition
If visible freight or carton damage is present, accept the delivery and document the condition rather than automatically refusing the shipment.
Please report transit damage as soon as possible, preferably within 24 hours of delivery, so we can investigate it promptly.
Where reasonably possible, keep the packaging until the issue has been assessed.
Useful evidence may include:
- order number
- tracking number
- photos of the bike or product
- photos showing the damage
- photos of the packaging
- video where useful
The preferred 24-hour reporting timeframe helps us investigate freight damage quickly.
It is not a statutory deadline or automatic loss-of-rights deadline.
Damaged, faulty or incorrectly supplied products follow the separate product-problem pathway.
warranty@coolybikes.comCooly Crew HQ
Click & Collect
If Click & Collect is available for your order, we'll contact you when it is ready for collection.
Collection is available for eligible eBikes, accessories and parts.
Please wait until the Cooly Crew confirms that your order is ready before travelling to the showroom.
Cooly Bikes
Beach House Plaza, Shop 11
52–58 Marine Parade
Coolangatta QLD 4225
Please bring your order number and/or photo ID for collection.
The purchaser must currently collect the order. Third-party collection is not currently permitted.
International Delivery
Shipping to New Zealand?
Cooly Bikes may be able to supply selected eBikes, accessories and parts to New Zealand.
New Zealand customers must contact Cooly Bikes before ordering.
We first need to confirm:
- product shipping eligibility
- freight availability
- quoted freight cost
- any product-specific restrictions
Free Australia-wide shipping does not apply to New Zealand orders. New Zealand customers are responsible for the quoted international freight cost.
Destination-country duties, taxes, customs charges, clearance charges or other applicable import costs may also apply. These amounts depend on the individual shipment and are not quoted or guaranteed by this policy.
Contact Us Before OrderingRelated Information
Shipping, Returns & Warranty
Shipping & Delivery explains how your order gets to you. Returns, refunds and warranty matters have their own dedicated policies.
Cooly Support
Need Help With Delivery?
If you're unsure about delivery to your area, tracking or how your eBike will arrive, contact the Cooly Crew.
General Delivery Support
connect@coolybikes.comQuestions about delivery, tracking, delivery format, address details or general freight.
Email the Cooly CrewProduct Problem Support
warranty@coolybikes.comIf the product arrives damaged, faulty or incorrectly supplied, contact our warranty and product-support team.
Email the Warranty TeamGold Coast roots. Australia-wide support.