99 Bikes

Looking for Help?

Find answers to your questions

Raise a Concern

Raise a Concern for Pedal Group or 99 Bikes

Delivery & Collection

How do I get an update on my Click & Collect order?
Why can't I place my Click & Collect order?
Cancelling and Making Changes to a Click & Collect
Click & Collect
Order tracking

Returns, Refunds & Warranties

Pedal Bikes Warranty Information (2020-2022)
Pedal Bikes Limited Warranty Information
General Warranty and Product Fault Information
Submit a Warranty
Why couldn’t the consultant in-store provide me with an immediate refund for my online purchase?

Orders

An item is in-stock but when I add it to cart, an out of stock error appear?
What does Pre-Order mean?
What does Out of Stock or Unavailable mean?
The bike I want is not at my local store, how do I order this?
I need help or experienced an error when checking out, who can help me?

Product Information

NSW E-Mobility Legislation
How do I find the right bike size?
Kid's Bike Buying Guide
Where can I find my bike's user manual?

Gift Cards

Can I use my Gift Card online?
How do I check the balance of my Gift Card?
Delivery of Gift Cards
Gift Cards Conditions of Use

Services

First Free Tune Up Service
New Bicycle Service Plan
Bike Fitting
Can I drop my bike off for a same day service?
Workshop & Servicing overview

My Account

Club 99 Annual Spend Vouchers (2025–2026)
Contact Online Customer Service Team
Contact a Store
I joined Club 99 in-store. How do I shop online?
Club 99 Membership

Info & Updates

NSW E-Mobility Legislation
Customer Complaint Process
Customer Service Details

Terms & Policies

Win a Cycling Holiday + Full Cycling Gear From Explore Worldwide & 99 Bikes
Warners Bay Store Promotions - Terms & Conditions
99 Bikes Product Review Monthly Prize Draw
Jetblack Victory Training Fan Promotion - July 2026
Customer Resubscription and Marketing Consent

Recalls

2026 Cube ACID Carbon Hybrid Crank Arm Recall
Raven Onyx Dirt Jump Bike Recall
Pedal Zap & Crush (2016/2017) Voluntary Recall
Silverback Skid 16" Kids Bike (2020) Recall
Ryfe Sasquatch Pedal 6 Pin (2020) Recall

Frequently Asked Questions

Find Answers To All Your Questions

Orders

Shipping & Delivery

Refund & Exchange

Warranties

Workshop & Servicing

Product Help

Contact & General

Bicycle Knowledge

How can I check if an item is in stock?

Stock availability is displayed on each product page. If an item is unavailable, you may be able to order it for delivery or store collection.

What should I do if I encounter an error during checkout?

Contact our Customer Service team with details of the error, and we’ll help resolve it quickly.

Can I change my order after it’s placed?

Yes, but only if it has not yet been processed. Contact our team as soon as possible for assistance.

What does 'Out of Stock,' 'Pre-Order,' or 'Sneak Peek' mean?

'Out of Stock': Item is not currently available. 'Pre-Order': Item is available to purchase now but will ship later. 'Sneak Peek': Item is coming soon and not yet available for purchase.

How does Click & Collect work?

Select a participating store at checkout. If the item is in stock, it’s usually ready within 2 hours.

My delivery notification arrived, but my order hasn’t - what now?

First, check tracking details. If the courier cannot assist, please contact our customer service team for assistance.

Can I return or exchange items?

Yes, in line with our Returns & Refunds Policy. Refunds may be issued as original payment or store credit depending on the case.

Do you offer a Best Price Guarantee?

Yes, we’ll beat a competitor’s price by 5% (subject to our terms & conditions).

What is the Perfect Ride Guarantee?

Try your new bike for 30 days. If you’re not completely satisfied, you can swap it for free (subject to our terms & conditions).

What if I receive a faulty or damaged item?

Visit your local store for testing or contact us with details and photos via email.

How long does a warranty claim take?

Processing times vary by product type (approx. 2–6 weeks for remote warranties). In store assessments are usually much quicker.

How do I make a warranty claim?

In-store: Bring the item and receipt to your nearest 99 Bikes store. Online: Submit a warranty claim form and follow the provided steps.

What warranty coverage do products have?

All items are covered under Australian Consumer Law, with additional brand-specific warranties found here

Do I get a free tune-up with a new bike?

Yes - your first tune-up within 6 weeks is free. Book online or in-store.

Is same-day servicing available?

Availability depends on bookings. Contact your local store directly to check.

Do all stores have workshops?

Yes, every 99 Bikes store has qualified mechanics for servicing and repairs.

How do I report incorrect product information?

Use the Improve a product link at the bottom of the webpage of every product on our website.

How do I choose the right bike size?

Refer to our fitting guides or visit a store for personalised advice.

Where can I find user manuals or guides?

Product manuals can be found here

How did 99 Bikes get its name?

Our first store in Milton (2007) could only fit 99 bikes - so the name stuck!

Where are your stores located?

99 Bikes stores are located in and around most major Australian cities. Use our Store Locator to find your nearest store.

How do I escalate a complaint?

Our Customer Complaint Process is outlined here. We aim to resolve all concerns promptly.

How can I contact Customer Service?

Phone: 1800 990 523

Email: help@99bikes.com.au

Online: Submit a request form via the Help Centre.

How much does a good bike cost for a beginner?

Entry-level bikes start from a few hundred dollars and are suitable for casual riding. Spending more often means lighter frames, smoother gears, and better brakes, which can improve comfort and ease of use.

What’s special about electric bikes (E-Bikes)?

Electric bikes provide pedal assistance from a motor. They make commuting easier, reduce effort on hills, and extend riding distances. Electric mountain bikes also make trail riding more accessible and fun.

What’s the difference between hardtail and dual suspension mountain bikes?

Hardtail mountain bikes have suspension only in the front, making them lighter, cheaper, and easier to maintain. Dual suspension bikes have front and rear suspension for better control and comfort on rough trails, but are heavier and more expensive.

What accessories are most useful for everyday riding?

Useful accessories include a helmet, lights, lock, pump and spare tube, water bottle and cage, bell, gloves and padded shorts, and optionally a bike computer or phone mount for tracking speed and navigation.

How do bike gears work?

Front gears (controlled by the left shifter) change the big chainrings: smaller is easier, bigger is harder but faster. Rear gears (controlled by the right shifter) change the cogs on the back wheel: bigger cog is easier, smaller is harder but faster. Shift before hills for smoother changes.

How should I set my seat height?

Place your heel on the pedal at its lowest point. Your leg should be straight in this position. When riding normally with the ball of your foot on the pedal, your knee should have a slight bend. This helps avoid strain and improves efficiency.

How do I choose the right bike size?

Bike size is mainly based on your height and leg length. If too small, you’ll feel cramped, and if too big, you may struggle with control. A good fit means you can touch the ground with your toes while seated and your leg is almost straight at the bottom of each pedal stroke.

What are the main types of bikes and what are they for?

Mountain Bikes are for off-road trails, with hardtail versions lighter and dual suspension models better for rough terrain. Road Bikes are built for speed on paved roads with lightweight frames and drop handlebars. Hybrid/Commuter Bikes mix road and mountain features, ideal for city riding and fitness. Kids’ Bikes are designed by age and size, from balance bikes to geared models. BMX Bikes are small and sturdy for tricks and park riding. Electric Bikes (E-Bikes) have motors that assist pedaling, making riding easier on hills or longer distances.

Orders

How can I check if an item is in stock?

Stock availability is displayed on each product page. If an item is unavailable, you may be able to order it for delivery or store collection.

What should I do if I encounter an error during checkout?

Contact our Customer Service team with details of the error, and we’ll help resolve it quickly.

Can I change my order after it’s placed?

Yes, but only if it has not yet been processed. Contact our team as soon as possible for assistance.

What does 'Out of Stock,' 'Pre-Order,' or 'Sneak Peek' mean?

'Out of Stock': Item is not currently available. 'Pre-Order': Item is available to purchase now but will ship later. 'Sneak Peek': Item is coming soon and not yet available for purchase.

Shipping & Delivery

How does Click & Collect work?

Select a participating store at checkout. If the item is in stock, it’s usually ready within 2 hours.

My delivery notification arrived, but my order hasn’t - what now?

First, check tracking details. If the courier cannot assist, please contact our customer service team for assistance.

Refund & Exchange

Can I return or exchange items?

Yes, in line with our Returns & Refunds Policy. Refunds may be issued as original payment or store credit depending on the case.

Do you offer a Best Price Guarantee?

Yes, we’ll beat a competitor’s price by 5% (subject to our terms & conditions).

What is the Perfect Ride Guarantee?

Try your new bike for 30 days. If you’re not completely satisfied, you can swap it for free (subject to our terms & conditions).

Warranties

What if I receive a faulty or damaged item?

Visit your local store for testing or contact us with details and photos via email.

How long does a warranty claim take?

Processing times vary by product type (approx. 2–6 weeks for remote warranties). In store assessments are usually much quicker.

How do I make a warranty claim?

In-store: Bring the item and receipt to your nearest 99 Bikes store. Online: Submit a warranty claim form and follow the provided steps.

What warranty coverage do products have?

All items are covered under Australian Consumer Law, with additional brand-specific warranties found here

Workshop & Servicing

Do I get a free tune-up with a new bike?

Yes - your first tune-up within 6 weeks is free. Book online or in-store.

Is same-day servicing available?

Availability depends on bookings. Contact your local store directly to check.

Do all stores have workshops?

Yes, every 99 Bikes store has qualified mechanics for servicing and repairs.

Product Help

How do I report incorrect product information?

Use the Improve a product link at the bottom of the webpage of every product on our website.

How do I choose the right bike size?

Refer to our fitting guides or visit a store for personalised advice.

Where can I find user manuals or guides?

Product manuals can be found here

Contact & General

How did 99 Bikes get its name?

Our first store in Milton (2007) could only fit 99 bikes - so the name stuck!

Where are your stores located?

99 Bikes stores are located in and around most major Australian cities. Use our Store Locator to find your nearest store.

How do I escalate a complaint?

Our Customer Complaint Process is outlined here. We aim to resolve all concerns promptly.

How can I contact Customer Service?

Phone: 1800 990 523

Email: help@99bikes.com.au

Online: Submit a request form via the Help Centre.

Frequently Asked Questions

Orders

Shipping & Delivery

Refund & Exchange

Warranties

Workshop & Servicing

Product Help

Contact & General

Bicycle Knowledge

How can I check if an item is in stock?

What should I do if I encounter an error during checkout?

Can I change my order after it’s placed?

What does 'Out of Stock,' 'Pre-Order,' or 'Sneak Peek' mean?

How does Click & Collect work?

My delivery notification arrived, but my order hasn’t - what now?

Can I return or exchange items?

Do you offer a Best Price Guarantee?

What is the Perfect Ride Guarantee?

What if I receive a faulty or damaged item?

How long does a warranty claim take?

How do I make a warranty claim?

What warranty coverage do products have?

Do I get a free tune-up with a new bike?

Is same-day servicing available?

Do all stores have workshops?

How do I report incorrect product information?

How do I choose the right bike size?

Where can I find user manuals or guides?

How did 99 Bikes get its name?

Where are your stores located?

How do I escalate a complaint?

How can I contact Customer Service?

How much does a good bike cost for a beginner?

What’s special about electric bikes (E-Bikes)?

What’s the difference between hardtail and dual suspension mountain bikes?

What accessories are most useful for everyday riding?

How do bike gears work?

How should I set my seat height?

How do I choose the right bike size?

What are the main types of bikes and what are they for?

Orders

How can I check if an item is in stock?

What should I do if I encounter an error during checkout?

Can I change my order after it’s placed?

What does 'Out of Stock,' 'Pre-Order,' or 'Sneak Peek' mean?

Shipping & Delivery

How does Click & Collect work?

My delivery notification arrived, but my order hasn’t - what now?

Refund & Exchange

Can I return or exchange items?

Do you offer a Best Price Guarantee?

What is the Perfect Ride Guarantee?

Warranties

What if I receive a faulty or damaged item?

How long does a warranty claim take?

How do I make a warranty claim?

What warranty coverage do products have?

Workshop & Servicing

Do I get a free tune-up with a new bike?

Is same-day servicing available?

Do all stores have workshops?

Product Help

How do I report incorrect product information?

How do I choose the right bike size?

Where can I find user manuals or guides?

Contact & General

How did 99 Bikes get its name?

Where are your stores located?

How do I escalate a complaint?

How can I contact Customer Service?

Bicycle Knowledge

How much does a good bike cost for a beginner?

What’s special about electric bikes (E-Bikes)?

What’s the difference between hardtail and dual suspension mountain bikes?

What accessories are most useful for everyday riding?

How do bike gears work?

How should I set my seat height?

How do I choose the right bike size?

What are the main types of bikes and what are they for?

5% BEST PRICE GUARANTEE

Your cart