Shipping policy

Overview

We endeavour to process all orders within 3 to 5 business days (excluding weekends and holidays) after receipt. For items that do not require assembly and are in stock at the time of order, we will ship your order by the end of this time. If, however, your order requires assembly (as is the case for most bicycles) or includes items that are not in stock then the shipping time will very much depend on the current work load and when we receive the back-ordered items - an estimated time frame should have been communicated to you, but we are always available at my.store@velo.works if you have any questions.

You will receive another notification when your order has shipped.

Delays by our shipping partners or due to circumstances beyond our control are very much regretted.

 

Domestic Shipping Rates and Estimates

For calculated shipping rates: Shipping charges for your order will be calculated and displayed at checkout.

For simple flat rate shipping: we offer $10 flat rate shipping for addresses located within a 10km radius of our store.

Free delivery is available for orders over $200 within Peninsular Malaysia.

Deliveries are made from during normal business hours. We will contact you via text message with the phone number you provided at checkout to notify you on the day of our arrival.

 

In-store pickup

You can skip the shipping fees with free local pickup at [list the locations where in-store pickup is available]. After placing your order and selecting local pickup at checkout, your order will be prepared and ready for pick up within X to X business days. We will send you an email when your order is ready along with instructions.

Our in-store pickup hours are [store hours] on [available days of the week]. Please have your order confirmation email with you when you come.

International Shipping

We currently do not offer international shipping in general.

However, limited shipping to the following countries is possible: Singapore, Indonesia, and Thailand. If you would like us to ship to the countries listed please contact us at my.store@velo.works before placing your order.

International shipping rates and delivery times will vary greatly, and will be quoted on a case-by-case basis.

Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. We are not responsible for these charges if they are applied; those charges and fees are your responsibility as the customer.

 

How do I check the status of my order?

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow at 24 to 48 hours for the tracking information to become live.

If you haven’t received your order within 14 days of receiving your shipping confirmation email, please contact us at my.store@velo.works with your name and order number, and we will look into it for you.

Shipping to P.O. boxes

We do not ship to P.O. boxes.

Shipping Damage and Claims

In the event that your order arrives damaged in any way, please email us as soon as possible at my.store@velo.works with your order number and detailed photos of the package or items. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.

If you have any further questions, please don't hesitate to contact us at my.store@velo.works.