F.A.Q.s

What do you charge for Bikes to be shipped?

Bike shipping charges are shown on the item pages. The charge is calculated on the weight and volume of your item then postage from our warehouse in Geelong to your postcode. If not shown on the item page it will be shown during the checkout process before you commit to the purchase.

Can you send my item faster and speed up the delivery?

Unfortunately we are unable to fast-track shipments. If you need something by a specific date, you should allow at least a 7 working day time frame for the order to be processed and delivered to you. Your item will be shipped from our Geelong warehouse.

Can I pick up from your warehouse?

Yes, pickup is available. Please contact us at: info@bigcountrybikes.com.au to arrange for a pickup time. Our Geelong Warehouse has limited opening times therefore an appointment is essential.

Do you offer shipping discounts for bulk purchases?

Sorry, we don't. We pass on the costs charged to us.

Can you ship my items together?

Sure we can, your shipping costs are calculated on the total weight and volume of your trampoline purchase. All Trampolines are despatched at the same time from our Geelong warehouse.

Do you ship internationally?

Currently we ship within Australia only. However, as our business continues to grow, overseas shipments will be available in the future.

Which delivery services do you use?

TIG Freight Management. They offer a fantastic service at a reasonable price.

Which payment methods do you accept?

We accept Visa & MasterCard Credit Cards, EFT (Direct Bank Deposit), PayPal, Money Order and Cheque. Please allow an additional 5 working days for cheque and money order payments to be cleared. Cash is also accepted for Pickups.

Do your prices include GST?

Yes, all of our prices are inclusive of GST. You are not required to pay any additional GST component.

Do I need an ABN to purchase from you?

No way! You are not required to have an ABN to purchase from us - even if you purchase in BULK.

Is your site secure? I am nervous about purchasing online with my credit card!

You will be pleased to know that we are a safe and secure website, our Credit Card facilities are through Eway and NAB. Our website is protected by 128 bit encrypted security.

Can I change the products or payment method in an order I've already submitted?

Unfortunately we are unable to change your order or payment details once you have completed the checkout.

If the item I would like is out of stock, how will I know when it is back in stock?

We regularly repurchase stock and take delivery of new product lines. Ensure you sign up to our free premier trampolines email alerts, so you will always know when our products are available.

Can I visit your warehouse?

Yes, please contact us to ensure we will be open . You are very welcome at our Geelong Bike wareshouse.

Can you hold a product for me?

Our items are so popular that we usually don’t hold them for customers. They are sold on a first come, first to buy basis. When prices are this good you should jump in to take this opportunity!

The item I received is different to what I ordered!

For that we are so very sorry! We can resolve this for you once you email us at info@bigcountrybikes.com.au We are committed to responding to all enquiries within 24 hours.

I have received a faulty item - what now?

You will need to contact us as soon as is reasonably possible via email at info@bigcountrybikes.com.au We respond promptly to all email enquiries within 24 hour period. All issues are dealt with on a case by case basis and we try to resolve all cases directly with customers.

When an item has to be returned who pays the return freight?

Once a full refund has been approved in writing by us, you will be required to return the item at your expense before the product refund can be processed. Products sent back without prior approval, will either be returned to you at your cost or be refunded less a 50% penalty fee due to return freight, handling and storage costs.

I have changed my mind about the product, can I get a refund?
Sorry - no refund will be made if you have changed your mind about your purchase or no longer want it.

Can I return my item for a refund if I decide I made the wrong choice of product?

We are sorry, for incorrect choices made or failure to take note of the item description before ordering we do not provide refunds.

How promptly do I need to report a faulty or damaged item to you?

You need to contact us as soon as is reasonably possible via email at info@bigcountrybikes.com.au. We respond promptly to all email enquiries within 24 hour period.

May I still return the damaged item if I do not have the original packaging?

No, the item must be returned in the orginal packaging.

Can I drop my return item off in person to your Geelong warehouse?

Yes. We are happy for our customers to drop off at our Geelong Bike warehouse. Please email us at info@bigcountrybikes.com.au and arrange a mutually suitable time.