Frequently Asked Questions

How much does delivery cost?

We offer free delivery New Zealand wide on all orders over $99. For orders under $99, including Click & Collect, there is a $5 flat rate charge.You can find out more about NZ delivery here.

How do I qualify for free delivery?

Just spend over $99.

How long will it take my order to arrive?

Delivery of online orders typically take 3-4 working days to arrive. Please allow an additional 1-2 working days for rural delivery or bulky items. Delivery times will also be impacted by statutory holiday day closures.

Only part of my order has arrived?

To ensure we can give you the best possible prices, many of our products are shipped to you from our different warehouse locations. This means that your order may arrive in separate parcels. If you have not received your full order within 7 working days, please contact us here.

My order hasn't arrived yet?

If your order hasn't turned up within the expected delivery time frame, we recommend calling the courier company on the tracking details emailed to you as a first step. If you're still having trouble, or haven’t received tracking information, please contact us here

Do you deliver to PO Boxes?

Unfortunately we are unable to deliver to PO Boxes. Please provide us with a physical address.

Do you offer International Delivery?

Yes. Please see our international delivery page here.

Can I get a bike delivered?

Most bikes we sell must be collected from an Evo showroom. Due to warranty and safety regulations, we need to ensure that bikes have been built and checked over by a qualified mechanic before leaving the store.This is the international policy for Trek, Giant, Liv and other brands.

How much does Click & Collect cost?

Click & Collect is a free service on orders over $99. For orders under $99, there is a $5 charge as we will still need to transfer the product to the showroom for collection.

Do I need to bring anything when I collect my order?

Yes, we require photo ID on collection to ensure we give the order to the intended customer. If someone is collecting the order on your behalf, please contact us in advance so that we know someone else is approved to collect.

What items can I Click & Collect?

Everything sold on the Evo Cycles website is available to be collected in any Evo showroom. Simply select the collect location you require in the delivery information section of the checkout.

When will my order be ready for collection?

If the product you have ordered is not available in the showroom, it will need to be transferred in from one of our other locations via courier. Please allow 3-4 working days for non-bulky items. We will notify you via text and/or email when your order is ready for collection.

When will my bike be ready for collection?

Bike purchases generally take a little more time to be prepared for collection. If the bike is not available in your collection location, we will need to transfer it to the showroom from the supplier or another Evo location. We will also need time to have the bike assembled and safety checked. If you require additional parts or accessories installed it may also take longer to set up. We will notify you via text and/or email when your bike is ready to be collected.

What forms of payment do you accept?

At Evo we accept a wide range of payment types. We accept all major credit cards, bank deposit via POLi, a number of short term split payment options and also offer long term finance. Learn more about accepted payment types here

Do you offer Interest Free Finance?

Yes, Evo Cycles offers interest free finance. If you have an existing finance account with GEM or Q Card, you can purchase online by selecting the finance provider as the payment method in the checkout. More information on interest free finance terms and how to apply can be found here.

Can I pay with a gift card online?

Yes, gift cards can be redeemed in the checkout. Simply apply a gift card when placing your order online. Please note, for split payments with gift cards, we only accept credit cards as the secondary payment method.

Are the prices on your website in New Zealand Dollars?

All pricing on the Evo Cycles website is in New Zealand dollars.

Do the bikes come assembled?

All bicycles purchased from Evo, whether via Click & Collect, or if delivered, will be assembled. Bikes collected in an Evo showroom will be assembled to the point where you can ride out of the store immediately. Bikes eligible for home delivery are fully assembled and checked before dispatch, however, in order to fit your bike into the packing box for shipping it is necessary to detach some parts of the bike. It is a relatively easy job to reattach these parts and generally takes between 5 and 15 minutes. You can view instructions on how to do this along with the basic tools required here.

What size bike should I get?

Most bikes listed on the Evo Cycles website will have a size guide available to help you onto the correct size. In rare cases where this is not available, you can view our size guide here.

If you have any questions or concerns about sizing, please contact us.

Where can I get my bike serviced?

Every Evo Cycles location has a Service Centre operating under the same roof. Here you can find all the expertise you need to maintain your bike, fit new components or fix a mechanical issue. Learn more about Evo Service Centres here

What is a service plan?

An Evo Cycles service plan is a series of pre-purchased services for your new bike. These can be purchased when buying any new bike from Evo Cycles and give some excellent savings on bike maintenance. Learn more about service plans here.

Is the item I purchased covered by warranty?

Everything sold by Evo Cycles is covered by a minimum 12 month manufacturer warranty.

Can I return my order if I need to?

Please check out our Policies page for more information on returning products. Returns can be couriered to us, or dropped in to our Hamilton showroom at 97 Kent Street, Frankton, Hamilton.

Can I return the product if I'm not happy with it or change my mind?

Please choose carefully as we are not legally obligated to accept returns or exchanges unless the product is damaged on arrival or is not as described. A 10% restocking fee may be charged for returned due to ‘change of mind’. We will not accept returns of products that are damaged, used or are missing original packaging.

For more information about returns, exchanges & warranties, please refer to our policies here

Will the product be exactly as I see it in the image?

While every effort is made to ensure that our product images are accurate, please be aware that colours may vary slightly from what is shown, and from time to time parts may also vary due to supplier availability and manufacturing variations. If the product that arrives is not as expected, please contact us so that we can find a suitable replacement and update our website listing.

Are all products available online also available in Evo Showrooms?

Not always. We carry over 15,000 products online, not all of which will be available in our retail showrooms. Due to stock availability, there are also some products available in showrooms which are not sold online. Please call the showroom ahead of time to check what you are wanting to purchase is available there or view the instore availability tool on the Evo website product pages.

I can't add the product I'd like to purchase to my cart?

If the product line is greyed out and can’t be added to the cart, it generally means that the item is either out of stock or on back-order. Please contact us if you need more information and include a link to the product you are interested in.

Do you sell Gift Cards?

We sure do - they make great gifts for the bike enthusiast in your life! You can purchase vouchers online here.

The product I'd like to purchase is out of stock - will you be getting more in?

We'll always try our best to get something in for you, even if it is out of stock on our website. Please email us here and include a link to the product you are interested in.

Where is my order?

If you have placed an order on the Evo website, you should have received an order confirmation email with an order reference number. Once we have processed your order, we will send you an update email that will include courier tracking information. If you have selected Click & Collect as your delivery method, we will notify you once your order is ready to be collected. If you have not heard from us within a reasonable amount of time, please contact us with your order reference number and we will look into your order progress for you.

Do you do special orders?

Absolutely! We’d be happy to help find a product(s) for your requirements. Whether it’s a specific item you are looking for, or need help on a big bike project, we’re here to help. Contact us here.

I've made a mistake on my order. Can I change it?

Please call us immediately on 0800 424 537 ext 2329.

I've received my order and it is incorrect or damaged

Please call us immediately on 0800 424 537 ext 2329.

Can I make an order over the phone?

Absolutely! Our customer service team is more than happy to help you with your order over the phone. Please call us on 0800 424 537 ext 2329.

How long will my pre-order take to arrive?

Products for sale via pre-order will have varying arriving times. Normally, these will be outlined upfront when purchasing, but may also be influenced by further delays outside of our control such as shipment delays or delays at customs. We will keep you updated if you have something on pre-order with us. If you have any questions please contact us here for an update.

Can't find the answer above? Feel free to call us on 0800 424 537 or email us here.