Frequently asked questions:
Q: When I make an online service booking via your website, how do I get my postage label to send you my suspension?
A: Your personalized and barcoded delivery label is generated in the final step of the online booking process. The label is system generated by Australia Post. If you do not see the label 'on screen', you can access it via your 'downloads' folder on your computer. You will also be able to re-open the label via the link in the booking confirmation email you should receive.
Q: I do not have access to a printer, how can I print my delivery label?
A: Your label can be scanned from your mobile device or iPad at your local Australia Post outlet. If using this lodgement method, please ensure your items are clearly labeled with your booking reference number.
Q: How long does it take for my suspension items to reach your workshop?
A: Delivery times can vary, and they can be calculated here: In most cases, items are received in 1-3 business days from when they are lodged.
Q: How can I track the shipping progress of my suspension items?
A: Simply 'copy and paste' the article ID number from the label that was used to post the items, and enter it here to track its progress. Please note, in some instances, tracking may take a day or two to appear.
Q: Which postage method do you use for the return shipping?
A: We use the most cost-effective shipping method, which is calculated by weight. Hence, most rear shocks and seat-posts are returned via express, and forks are returned via regular mail unless express is economically viable.
Terms & Conditions of the use of our online booking service:
1. RA Number:
Cyclinic takes no responsibility for parts sent to us without a confirmed return authorization number (RA). (Booking number)
Payment for service work must be made in full prior to return, except for account holders. Cyclinic will only return serviced parts to the customer once all invoices outstanding are paid. Payment can be made by Visa, Mastercard or Direct Deposit. (Details are on the invoice emailed to the customer following service).
3. Shipping Liability:
(3.1) Suspension systems are the customer's responsibility until delivered to and accepted by Cyclinic. We recommend sending the suspension via Australia Post with additional insurance should there be any concern as to potential loss. Your Australia Post outlet can guide you through the options and costs for this additional service.
(3.2) Serviced suspension systems will be returned to customers via Australia Post and will require a signature for delivery. Australia Post tracking number will be emailed to the customer at the time of shipment.
(3.3) If the serviced suspension systems are found to be damaged on arrival, please take photo(s) of the damage and packaging and notify us immediately.
(3.4) If the serviced suspension systems are not delivered in an appropriate time-frame please notify us.
4. Service Pricing:
(4.1) A minimum charge of $50.00 (incl GST) applies for all suspension systems received for service.
(4.2) Upon inspection and assessment by Cyclinic an estimate of service cost can be provided to the customer. This is only an estimate. Costs will only be finalized when the job is completed and tested.
Service pricing (Dealers).
Cyclinic offers reduced priced servicing to bike shops. This pricing is not granted to mobile service or home based workshops. The reduced price servicing is granted once a dealer carries out 3 retail priced service bookings, all of which must be completed and paid for. Ie, the 4th booking (and onwards), dealer pricing is automatically applied. Any dealer accounts that remain inactive for 12 months or more, will revert back to retail pricing.
5. Guarantee of Workmanship & Warranty:
(5.1) Cyclinic guarantees the work performed for 3 months from the date of service. If there are any issues or concerns with the suspension as a result of the work carried out by Cyclinic, please notify us immediately to arrange return for inspection and repair.
(5.2) New parts where sold by Cyclinic are warranted for 3 months from date of sale or service.
(5.3) There is no warranty on used parts or any of the customer's existing parts.
(5.4) Surface Damage: Any damage (prior or following service) to sliding and/or sealing surfaces, including stanchions, shafts and shock bodies, will void this warranty.
(5.5) This warranty does not cover misuse or incorrect adjustment of the product.
6. Decline of Service:
If suspension systems received by Cyclinic are deemed to be non-servicable, the customer can either pay for the return of the parts ($50.00 minimum service fee applies), or have Cyclinic dispose of them appropriately. Cyclinic may discuss cost-effective upgrade options with the customer if appropriate.