Freight, Postage & Shipping Information
Q) Where are you located?
A) Cycle Station Online is located in Albury NSW. This is a great location on the Hume Highway which is the main freight route between Melbourne & Sydney, allowing for prompt delivery to most parts of Australia.
Q) When will my order be shipped?
Most standard orders placed before 12 noon (Sydney Time AEST/AEDT) on a business day (being Monday to Friday) are shipped from our warehouse leaving the same day. If your order is particularly urgent you are more than welcome to contact us prior to ordering to confirm options. Orders placed on Friday afternoon or over the weekend will be dispatched on Monday where possible. Again please contact us to confirm if your order is urgent.
Items from our extended range are transferred from a secondary warehouse to our main warehouse prior to dispatch. These items clearly show on each product with a designation similar to "In Stock - 2-3 Days Handling" rather than simply "In Stock". Days refers to "Business Days". If your order contains any of these items, it will generally be held until all items are available, and your order then sent together. In some limited cases, we may split the order and send in separate parcels, in order to get your items to you promptly.
Q) Do you ship on public holidays?
A) No, our freight providers do not work on public holidays, so we do not ship any orders on National or NSW public holidays. Additionally, if a public holiday falls between the time when we dispatch your order and when it is delivered, this may cause delays in the transport of your freight, which are out of our control.
Q) Is pickup available from the Cycle Station Albury retail store?
A) Yes, however this is not an on-the-spot pickup at the time of your order. Our online store warehouse is in a separate location to our retail store. We offer free in-store pickup, but one business day needs to be allowed for us to transfer stock from the online warehouse to the retail store. Stock is transferred to the retail store each afternoon on business days, and is available after 3:00pm if placed by 12 noon. This means that orders placed after 12 noon on Friday or over the weekend will be available for pickup after 3:00pm on Monday.
Items from our Extended Range which specify a handling/dispatch time (eg "2-3 days Handling") will have a delay before being available for pickup. Handling times specified apply to both shipped and pickup orders. You will receive your dispatch notification as soon as the items are being transferred to our Albury store, and the order will then be ready for pickup that afternoon from 3pm.
Q) Do you hold your own stock and ship orders from your own warehouse?
A) Yes we have a warehouse in Albury NSW, where we hold stock. We also offer "Extended Range" items which may be stored in a secondary warehouse, and are transferred to our main warehouse for processing and dispatched from there. While the vast majority of products are shipped from our main warehouse, in a limited number of cases an item sent to you directly from one of our suppliers, for example certain bulky items or to solve a stock issue.
Q) Are all products listed in stock actually in stock?
A) We only list products that are in stock and available for sale (pending the rare stock error). We keep a large range of products in our main warehouse for immediate dispatch. Some products are located in a secondary warehouse and may have a slight delay in being dispatched to allow for transfer to our main warehouse. Please note that what is in stock in our online store will be different to our Albury retail store.
Q) How much does freight cost?
A) For all orders, standard freight is FREE within Australia when you spend over $99. For orders under $99, freight charges (in most cases a $9.95 flat fee) will apply.
Express Post is also available on some orders. If this is available, the additional cost will be shown on the "Cart" page. Express Post is not available on all orders, the availability of this service may depend on the size and weight of items or on your location.
Q) Which company will my parcel be sent with?
A) We use a mix of delivery options depending on the item and buyer location. This allows us to keep a balance between keeping our prices low, including offering free freight options, and delivering parcels in a reasonable time. The majority of our freight goes with either Australia Post or Fastway Couriers. Less often, orders may be sent with TNT or Couriers Please. If you have a preference for a particular freight provider please let us know and we will do our best to accommodate this or discuss with you if your preferred option is not available in a particular case.
Q) How long will it take my parcel to arrive?
A) Delivery times depend on where you live and the shipping method you select. Generally, standard orders will arrive in between 2 to 7 business days after dispatch, while Express orders will generally arrive in 1 to 3 business days after dispatch. We are well known for our fast shipping and often receive compliments on it. On the rare occasion that delays occur we are always happy to help liaise with the freight company involved to solve any issues.
Please also note that if a dispatch/handling time is shown on an item, there will be a delay in dispatch while goods are transferred between warehouses, or to/from our retail store. This is noted on the green "In Stock" button where this applies.
Q) If I select Express Post will my order arrive overnight?
A) Many times the answer is yes, particularly for clients located in Melbourne or Sydney, and often to other places as well! However, Australia Post does not guarantee next day delivery for parcels sent on business accounts such as ours. Additionally, many locations are not specified as an overnight service from our base in Albury NSW, or in some cases from anywhere. Generally, though, an Express Post parcel should arrive quicker than it would otherwise have taken, even if it's not overnight.
Please also take into account that overnight delivery is considered to be overnight from the day of dispatch, not the day of order. So if you order on Friday evening, for example, and your order was be dispatched on Monday, a Tuesday delivery would be overnight, Wednesday would be day two, etc.
Please do be aware that any specified handling times on certain products will still apply to Express Post orders, as the products that specify a handling time still need to be transferred between warehouses. Express Post refers to the postage service once it leaves our warehouse which will generally be faster tha standard products, and does not change the handling time of any "Extended Range" items.
We understand it's frustrating when you order something you need urgently and it doesn't arrive as quickly as you had hoped. Please rest assured we treat your Express Post order with the attention it deserves, but please also understand that once it leaves our hands that it's under Australia Post's control, just the same as if you posted something to a friend.
Q) Will my order have tracking?
A) In most cases yes, with some minor exceptions. Following dispatch you will receive an email with your invoice, and this will in most cases also include tracking information.
Q) What does Authority to Leave mean?
A) Authority to Leave means your package will not require a signature upon delivery. For many people this is a good option if they are unlikely to be at home eat the time of delivery and believe they live in a safe neighborhood, have a house with a front door hidden from the road, etc.
You can provide Authority to Leave via noting this in the order notes when you check out. Additionally, in some cases, Australia Post or a courier may offer you the option to provide an Authority to Leave, such as via a phone-based system. It is very important to note that if you provide an Authority to Leave, this is 100% AT YOUR OWN RISK. If you have given this authority, then Cycle Station will not be held responsible for any parcels after the point at which the postal worker or courier marks it as left - even if it's been lost, stolen, eaten by your dog or you just can't find it. All customers, especially those who live in unit blocks or similar are advise to select this option with care.
Q) Do you ship internationally
A) At the time of writing we are in the process of setting up our International shipping options and do not have this service currently available from our website.