Terms and Conditions

Import duties and taxes may apply to your order as we ship globally from Velobike HQ in New Zealand. Read the below to determine how this applies to you.

Shipping to the United States of America? Prices include all import taxes, duties and tariffs at checkout. You won't be charged any extra costs upon import with DHL.

Prices include both sales taxes (GST/VAT) and any DHL / customs import charges on orders shipping to:

    • New Zealand
    • Australia
    • Canada (BC only)
    • Switzerland
    • Norway
    • UK* (orders under £135 only)
    • EU** (orders under €150 only)

    *Orders under £135 only: VAT included at checkout. Orders above £135: import VAT/customs collected separately on delivery by DHL.

    **Orders under €150 only: VAT included at checkout. Orders above €150: import VAT/customs collected separately on delivery by DHL.

    For all other countries:

    • Import taxes, duties and tariffs are not included at our checkout
    • Check your local customs rules for guidance on whether import taxes, duties or tariffs apply to your import; if so, DHL will collect these from you before delivery
    • We declare goods sold as a commercial sale at invoice value, and do not take requests to lower declared values or mark goods as gifts
    • Declined payments result in returned parcels, with return costs deducted from refunds owing.

    Your parcel is declared as a 'commercial sale'

    The declared value of your parcel will be the cost of the items as on your invoice.  The parcel will be declared as a “commercial sale”. We do not take requests to make the value lower, or declare the parcel as a gift.

    Need to cancel your order?

    If you’d like to cancel your order before it’s dispatched:

    • Contact us as soon as possible at hello@velobike.co.nz or message us on social media (Facebook or Instagram).

    • We dispatch orders quickly, so the earlier you contact us, the more likely we can cancel before it ships.

    Need to return your item?

    If you’ve received your order but wish to return a non-faulty item:

    • Email us at hello@velobike.co.nz within 14 days of receiving your parcel.

    • Items must be in brand new condition. You can keep any stickers or notes that came with your order.

    • You as the customer are responsible for paying the cost of shipping the returned parcel.

    • We recommend using tracked and insured shipping, as Velobike cannot accept responsibility for parcels lost or damaged during return transit. 

    Tip: For heavy or bulky items, return shipping can be expensive — sometimes it’s more cost-effective to on-sell the item locally.

    Once your return has been received and approved, the refund will be processed to your original payment method. You’ll get an automated email once the refund is processed.

    What does pre-order mean?

    Velobike is regularly creating new products for track cyclists around the world. As we develop new products regularly, that means we will sometimes have pre-order items available for purchase.

    "Pre-order" means you’re buying this item before we have manufactured it and/or before it’s official release.

    Estimated timeframes are clearly indicated on the product page. Purchasing means you agree with these estimated timeframes. Please manage your expectations when it comes to estimated timeframes. 

    You’ll pay for the item in full when you place your order on the website. 

    If we can’t fulfil the product in the timeframe stated on the product page at the time of your purchase, we will contact you via email as soon as we become aware of the delay. Our new estimated timeframe will be provided. You will have the option of:

    • continuing to wait for the product, or
    • asking for a full refund of what you paid (including shipping costs).

    Mixed shopping carts

    Orders that include a mix of in-stock and preorder items will be shipped only when the preorder item is ready to ship. If time is of the essence, place two separate orders. This does not apply to Framesets as they are always shipped separately from any other items in your order.

    Product Information

    We make efforts to ensure product descriptions, pricing and imagery are accurate. However, errors may occasionally occur. Velobike reserves the right to correct errors, update information, or cancel orders affected by incorrect pricing or product information.

    Governing Law

    These Terms & Conditions are governed by the laws of New Zealand.

    Contact Us

    If you have any questions regarding these Terms & Conditions, contact hello@velobike.co.nz.