Help Centre

Bicycle Delivery

Q1: Authority to Leave vs. Signature Required

Authority to Leave (ATL): The courier is allowed to leave your parcel at your address without a signature. No one needs to be home. The parcel will be left at your front door or in a safe spot.

If you select ATL, HoracioBikes and the carrier are not responsible for parcels that are lost, stolen, or misdelivered once they are marked as delivered.

Signature Required: Someone must be home to sign for the parcel.

Please choose the option that best fits your situation.

Q2: What happens if I miss the delivery?

If you selected Signature Required and no one is home at the time of delivery:

• Your parcel will usually be taken to the carrier’s local depot.
• You’ll need to bring your ID to collect it in person, or request redelivery.

If it’s the first missed attempt, we could help you schedule a second delivery — but please note: Redelivery may take several business days, depending on carrier availability. Timing is based on the courier’s schedule and cannot be guaranteed.

To arrange redelivery, the fastest way is to contact the carrier directly using your tracking number.

Alternatively, you can email our customer support team at info@horaciobikes.com.au and we can request redelivery on your behalf — please allow extra time for this process.

Q3: When will I receive my tracking number?

Once your order is picked up by the carrier and leaves our warehouse, we’ll automatically send you an email with your tracking number. You can use it to follow your delivery progress on the carrier’s website.

Q4: Will the driver call me before delivery?

No. The driver will not call you prior to delivery. This is primarily due to road safety reasons.

Q5: How long does delivery take?

Most orders are dispatched within 1–3 business days after payment is confirmed.

Standard delivery times are:

• Metro areas: usually 2–7 business days after dispatch
• Rural and regional areas: usually 4–12 business days

Please note that both dispatch and delivery times may be delayed during peak periods — such as Black Friday and EOFY.

We appreciate your patience and understanding during these busy times.

Q6: Do you deliver to all areas in Australia?

We deliver to most areas across Australia. If you’re not sure whether we can deliver to your address, feel free to contact us — we’re happy to help you check.

Q7: How much is the shipping?

Shipping fees vary depending on your location and the size of the bike. You can check the exact shipping cost by entering your address at checkout page before completing your order.

Q8: Can I change my delivery address after ordering?

Yes, but please contact us as soon as possible.

If your parcel has already been shipped and you still wish to change the address, a redirection may be possible — but this will incur a fee starting from $65, depending on the carrier.

Q9: Can you deliver to PO boxes, locked bags, or roadside mailboxes?

Only bicycle accessories and small parts can be delivered to PO boxes, locked bags, or roadside mailboxes.

We are unable to deliver bicycles to these addresses due to size and courier restrictions. Please use a physical street address for all bicycle orders.

Q10: Do you ship internationally?

Unfortunately, we do not ship bicycles, bicycle accessories, or parts outside of Australia at this time.

Q11: Can I cancel my order if my parcel hasn’t arrived yet?

We understand that delivery delays can be frustrating — especially when your order is time-sensitive. Once your parcel has been dispatched, it is handled by a third-party courier, and while we use trusted express services, delivery times cannot be guaranteed.

If your parcel is still in transit, cancellation is only possible after the parcel is returned to us. This is because:

• We have fulfilled our responsibility by shipping your order promptly;
• The parcel is no longer within our physical control;
• We must ensure the item is returned in acceptable condition before issuing a refund.

Your rights under Australian Consumer Law (ACL)
Under the ACL, when a customer cancels an order after dispatch, a business may wait until the goods are returned before providing a refund. This protects both the buyer and the seller by confirming the item was not lost, used, or damaged in transit.

If you no longer wish to receive your parcel, please notify us. We will request the courier to stop delivery or return the item to our warehouse. Once received, your refund will be processed promptly.

If the order is cancelled while in transit or refused at delivery, the original shipping fee is generally non-refundable, as the courier service has already been provided.

In most cases, the return shipping fee will be deducted from your refund unless the courier is clearly at fault. The return fee varies based on parcel size and location.

❗Courier delays
If there is a confirmed failure on the courier’s part, we will lodge a claim on your behalf and request reimbursement for both the original and return shipping fees.

Q12: What if I need my order urgently?

We understand that some orders are time-sensitive. If you need your parcel by a specific date, please contact us before placing your order.

We can ask the carrier for an estimated delivery time based on your address and delivery method. However, please note the following:

• The estimated delivery time is not a guaranteed delivery date.
• Most parcels do arrive on time, but delays due to weather, routing, or high volume are always a possibility.
• This estimate is provided by the carrier, not HoracioBikes. We are simply relaying the information and cannot promise on their behalf.

⛔ If your parcel arrives later than the estimate but still within a reasonable time, the carriers are not able to refund the shipping fee.

Please remember — we use trusted third-party couriers, but we do not control their delivery schedules. Delivery always carries a degree of uncertainty.

If your order is urgent and you’ve already placed it, please contact us as soon as possible with your order number and the date you need the parcel by. We will do our best to prioritise your shipment and pass your request to the courier.

✅ To avoid disappointment, we recommend placing your order early and leaving a buffer in case of unexpected delays.

Q13: What does “85% assembled” mean for boxed bikes?

When your bike is delivered in a box, it arrives 85% pre-assembled.

This means that key components such as the frame, drivetrain, rear wheel, and brakes are already installed by our technicians. The remaining parts need to be installed such as:

• The front wheel
• The pedals
• The seat post
• The handlebars

We include basic tools in the box. If you prefer a professional setup, you can take the bike to your local bike shop for final assembly.

Local Delivery

Q1: Do you offer ready-to-ride delivery in Brisbane?

Yes! We offer a convenient ready-to-ride delivery service for customers located in most areas of Brisbane, the Gold Coast, and Ipswich. Your bicycle will be fully assembled and professionally tuned by our mechanic before delivery, so it’s ready to ride upon arrival.

Typical delivery time is between 2 to 8 business days, depending on your location and scheduling availability.
We’ll send you an SMS notification 1–3 days prior to delivery to confirm the estimated date and time window.

Q2: How much does local delivery cost?

Local delivery fees vary by distance, ranging from $9.99 to $24.99.
You can see the exact fee at checkout after entering your address.

Q3: Do I need to be home to receive my local delivery?

No. You can choose Authority to Leave when placing your order, or simply let us know a safe place to leave the bicycle when we contact you via SMS before delivery.

Please note: We are not responsible for any loss or theft once the bicycle has been delivered and photographed in the agreed location.

Q4: Can I choose a specific delivery time?

We’ll do our best to accommodate your preferred time, but delivery windows are generally based on our team’s route planning.
You’ll be notified in advance and given a confirmed delivery window.

Q5: Do I need to assemble anything?

No. With local delivery, your bike will arrive 100% assembled and ready to ride.

Q6: Can I test the bike upon delivery?

Yes! You’re welcome to do a quick test ride when the bike is delivered. Our team will be happy to assist with any immediate questions.

Q7: What if I want to return a locally delivered bike?

Returns are still possible, as long as your bike meets the conditions outlined in our Change of Mind Return Policy.

If the bike is in eligible condition, you may:

• Bring it back to our Brisbane store yourself, or
• Request a return pickup service (a fee will apply).

For example, if you paid $24.99 for local delivery, the pickup fee for return will also be $24.99.
Please note: the original delivery fee is non-refundable.

Q8: Can you pick up my bike for servicing or repairs?

Unfortunately, we do not offer pickup for servicing or repair.
You’ll need to bring the bicycle to our Brisbane workshop. Thank you for your understanding.

After Receiving the Bike

Q1: How much assembly is required when I receive the bike? What do I need to install?

Our bikes are approximately 85% assembled before shipping and go through a full quality inspection.

When you receive your bike, you’ll only need to complete a few simple steps:

• Attach the handlebar
• Install the front wheel
• Install the pedals
• Mount the front and rear reflectors, and the bell
• Check and fine-tune the brake system
• Check the gear shifting performance

📽️ If you're unsure about any of the steps, we recommend watching our assembly video tutorial for clear guidance. You can also take the bike to your local bike shop for final assembly.

Q2: What checks should I perform after assembly?

Even though every bike is tested three times before it leaves our warehouse, vibrations or pressure during transit and minor assembly misalignments may occur.

We recommend performing a final inspection before your first ride. Please refer to the checklist in your manual, focusing on:

• Brake responsiveness
• Gear shifting smoothness
• Proper tire pressure
• Tightness of all bolts and screws

🔒 These checks help ensure safety and an enjoyable riding experience.

Q3: What should I do if I have trouble assembling the bike or something feels off after setup?

It's completely understandable to have questions after receiving your bike, especially if you're noticing minor issues like the chain dropping or gears not shifting smoothly.

First, don’t worry — this is quite normal with bikes purchased online. It doesn’t mean your bike is faulty.

All our bikes are shipped 85% pre-assembled. The final steps (like pedal installation, handlebar adjustments, and gear/brake tuning) are completed by you or a local mechanic. Although we ensure that every bike leaves our warehouse in excellent condition, shipping can sometimes cause small misalignments due to vibration, pressure, or stacking during transit.

These are not considered product defects — they’re just signs that your bike needs a final tune-up to ride perfectly.

If you’re confident, our support team can guide you step-by-step to fix things like gear adjustment or brake alignment. If you prefer not to do it yourself, you can take the bike to a local bicycle shop for professional tuning.

Once correctly adjusted, your bike should ride smoothly and reliably.

Q4: I took the bike to a local shop for tuning — can you cover the cost?

We appreciate the effort you’ve made to get your bike tuned. However, as an online bicycle store, it’s important to clarify what we cover — and what we don’t.

Our responsibility is to ensure that:

• Your bike is free from manufacturing defects
• All parts are correct and in good condition
• The bike is safely packed for delivery

However, final assembly and tuning (such as gear and brake adjustments, or installing pedals and handlebars) are standard expectations for all bikes bought online, and these fall under the customer’s responsibility.

Therefore:

We do not cover or reimburse any costs related to local assembly or tuning.

We’re always happy to help with instructions and fast email support, but if you choose to have a local bike shop assist, the cost is at your own expense.

This approach is standard across the industry and helps keep online bike pricing competitive for all customers.

Q5: What if my bike has scratches or damage upon arrival?

We take great care to ensure all bikes—whether picked up in-store or shipped—leave our facility in excellent condition. Here's how we handle damage-related concerns:

For bikes picked up from our store:

• All store pickups are fully assembled and inspected by our in-house technicians.
• When collecting your bike, we encourage you to take a moment to inspect it and even take a quick test ride.
• Once you’ve checked the bike and taken it home, any damage that occurs afterward (e.g. during transport or use) is not covered, as per Australian Consumer Law.

For bikes delivered by courier:

• Please inspect your bike immediately after opening the box, before riding.
• If you notice any visible scratches, dents, or other damage:
  • Take clear photos of the affected area and the packaging, including any foam or protective covers.
  • Contact us right away and attach these photos.

⚠️ Do not ride the bike before reporting the issue. If the bike has been ridden—even just once—we won’t be able to determine whether the damage happened during shipping or afterwards, and we won’t be able to accept the claim.

This policy is designed to ensure clarity and fairness for all customers. If you have any concerns or aren’t sure how to inspect your bike, our team is always happy to help—just get in touch!

Q6: Is it normal for the brakes to make noise?

Yes — light brake noise is generally normal, especially on new bikes.

Many of our bikes use original brake pads from SHIMANO or TEKTRO. Some models come with metal pads (which are more durable but louder), while others use resin pads designed to be quieter.

A slight noise during the first few rides is common as the pads and rotors go through a process called bedding-in, which typically takes 10–15 braking cycles. During this time, you might hear some squeaking — it usually fades after normal riding.

If the noise continues long after bedding-in, or gets worse over time, it might be due to contamination (like oil or mud on the rotor or pad), and a cleaning or pad replacement may be needed.

If you're unsure, feel free to contact our support team.

Q7: Why doesn’t my bike stop immediately after braking?

Bicycles, like all vehicles, require a certain braking distance — they do not stop instantly the moment the brakes are applied.

Braking distance depends on several factors, including:

• Speed at the time of braking
• Brake type and pad material
• Rider weight
• Terrain slope and surface condition (wet, gravel, etc.)
• Tire pressure and grip

Please ride with caution and maintain a safe distance, especially when going downhill or riding at higher speeds.

Even with hydraulic disc brakes or powerful mechanical systems, sudden stops are not always possible — and forcing them may lead to wheel lock-up or loss of control.

Q8: I took my bike to a local shop for repair without telling you. Can I get reimbursed?

We understand it can be tempting to seek a quick fix — but if you've had your bike repaired without notifying us first, we’re unable to cover any costs.

Under Australian Consumer Law (ACL), customers must give the seller a reasonable opportunity to inspect and fix the issue. This allows us to assess the problem and offer an appropriate solution — such as replacement parts, guided repair, or other remedies.

If you go ahead with third-party repairs without contacting us first, it means we didn’t have the chance to inspect or assist. In such cases:

We are not responsible for any repair costs incurred.

This applies even if you later provide receipts — as we were not given the opportunity to evaluate or address the issue beforehand.

We're always happy to help quickly and fairly — but we kindly ask that you reach out to us first, before arranging any repairs. That way, we can provide support and avoid any misunderstandings.

Maintenance

🚴 Every Ride

• Check tire pressure and wheel condition – Make sure tires are inflated to a safe pressure. Spin the wheels to inspect for trueness and brake drag.
• Clean and lube the chain – Wipe off any dust or dirt and reapply chain lubricant to ensure a smooth and quiet ride.
• Wipe down fork and shock shafts – Keep these components clean to extend their lifespan and performance, especially after muddy or dusty rides.
• Check thru-axles – Ensure that both front and rear axles are tight and secure before each ride.
• Quick bike wipe-down – A clean bike runs better. Give your bike a fast wipe to keep it looking and riding great.
• Charge your e-bike battery – For e-bike riders, keep your battery topped up to avoid unexpected ride interruptions.

🔁 Every 3–5 Rides

• Check fork and shock pressure – Air pressure can drop over time, affecting ride comfort and control. Use a shock pump to top up if needed.
• Inspect brake pads – Look for wear and ensure pads are not too thin. Clean with isopropyl alcohol if needed.
• Check bolt tightness – Go over the bike front to back to ensure all bolts are secure, especially stem, handlebars, and cranks.
• Wipe crank & wheel sensors (e-bikes) – Keep e-bike sensors clean to avoid error codes.

🛠️ Every 3–6 Months

• Deep clean the drivetrain – Remove built-up grease and grit from your chain, cassette, chainrings, and pulleys. Re-lube afterward.
• Check tire wear and sealant level – For tubeless setups, top off sealant if low. Replace worn tires.
• Inspect chain stretch – Use a chain checker tool. A worn chain can damage more expensive drivetrain parts.
• Clean e-bike electrical contacts – Carefully remove the battery and clean contact points with an electronics-safe cleaner.

🔧 Professional Service (Every 4–6 Months)

Recommended if you ride weekly or on rough terrain.

This level of service requires professional tools and expertise. We recommend taking your bike to a trusted local bicycle shop.

If you're located in Brisbane or the Gold Coast, feel free to contact us to book a service with our workshop team.

A professional service typically includes:

• ✅ Full drivetrain cleaning and tuning
• ✅ Brake adjustment or hydraulic bleeding
• ✅ Gear indexing and derailleur hanger alignment
• ✅ Suspension inspection (if applicable)
• ✅ Full safety check of frame, bolts, and key components

Troubleshooting

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