How quickly can you answer my question?
We answer messages and emails in the order they are received and we try to respond as promptly as possible. We mostly reply within 24 hours of receiving a message or email.
Can I change my shipping address after placing an order?
We process orders quickly, often within 24 hours, so changes may not always be possible. If you notice an error, please email us ASAP with your name and order number. We’ll do our best to update your details before shipping, but we can't guarantee changes once your order has left the warehouse.
How long does processing take?
Order processing times are between 1~3 business days after the day you placed your order. Most packages are prepared within 24 hours, but if our warehouse is exceptionally backed up processing times may go up to 3 business days following the day you placed your order.
General shipping information
Our warehouse processes and ships all orders Monday to Friday (excluding major holidays). After placing your order, your package will be shipped within 5–7 business days, and you will receive an email with a tracking number once it has been dispatched. Orders within Australia are typically delivered within 10–14 business days.
Will my order come in one package?
Depending on the size of your order, you may receive separate packages that could arrive 1–2 business days apart.
If your order includes a bike:
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Shipped bikes will arrive partially assembled and require some setup.
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Locally picked-up bikes will be fully built and ready to ride.
Do you have a physical store or pickup location?
We don’t have a physical store, but we are based in Byron Bay. Locally picked-up bikes are fully built and ready to ride for an additional charge of $200. If you’d like to arrange a pickup in Byron Bay, please contact us for details.
What happens if an item is out of stock?
If an item is out of stock, we will email you with an estimated restock date. If it's unavailable for more than 2 weeks, we will issue a refund automatically.
What if I receive a damaged item?
We apologize that your shipment didn't arrive in perfect condition! Please contact us with your name and order number for further assistance.
How can I track my order?
Use the Track My Order link on our homepage or in the main menu. Enter your tracking number to see the latest status. If you need help, feel free to reach out!
Why isn’t my tracking number working?
Sometimes tracking updates are delayed. If your order is within the estimated delivery window, please allow some time. If tracking hasn’t been updated within 48 hours, please contact us for assistance.
What if something is missing from my order or damaged?
If an item is missing or damaged, contact us immediately. We offer a 30-day Money Back Guarantee, so please reach out within this period. Contact us via the Contact Us tab or email us at GreenWheelsByron@gmail.com.
Do you offer returns or exchanges?
Yes, we accept returns and exchanges. Faulty products are eligible for refunds or replacements. Change-of-mind returns are accepted within 30 days for unused, unassembled items, with a 15% restocking fee after 7 days.
For more details, please check our Refund Policy.
