FAQ

CHOOSING YOUR TOKYOBIKE

HOW DO I CHOOSE THE BEST SIZE FOR ME?

tokyobike models come in a range of sizes designed to fit just about everyone.

Please refer to our size guide to determine the best size for you. The guide is provided as a reference – everyone's body is different and you may have a sizing preference. If need further help, please don't hesitate to contact us for advice.

CAN I EXCHANGE A BIKE IF IT DOESN'T FIT?

In the event a bike does not fit, an exchange may be offered at our discretion provided it has not been ridden, and subject to assessment for any damage to the bike in transit. Bikes for return must be professionally repacked, and we are unable to cover or subsidise the cost of professional repacking, return shipping or re-shipping of the correct size. 

Please see our Return & Exchange policy and Terms of Service for further details.

CAN I CHOOSE A COLOUR THAT'S NOT AVAILABLE IN THE TOKYOBIKE RANGE?

tokyobike colours are carefully curated and we take pride in our unique collection. We do not offer custom colours outside of our range.

CAN I ORDER A COLOUR OR MODEL I'VE SEEN OVERSEAS?

We select a range of colours and models unique to Australia. International tokyobike stores may have models or colours that we don't stock. As our bikes are made to order within our range, we are unable to place an order for international models.

WHY DOES TOKYOBIKE HAVE A SMALLER WHEEL SIZE THAN OTHER SIMILAR BIKES?

tokyobike was conceived for riding around Tokyo, and like riding in any city, this involves a lot of starting and stopping. The smaller wheel size makes accelerating from a stop (at traffic lights, stop signs, or because you want to take a quick picture) a great deal easier. The smaller wheel size also makes tokyobike more maneuverable and agile for avoiding obstacles on the road, making it safer to ride.

SHIPPING & ASSEMBLY

WHO WILL ASSEMBLE MY TOKYOBIKE?

Your bike will be assembled by one of our stockists (or an alternative bike shop if there is no stockist near you). We will contact you prior to dispatch with a suitable option. 

Find out more about Shipping & Assembly.

WHY PROFESSIONAL ASSEMBLY?

For your safety and peace of mind, your new tokyobike will be shipped to and assembled by a professional bike shop near you, so all you have to do is pick it up ready to ride. Assembly by an approved bike shop is a condition of warranty and not optional.

Little tokyobike and Paddle are shipped directly to you almost fully assembled.

Find out more about Shipping & Assembly.

HOW SOON AFTER ORDERING CAN I PICK UP MY TOKYOBIKE?

Please allow up to 2 weeks from dispatch until collection from the bike shop. Times may vary for regional areas. If you have specific requirements, please contact us prior to placing your order.

CAN I TRACK MY ORDER?

Accessories & kids bikes – tracking details will be provided in your shipping confirmation email.

Adult bikes – we will notify you when your tokyobike is ready for pick up from your local bike shop.

DO YOU SHIP INTERNATIONALLY?

tokyobike Australia does not offer international shipping.

PRE-ORDERS

HOW DO PRE-ORDERS WORK?

We’ve put together some information below about pre-ordering your new tokyobike here.

HOW WILL MY PRE-ORDERED TOKYOBIKE BE SHIPPED & ASSEMBLED?

To ensure your safety and peace of mind, your new tokyobike will be assembled by a professional bike shop near you, so all you have to do is pick it up ready to ride.

Your bike will be assembled by one of our stockists (or an alternative bike shop if there is no stockist near you). We will contact you prior to dispatch with a suitable option.

Find out more about Shipping & Assembly.

RETURN & EXCHANGE

WHAT IS YOUR RETURN & EXCHANGE POLICY?

Please read our Return & Exchange policy and Terms of Service, and consider your purchase carefully.

We're here to assist you with your selection and ensure you have a positive shopping experience — if you have any questions including fit or suitability, please feel free to contact us prior to placing your order.

WARRANTY

WHAT IS YOUR WARRANTY?

We stand behind the bikes we sell, and offer a 12 month guarantee on all frames and forks. Please refer to our Warranty page for more information. We recommend that your tokyobike is maintained by a professional mechanic and serviced at least once a year.

MAINTENANCE

HOW DO I KEEP MY TOKYOBIKE IN GOOD CONDITION?

We've put together our best maintenaince tips to help you look after your tokyobike and keep it running smoothly. 

WHERE DO YOU RECOMMEND TO GET MY TOKYOBIKE SERVICED?

For your servicing needs, we recommend getting in touch with our stockists and assembly partners who know our brand and bikes well and are always happy to assist.

WHERE CAN I PURCHASE TUBES OR TYRES FOR MY TOKYOBIKE?

You can purchase tyres and tubes from our online store. We recommend having a spare tube on hand for emergencies. Many bike shops stock the correct size tubes and tyres available, however, as they are less common sizes we recommend calling ahead to check first.