Support

Ordering a bike

We have made our inventory available to all Trek retailers so that you find the right bike for you when you want it. In order to give you the best possible riding experience, your retailer will need at least 24 hours to build and fine-tune your new bike before it is ready for collection or delivery. There are no additional assembly charges for bikes. You will be contacted once it is ready for pick-up or delivery.

Some Trek bikes come with a kickstand and/or pedals as standard equipment and some do not. To confirm, please contact your local Trek retailer or our Customer Care team at +61 2 6173 2499 Monday - Friday: 9:00am - 5:00pm AEST.

Order status

To check the status of your order, please log in to My Account for order and delivery information. You can also track your order through the tracking link in your delivery confirmation email. Don’t have an account? Create one today and receive free returns, a detailed order history and stay up-to-date on the latest and greatest Trek news and information.

Change or cancel order

Once you submit an order, it begins processing immediately and cannot be changed or cancelled. If you have changed your mind or would like to return your item, please follow our easy return process.

Retailer of choice

A website can't fix a flat, tune your derailleur, pour you a cup of coffee, or answer any and all cycling-related questions you may have. Locally-owned Trek retailers are the heart and soul of cycling and are a fantastic resource and cycling advocate within your community. Plus, if you ship your order to one for pick-up, we'll pay to ship it!

Updating retailer of choice

You can update your retailer of choice anytime by logging into "My Account" and select "Update Preferred Retailer". To confirm your current retailer preference, select "Profile". Please be aware that you cannot change your retailer of choice once you have placed your order. 

Order declined

If your order has been declined, please check with the financial institution that issued the card for additional information.

Shipping & pickup

We are currently experiencing a high volume of orders on trekbikes.com. Standard shipping, click & collect and home delivery orders may take longer than usual to be delivered. We are working hard to get your order to you as quickly as possible while continuing to ensure the safety of our colleagues, retailers and customers through social-distancing measures put in place by us and our delivery provider.

Location	Metro	Regional
NSW, VIC, ACT	2 - 3 business days	Up to 15 business days
QLD	4 - 7 business days
SA	3 - 4 business days
WA, NT	5 - 10 business days
TAS	4 - 7 business days

For click & collect and retailer home delivery orders, once your order arrives at your retailer they will contact you to arrange collection/delivery.

Trekbikes.com offers three convenient delivery options:

Ship to your address
Available for accessories only. Refer to the shipping table above for standard delivery times across Australia. Free delivery on orders above $99.

Click and collect:
Available for both bikes and accessories.Trek offers free standard delivery to your local preferred Trek retailer. Refer to shipping table above for standard delivery times across Australia. Allow extra time for bike orders. There are no additional assembly charges for bikes. You will be contacted by the retailer confirming when your goods will be available for collection.

When you pick up your order please provide the following:
1. A copy of your order or shipment confirmation
2. Card used in the transaction
3. Photo ID

Orders will be held for 14 business days after arrival.If you are unable to collect your order within this timeframe, please make arrangements with your selected retailer.

Retailer home delivery:
Available for bikes only. Accessories can also be delivered via click and retailer home delivery if included as part of the same order. Select retailers can deliver your bike and accessories directly to your front door! At checkout, select "home delivery" to have your Trek retailer build your bike and deliver it to your home. An additional delivery fee of $100 will apply. All bikes ship to Trek retailers first for assembly. There are no additional assembly charges for bikes. With home delivery, you will be notified when your order arrives at your retailer and contacted to arrange a convenient delivery time.

When you pick up your order please provide the following:
1. A copy of your order or shipment confirmation
2. Card used in the transaction
3. Photo ID

Note: not all Trek retailers offer this service.

Parts & accessories order shipping table

We are currently experiencing a high volume of orders on trekbikes.com. Standard shipping, click & collect and home delivery orders may take longer than usual to be delivered. We are working hard to get your order to you as quickly as possible while continuing to ensure the safety of our colleagues, retailers and customers through social-distancing measures put in place by us and our delivery provider.

Location	Metro	Regional
NSW, VIC, ACT	2 - 3 business days	Up to 15 business days
QLD	4 - 7 business days
SA	3 - 4 business days
WA, NT	5 - 10 business days
TAS	4 - 7 business days

For click & collect and retailer home delivery orders, once your order arrives at your retailer they will contact you to arrange collection/delivery.

Delivery Method	Orders under $99	Orders over $99
Standard Home Delivery	$8.99	FREE
Click & Collect At Retailer	FREE	FREE
Retailer Home Delivery (BIKE ONLY)	N/A	$100

*Shipping schedule applies to orders placed before 2pm.

Trek ships Monday to Friday, deliveries may take longer during a public holiday period.

Delivery times to remote areas of Australia may be longer depending on your exact location.

Merchandise that arrives damaged or defective will be either refunded immediately or a replacement sent depending on the wishes of the customer.

Click and collect order pickup

Ready for pickup
Your Trek retailer will contact you when your order is ready for pick up either through phone or email.
Your order wlll be held for 14 business days. Please make arrangements with your Trek retailer if you are unable to pick up within 14 days.

Picking up your order
Please bring a copy of your receipt, the card used in the transaction, and a photo ID.

Bike order
Bikes are intricate machines. In order to give you the best possible riding experience, your retailer will need at least 24 hours to build* and fine-tune your new bike before it is ready for collection or delivery.
*Some dealers may require longer to assemble your new bike

Ship to your address and order pickup

Each order can only use one shipping method. If you want an order to ship to your home and your local retailer you will need to place a separate order for each method of delivery desired.

International shipping

At this time, we only offer shipping to addresses within Australia. We do not ship to freight forwarding addresses. Find a Trek retailer in your area: International Trek retailer locator.

Returns

Return Policy - Parts and Accessories
For your convenience, parts and accessories purchased online that shipped to an Australian address may be returned to Trek for a full refund within 30 days of original shipment.
If you have any additional questions, you can contact our customer care team via phone or via email here

Return to a Trek retailer
To return your item(s) to an authorized Trek retailer, bring the merchandise you wish to return, with the original sales receipt or packing slip within 30 days of purchase.

Return to Trek by post
To return your merchandise to Trek by post, follow these easy instructions:
-Place the item(s) you would like to return in the original packaging.
-Fill out the back of the packing slip and include it along with the items you are returning and seal the package securely.
-Fill out the return form on our Australia Post portal and follow their instructions: https://return.auspost.com.au/TREK_BICYCLE
-Drop the box at the nominated location.

Return Policy - Bikes
Customers that wish to return bikes ordered on trekbikes.com must return the bike in new condition to the Trek Retailer where it was first picked up within 30 days of receiving the bike.
If you have any additional questions, you can contact our customer care team via phone or via email here

Your account

Benefits of creating an account
By registering, you've joined millions across the globe who are committed to making the world a better place through cycling. With your account, you'll receive free returns, a detailed order history, and faster checkout with saved billing and shipping information. You'll also be among the first to receive exclusive content and members-only deals.

With a tb.com account, returns are easy. Return your parts/accessories to any local trek store or print a return label to ship back to Trek. To access your free shipping return label: Log into your tb.com account, view your order history, and print the return label. Make sure to include your packing slip and reason for return.

Return credit status

Returns will be credited to the original payment method used at the time of purchase. Return credits usually appear on your account within 10 days, but may take up to 30 days, depending on your bank.

30-Day Unconditional Guarantee return

If for any reason you're not satisfied with a Bontrager or Trek aftermarket purchase, return the item, along with the original sales receipt, to the original place of purchase within 30 days for an exchange or refund. Think of it as a 30-day test ride.

This guarantee includes Trek and Bontrager aftermarket components, clothing and accessories. Bontrager OE (original equipment) componentry sold as part of a bicycle is excluded. Used items must be cleaned for a return. If you send merchandise that is not cleaned or laundered, we will return it to you at your expense.

Shipping charge refund

If there was an error on your order such as wrong item shipped or damage during shipping, Trek will credit your original shipping charges (if applicable). Call us at +61 2 6173 2499.

Shipping charges will be refunded if Trek: 1) ships the incorrect merchandise; 2) the merchandise was shipped damaged or defective; 3) the merchandise was damaged in shipping.

Create your account

Creating an account at trekbikes.com is easy. Click on Login/Register anytime. You can also create an account when you place an order.

Updating your account

You can change your account information by selecting Login/Register. Enter your email address and password to view your account information. You can update your email address, name, password, billing/shipping information, and your preferred Trek retailer.

Payment

Forms of payment accepted
MasterCard, Visa, and Visa Debit.

Card return status
Upon confirmation of your return, you should see the credit within 30 days. However, most customers see it in 4-10 business days.

Order declined
If your order has been declined, please check with the financial institution that issued the card for additional information.

Split Payment
We are unable to accept multiple payment options on the same transaction. If you need to use more than one credit card and have multiple items, consider submitting separate orders for the individual items. Or visit a local Trek dealer where they may be able accept payments using multiple cards.

Warranty

Warrantied for Life
Each Trek & Electra carries a simple promise: We’ll take care of you and do what’s right. A lot has changed since the first frame came off the line, but not the pride we take in our work. That’s why we build products to last a lifetime and stand behind them with the industry’s best warranty and loyalty programme.
Learn more about Trek Care Limited Warranty for Trek & Electra bicycles here.

Unconditional Bontrager Guarantee
If for any reason you’re not satisfied with a Bontrager aftermarket purchase, we’ll exchange it. It’s that simple. Return the item, along with proof of purchase, to a Trek retailer or trekbikes.com within 30 days for an exchange or refund. This guarantee includes Bontrager aftermarket components, apparel, and accessories. Bontrager OE (original equipment) componentry sold as part of a bicycle is excluded. Used items must be cleaned for a return. If you send merchandise that is not cleaned or laundered, we will return it to you at your expense.

Crash Replacement
If your Bontrager or Electra helmet is impacted within the first year of ownership, we’ll replace it at no charge. Send the helmet, postage pre-paid, with a copy of your receipt and description of the accident. We will send you a new helmet upon receipt of your crashed helmet.

Bontrager Limited Warranty
Trek Bicycle Corporation warrants new Bontrager® and Trek® branded components, parts and accessories against defects in workmanship and materials, as specified below:

2 years: Brakes, baskets, computers, fenders, handlebars, locks, pumps, rear racks, repair stands, rigid forks, saddles, seat posts, stems, tools, water bottle cages and wheels

1 year: Apparel, bags, bar tape, gloves, grips, helmets, lights (excluding bulbs and batteries), rims, shoes, tires and tubes

This warranty is effective as of August 1, 2010 and covers only Bontrager® and Trek® branded products. Any products not specifically included above are hereby omitted.

This warranty does not cover:
Normal wear and tear
Improper installation or assembly
Improper follow-up maintenance
Damage or failure due to accident, misuse, abuse, or neglect
Labour charges for part replacement or changeover

This warranty is void in its entirety by any modification of the warranted product. This warranty is expressly limited to the repair or replacement of a defective item, and said repair or replacement is the sole remedy of the warranty. This warranty extends from the date of purchase, applies only to the original owner, and is not transferable. This warranty applies only to products purchased through an authorized dealer or distributor. Trek Bicycle Corporation is not responsible for incidental or consequential damages. Some states do not allow the exclusion of incidental or consequential damages, so the above exclusion may not apply to you. Any claim under this warranty must be made through an authorized dealer or distributor. Proof of purchase is required. Claims made outside the country of purchase may be subject to fees and additional restrictions. Warranty duration and detail may differ by product and/or by country. This warranty gives you specific legal rights, and those rights may vary from place to place. This warranty does not affect your statutory rights.

Limited warranty
Many of the items that are sold on trekbikes.com come with a manufacturer's warranty. For warranty questions on items not manufactured by Trek, Bontrager, or Garmin, contact the manufacturer directly.