FAQ

No, we are warehouse-only. However, if you need any help choosing an item, please get in touch! We also offer easy returns for change of mind, so don't be scared to order and send it back if you don't like it or it doesn't fit.

Q: How do I return or exchange an item?

All information on returns and exchanges is available over on our Returns page.

Q: How do I redeem a Gift Certificate?

Nice work scoring an MTB Direct Gift Certificate! To redeem, simply add all your items to cart and go through checkout and enter the voucher code in the voucher field.

Please note a discount or coupon code is different - these need to be entered at the "Coupon Code" section at the top of the checkout page.

You can purchase gift certificates here.

Q: Do you price match?

Certainly! At MTB Direct, we offer a price match policy to ensure you shop with confidence. To request a price match, contact our customer service team with the product details and a direct link to the competitor's price.

Contact our customer service team here.

Q: What does 'Special Order' mean?

An item that shows a yellow 'Special Order' notice above our 'Add to Cart' option means that there is currently not enough stock available to fulfil an order for that item/quantity immediately, but we can order it from our supplier.

Adding a 'Special Order' item to your cart, means that your whole order will ship once all items in your cart are in stock. There is usually only a short delay of 1-2 weeks for despatch of your full order.

If you are ordering other items which are currently in stock you may wish to order those separately so they ship without delay.

Q: What does 'Shipped by Supplier' mean?

An item that shows a green 'Shipped by Supplier' notice above our 'Add to Cart' option means that while we don't currently have this stock in our warehouse, our supplier is able to ship it directly to you from their warehouse.

Adding a 'Shipped by Supplier' item to your cart, means that these items in your order will ship separately to any other items you may have ordered and will be shipped directly to you from the supplier.

'Shipped by Supplier' items will usually be despatched within 1-3 days and you will receive a unique tracking number for these items.

Q: Can you order in an item for me that you don't normally stock?

We do not order in one-off items. We are only able to offer those items we regularly have available for sale.

However we are constantly reviewing our stocked lines, so if you would like to suggest a product for our lineup, please use this form: Product Suggestions

Q: Do you have a phone number I can call?

We currently do not offer phone support - instead, we offer prompt email support. We do this for a few reasons, which we're happy to share here. Firstly, when we used to offer phone support, these queries represented a relatively small number of enquiries but they could be quite time-consuming. Email support allows us to prioritise urgent queries, as well as to ensure we can get the right support person onto your enquiry promptly and provide the right information first time. Focusing on email support means we can utilise the skills of our team who are spread across the world (and so across timezones!) while keeping our overheads (and therefore our prices) low.

Q: Can I make a change to my order?

Generally no, after an order is received on our website, it goes straight through to our warehouse system and it is not usually possible to make any changes at that point.

Q: How can I pay for my order?

We accept MasterCard, Visa, PayPal, Shop Pay as well as AfterPay (on applicable orders/to approved purchasers). All credit card payments are processed through the Shopify Payments gateway, a platform which is certified Level 1 PCI DSS compliant, that securely captures and processes your credit card details. You can also choose to use PayPal, an incredibly secure and reliable gateway. You can choose to use your PayPal account for a seamless, quick checkout experience. And if you wish to use your credit card via the PayPal gateway, you can do that as well. You will be given the option to do this once you reach the PayPal page (after finalising your order at the checkout).

We do not accept payment by Direct Deposit. However, if you wish to use funds from your bank account to pay for an item, we suggest setting up or using your PayPal account. This will allow you to set a bank account as the funding source.

Q: What currencies do you accept?

All prices are listed in Australian dollars.

Q: Do you ship internationally?

Yes! We ship to a large range of countries around the world! To see if your country is currently serviced, please add an item to your cart and go to the checkout and select your country. If it is on the list, we'll ship there! International freight charges are displayed at the checkout.

Q: Will I have to pay import duties and taxes?

That depends on the laws and regulations in your country, so you'll need to inquire of your own Customs authorities about this. Please note that we are legally required to accurately describe the value and contents of the parcels we send internationally, so we cannot and will not falsify the details on these forms (e.g. claim a lower value or marking the item as a gift). So please don't ask us to do this!

Q: When will my order arrive?

Delivery times depend on where you live and the shipping method you select. To see an estimate on how long a package will take to arrive, please go to the website for the relevant freight provider and enter TRUGANINA, 3029 as the origin postcode.

Australia Post

If after the estimated time it has not arrived, or you are concerned about it's progress, we suggest that you contact the freight provider first. They are best placed to track your parcel down and get it to you as soon as possible. However if you don't have any luck with them, then you can contact us and we'll try and get it sorted out.

Q: What's your "Price Guarantee"?

We like to keep our prices as competitive as possible at all times. Sometimes we are able to lower our prices that little bit further (such as when stock becomes superseded and our supplier is clearing out items). If that happens, and you just bought the item at a higher price - you might be a bit disappointed.

That's why we offer a 7 Day Price Guarantee. If the price goes down on the exact same item and you contact us within 7 days of purchase, we'll refund the difference in the form of a gift voucher. So if you placed an order on a Tuesday, simply contact us on or before the following Tuesday with details of your purchase and the item in question and we'll get you sorted!

Please note the guarantee does not apply in the case of storewide, category-wide or brand-wide promotions (e.g. a 10% off storewide sale, or off all Shimano, or off all shoes or large scale sales across 1000's of items). Guarantee does not apply to eBay sales. Guarantee is applicable to in-stock products only.

Q: Do you offer finance?

Yes! If eligible, you can choose to use AfterPay.

Q: What does it mean if I put an Authority to Leave on my parcel?

At the checkout, if you select "Yes" to "Authority to leave parcel if receiver not available?", then this means the delivery driver does not have to obtain a signature to leave the parcel. They can leave it anywhere at the address. For some people, this is a great option if you don't think you'll be home when the delivery is made. However it does also mean parcels may be stolen, and we are not responsible for this if you have chosen the Authority to Leave option.

As it states at the checkout:

"Please note, if you select Authority to Leave, MTB Direct will not be held responsible for any parcels which are lost/stolen/mauled by your canine. We do not recommend selecting if you live in a gated complex, or unit block. CHOOSE AT YOUR OWN RISK! We also cannot guarantee that the individual delivery driver will observe the instructions, but will simply ensure they are included on the package. Without your authority to leave, your parcel will be delivered to the nearest post office or courier depot for collection, if no-one is at home."

Q: Talk to me about privacy and cookies and things

No problem, head to our Privacy page, where you'll find all you need to know about what data we collect and what we do with it.

Q: Are my credit card details secure?

Absolutely! Because we use secure payment gateways, we (our system and our staff) will never see your full credit card details. If you choose to store your credit card details for future use on the site, please note that your details are still just as secure - we use a "token payments" solution which means that the secure payment gateway provides a Token ID (a random code) that is stored in our system and can only ever be used again on our site (it is not vulnerable to use on other sites) when you choose to use it via your account with us.

Q: How will an MTB Direct order appear on my bank/credit card statement?

Orders you place with us will appear on your bank/credit card statement with the description: "Mtb Direct (via Ezi) Derrimut".

Still no answer? That's ok, just jump on over to our Contact page and send us an email.