Answers to questions from our users

In our FAQ we answer questions some commonly received user questions: An explanation of How BikeExchange works. As well as information on ordering, shipping and payment, advice and other general information.

How does BikeExchange work?

What is an online marketplace?

An online marketplace is a website (or app) that brings together people, businesses, and brands in one handy location.
Hence BikeExchange is not an online store, but an online marketplace. We have no bikes or accessories or products in stock to sell. We provide the platform for bicycle retailers to offer their products to consumers throughout the world, providing a one-stop shop for the consumer to find anything within the cycling industry.

Do you sell bikes and or accessories?

BikeExchange is not an online store, but an online marketplace.
BikeExchange does not hold any bikes or accessories in stock. We are an online marketplace where consumers, retailers and brands, search, and display stock to buy and sell, in one handy location. So BikeExchange doesn’t sell the bikes and accessories ourselves, the purchases taking place are from inventory from our brand and dealer partners.

Who can advise me when buying a bike?

BikeExchange can help you find what you need at any stage of the buying or researching process with a phone call or email to BikeExchange Concierge In addition, our retail stores and brands can help answer any questions you may have about their products. They are the experts, the specialists for all your questions about all things bike related. They have many options for you try, buy or provide alternatives to find exactly what you need at your price point. If you are more into reading and researching, our blog offers some great buying advice on all sorts of topics.

I'm looking for a specific bike, how do I find that on BikeExchange?

You can type the specific bike name and model in the search bar or use the category search. Feel free to live chat with us or reach out via phone or email to the BikeExchange Concierge

Can I try a bike?

Yes! If you have found your dream ride at a dealer or shop, you can test-ride it before you buy. Simply contact the dealer or shop (email, phone, or visit in person) and make an appointment.

Do you have XXX in stock?

BikeExchange itself does not hold any stock. If any item is out of stock on our site, please contact us, or the retailer to see if there are other options, and to see if they have what you are looking for – bike model, size, and/or color.

How do I find a bike shop or dealer near me?

Click “Find a Bike Shop” in the top menu bar of our website. You can then search by location, ZIP code, or area. You can also type in a bike shop's name to see where they are located. The map will populate with bike shops as per your request, with a listing below the map as well. Click on a point (bike store) on the map and a window will open with the address of the bike store.

How are the prices set? Can I negotiate with you?

We do not set nor have anything to do with prices set by bike stores, private seller or dealers on our site. They make their own prices, and the prices listed on the site are final.

Are there also bargains with BikeExchange?

Our bike stores and dealers always have special offers for BikeExchange customers. You can often find previous year’s models at a great price. BikeExchange regularly runs promotions and special deals in partnership with stores and or dealers. Check back regularly or sign up for our weekly newsletter to stay in the know and up to date with discounts and offers.

What does inquiry mean?

At BikeExchange you will find on every product page on the right-hand side all information about the dealer or store who offers the item. There is a contact field where you can ask questions (inquire). So you can find out if the item is still in stock, arrange test drives or learn more about product details.

Do you have coupon promotions?

There are almost always coupons or codes redeemable during the order and checkout process. Our retail stores and dealers can also issue coupons or codes. Please check their terms and conditions. Sign up for our weekly newsletter to stay in the know and up to date with discounts and offers.


How does the ordering process work?

Choose the product you would like to purchase, check to see if the seller provides the purchase method that suits you. i.e. Buy online, Click and Collect or In store → simply Add to cart, choose to either Continue Shopping or Checkout → Add a coupon code if you have one → Note the payment methods – Mastercard, Visa, Paypal, Amex and or if Afterpay is an option → Checkout → Once payment is accepted, the product is packed and assembled, and ready for collection or sent in the mail directly to you. At any stage during this process if you have any questions, you can contact BikeExchange or the bike shop or dealer directly. Feel free to read our Buy with Confidence and Privacy and Security" information to know your payment and personal details are kept safe and secure

Do I get an order confirmation?

Yes you do. With the contact email you provided, you will be kept up to date throughout the entire ordering process, from confirmation of product, payment received, to shipping and/or collection and feedback. Your invoice is also your confirmation. We suggest you keep a copy for proof of purchase, for any queries and/or you need to contact the seller or us.

How does Click&Collect work?

Click & collect combines the benefits of online ordering and buying in-store. You can calmly make your selection online, put the item in the shopping cart, click on Click & Collect, and securely make payment. Then you can pick it up at the bike shop at your convenience. This saves on shipping costs, plus you can talk to someone in person in the store about your product which is very helpful, especially with highly technical equipment. Especially with bicycles, Click & Collect is a great offer as the bike can be expertly setup by the dealer. You can arrange a pickup with the shop and be sure that your bike is ready-to-ride, just for you.
You can read more about Click & Collect here.

How does the ‘in-store’ purchase work with the bike store?

Just the same as you would if you were in the actual bike store. You can make a pre-selection via our online marketplace and confirm if the bike store has the exact product you are looking for; the size, color, components, etc.

What about shipping costs?

Shipping costs will depend on a couple of things; 1) if the bike store or private seller offers free shipping or not. If not, 2) Shipping costs will depend on the size, weight, and value of the order. Our bike stores calculate the shipping costs accordingly and these charges are added to the total amount of the order.

Can I order different items from different shops at once?

Yes, you can. Please check the shipping costs of your order, found in the shopping cart, as there will be a shipping fee associated with each item purchased from different sellers. A combined shipping cost is not possible for a single order from multiple bike shops.

Is there a minimum order?

No, no such thing!

I’m looking for something specific, but I cannot find it on BikeExchange. Can I still order it?

Many retail bike stores do not put their entire product range online. If you connect with the dealer directly, it is possible that previously undiscovered treasures can be found.

The product I bought does not fit, what do I do?

Too big, too small, perhaps damaged in transit? Returns are possible within 14 days of ordering the product. Contact us and the bike shop and clarify the process. The cost of a ‘return’ or ‘size change’ usually falls with the buyer. Read more about ‘Returns’ here.

My order has not arrived, what do I do

Firstly, check if you have received a ‘product shipped’ email. If not, contact the bike shop or seller to find out when the item was sent. If the item is already on the way, ask for tracking information to locate the shipment. If you have further issues, please contact us to help sort out the problem.

BikeExchange Concierge

What bike suits me

It’s a common question, what bike do I need, what bike should I buy? Not to worry, we can help BikeExchange Concierge  
Alternatively, you can read a couple of helpful guides on what to look for or know. We suggest looking through our buyers guides on our blog. Choosing the right Bike, Bike Frame Materials Explained ,or Understanding Bike Geometry Charts

E-bikes, I don’t know much about them, help?

Not to worry, we have you covered. check out our great e-bike buyers guide where you find everything you need to know about e-bikes. If you have any questions, your local bike shop or ebike dealer will be happy to help you, and so will we, Call us! Here is some additional information regarding e-bikes How E-Bikes Work and The Best Entry Level E-Bikes

Which children’s bike is right for my child?

A child’s bike must meet special requirements, mostly age and size dependant. Not forgetting compentancy. We have created a fantastic, easy to use and understand The Ultimate guide - Kids bikes. Making the buying decision for your child’s next bike, easy and effortless.

What accessories do I need?

That depends on several factors – Depending on how much time you spend on the bike, where you are riding, the typical season and or traveling etc. Some basic accessories which should always be at hand and or carried with you:
• A helmet (always)
• A repair kit (Spare tubes, and a pump/co2)
• Appropriate clothing (Rain shell, arm warmers)
• Sunscreen
• Water bottles
• Nutrition – food, gels, bars or something to eat just in case

Shipping and payment

Order or shop instore - what's better?

With our marketplace, you have the choice in how to order. By browsing and ordering online, then picking up in-store, you get the added benefit of seeing the physical product, and talking more about it and other parts or accessories or specialties services with an expert. That’s the plus side of Click and Collect.
Don’t want to make the trip to a shop to pickup your items? Order online quickly and easily, and your items arrive at your chosen destination in no time at all. Done.

How do you ship? How long does it take?

Shipping is organized and managed directly by the bike shop or dealer. Any shipping costs and timings are advertised on the products page itself. For example, ‘Ships within US’. When an item is added to your cart, you will be quoted an actual shipping cost based on your post code, and estimated delivery time. i.e. Domestic: arrives within 3-10 business days.

Where can I pick up my order?

You have to pick up your order from the bike store with whom you purchased it. When your order is ready for pickup/collection, you’ll receive an email from us, providing the address and hours of operation.

How can I pay?

You can pay via PayPal, Credit Card (MasterCard, Visa, American Express), and now Afterpay (4 x instalments) with those who offer it. The entire payment process is done with a trusted world-renowned data security specialist – to safeguard your personal information and provide peace of mind when buying online with us. Read more here.

What kind of payment is safest? What's the fastest?

All payment methods offered on BikeExchange are absolutely safe and secure. The fastest way depends on your bank's transactions and/or PayPal.

Can I arrange a specific delivery date?

In certain circumstances, this is possible, and you will need to connect directly with the bike shop to arrange it. Once the order has been fulfilled and is in the hands of the shipping company/carrier, the bike shop has no influence on the delivery, which is why it is not possible to provide any sort of delivery guarantee. Most delivery companies provide tracking numbers or a tracking service online, hence this is a good way to see where your goods are at any one time.

My order is not coming, what can I do?

Firstly, check if you have received a ‘product shipped’ email. If not, contact the bike shop or seller to find out when the item was sent. If the item is already on the way, ask for tracking information to locate the shipment. If you have further issues, please contact us to help sort out the problem.

General Information

Do I have to assemble the bike myself?

Most new Bikes are pre-assembled in a special bike shipping box that requires some minor assembly once it is received. You will likely need to insert the seat and seat post, install the front wheel, align and tighten the handlebars and fit the pedals. If you want your bike to arrive disassembled, please contact the seller directly prior to shipping.

What tools do I need?

It is best to check with the bike shop during the order process as to what you are expected to do, and what tools you may need. The most common tools required for bike assembly are a set of hex/allen wrenches (in metric sizing, usually 2.5, 3, 4, 5, 6 and 8mm), a torque wrench with hex/allen bits, phillips and straight screwdrivers, some snips or scissors, and a bike pump. Some models may require specialty tools, and it’s best to check with the seller before your item arrives.

Where can I find more information about cycling?

BikeExchange has a fantastic (if we do say so ourselves) blog section, providing interesting and relevant information relating to all things cycling. Consisting of easy-to-read buyers guides, bike and tech reviews, industry news and race results. We cover all topics relating to the two-wheeled steed. Head on over and have a browse…

Do I have to rate my order?

No, you don’t. And we are always happy to receive positive and constructive feedback. Equally important are suggestions and indicators of how we can improve our service to you, our consumer, and the cycling industry.

Do I get a guarantee?

In principle, a statutory warranty applies with a two-year warranty period for all products purchased through BikeExchange. Most bike brands provide a solid (lifetime or multi-year) warranty on a frame and a one to two-year manufacturer’s warranty on parts. Your bike shop will be able to give you full transparency with warranties and guarantees relating to your purchase.

I have more questions, how do I get in touch with BikeExchange?

Great, we’d love to hear from you. The BikeExchange North America office is on the phones and email Monday to Friday between 9am-5pm.949 344 2444 or We look forward to hearing from you.