Shipping policy
Australia-Wide Delivery
Urban Wheelz ships orders throughout Australia from our Cairns, Queensland store.
Shipping charges apply to all physical products, except gift vouchers, which are sent free of charge by standard mail.
For standard parcel orders, available shipping methods and charges are calculated at checkout based on the products ordered and the delivery destination.
Some regional and remote locations may not be serviced by our standard carriers. If the selected shipping method is unavailable for your delivery address, we will contact you before dispatch to discuss alternative delivery options and any additional freight charges.
Dispatch Times
We aim to dispatch in-stock orders on the same or next business day.
Dispatch may take longer during peak trading periods, public holidays or circumstances outside our reasonable control.
Once your order has been dispatched, you will receive a shipping confirmation and tracking information where tracking is available.
Delivery timeframes vary depending on the carrier and destination. Regional and remote locations may require additional transit time.
Electric Scooters & E-Bikes
Electric scooters and e-bikes can be delivered Australia-wide.
Due to their size, weight and battery transport requirements, freight is quoted individually rather than calculated through our standard online checkout.
To request a freight quote, please provide:
- the electric scooter or e-bike model you are interested in
- your full delivery address
- your contact details
We will confirm product availability and provide a freight quote before arranging delivery.
Freight charges vary depending on the product, carrier and delivery destination. Some residential, regional or remote locations may attract additional charges or require collection from a suitable freight depot.
Orders requiring a separate freight quote will not be dispatched until the applicable freight charge has been confirmed and paid.
Lithium Batteries
Standalone electric scooter and e-bike batteries are subject to carrier and transport restrictions and may require specialised freight due to lithium battery transport requirements.
These products may not be eligible for standard parcel delivery.
Please contact Urban Wheelz before ordering a replacement battery so we can confirm whether delivery is available to your address and provide a freight quote where required.
Large & Bulky Items
Large or bulky products may require specialised freight and may not be eligible for standard shipping rates displayed at checkout.
Where an accurate freight charge cannot be calculated automatically, we will contact you before dispatch to confirm the available delivery options and applicable freight charges.
We will not dispatch an order requiring additional freight until the applicable freight charge has been confirmed and paid.
Cairns Click & Collect
Click & Collect is available from our Cairns showroom.
Customers can place an order online for collection and can also shop our in-store range of skateboards, skates, protection, scooter parts, accessories and more.
For Click & Collect, electric scooters and e-bikes are assembled, quality checked and prepared for handover.
We will contact you when your order is ready for collection. Please wait for confirmation before attending the store to collect your order.
Delivery Addresses
Customers are responsible for providing a complete and accurate delivery address and contact details when placing an order.
Some courier and freight services cannot deliver to PO Boxes, Parcel Lockers or Parcel Collect locations. Where this applies, a residential, business or suitable freight depot address will be required.
If a carrier is unable to service the address provided, we will contact you to arrange an alternative delivery option.
Additional charges resulting from an incorrect or incomplete address, redelivery, redirected freight or other address-related changes may be payable by the customer.
Tracking
Tracking information will be provided for delivery services that include tracking once this information becomes available.
Carrier tracking may not update immediately after an order has been dispatched.
If you have concerns about the progress of your delivery, please contact us and we will assist with the carrier enquiry where appropriate.
Regional & Remote Delivery
Urban Wheelz delivers to many regional and remote locations throughout Australia; however, carrier availability, freight charges and delivery timeframes vary by destination.
Some locations may attract additional freight charges or require collection from the nearest suitable carrier depot.
If you are unsure whether a particular product can be delivered to your location, please contact us before placing your order.
Delivery Delays
Estimated delivery timeframes provided by Urban Wheelz or the carrier are estimates only and may be affected by circumstances outside our reasonable control.
Weather events, road closures, natural disasters, peak trading periods, carrier delays and other unforeseen circumstances may result in longer delivery times.
If your order appears to be significantly delayed, please contact us and we will assist with a carrier enquiry where possible.
Damaged Deliveries
Please inspect your order as soon as reasonably possible after delivery.
If your order arrives damaged, please contact Urban Wheelz promptly and provide photographs of:
- the damaged product
- the external packaging
- any internal packaging
- the shipping label
Please retain the original packaging while the issue is being assessed, as the carrier may require photographs, inspection or collection as part of a freight claim.
We will work with you to assess the issue and determine the appropriate next steps.
International Shipping
Urban Wheelz currently ships within Australia only.
International shipping is not currently available through our online store.
Questions About Shipping or Freight?
If you are unsure about delivery availability, freight charges or shipping requirements for a particular product, please contact Urban Wheelz before placing your order.
For electric scooter and e-bike freight enquiries, please provide the model you are interested in and your full delivery address so we can obtain an accurate freight quote.