At Go Off-Road , we strive to provide you with the best possible service when it comes to shipping your orders. Please review our shipping policy to understand how we handle dispatch times, delivery methods, tracking, out-of-stock products, and returns.
Dispatch Times
Parts and Accessories: Orders placed before 1 PM (Monday to Friday, excluding public holidays) will be dispatched on the same working day. Orders placed after 1 PM will be dispatched on the following working day.
Bikes: We aim to dispatch bikes on the same working day as your order. However, because our bikes come fully assembled, there may be a small wait time depending on the current workload in our workshop. We appreciate your understanding and patience as we ensure your bike is assembled with care and precision.
Shipping Methods
Assembled Bikes: Due to the nature of our assembled bikes, shipping is conducted either via pallet delivery or by a man-and-van courier service, depending on the destination and the nature of the product. This ensures your bike arrives in optimal condition and ready to ride.
Tracking Your Order
Smaller Items: Orders for smaller items, such as parts and accessories, are sent via APC Overnight. Once your order has been dispatched, you will receive a tracking link via email. You can use this link to track your order and monitor its progress in real time.
Larger Items: For larger items, including assembled bikes, tracking may not always be available. These items are often shipped via pallet delivery, which is classified as commercial freight. While pallet deliveries typically offer a delivery window of 8 AM to 5 PM, exact tracking details may not be provided. If you have any questions regarding the delivery of a larger item, please contact our customer service team for more information.
Missed Deliveries and Redelivery Fees
APC Deliveries: APC will attempt to deliver your order twice. If both delivery attempts are unsuccessful and no one is available to receive the package, the item will be automatically returned to us. Please note that a redelivery charge will apply if you wish to have the item shipped out again.
Pallet Deliveries: For larger items shipped via pallet delivery, a redelivery fee will be charged for every failed delivery attempt. Pallet delivery providers typically offer an 8 AM to 5 PM delivery window, so please ensure someone is available to receive your order. Failure to do so will incur additional charges for each subsequent delivery attempt. Please keep this in mind when placing your order to avoid unnecessary delays and costs.
Out of Stock Products
We do our best to keep our stock levels accurate and up to date. However, due to the high volume of orders we receive, it is sometimes impossible to avoid situations where an item may become out of stock after you’ve placed your order. In these rare cases, we will promptly notify you and offer the following options:
Refund: We will issue a full refund for the out-of-stock item.
Alternative Product: Where possible, we will offer you an alternative product of similar value and quality. You may choose whether to accept this alternative or receive a refund instead.
While we try to limit out-of-stock occurrences as much as possible, unforeseen circumstances may occasionally cause delays or adjustments to your order. We appreciate your understanding and patience in these situations.
Return Policy
If you wish to return an item, please be aware of the following guidelines:
Return Postage Costs: The responsibility for return shipping costs lies with the customer. We recommend using a trackable shipping service or purchasing shipping insurance to ensure the safe return of your item.
Return Location: Before returning any item, you must contact us to obtain the correct return address and instructions. Returns sent without prior confirmation may not be processed.
We are committed to providing you with a smooth and efficient service. If you have any further questions or need assistance, please do not hesitate to reach out to our customer support team.
Thank you for choosing Go Off-Road