Welcome to our frequently asked question section of the site.
Please click on the headings below to show the details. If this doesn’t answer a question you have, please e-mail us: info@backbonebmx.com.au or call (AUS) 02 6288 5186
WARRANTY
RETURNS
DIRECT DEPOSIT PAYMENT DETAILS
PRICE MATCHING
FREE STICKERS
SECURE PAYMENT GATEWAY
OTHER WAYS TO ORDER
SHIPPING
SHIPPING COSTS
STORE FRONT INFORMATION
Warranty
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All warranties are at the sole discretion of the manufacturers. Generally, warranties cover defects in materials and workmanship. Damage from abuse, neglect and accidents are not covered under any warranty. All the companies that we stock are BMX rider owned & they can generally tell if your cracked bars came from a bailed 360
over Springfield gorge. While we do try our best to help our customers
with warranty problems, you will need to help us out by providing your receipt for the product with any & all warranty claims. Your receipt from us is provided with every transaction (online, over the phone or in store) – online order receipts in an invoiced inclosed slip on your parcel or inside the express post parcel bag. All of our distributor/manufacturers need this information & without it, we will not be able to complete a warranty.
It is at the sole discretion of the manufacturer to repair or replace defective merchandise. Please refer to any warranty card/form provided with products, some require to be filled out and sent off to the associated manufacturer/distributor. Failure to do so will void any warranty. Labour and shipping costs are not covered under any warranty under any circumstances. Below are a few of our brands warranty webpages for you to refer to. If your product’s brand isn’t listed, head to their website.
When the correct warranty process has been followed, we treat them with an upmost urgency & strive to get them processed ASAP. However, the warranty process does take time so please be patient.
We stand behind the products we sell, but please remember that this is BMX & sometimes things break.
Returns
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If for any reason you wish to return an item purchased from us please email info@backbonebmx.com.au with your original order number & reason for return. Goods may be only be exchanged if in original condition, refunds will only be issued if goods are faulty or weren’t the goods specified in the order. However, choose carefully – ordering the wrong thing out of
laziness (ue. Not checking over your order) is not a valid reason for return. Making sure to include your:
Full name
Email address
Order ID Number
Order date
Receipt sent with product
Goods returned without prior e-mail will not be accepted. We will refund freight costs only if we are at fault. Items must be returned within 14 days of original purchase. We cannot accept items returned after 14 days of original purchase or that are not in original condition, and or have missing packaging and or parts.
Please Note: We will only accept DVD returns where the DVD was damaged prior to delivery, has a manufacturing fault or an incorrect title was supplied.
Direct Deposit Payment Details
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We offer direct deposit for a couple of reasons, for one, most BMXers don’t have or need a credit card but still want to buy online. Direct deposit does away with the costly C.O.D. (cash on delivery) as there are no extra charges & it assures us that you actually want the gear. It’s a lot simpler too. If you have selected Direct Deposit as the Payment Method then you must do the following to ensure your order is processed properly!
- Select your choice of delivery (Standard or Express Australia Post)
- Check that your order details are correct at the Checkout
- Once you have submitted the order, please pay by Direct Deposit online via internet banking or over the counter at your local bank branch to the account details below:
Account name: Back Bone BMX
St.George Bank
BSB (Branch number): 112 908
Account: 109 014 490
It is handy & allows for quicker processing if you are to leave your order number as a reference to cross check with.
* Please Note: Direct Deposit Payments clearance can take up to 48 hours.
Orders are not shipped until payment is received in full.
Orders that are not paid for within 7 business days will be cancelled & products will be placed back on the shelf for sale.
Price Matching
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Heck yeah we price match – generally as long as it’s not a sale item, we will match any price advertised online or in an Australian magazine. You’ll need to send us an e-mail where you saw it cheaper & we’ll take a look & help you out. Even if it is a sale item or something along those lines, contact us anyway & we’ll try our best.
Free Stickers
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Want free Back Bone BMX stickers? Send us a self addressed, stamped envelope to:
Back Bone BMX
82 Kalgoorlie Cres
Fisher
ACT 2611
Secure Payment Gateway
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When you get to the checkout stage of our online store, if you look down in the bottom right hand corner you’ll see a little lock, which means that your payment is secured by our online payment gateway. Scroll over the lock to check if you like.
Other Ways to Order
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Not keen on the online order thing or you can’t see what you’d like to order? Don’t worry, we’re not just a robot that spits out products all over the country, if you like you can give us a call to order & we’ll be able to sort you out. We are an actual shopfront as well as online, so we’ll be able to pick things out of the cabinet & do our best to answer any questions you have
about the machining on a stem or how matte black the matte black is on a set of Grand Slams.
To order by phone call:
(02) 6288 5186 (within Australia)
or
00612 6288 5186 (NZ)
You can also shoot us an e-mail with things you’d like to order, but down the line we’ll probably just ask you to call & confirm the order – it’s just better that way.
Shipping
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We use Australia Post to ship our products, simply because they cover the most area of any courier with post offices at almost every town in Aus. On top of what you pay for postage, we also provide registered post & insurance at no extra cost to you, to ensure that you get your products safely & quickly. If you haven’t received your order by the time you think you should have, shoot us an e-mail or give us a call, we’ll be able to track it for you. Please keep in mind that Australia Post doesn’t operate on weekends & the estimated shipping time varies on the time of year.
Bigger parcels will need to be collected from your local post office & a slip will be left by Aus Post at the mailing address provided by you as notification. We post every product off as if it was our own, so we make sure that everything is packed as safely & as protected as can be, we also inspect products before they leave the store to ensure that they are in new condition.
If what you think is a damaged or poorly packed parcel arrives at your doorstep, take photos of it & the damaged item & shoot us an e-mail. We’ll take it from there. We provide a receipt through our register with every shipped order, which will be in an invoiced inclosed slip on your parcel or if it’s an express post bag, inside there. Please retain your receipt for any future enquiries/warranties.
Shipping Costs
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All of our products are sent through Australia Post. If you’d like to find out the cost of shipping for any item, add it to your cart & continue through to the checkout. Before you have to enter any payment information our online store will give you an exact for postage, at which point you can choose to continue through the checkout or delete the item & continue shopping.
Store Front Information
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We are a physical store front as well as an online store, so if you would like to come in & say hello, we are located at:
82 Kalgoorlie Crescent
Fisher
A.C.T. 2611
We are open 6 days a week:
11am – 6pm Monday to Friday
10am – 3pm Saturday
We try & offer same day service on repairs on bikes (except for Saturdays), but sometimes we are overly busy, so it’ s always good to give us a call before hand to see if you are able to pick it up on the same day.
