Character Bikes - Seller Information


About Us - Character Bikes

Character Bikes is a leading Australian supplier of licensed wheeled toys delivering kids bikes, trikes, scooters and helmets to customers nationwide. Partnered with international household brands such as Disney, and Mattel, we proudly offer quality products at an affordable price. Fun and fitness are central tenets of our core-values, confident in the belief that activity is an essential ingredient to a child’s development. Combining desirable brands with safe and reliable product, our mission is to encourage the kids of Australia to adopt a healthy lifestyle through traditional forms of outdoor play.

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Delivery Information

Character Bikes believes that excellent products should always be complemented by quick, reliable delivery service. For big and bulky goods, shipping charges are calculated based on carton sizes and your location. You'll be able to view delivery costs by entering your postcode in the shopping options section of any product page, or viewing your cart summary during checkout. All orders are shipped to you from our Melbourne warehouse. To speed things up, we generally dispatch our goods within 24–48 hours of your order. Tracking details for all shipments is always provided.

Delivery Time Frames

Delivery time frames are not guaranteed and are rough estimations given to us by our allocated couriers. Delivery is only available from Monday to Friday, 9:00am - 5:00pm. Please do not allocate hours as the courier company cannot deliver within allocated time frames.

Our delivery times can vary based on your location. Please see below as a guide.

Destination State Estimated Delivery Time – Home Delivery
Queensland 4–8 business days
New South Wales Regional Areas 3–6 business days
Sydney 1–5 business days
Victoria Regional Areas 3–6 business days
Melbourne 1–5 business days
Australian Capital Territory 4–7 business days
South Australia 3–7 business days
Tasmania 5–10 business days
Northern Territory 7–14 business days
Western Australia 7–14 business days

 

Late Deliveries

We or our carriers will always try to arrive on time, but will not be held responsible for late arrival due to unforeseen circumstances.

Refund or Replacement

Refund or replacement may only take place once an item is declared 'lost in transit'. In accordance with our courier's guidelines, items will be only be declared as 'lost in transit' if the item cannot be located 25 working days after dispatch.

If products are damaged from transit, we apologize for this and will require you to contact our Support team on 03 9310 4429 or email through to sales@characterbikes.com.au with your order number, full name, address and photographs of the damage. Our Technical Support team will assess and assist with repairs/parts replacement, and if the damages are not easily fixable, a replacement will be considered.

Door to Door Delivery

Our delivery service may vary among carriers. Since most carriers deliver to the curb side immediately adjacent to their vehicle and regard inside delivery as an extra service cost, it may be necessary for you to assist or move merchandise into your home, this is especially relevant if you live in a block of flats as carriers will only deliver to the ground floor entrance to the block. Be sure to include one or two phone numbers in case the carrier needs to notify you to arrange delivery. All deliveries are made Monday – Friday between 9am & 5pm. Our carriers are unable to give specific times for delivery.

Front Entrance Delivery

Deliveries are strictly door–to–door services, the courier will deliver to your front door location or to an accessible ground–floor entrance. Couriers are not obligated to enter any premises or homes and will enter at their discretion.

Non Ground Floor Deliveries and Steps

Due to Australian Occupational Health and Safety regulations deliveries above or below ground floor are at the carrier's discretion and are not guaranteed. This includes (but not limited to) steps that are immediately outside the premises, which are required to climb in order to gain access to the property.

No–one Home

If when the carrier arrives with your goods after pre–arrangement without an Authority to Leave Unattended and there is no–one present to receive them, they will be returned to the carrier's depot, or to the supplier. In this case you will be liable for charges for re–delivery. If the order is subsequently cancelled, you will be liable for all carriage charges and a 15% restocking fee also.

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Large Items (Over 40kg)

Due to Australian Occupational Health and Safety regulations someone must assist the driver with unloading the item if it is too heavy to be moved by one person. If no one is available to assist, a tail gate truck will be required to unload the item. The tail gate service may incur an additional charge. Please contact us via email or phone if this is required.

Short Deliveries and Damage to Packaging

You are responsible for counting the amount of cartons you receive and ensuring that this amount matches the amount on the carrier's delivery note. If this amount does not exactly match what you have received, you must note the number of cartons on the carrier's delivery note.

Damage to packaging must be stated on the delivery note next to your signature. You must cross out "delivered in good condition" from the carrier's delivery note (if applicable). If the item has been damaged we will require you to email us at sales@characterbikes.com.au with a description of the damage and photos attached so we can organize a remedy for the damage. Short deliveries and damage to packaging must be reported to Character Bikes within 2 working days of signing. Neither Character Bikes nor the delivering carrier can be held responsible for short deliveries, damages to packaging and/or items if you do not note them on your delivery note. This does not affect your statutory rights in the event of the goods being faulty.

Availability

If, for any reason, we cannot immediately supply you with a product you have ordered, we will let you know over phone or email and provide you with options to amend, exchange, or cancel & refund.

 

Warranty, Returns and Refunds

Change of Mind Returns

Character Bikes is dedicated to bring you 100% customer satisfaction. We offer 7–day Change of Mind returns if you change your mind or are simply unsatisfied with our products. Character Bikes will offer you a refund less 15% restocking fee, using your original payment method provided that:

  • You notify us of your intentions to return within 7 days of purchase
  • You have clear proof of purchase
  • The product and packaging is in original condition, unopened and is in re–saleable condition.
  • You accept that a 15% restocking fee will be charged for the return, which will be deducted from the refund amount and;
  • Freight paid will not be refundable, and further freight will be withheld from the refundable amount if we organise the return with our couriers.

Warranty Conditions

  • All warranties provided are conditional upon family domestic use of the product
  • All warranties apply to the original purchaser from where the purchase was made from Character Bikes; they are strictly not transferable.
  • All warranties commence on the date of purchase
  • Our guarantee against rust on the frame causing damage will only cover natural rust build up in cases of manufacturer fault. Any external damages to the structure causing chipping of the galvanising paint or any non–manufacturer fault will not be covered by this specific warranty.
  • Failure to service the equipment in accordance with the user manual's specifications and recommendations will void your warranty. For example, any rust spots on steel frames need to be properly extracted via wire brushes and protected with galvanized paint to prevent further corrosion.
  • Any modifications made to the equipment will void the warranty.
  • Liability is limited to the faulty part, which will be repaired or replaced at our discretion.
  • The Warranty only applies to purchases made in Australia, and the item must be kept in Australia.
  • The Warranty will be void if the product's fault arises from abuse, incorrect installation, inappropriate usage, weather related damage or Acts of god.
  • Having the product assembled by a professional assembler will not extend the warranty term.
  • Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Character Bikes provide a 12 month warranty coverage on all new products sold.

Warranty Claims Process

To make a claim, you will need to email through to our Technical Support team with your order number, name, address and a brief description of the issues with supporting images. Our email system will automatically generate a reply with a ticket number under ID##### which you can use as a reference number.
Email: sales@characterbikes.com.au

 

If you do not receive any reply after emailing through, this may be blocked due to large attachments. Please keep attachments below 2mb.

 

About the BIG W Third Party Sellers

At BIG W, we are working with a community of carefully-selected Third Party sellers to offer you a wider range of fantastic products, all in one place.

Over time, we will be adding new third party sellers to bring you lots more great brands, and thousands more additional choices.

How does it work

  • When you purchase an item from one of our third party sellers, you’ll never leave the BIG W website - the same secure checkout process and a single payment is available.
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  • The third party seller will manage and support your order, including shipping and handling, exchanges and returns.
  • Tracking information, where available, can be accessed through your ‘My Account’ page at bigw.com.au