Domestic Shipping Policy
Small items:
Small orders are shipped using the Australia Post eParcel system which allows us to ship to most Residential and Business addresses. Once your order ships you will receive an email with your tracking number.
Large items:
Bulky orders (ie: bikes and large items) are usually shipped via Fedex/TNT Express or Startrack. Bulky shipments must be delivered to a residential or business address, and cannot be delivered to PO boxes. If you would like to arrange your own freight, please contact us.
Some products cannot be shipped:
Some items cannot be shipped interstate, due to our dealer agreements or restrictions on shipping certain items. If you don't see a shipping option for your order, please contact us for more information and we'll be happy to help!
Shipment processing time
We do our best to dispatch orders within 1 business day from your order. Orders are not processed or shipped from Friday, 12 pm AWST through Sunday, or public holidays.
For orders from Supplier Warehouse, allow an additional 4-7 days before your order will be ready for collection or ready to be shipped from Empire Cycles.
If we are experiencing a high volume of orders, shipments may be delayed by a few days. If your shipment experiences a significant delay, we will contact you via email or phone.
Shipping rates and delivery estimates
Shipping charges for your order will be calculated and displayed at checkout. Please note that all shipping charges and quotes are an estimate. Actual shipping rates may vary.
Free Shipping promotions will be shipped by a standard freight carrier of our choice.
All shipping quotes are an estimate, and certain bulky or heavy orders may require an additional shipping fee.
Shipment to P.O. boxes
Only small orders can be delivered to P.O. boxes.
Shipment Confirmation and Order Tracking
You will receive a Shipment Confirmation email with your tracking number once your order has shipped. The tracking number will be active within 24 hours.
Customs, Duties, and Taxes
Empire Cycles is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the customer’s responsibility (including tariffs, taxes, and other costs).
Damages
Empire Cycles is NOT liable for any products damaged or lost during shipping. If you received your order damaged, please photograph / document the damage and file a claim with the shipment carrier. Save all packaging materials and damaged goods before filing a claim.
International Shipping Policy
We currently do not ship outside Australia
Incorrect Shipping Addresses and Refused Delivery
We make every attempt to validate the shipping address provided at checkout to ensure it’s recognised as a valid address by Australia Post. If we cannot validate the address, we will try to contact the customer to provide an updated address. If we cannot update the address, the order will be canceled and refunded.
If nobody is home and your order is undeliverable, your shipping fee is not refundable and additional freight payment will be required if you wish for us to send your order again.
Empire Cycles will not be held responsible if the customer provides the wrong shipping address and we cannot recover the package.
Missing or Stolen Shipments
If you didn’t receive your order, but the shipping carrier has reported that it was delivered, please let us know as soon as possible:
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Call (08) 6558 1761
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Or alert us at info@empirecycles.com.au
Empire Cycles is not responsible or liable for lost shipments. We will file a claim with the shipping carrier. Local law enforcement will be involved. Allow up to 21 days for the investigation.
Returns
Can I return my order?
Full-price items: Item may be returned for exchange, or online store credit, within 14 days (minus freight cost).
Sale or Promotional items: All sales are final, not eligible for return.
If you are not entirely satisfied with your purchase, we're here to help! We do not refund on change of mind purchases, however we can exchange full priced items within 14 days of the order date - provided they adhere to the conditions below.
Conditions of Return/Exchange
Promotional or sale items are not eligible for return/exchange. Customised items, consumables, perishable items, and base-layer clothing is not eligible for return/exchange. Returned items must be unused and in their original condition with all tags attached. The returned item must be in the original packaging (e.g. shoe box) and the packaging must be undamaged in saleable condition. Your receipt or proof of purchase must be included with the return. The customer must cover the cost of the return postage for the item (unless deemed faulty or wrong item by our team). If exchanging an item, the customer must also cover the cost of the new item being posted. An invoice for the postage will be sent prior to the new item being sent out.
Please check our full Shipping Policy, Refund Policy and Terms of Service for more information.
