Our special order service allows us to offer an extended range of bikes and cycling gear to you. These items are stocked with our trusted suppliers across Australia and not held in-stores, only ordered on an upon-request basis.
Special order products are covered by different policy than our general stocked items. Please read the terms and conditions to our Special Orders service below before purchasing.
When will my special order be fulfilled?
Special orders are usually fulfilled within 7-14 days. The item is ordered from our supplier upon purchase.
In the case of bicycles, these will be fully assembled and transferred to the store of your choosing for collection.
Cancellations and Returns on Special Orders
Change of Mind Return/Cancellation
Cancellations and returns are not accepted on special orders for reasons including: the consumer changed their mind, the consumer found the product cheaper somewhere else, the consumer ordered the wrong item, the consumer decided they didn't like the purchase, or if the consumer decided they had no use for it.
Please ask our staff as many questions as needed to feel confident about your special order prior to purchase.
Faulty, Damaged Or Incorrect Products
If your product is faulty or damaged or not as described, you are entitled to a replacement or refund of your special order. If an issue is found with your order prior to shipment or collection, Ivanhoe Cycles will fully refund your order or offer a replacement or alternative where appropriate.
We reserve the right to cancel any order (in full or part) where: (i) you are in breach of your payment obligations to Ivanhoe Cycles; (ii) Ivanhoe Cycles becomes aware after order confirmation that the good is out of stock; or (ii) there has been a genuine pricing or product description error by Ivanhoe Cycles or its supplier. We will refund any amount already paid in respect of any cancelled order (and in the case of part cancellation of an order, we will refund the amount paid that relates to the cancelled portion of the order).
Payment
Special orders require a full payment made upfront.
Collection
Please bring your ID and order confirmation with you upon collection. Please collect special order items within 30 business days after we inform you that they are ready for collection. If collection is not possible within 30 days, please contact us to make arrangements for late collection. If you do not, we may assume you have cancelled your order. This means we may resell the goods and, in the case of specially-ordered or custom-made product you may forfeit any deposit or payment you have made.
Delivery (if applicable)
Where the special order item is available for delivery, please allow an extended handling time of 5-15 business days before your item is shipped. In some cases your item may be shipped directly from our supplier, and in other cases we will source your item first and ship it upon arrival.
Bike Delivery (if applicable)
If purchasing a bike for special order where delivery is offered, the bike may be shipped unbuilt in its original packaging. Ivanhoe Cycles strongly recommends that this bike be assembled by a qualified mechanic or bike shop. Any assembly undertaken without professional assistance is at the customer's risk and any injury as a result of the build without professional assistance will not be covered by the warranty.