Customer Help
Our happiness team is always here to assist.
Common purchase queries answered
Orders and Shipping
We know you and your little one are excited to start riding! Here’s a breakdown of our delivery timeline:
Processing Time: We typically take 1-2 business days to pick, pack, and prepare your order for dispatch from our warehouse.
Shipping Time: Once dispatched, the delivery time depends on your location within Australia.
- Metro Areas (Sydney, Melbourne, Brisbane, etc.): 2-5 business days
- Regional Areas: 5-10 business days
- Remote Areas, WA & NT: 7-14 business days
You will receive a shipping confirmation email with a tracking number as soon as your order leaves our warehouse. Please note that during peak periods like Christmas or major sales, there may be slight delays.
Creating an account is quick and easy! It allows you to view your order history and save your details for faster checkout in the future.
- Click on the “Account” or “Sign Up” link, usually found in the top right-hand corner of our website.
- Fill in your name, email address, and create a secure password.
- Click the “Create Account” button.
- That’s it! You’ll receive a confirmation email, and you’re ready to go.
For Future Orders:
If you have an account, you can update your shipping address at any time. Simply log in, go to the “My Account” section, and edit the addresses saved in your address book.
For an Order Already Placed:
Please contact us IMMEDIATELY at support@kidsbikesonline.com.au or call us at +61 0408 604 375.
We process orders quickly, and once an order has been dispatched from our warehouse, we are unable to change the shipping address. Please double-check your address at checkout to ensure a smooth delivery.
Once your bike or accessories have been shipped, you will receive a shipping confirmation email from us.
This email will contain your unique tracking number and a direct link to the courier’s website (e.g., Australia Post, StarTrack). Simply click the link to see the real-time status and estimated delivery date of your package.
If you have an account, you can also find your tracking information in your “Order History”.
No. For your safety and security, we do not store your full credit card information on our servers.
All payments are processed through a secure, certified payment gateway (like eWay or PayPal). Your details are encrypted and sent directly to the payment processor, ensuring your information remains private and protected.
As an Australian business, all prices displayed on kidsbikesonline.com.au are inclusive of the 10% Goods and Services Tax (GST). The price you see on the product page is the final price for the item, so there are no surprises at checkout.
Currently, we only ship to addresses within Australia.
This allows us to provide the fastest, most affordable, and most reliable shipping for our customers. We do not offer international shipping at this time.
We always try to ship your entire order together in one package.
However, sometimes this isn’t possible. If you order multiple items (for example, a bike, a helmet, and training wheels), they may be dispatched in separate packages, especially if they are large or ship from different locations.
If your order is split into multiple shipments, you will receive a separate tracking number for each package so you can follow their individual journeys to your doorstep.
If you need to swap an item
Returns and Exchanges
We want you to be completely happy with your purchase! We offer a 30-day return policy for most items.
Change of Mind: If you’ve changed your mind, you can return your item within 30 days of delivery. The item must be unused, unassembled, and in its original, unopened packaging. Please note that for change-of-mind returns, you will be responsible for the return shipping costs, and a restocking fee may apply.
Faulty or Damaged Goods: If your item is faulty, damaged, or not as described, please contact us immediately. We will work with you to arrange a repair, replacement, or refund in accordance with Australian Consumer Law. We will cover all associated shipping costs for faulty items.
To start a return, please email our support team at support@xchangesports.com.au with your order number and the reason for the return. For more details, please see our full Returns Policy Page.
Oh no! We are so sorry for the mix-up. We work hard to get every order right, but occasionally mistakes happen.
Please contact our customer support team within 7 days of delivery at support@xchangesports.com.au.
To help us fix this for you as quickly as possible, please include:
- Your order number.
- The name of the item you received.
- A photo of the incorrect item.
We will arrange for the correct item to be sent to you and provide instructions for returning the wrong one at our expense.
We’re very sorry to hear your order was damaged in transit. We pack our items carefully, but sometimes accidents happen.
Please contact us within 48 hours of receiving the package at support@xchangesports.com.au.
In your email, please provide:
- Your order number.
- A clear description of the damage.
- Photos of the damaged item AND the shipping box it arrived in (this helps us with our courier claims).
Our team will assess the damage and work quickly to send you a replacement part or a full replacement.
Important: Please do not send any items back to us without first obtaining a Return Authorisation (RA) number from our customer support team. We cannot accept returns without an RA number, as we won’t be able to track or process them.
Once your return is approved, we will provide you with:
- Your unique Return Authorisation (RA) number.
- The correct return shipping address.
- Any specific instructions for packaging your item.
Our friendly support team is here to help! You can reach us in the following ways:
- Email: For the fastest response, please email us at support@xchangesports.com.au.
- Contact Form: Fill out the contact form on our [Contact Us Page Link].
- Phone: You can call us at +61 0408 604 375 during our business hours.
Our support hours are Monday – Friday, 9:00 AM – 5:00 PM AEST. We aim to respond to all inquiries within one business day.
We know mistakes happen! If you’ve entered an incorrect shipping address, please contact us IMMEDIATELY so we can try to correct it.
- Email us at: support@xchangesports.com.au
- Subject Line: URGENT: Incorrect Address on Order #[Your Order Number]
- In the email, please include: Your full name, your order number, and the correct shipping address.
Our warehouse team works fast to get your order out the door, so time is critical.
- If your order has not yet been dispatched: We will do our best to update your address. We’ll send you a confirmation email once it’s been changed.
- If your order has already been dispatched: Unfortunately, we are unable to change the address once it is with our courier partner. In this case, we recommend you contact the courier directly to see if they can redirect the parcel. If the parcel is returned to us, we will contact you to arrange re-delivery, though a re-delivery fee may apply.
Please double-check your address at checkout to ensure a smooth delivery!
We process orders quickly to ensure you get your new bike as soon as possible. Because of this, the window to change or cancel an order is very small.
Please contact us as soon as possible at support@xchangesports.com.au with your order number and the details of your request.
- If your order has not yet been processed by our warehouse: We may be able to accommodate your request for a change or cancellation.
- If your order has already been processed or dispatched: We are unfortunately unable to make any changes or cancel it. In this situation, the order will be delivered to you, and you will need to follow our standard returns process if you wish to send it back.
For more information, please see our Warranty & Returns Policy.
We’re so glad you’ve got your eye on one of our bikes! Here’s how we handle popular items that are currently out of stock:
Back-in-Stock Notifications: The best way to find out when an item is available again is to sign up for a notification. On the product page of the sold-out item, simply enter your email address in the field provided and click “Notify Me”. You’ll be the first to receive an email the moment it’s back in stock! Please note that this does not reserve the item for you.
Pre-Orders: On occasion, for highly anticipated new arrivals or popular restocks, we may offer a pre-order option. If an item is available for pre-order, it will be clearly stated on the product page with an estimated dispatch date. This allows you to purchase and reserve the bike in advance.
