Shipping policy
SHIPPING POLICY (AUSTRALIA WIDE)
SHIPPING POLICY OVERVIEW
Cooly Bikes ships Australia wide for e-bikes, electric bikes, accessories, parts, and merchandise. This Shipping Policy explains shipping costs, estimated delivery timeframes, tracking, and what to do if there is a delivery issue.
If you have any questions about delivery or you want to confirm how your bike will arrive (fully assembled or boxed), contact us before ordering at connect@coolybikes.com or 07 5518 3478.
WHERE WE SHIP (AUSTRALIA WIDE DELIVERY)
We ship to all Australian states and territories, including QLD, NSW, VIC, SA, WA, TAS, NT and ACT.
We can also ship to New Zealand. Shipping costs apply and are quoted on request. Please contact us for a freight quote before ordering.
SHIPPING COSTS
• Free shipping Australia wide on e-bikes (unless otherwise stated on the product page)
• Shipping for accessories, parts, and merchandise is calculated and shown at checkout
• New Zealand shipping: contact us for a quote
ORDER PROCESSING TIME
Orders are typically processed within 1 to 2 business days (when items are in stock). During peak periods (new model drops, major sales, Christmas, and school holidays), processing times may be slightly longer.
DELIVERY TIMEFRAMES (ESTIMATED)
Delivery times vary depending on your location and the carrier network. As a general guide for Australia wide shipping:
• Metro areas: 2 to 7 business days
• Regional areas: 3 to 10 business days
• Remote areas: 5 to 14 business days
If you need delivery by a certain date, contact us before ordering and we will help you choose the best option where possible.
HOW YOUR BIKE WILL ARRIVE (FULLY ASSEMBLED VS BOXED)
We aim to get you riding as quickly as possible, with delivery that suits your location.
FULLY ASSEMBLED E-BIKE DELIVERY (EASTERN SEABOARD MAJOR CITIES)
For most major cities on the Eastern Seaboard of Australia, we can ship your e-bike fully assembled.
• Your bike arrives protected and ready for a quick safety check
• Before your first ride, check tyre pressure and do a quick once-over
BOXED E-BIKE DELIVERY (OTHER AREAS)
For locations outside major Eastern Seaboard cities, your e-bike may arrive boxed for safe transport.
• Packaged to protect it in transit
• Basic assembly may be required (for example: fit front wheel, fit handlebars, fit pedals)
If you are unsure which option applies to your address, contact us and we will confirm before you order.
ACCESSORIES AND PARTS DELIVERY
Accessories and parts may ship separately from bikes. If your order includes multiple items, you may receive more than one parcel.
CARRIERS WE USE
We use a range of trusted Australian carriers depending on your location, parcel size, and the safest delivery method available at the time of dispatch.
SHIPPING TRACKING
Tracking details are provided once your order has been dispatched. If you have not received tracking within a reasonable time after ordering, contact us and we will help straight away.
SIGNATURE ON DELIVERY AND AUTHORITY TO LEAVE (ATL)
Depending on the carrier and delivery conditions, your order may be delivered with signature on delivery or with Authority to Leave (ATL) where it is considered safe.
If you have a strong preference (signature only, or no ATL), contact us immediately after placing your order and we will request it where possible.
DELIVERY ISSUES, DELAYS AND DAMAGED PARCELS
Delays can occur due to carrier networks, weather events, or peak periods.
• If your parcel is delayed or missing, contact us and we will lodge an enquiry with the carrier
• If an item arrives damaged, contact us within 48 hours of delivery with photos of the packaging and item so we can resolve it quickly
INCORRECT ADDRESS DETAILS
Please double-check your shipping address at checkout.
• If an incorrect address is entered and the order has already shipped, re-delivery fees may apply
• If you notice an error right after ordering, contact us as soon as possible and we will do our best to update it before dispatch
CLICK AND COLLECT (COOLANGATTA SHOWROOM PICKUP)
If pickup is available for your order, it will be shown at checkout.
Pickup location: Shop 11, 52 to 58 Marine Parade, Coolangatta QLD.
We will notify you when your order is ready for collection.
CONTACT COOLY BIKES
For questions about shipping, delivery timeframes, tracking, or electric bike shipping Australia wide, contact:
Email: connect@coolybikes.com
Phone: 07 5518 3478