Customer Service

What is Club 99?

Club 99 membership gives you access to exclusive pricing and benefits. Learn more

When will I get my welcome email?

You will receive your welcome email within a few days of joining Club 99.

Will my Club 99 membership expire?

No, Club 99 membership if for life, meaning no monthly subscription is needed. A single payment of $5 in-store or online and you are a Club 99 member for life!

How much does Club 99 cost?

The one-time fee to become a lifetime member of Club 99 is $5.

When will you send my $25 Gift Card?

The $25 gift cards for Club 99 members who spend over $500 last financial year are sent out at the beginning of July which is the start of the new financial year. If you make a purchase that makes you eligible during or after July, you'll receive your Gift Card the next July.

I joined Club 99 in-store. How do I shop online?

As a Club 99 member, when you shop online for the first time you'll need to create an account. Be sure to use the same email address you used in-store when originally signing up.

Can I use a gift card online?

We currently only offer 99 Bikes gift cards as an in-store payment method.

What payment methods can I use in-store and online?

You can pay online and in-store with a variety of payment options, you can comfortably pay online using Visa and Master Card knowing your payment is secured by eWay. Learn more

Afterpay

Pay in four equal instalments, interest-free with Afterpay. Pay nothing extra when you pay on time. No new card applications, instant approval online. Requires minimum order value of $50. Available in-store & online.

Paypal

When you use your credit, debit card or connect your bank account through PayPal, you can skip entering your information every time you shop.

Can I order a bike for home delivery?

Due to supplier restrictions, we are unable to ship a number of bike brands directly to customers via courier. Brands that can be shipped directly to customers will have a "courier delivery" badge to identify them. This includes some of our Cube bikes, and all GT, Mongoose & Pedal (excl E-Bikes) Bikes. All Bikes shipped to customers will arrive boxed after being pre-assembled and safety checked in-store, then re-boxed, so may arrive in packaging with different branding or labels than original. All bikes can be purchased via Click & Collect and Home Delivery when the bike is already in stock your selected store. All bikes will be assembled and safety checked by our qualified mechanics prior to collection or Home Delivery. Please contact your local store directly if you would like to order a bike that is not already in-stock with the store.

Do you offer international shipping?

We currently don't offer shipping outside of New Zealand.

Where can I find my tracking number?

An automatic tracking email is sent once your order is in transit. If you have not received your tracking email and it has been two business days since it was placed, please contact our customer service team on help@99bikes.co.nz.

What is a split order?

Due to our various locations and stock availability we may from time to time ship your order from more than one location. Don't worry we'll notify you if your order will be coming from more than one location.

How long will my order take to be delivered?

Depending on your delivery location, your order can take anywhere from 1-10 business days. Please refer to the Delivery Times for an more accurate estimation. If your item has not been delivered in more than 10 business days please contact our customer services team on help@99bikes.co.nz who will get in touch with the courier, please do not wait more than 21 working days as it affects the couriers ability to investigate.

Do I have to sign for my delivery?

Yes, all deliveries are sent with signature required to ensure your parcel gets to your designated address safely. If you wish to give the courier Authority To Leave at your address, you will need to do this via the courier tracking link.

My item says it's delivered but I can't find it?

If you view the tracking details for your order and it is marked as delivered and you cannot find it. You can either lodge an inquiry with the courier directly, which can be done after checking your tracking details. Or you can contact our customer services team on help@99bikes.co.nz who will lodge an inquiry on your behalf. Please do not wait more than 21 working days as it affects the couriers ability to investigate.

I have changed my mind about an item I ordered can I exchange it?

Within 30 days of original purchase, we will happily accept a return provided that all items are in the original saleable condition and packaging. Customers are required to arrange returns via courier themselves including any costs involved, we highly recommend using a tracked courier service as we cannot honor returns on items lost in transit. Learn more.

My item arrived damaged, what do I do?

Please fill in our faulty item return form found HERE. One of our customer services team members will be in touch to arrange the shipment of the item back to our webstore return address and arrange a new item to be shipped, a refund or an equivalent item if the item purchased is no-longer available.