Owner Care / Arrival
Your Bike Has Arrived
What to check when your bike arrives, what to photograph, and what to do next.
Horacio Owner Care · Arrival checks
Congratulations on your new bike. Before you assemble or ride, take a few minutes to check its condition.
Use the instructions or emails supplied with your bike. If it arrives fully assembled or you collect it in store, check the bike itself and then follow our first-ride checklist.
Four things to check on arrival
The outer carton
If your bike arrives boxed, photograph any cuts, punctures, wet areas or crushed corners before opening it.
Frame and components
Carefully uncover the bike, keeping the protective material. Look for scratches, dents, visible damage or parts that have moved out of position. Photograph anything of concern.
Rear derailleur and hanger
The hanger connects the rear derailleur to the frame. If the derailleur looks bent inward or unusually close to the spokes, do not operate the gears or ride. Send us a clear photo first.
Tyres
Both tyres are inflated and checked before dispatch and should contain air on arrival. If either is flat or visibly damaged, photograph it and contact us before assembling or riding.
Dispatch pressure is not riding pressure. Before riding, adjust the pressure to suit the tyre and rim limits and the instructions supplied with your bike.
Something looks wrong? Pause before assembling or riding.
Keep the carton, protective packaging and affected parts. Take clear photos and contact us so we can help with the next steps. If a local bike shop is assembling your bike, ask them to flag any concerns before proceeding.
Check your order and accessories
Match the bike's model, colour and size to your order confirmation. Check that any accessories you ordered are included.
Small parts may be tucked inside the packaging, so check carefully before discarding it. If an item appears to be missing, check your shipping notifications to see whether it is arriving separately. Contact us if anything is missing or does not match your order.
Please tell us promptly
Report visible delivery damage or arrival concerns as soon as possible, preferably within seven days of delivery. This helps us assess the bike's original condition and arrange support. This request does not limit your warranty or Australian Consumer Law rights.
If you notice a problem during setup or before your first ride, pause and contact us.
Everything looks right? Choose your next step
My bike arrived boxed
Use the assembly instructions for your model, or take your bike to a qualified local bike shop for assembly. Once assembled, complete the first-ride safety checks before riding.
View assembly guides →My bike is already assembled
Whether you collected it or received it assembled, complete the first-ride safety checks before heading out.
Open the first-ride checklist →