Help & Support Centre
We're here to help and want you to have the best possible experience shopping with Singletrack Bikes. Below are the frequently asked questions with a contact us form. If you do contact us we will get back to you as quickly as possible during the opening times below.- When will my order arrive?
This depends on the stock flag on the product page at the time of order, and the chosen delivery service. If the stock flag was advertised as...
In stock at Supplier or Low stock at Supplier
This means the item is in stock with our supplier and needs to come from them first. The delivery options that you chose from on this stock flag was one of the following:
1) I'm not in a rush. Happy to go with the cheapest option. Typically within 10 working days. Items that come from the supplier first you can expect to receive within 5-10 working days using this option.
2) I'd like it fairly quickly please. Typically within 3-5 working days. Items that come from the supplier first you can expect to receive within 3-5 working days using this option.
3) Typically within 3 working days and tracked with DPD. Items that come from the supplier first you can expect to receive within 3 working days using this option.
* Next day delivery is not available with this stock flag
Or if the stock flag was advertised as...
In Stock in Kirkcaldy Shop
1) I'm not in a rush. Happy to go with the cheapest option. Items that are In stock in our Kirkcaldy shop will usually ship within 1-2 days (excluding bikes).
2) I'd like it fairly quickly please. Typically within 3-5 working days. Items that are In stock in our Kirkcaldy shop will usually ship the same day (excluding bikes).
3) Typically within 3 working days and tracked with DPD. Items that are In stock in our Kirkcaldy shop will usually ship the same day (excluding bikes). You'll be given a 1 hour time slot by DPD on the morning before delivery so that you don't have to wait in all day.
7) 1-2 day Delivery ONLY FOR 'IN STOCK IN KIRKCALDY SHOP' ITEMS. We will use a next day service with either DPD or Royal Mail 24.- My order is late. What do I do?
My order is late. What do I do?
We do our best to keep on top of communicating any problems with you, so if you have not heard from us about a delay then you can complete the contact form below putting 'Late order' in the message subject box, and we will prioritise your enquiry.
Please be sure to include your order reference number found in your order confirmation email.
If you do not have your order confirmation email then please make sure to include some personal details so that we can find your order on the system.- How much is delivery?
- It depends on the product, the location, and chosen service.
If you view your shopping basket you can see all the prices available for you to choose from.
You can always remove items from your basket again. - How do I return something that I've ordered?
- Sorry to hear that you want to return an item. To do so please follow these instructions:
1) Complete the contact form below entering 'Returns' as the message subject, and include the following additional details:
- Order reference number
- List of item/s being returned
- Reason for return
3) Send your parcel using your chosen method. For small items Royal Mail 2nd class is probably the cheapest and best option. Please ensure you obtain a proof of postage. We cannot be held responsible for goods lost or damaged in transit.
We aim to process refunds within 14 days using the same payment method used to place the order.
Unfortunately we are unable to accept returns of the following products:
- Food products that will be within 3 months of the sell-by date
- Products that can't be returned for hygiene reasons once the original packaging has been opened such as padded shorts, bibshorts, socks, underwear, etc.
- Bikes which are customised to a customer's personal specification are also excluded from returns except in cases of warranty issues.
- Can I return an item for exchange?
- The fastest way to do this is to purchase the item you would like from our website, and then return the other item back for a refund by following the instructions in the 'How do I return something that I've ordered?' section.
This will ensure that your new item does not go out of stock while your return goes through the process, and that you will receive your alternative choice quickly. - How do I submit a warranty claim on a faulty item?
- If an item is still within its warranty period, then we need to have the item back here for inspection before we can consider a repair or exchange as per your entitlement under The Consumer Rights Act.
If you wish to return something please follow these instructions:
1) Complete the contact form below entering 'Warranty' as the message subject, and include the following additional details:
- Order reference number
- List of item/s being returned
- Reason for return
3) Let us know when the parcel is ready to collect and we will send you a pre-paid returns label in most cases. If we are unable to do this we will let you know and arrange to reimburse your return costs so that you are not out of pocket. - I think my order is lost. What do I do?
- It is rare that this happens, but unfortunately no third party delivery service is perfect. We have a process to follow in this scenario so that we can offer you the quickest solution.
1) If you have tracking details and it is showing as delivered, please note that this can mean left with a neighbour, or left in a safe place, or awaiting collection at your local depot. Once you checked these scenarios and wish to continue with a delivery dispute, then skip to 3...
2) If you do not have tracking details then please submit a support ticket below requesting the tracking link for your delivery and skip to 4.
3) Complete the contact for below putting 'Lost' in the Message Subject header, and confirm your full correct delivery address in the Your Message section.
4) We will check that your address matches the address entered on your order at checkout, and if all is correct we will offer a replacement or refund. Unfortunately, we can't accept responsibility if you made a mistake during checkout, although we should be able to provide a map and GPS information on where the delivery was made to allow you to retrieve the goods. - Do you the cycle to work tax free scheme?
- Yes we currently work with the following providers:
- Cyclescheme
- GCI
- GoGeta
We have a Cycle to Work checkout so you just need to add your items to the basket, and select Cycle to Work as the payment method. Items that are reduced in price are subject to a 10% admin fee. You need to add this on manually at checkout by entering the word 'ADMIN' in the voucher code box at checkout then click 'Re-calculate'. This will then place a provisional order on our system and you'll receive a confirmation email which you can also use as your quote.
Once you receive your voucher just email it to us and we will process your order.
Please note: Your goods are not reserved before we receive your voucher, so to reserve the stock you would need to pay a refundable deposit to secure your items. If you wish to do this just get in touch with us so we can take payment.