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F.A.Q

Customer Service

How do I test ride a bike?
Just buy any BMC, Fuji, Giant and Kona bike online or through our call centre and you're automatically eligible for our 30 Day Online Test Ride.
What condition can I return a bike in?
Used please! The 30 Day Online Test Ride is all about you using your new bike and making sure you're happy with it. All we ask is that bikes are returned clean and in fair condition - by fair condition we mean the bike should only have a minimal level of wear and tear you would expect from a 30 day old bike, and no broken bits.
Bikes must be returned in their original specification.
What about accessories?
Sorry, but our 30 Day Online Test Ride only applies to bikes only. If you wish to return accessories they must be returned unused and in original packaging as per our standard 28 day return policy.
How is this different to the standard 28 day return policy?
Our standard 28 day return policy applies to items that are returned in 'showroom condition' and with original packaging. With our 30 Day Online Test Ride policy you can ride your new bike and return it to us in used condition – no questions asked!
Can I return a bike bought in-store?
Our 30 Day Online Test Ride policy applies to bikes purchased on our website and through our call centre only. In-store customers can return their purchase as per our standard 28 day return policy. Customers purchasing in-store can take any bike for a no obligation test ride in store prior to making a purchase.
Where address for returns order?

MTB SALE Store
Jl. Teuku Umar No. 70.
Denpasar, Bali
Indonesia 80361.

How we deliver your order?
The delivery of products purchased by you will be as follows: - Small items: Delivered to you using DHL, UPS, TNT, FedEx, Etc. - Large items: Delivered to you through Postal Service EMS, Etc.
Change of delivery details?
You can contact our Customer Service Team if we have already processed your order and you plan to change your delivery address.
Warranty Claims?
A) Please contact the manufacturer for all warranty claims. B) Warranty is valid minimal 12 months international warranty, please contact the manufacturer in regards to international warranty. C) For assistance with a warranty claim, please contact our customer service team via email.
What personal information do we collect and hold?
In the process of conducting our business, we are likely to collect a wide range of personal information about you. The type of personal information we collect always includes your name, your residential address, email address, telephone/mobile numbers, credit card or debit card details and products and services we provide to you.
How do we collect personal information?
MTBSale.com™ collects personal information directly from you when you submit it online at MTBSale.com™ or by telephone. There may be occasions when we collect information from publicly available sources or third parties. This information includes names and email addresses sourced from permission based marketing activities.
How do we use personal information?
The primary use of the personal information we collect about you will be used solely for the purpose of processing your order and communicating with you about: - returns and exchange authorisations; - emailing you tax invoices; - delivery of the products you have purchased; - dispatch and tracking information; - providing you with the products and services you have asked for; - sending you our newsletter or special offers - administering your account; - servicing our relationship with you.
Do you price match?
We do our best to keep our prices as low as possible. But if one of our competitors goes lower, we'll be more than happy to investigate matching their price. Keep in mind, though, that price-matching isn't always as simple as it appears. We like to make sure we're matching apples-to-apples when we compare prices, for example we shall only ever price match other online cycle retailers. Please contact us so we can advise you for each individual case.
My voucher doesn't work, what should I do?
Simply write your voucher reference into the Additional Notes field and your vouchers will be refunded once the order has been processed. Please note, when using this method your account shall be charged in full, once processed the voucher shall be refunded to your account. Refunds to credit cards can take up to 10 banking days to appear in your account.
How can I pay for my order?
For information on Payment please complete the step order or you can email us or chat online with our customer service online .
You said you have refunded me but I have not received the funds; where are they?
If you have paid by Paypal your funds will have been refunded to your Paypal account. Refunds to credit cards can take up to 10 banking days to appear in your account. Refunds by bank transfer can only be completed once we have received the necessary banking information (swift code IBAN etc) please ensure you have provided these for the refund to be completed as quickly as possible.
I paid by transfer and the money has left my account, have you receive the funds?
International bank transfers can take up to 2-3 banking days to transfer into our account. If your order status has not changed please contact us here.
Do you have a sizing guide for this product?
Yes, You can contact us for the size info or please visit for our sizing guide here.
Do you have a catalogue you could post me?
Sorry, we don't have a catalogue but everything we stock can be viewed at our website.
What does OEM mean?
If OEM is marked on an item you will find that the item will be a fully functional branded item but will arrive without its full retail packaging.
This item out of stock; when will you have it again?
You can contact us to sales@MTBSale.com to arrange restock for your order request.
Do I have to pay any extras when I receive my order (Customs, duty etc)?. If so how much?.
Orders that will be delivered to countries outside of the Indonesia may be subject to local customs duty and/or VAT. For more information please contact your local customs office.
I see there is an item out of stock in my order, what wil happen now?
The goods will be allocated to your order and as soon as they are back in stock your order will be fulfilled.
My order says "Processing" on my online account, but it arrived this morning. Is this a duplicate?. What do I do now ?
The order will not be a duplicate, Please to contact us at help@MTBSale.com for more info about your account.
What happens if you are not home to accept delivery?
If we find your home is unattended then smaller products delivered through Shipping agent will be re-directed to the nearest Agent Office and a collection notice will be left in your letterbox or under your front door. Large orders will be delivered via a courier and if your home is unattended a notice will be left in your letterbox or under your door advising our Customer Service contact details. You can contact our Customer Service Team to organise another delivery time.
How to change of delivery details ?
You can contact our Customer Service Team if we have already processed your order and you plan to change your delivery address.