Frequently Asked Questions
Questions from the community answered. (Ask your own »)
I wear a size L in a US sized T-Shirt, what size should I buy?
All the gear here at Online Cycling Gear is aimed to match typical western race-fit sizing.
Cycling apparel does typically fit a size smaller than casual wear, so for a snug race fit, it would be best to order a size up from your typical T-Shirt size.
To help with this, every listing has a sizing chart to guide you on the best size (look for the SIZING CHART link on each product listing under the size selection).
Generally, the larger you are, the bigger step up in size you will want to make and if you find yourself in between sizes, it is advised to always choose the larger of the two.
If manually measuring and your stomach is bigger than your chest, use your stomach measurement instead.
Can I return an item if I choose the wrong size?
Yes absolutely! We offer a no questions asked returns and even a free exchange policy on your first order (we get it, sizing on the internet is hard).
For the full returns process, check our dedicated returns center that lets us track the process the whole way.
What types of fabrics do you use for jerseys? Is it just the budget Chinese fabric?
No! Unlike most other's who try to sell in our price range, we use an upgraded long-weave polyester that has a softer feel, while maintaining it's moisture wicking properties.
All summer and autumn gear also feature a light weight 120 GSM mesh on the side panels to help with cooling.
Here is a closeup of the fabric we use.
Do you have different materials for your winter jerseys?
Yes. All of our winter jersey range come in a thicker polyester with the option to be lined with thermal fleece for ultimate warmth in those cold months.
What types of chamois do you use in your cycling bibs?
All cycling bibs and knicks at Online Cycling Gear use a breathable 3D silicone gel pad suitable for all but the most professional of cyclists.
Here is a photo of a real pad we use:
Do you use grippers on your cycling bibs and knicks?
We use two types of silicone grippers on the base of the legs of our bibs and knicks.
By default, the bibs use our standard thinning grippers, while anything with the "Pro-Band" label use a new thicker gripper as shown in the image below:
How are shipping costs calculated?
On 99% of orders the shipping cost to you is simple. Free. We do offer an express shipping option at an additional cost as well.
On the rare occasion you do not live in a free shipping zone, we will contact you directly before processing the order.
Do you ship worldwide?
Yes. We provide free shipping to over 220 countries around the world.
There may be some rare locations we are unable to ship to. If you happen to be located in one of those countries we will contact you and work out the best arrangement for you to receive your item.
How long does shipping take?
Free shipping usually takes between between 7 and 19 business days from the time of placing the order. Please allow 14 days before contacting us.
Below is a table providing estimated shipping times to the most common shipping locations:
Location Estimated Shipping Time* Australia, New Zealand (Free Shipping) 7-19 Business days Australia, New Zealand (Express Shipping) 3-5 Business days The United States 7-15 Business days The United States (Express Shipping) 2-4 Business days Canada 7-19 Business days United Kingdom 7-19 Business days Rest of Europe 10-30 Business days Mexico, Central America, South America 15-25 Business days
*We aim to process in-stock orders within 48 hours (barring holidays and Sunday's) at which point shipping time estimates begin.
* FREE gift promotions may fall outside of these delivery times and will usually ship separately to the main order.
* Major international holidays may add 3-5 days to these delivery times.
Tracking details are provided on all orders once available for you to follow the progress of your order.
For promotional “FREE” items it may take 3-5 weeks to arrive since our items are coming from overseas and from different warehouses. This will be advised in the free item listing.
How do you ship packages?
Packages are sent directly from our manufacturer in Asia and is delivered by your local postal service.
Full tracking is provided on all deliveries, with items also able to be tracked via your local postal service once an item clears local customs.
What about customs?
We are not responsible for any customs fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get customs fees when they arrive at your country.
Do you provide tracking information?
Yes, you will receive an email once your order ships that contain your tracking information. If you haven’t received tracking info within 5 days, please contact us.
My tracking says “no information available at the moment”
For some shipping companies, it takes 2-5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.
Will my items be sent in one package?
For logistical reasons, items in the same purchase may sometimes be sent in separate packages depending on availability of the item at time of order. This will not add any cost to your order but may result in packages arriving separately. If you have any other questions, please contact us and we will do our best to help you out.
What is Buyer Protection?
Buyer Protection is a set of guarantees that enables buyers to shop with confidence on our website.
You are protected for a full refund or exchange when:
- The item you ordered did not arrive within the time promised by the seller.
- The item you received was not as described, or was listed as being a genuine branded item but was fake.
Can I cancel my order?
All orders can be cancelled up until the point they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
Can I request a refund?
If you did not receive the product within the guaranteed time (45 days not including 2-5 day processing) you can request a refund or a reshipment.
If you received the wrong item you can request a refund or a reshipment.
If you do not want the product you’ve received due to incorrect sizing or other reasons, you are eligible for a full refund but you must return the unused item to our offices within 60 days of your order being delivered.
Instances where refunds may not be automatically issued are:
- Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address)
- Your order did not arrive due to exceptional circumstances outside the control of Online Cycling Gear (i.e. not cleared by customs, delayed by a natural disaster).
- Other exceptional circumstances outside the control of onlinecyclinggear.com
*You can submit refund requests within 14 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message on Contact Us page or to firstname.lastname@example.org
Once your refund is approved, a credit will automatically be applied to your credit card or original method of payment, within 2 working days.
More information on the returns process can be found in our dedicated returns center at https://returns.onlinecyclinggear.com
Can I request an exchange?
If for any reason you would like to exchange your product, perhaps for a different size, color or style, you can follow the simple process via our Returns Center.
If this is your first order with us, we will also cover the return postage cost giving you a free exchange
More information on the exchange process can be found in our dedicated returns center at https://returns.onlinecyclinggear.com
Can I return an item that doesn't fit?
Yes, though we encourage you do check the sizing charts of each item before ordering, and always choosing the larger of two sizes if you are unsure.
Should you need to return or exchange and item, this can be done up to 60 days after receiving your order via our Returns Center.
My item arrived damaged, how do I return it?
If an item arrive to you damaged you do not need to return the item to us. Instead, please contact us at email@example.com with a photo of the damage and we will replace it for you free of charge.
How do I get a refund or exchange quickly?
If you have been approved to return the item and request a refund, the quickest way for the refund to be issued is if you include a tracking number with the returned item.
More details on the exact process can be found in the Returns Center.
I want to buy a cycling kit with different top and bottom sizes, is that possible?
Absolutely. To order a kit with customised top and bottom sizing, order the larger of the two sizes for the kit, and add a note at checkout for the different size you need at checkout.
We will arrange for the different sizes from our manufacturer when we process the order for you.
How are exchange rates calculated in the store?
The store takes it exchange rate data from xe.com, the leader in foreign exchange data. These rates are updated twice a day.
We do this twice a day only as the ability to switch currencies in the store is to give you an idea of the price in your currency for display purposes only.
All payments are still done in AUD through checkout. This will mean at payment, the exchange rate is done by the payment provider you choose.
If paid via PayPal, it will be PayPal that determines the exchange rate for the payment, or if done via credit card, it will be your local bank exchange rates they use for international transactions.