Shipping policy
Shipping Policy
Zephyr Ebikes
Last Updated: August 2026
This Shipping Policy applies to orders placed with Zephyr Ebikes. It should be read together with our Refund, Returns, Cancellations & Warranty Policy.
Nothing in this policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law (ACL) that cannot lawfully be excluded.
🚚 Shipping Across Australia
Zephyr Ebikes offers free or subsidised shipping to most locations across Australia.
Although shipping may be advertised as “Free Shipping”, substantial freight costs are still incurred by Zephyr Ebikes to transport an e-bike. Free shipping means that Zephyr Ebikes is covering or subsidising this cost on the customer's behalf.
Our standard freight allowance for an e-bike is approximately $250 each way. However, freight costs vary significantly depending on the delivery location, courier availability and the size and weight of the shipment.
For deliveries to Western Australia (WA), Tasmania (TAS), remote and regional areas, the actual freight cost can be considerably higher and may be up to approximately $500 or more one way for a single e-bike shipment.
Zephyr Ebikes may subsidise a portion of these freight costs, with any additional customer shipping charge displayed at checkout where available.
Additional charges may apply to:
-
Western Australia (WA)
-
Tasmania (TAS)
-
remote and regional locations
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islands or locations requiring specialist freight services
-
areas subject to courier remote-area surcharges
Where an additional freight charge cannot reasonably be calculated automatically at checkout, Zephyr Ebikes may contact the customer before dispatch.
Return & Redelivery Freight
Where a customer is responsible for return or redelivery freight under this policy, the applicable amount will be based on the reasonable freight costs actually incurred or quoted for that shipment.
Standard e-bike freight is approximately $250 each way, meaning a standard outbound and return shipment may cost approximately $500 in total.
For WA, TAS and certain regional or remote destinations, freight may cost up to approximately $500 or more each way, meaning the total cost of sending and returning a bike could potentially reach $1,000 or more.
These freight charges apply only where permitted under this policy and applicable law, such as voluntary change-of-mind arrangements, customer-provided incorrect addresses, refused deliveries or other customer-caused redelivery/return situations. They do not override any rights or remedies that cannot be excluded under the Australian Consumer Law.
📦 Order Processing & Dispatch
We aim to process and hand orders to our logistics partners within 1–2 business days after an order is confirmed.
Processing and dispatch times are estimates and may be affected by:
- weekends and public holidays;
- unusually high order volumes;
- stock transfers between warehouses;
- courier collection schedules;
- address verification;
- payment verification; or
- circumstances outside our reasonable control.
Once your order has been dispatched, tracking information will be provided when available from the freight provider.
🚛 Estimated Delivery Times
Delivery typically takes approximately 7–12 business days after dispatch.
Delivery times are estimates only and are not guaranteed delivery dates, unless Zephyr Ebikes expressly agrees otherwise.
Regional and remote areas, including parts of WA and TAS, may take longer.
Courier delays, depot congestion, severe weather, road closures, natural disasters and other events outside our reasonable control may affect delivery times.
Where a delivery issue occurs, Zephyr Ebikes will provide reasonable assistance in communicating with the freight provider.
Nothing in this section limits any rights you may have under the Australian Consumer Law.
📍 Delivery Address
Customers are responsible for providing a complete and accurate delivery address when placing an order.
Please check your:
- street number and street name;
- unit/apartment number;
- suburb;
- state;
- postcode; and
- telephone/email contact information.
Due to the size of our e-bike cartons, complete e-bikes cannot be delivered to PO Boxes or standard parcel lockers. A suitable residential or commercial street address must be provided.
If you accidentally provide incorrect delivery information, contact us as soon as possible.
We cannot guarantee that an address can be changed once an order has entered the freight network.
💰 Incorrect Addresses, Redelivery & Return-to-Sender Costs
Where incorrect or incomplete information supplied by the customer results in additional courier charges, the customer is responsible for the reasonable additional freight costs actually incurred.
This can include:
- address correction fees;
- redirection fees;
- redelivery fees;
- depot/storage fees;
- return-to-sender freight; and
- additional outbound freight where an order needs to be sent again.
For an e-bike, return freight may cost approximately $250, and sending the bike again may cost approximately another $250.
Therefore, a return and subsequent redelivery can result in approximately $500 in additional freight costs.
Actual costs may vary depending on destination and courier charges.
This provision does not apply where the issue was caused by Zephyr Ebikes or where charging the customer would be inconsistent with the Australian Consumer Law.
🚪 Refused, Missed or Uncollected Deliveries
Customers are responsible for reasonably cooperating with the courier to receive their order.
Where a correctly addressed shipment is returned because the customer:
- refuses delivery;
- fails to collect the shipment;
- repeatedly misses delivery attempts;
- does not respond to reasonable courier communications;
- provides an inaccessible delivery location; or
- otherwise causes the shipment to be returned,
the customer may be responsible for the reasonable additional freight, storage, return and redelivery costs incurred.
Refusing delivery does not automatically cancel an order or create an entitlement to a refund.
Where the refusal or return is simply due to a change of mind, our Refund, Returns, Cancellations & Warranty Policy applies.
Nothing in this section limits statutory consumer rights.
❌ Cancellation After Dispatch
Once an e-bike has been dispatched or collected by the courier, cancellation is no longer guaranteed.
If Zephyr Ebikes voluntarily agrees to accept a change-of-mind cancellation after dispatch, the freight already incurred in sending the bike and returning it to us may be deducted from the refund.
Our standard round-trip freight cost is approximately:
Outbound shipping: $250
Return shipping: $250
Total: $500
For example, where a $2,000 order is voluntarily cancelled after dispatch and $500 in round-trip freight is incurred, the applicable refund would be $1,500 after the bike has been returned and accepted, subject to the terms of our Refund Policy.
This applies to voluntary/change-of-mind cancellations and does not override any right to reject goods under the Australian Consumer Law.
📦 Shipping Damage
We take reasonable steps to ensure bikes are properly packaged before leaving our warehouse.
Once received, please inspect the carton and bike as soon as reasonably practicable.
If you believe your order has been damaged during transport, contact us at director@zephyrebikes.com and provide:
- your 4-digit order number;
- photographs of the carton;
- photographs/videos showing the damage; and
- a brief explanation of what has occurred.
Please retain the original packaging while we assess the matter where reasonably possible.
Depending on the circumstances, an appropriate remedy may include replacement parts, repair, replacement, collection or another remedy available under the Australian Consumer Law.
Shipping damage does not automatically entitle a customer to a complete bike refund where the issue is minor and can lawfully be remedied.
However, if the circumstances constitute a major failure under the Australian Consumer Law, the customer's statutory rights remain unaffected.
📦 Lost or Misdelivered Parcels
If tracking shows an order has been delivered but you cannot locate it, please:
- check your property, reception, mailroom or designated delivery area;
- check with other occupants or building management where applicable; and
- contact Zephyr Ebikes so the delivery can be investigated with the courier.
Where a courier has delivered an order to the wrong address despite the customer providing the correct address, Zephyr Ebikes will assist with the courier investigation and provide any remedy required by applicable law.
Where the customer supplied an incorrect address, resulting costs or losses may remain the customer's responsibility to the extent permitted by law.
🔍 Tracking
Tracking details are normally provided after the courier has collected and processed your shipment.
There can occasionally be a delay between warehouse collection and the first tracking scan appearing.
A delay in tracking information does not necessarily mean that the order has not been dispatched.
If you have not received tracking information or believe your tracking is incorrect, please contact us with your 4-digit order number.
⚠️ Authority to Leave
Some courier services may offer Authority to Leave (ATL) or similar delivery options.
Where a customer expressly requests or authorises a courier to leave an order unattended, the customer accepts the ordinary risks associated with that delivery instruction to the extent permitted by law.
This does not exclude Zephyr Ebikes' responsibility where the loss or problem was caused by Zephyr Ebikes or where liability cannot legally be excluded.
🏠 Access to Delivery Location
E-bikes are delivered in large and heavy cartons.
Customers should ensure that the nominated delivery address is reasonably accessible to a freight vehicle and suitable for receiving a large package.
Couriers may not be able to carry large e-bike cartons:
- up stairs;
- into apartments;
- through restricted-access areas;
- inside private residences; or
- to locations their safety policies do not permit.
Delivery may therefore be completed to a building reception, loading area or another appropriate location permitted by the courier.
Additional services requested by the customer may incur additional charges.
🔄 Warehouse & Split Shipments
Bikes, accessories and replacement parts may be stored at different warehouse locations.
As a result, items from the same order may occasionally:
- arrive separately;
- have different tracking numbers; or
- be delivered by different courier companies.
Receiving one part of an order does not necessarily mean that the remaining items are missing.
🛠 Warranty Replacement Parts
Where Zephyr Ebikes sends replacement components under an approved warranty claim, Zephyr Ebikes will cover the applicable standard shipping cost unless otherwise required by law or agreed with the customer.
Warranty shipments may be sent separately from the original bike and may use a different courier.
🌏 Customs & Import Charges
For any orders shipped outside Australia, the customer may be responsible for applicable customs duties, taxes, import charges and customs-clearance requirements unless otherwise stated at checkout.
International delivery estimates may be affected by customs processing outside Zephyr Ebikes' control.
This section does not affect Australian domestic orders.
⚖️ Australian Consumer Law
This Shipping Policy operates subject to the Competition and Consumer Act 2010 (Cth), Schedule 2 – Australian Consumer Law.
In particular, nothing in this policy is intended to exclude, restrict or modify applicable consumer guarantees or remedies that cannot lawfully be excluded or restricted.
Relevant provisions include ACL s 64, which prevents applicable consumer guarantees from being excluded or restricted by contract, and ACL ss 259–260, which deal with consumer remedies and major failures.
Where there is an inconsistency between this policy and a mandatory requirement of the Australian Consumer Law, the Australian Consumer Law applies.
📩 Contact Us
For shipping, delivery or tracking enquiries, please contact:
Zephyr Ebikes
director@zephyrebikes.com
Please include your 4-digit order number so we can locate your shipping details.