FAQ

Shipping
How much does shipping cost?

 

A.Shipping Options - FLAT RATE AUSTRALIA WIDE. EASY.
Click & Collect (see below)
 Free
Standard Courier (Orders above $99 excluding bulky items and PO boxes)  Free
Standard Courier (2-5 days)  $9.50
Australia Post (2-7 days)  From $12.00
Express Post (1-2 days)  From $14.50
Bike Delivery - Melbourne & Geelong  $99.00
Does my order qualify for free delivery?

Chances are yes! Most of our stock is not bulky and if your order exceeds $99 then you will get free postage. This does exclude bulky items such as large bike bags and we cannot offer free shipping to PO boxes/Parcel Lockers.

Can I get a bike delivered?

Yes! We can deliver bikes to most of Melbourne and Geelong. Simply select delivery when you check out to be guided through the process or click here for more info. All bikes are fully assembled in Melbourne and we guide you through the fit process at your place.

What's Click & Collect?

Click & Collect is a free alternative to shipping. Simply select the CG Store most convenient to you at checkout, and we will prepare your order for pickup from that location! Fast. Simple. In-store items are available to pick up immediately, and warehouse 2-3 days. You'll be guided through these easy steps when you checkout!

How soon do I get my order?

Orders placed before 2pm are generally sent out the same day for in-stock items. From our warehouse takes 2-3 days (plus your preferred shipping option). If you haven't received your order in 5 working days, please get in contact with us! Sometimes more remote addresses can take a little longer.

What does "Call to Order" or "Contact to Confirm" mean?

This is for items where delivery times/dates can vary, for example a brand new product that hasn't been released yet or a product that's rare and hard to find. As such it is best to contact us before ordering so we can give you exact arrival times.

Do you ship internationally?

Just Australia at this time

Why don't you ship your bikes outside of Melbourne?

We want to ensure every bike we sell is assembled professionally and is your correct size as part of our quality guarantee. So we do not ship boxed bikes.

I need X part but it's not on your website. Can you order it?

Extremely likely! We are a full service bike shop with great relationships with local and major international distributors. Contact your local CG Store to talk to one of our friendly mechanics if you're after something highly specific.

 

Warranty
What is the Bontrager Unconditional Guarantee?

If you don't like it, bring it back: It's that simple. If for any reason you're not satisfied with your Bontrager product, return it along with proof of purchase within 30 days for an exchange or store credit. This includes aftermarket components, apparel, and accessories marked with the Bontrager Unconditional Guarantee. Just be sure you clean it before you bring it back!

What kind of warranty comes with my new bike?

Because we sell quality brands, we supply Australia's best warranties on bikes. The terms are brand specific and for most of our bikes include 12 months on parts and lifetime on the frame. Here's a list of links to help you find the right fine print for your bike:

Trek and Bontrager
Cannondale
Electra
Brompton

What is the helmet Crash Replacement Guarantee?

Safety comes first and so all Bontrager helmets come with the Crash Replacement Guarantee. If your helmet is involved in a crash within the first year of ownership, bring it in with proof of purchase and get a free replacement. Even if it's your fault!

How do I make a warranty claim?

If you have concerns with your bike/item, call or drop into any one of our locations for assistance with processing a claim. 

 

Payment
Do you offer layby?

Yes! Layby is available for a maximum of 3 months with 20% non-refundable deposit. Please call us or drop in store to organise. 

What are your financing terms?

We offer Zip Money as an easy, affordable finance option. Zip Money can be used for all purchases up to $8,000 and is quick and easy - simply click on the Zip Money logo.

Do you price match?

Yes. We strive to provide the best price on all our products, all the time.

If you find another business selling a product that we stock for less, we will happily match them. Simply see our terms and conditions for how this works.

I'm a BUPA member, how do I redeem my voucher?

All Bupa members have access to a 15% discount on RRP of Trek Bikes and Bontrager P&A, excluding Project One. To redeem, download and print your discount voucher from the Bupa member intranet site. Present that along with your Bupa membership card and photo ID at one of our six stores.

 

Maintenance and Servicing
How often should I get my bike serviced?

After purchasing a new bike we recommend a service after 1 month because of initial wear.

Following this you should service your bike once every 3 months for a heavily ridden bike to once every 6 months for more infrequent use.

I want to learn how to maintain my bike, what can I do?

We have qualified mechanics in each of our stores that can provide fantastic advice on keeping you bike in good shape between each service!

Also we often run a FREE workshop night that teaches you some basic mechanical skills, such as basic cleaning processes and changing a flat tyre.

I can't find my bike manual, where can I get a new one?

Many of our brands have online resources about all of their bikes, you can find them in the links below:
Trek
Cannondale 
Select support>Owners Manuals

 

Community
Do you run any shop rides?

YES! Several of our shops run rides, often weekly if the conditions permit! Check our shop rides page for more details, or check out our instagram for up to date information.