If your questions aren’t answered here, please contact us at MR-BICYCLES. We’re happy to help!

ORDERING

Q:How do I order from your website?

A:

Submitting an online order is an efficient and secure method that we encourage customers to use!

On the product page “Add Item to Cart” then “Go to Checkout”. On “Checkout Information”, enter the necessary details requested (Billing/Shipping Address). The billing address entered must exactly match the information on file with the card issuer.

“Save & Continue” to review your cart and apply your billing payment (credit/debit cards or PayPal). Hit “Submit Order” and you will be directed to a “Thank You For Your Order” confirmation. Subsequently, a Web Order Confirmation E-Mail (WOCE) will automatically send to the e-mail address provided on the order. Please keep in mind a WOCE is not your final sales receipt, rather, for reference only.

Q:Is this item in stock?

A: A good frame of reference is if the item is currently advertised online, it is certainly in stock. If you are still curious, please email [email protected] to check inventory.

Q:Can you give me a shipping quote to my state?

A:Please enter your full billing and shipping addresses on the designated areas during the checkout process. By doing so, a shipping quote will automatically generate unique to your cart and ship to location.

Q: I already submitted an online order. Can I edit my shopping cart?

A: Immediately contact our Customer Service Team or email [email protected] for any changes to be made on a pending order. We are unable to update an order that is already fulfilled and shipped.

Q: I entered a different billing and shipping address. Why does customer service need to follow up with me?

A: Different billing and shipping addresses are acceptable; however, it is within MR-BICYCLES’s standard procedure to contact the billing card holder for additional verification. This is simply our way of protecting your payment information. Customer Service will contact the card holder to finalize the order. Once we have all the necessary details re-verified by you, we will contact the issuing bank of your card for final verification.

Q: Will my credit/debit card be charged immediately after placing an order?

A: Yes, your payment method will be charged at the point of sale.

SHIPPING

Q: How long does processing and shipping take?

A: Please allow 1 to 3 business days to process and ship your order. If your order consists of a bicycle that is being assembled by MR-BICYCLEs, please allow 3 to 5 business days for our team to pack and process.
Online processing is Monday to Friday from 9AM to 5:30 PM PST. Orders submitted over the weekend will begin processing on Monday when normal business hours resume. Once shipped, estimated delivery time varies based on shipping method/carrier and delivery location. All orders are shipped from MR-BICYCLES warehouse located in Extra space in Singapore, unless otherwise stated.

Q: I was given a tracking number, but it's not working?

A: Shipment confirmation is automatically emailed as soon as an order is fulfilled. However, transit history will not upload on your tracking number until the carrier collects and scans all outgoing packages at the end of business day (after 5:00 PM PST).

Q: Can I request to expedite shipment?

A: Currently we have our own delivery vessel, which are provided at the Secured Checkout page. Please take into consideration that processing will take 1 to 3 business days, and orders submitted over the weekend will begin processing on Monday.

Q: Do you ship internationally?

A: At this time, we only ship within the Singapore and to Malay. We do not offer international shipping. Also, our Checkout Cart will only accept Singapore dollar .
An alternative suggestion is to use PayPal with a confirmed shipping address (very important) in the Singapore such as a freight forwarder. If the address is Unconfirmed (not verified as an address on file with your bank), a Customer Service Rep will follow up for additional information.

Q: I ordered a complete bike. How is it packed? How much assembly does it require?

A: All complete bikes are pre-assembled in a factory box by the manufacturer. Although partially built, bikes are mainly put together just enough for shipping purposes. Some assembly is advised including the front wheel, saddle, handlebar and pedals.
All bikes purchased through MR-BICYCLES MUST be assembled by a certified bike shop mechanic. If the bike is NOT built up by a certified bike shop mechanic, any warranty will be void. Do retain a bike shop receipt for proof of assembly.

IN-STORE PICK UP

Accordion Panel

A: In-Store pick Up items are only available for pick up at our warehouse location in 9 Sin Ming Industrial Est Sector B, Singapore 575654. Once your order is ready, Customer Service will contact you and provide our warehouse address and operational hours.
For complete bikes: We offer free assembly on all bicycle orders. Full assembly can take up to 3 to 4 business days. To request for assembly, please leave a note on the comment box during Secured Checkout, or email Customer Service at [email protected] with your web order number.

Accordion Panel

A: Certain items are only available through In-Store Pick Up at our warehouse . Due to a Manufacturer/Dealer Agreement between City Grounds and the manufacturer, we are not allowed to ship out these items.

RETURNS & EXCHANGES

Q: How many days do I have to send a return?

A: Acceptable returns are within 7 days of receiving your order. If you decide to return your merchandise after 7 days, you may exchange the item(s), or receive store credit.

Q: If I used the product, can I return it?

A: No. Any used merchandise will render it unacceptable for a return and exchange. We only allow returns that are in its original condition (brand new, unused, packaging intact).

ORDER ISSUES

Q: I received my order, but it's incomplete / wrong! How do I get this fixed?

A: Immediately contact [email protected] with the following information:

  • Your order number
  • Item that is missing, or incorrect
  • Photos of the item

 

Q: My bike is messed up! How do I get this fixed?

A: For all warranty claims, please Warranty Team at [email protected] So that we can help you in a timely manner, make sure to include the following:
Your order number
Brief description of the claim
Photos of the item
Be advised that if the bike is NOT built up by a professional bicycle mechanic at a bicycle shop, any warranty will be void

AFFIRM FINANCING

Q: Is your personal information secure with Affirm?

A: Yes, protecting your personal information is very important to us. We encrypt sensitive data including Social Security numbers. We also maintain physical, electronic, and procedural safeguards to protect your information. We do not sell or rent your information to anyone. You can read more about our Privacy Policy here.

Q: Why was I prompted to link my checking account?

A: Affirm sometimes needs more information about your financial situation to evaluate your loan application. We may ask you to link your online checking account, which helps us determine your ability to repay a loan. If you are prompted to link your checking account and would like to continue with the application process, you may link your account by providing the login information for your online bank account.
Affirm does not store your online banking login information – we simply pass your login credentials to your bank via a secure service linking your checking account.
Linking your checking account DOES NOT authorize Affirm to debit your account. It only allows us to determine your ability to pay.