Frequently Asked Questions
General
- What is unidirectional carbon fibre and how does it look like?
Maintenance
- What do I do if I think my bike needs maintenance?
- Can NeilPryde provide maintenance to my bike?
- What should I do if the bike does not run smoothly when I first receive it?
- Will the fork steerer on my frameset be cut before shipping?
Ordering
- Can I test ride the bike before purchasing?
- How can I order a NeilPryde bike?
- What happens after I have placed an order?
- Is there a NeilPryde dealer in my area or country?
- How can I pay for my NeilPryde bike?
- Can I select different component options for my bike?
- How do I know if my order is available?
- Why do you need my email address?
Payments
- Are NeilPryde bikes available in all countries?
- How do I make payments from abroad?
- When will I receive a receipt for my new bike?
- Do I have to pay any VAT/Sales Tax for my bike?
Delivery
- Does NeilPryde deliver anywhere in the world?
- What is the cost of shipping my bike?
- What should I do if the box in which the bike is shipped in arrives visibly damaged?
- What should I do if the bike arrives damaged after I have opened the box and/or assembled the bike?
- How do I know if my bike has been shipped?
- When will my bike arrive?
Warranty Questions
- What is the warranty policy for my bike?
- What should I do if I think the frame and/or forks are defective?
- Will spray-painting my bike void my warranty?
- Who do I contact if the parts or components supplied with my bike are defective?
- Who do I contact if I have queries related warranty?
General
What is unidirectional carbon fibre and how does it look like?Unidirectional carbon fibre is one of the most common types of fibres used in the manufacturing of lightweight carbon fibre bike frames and forks. Once fully moulded the unidirectional fibre or "UD" as it is sometimes refer to resembles a marbling effect. This structurally sound appearance is a feature of "UD" carbon fibre and has been fully tested to EN 14781 and CPSC 16 CFR Part 1512 standards.
Maintenance
What do I do if I think my bike needs maintenance? Your bike is shipped with NeilPryde owner's manual and the owner's manuals of components that are installed on the bike, and we suggest that you refer to these if you think that your bike needs fine-tuning. If you are not confident about doing maintenance and fine-tuning of your bike, we recommend that you take the bike to your local bicycle dealer for inspection and maintenance. They may charge you for service provided.
Can NeilPryde provide maintenance to my bike? No. NeilPryde cannot provide any after sales maintenance and if you are not confident about doing your own maintenance, we recommend that you take the bike to a local bicycle dealer for advice. Any costs associated with adjusting the bike at time of delivery or maintenance after use will be borne by you.
What should I do if the bike does not run smoothly when I first receive it? NeilPryde has taken every possible step to ensure that your new bike is delivered to you ready to ride with minimum required assembly at home. However, during transportation and normal use, the performance of gears, brakes and other components may become less efficient and therefore require fine-tuning or maintenance. You should consult the NeilPryde owner's manual and the supplied manuals of the parts for reference. If you are not confident about doing maintenance and fine-tuning of your bike, we recommend that you take the bike to your local bicycle dealer for inspection and maintenance. They may charge you for service provided.
Will the fork steerer on my frameset be cut before shipping? In order to ensure safety, NeilPryde will cut the steerer tube on the fork using special carbon fibre cutting equipment. The steerer will be cut to a length allowing 20mm of spacers. You will be able to locate the spacers in various configurations in order to suit your riding style and to ensure a comfortable riding position.
Ordering
Can I test ride the bike before purchasing? NeilPryde bikes will be available at exclusive showrooms where you will be able to see and test ride the bikes. Unfortunately not every model will be available at the showroom. You will have to contact the nearest showroom to enquire about availability. Refer to our showroom page on the website for contact details for all our showrooms, which will be online by early September 2010.
How can I order a NeilPryde bike? You can order your NeilPryde at anytime you want from our website, using your Credit Card, PayPal or via a Bank Transfer / TT Payment. Additionally you can send a message via our contact form for enquiries or assistance with placing orders offline.
What happens after I have placed an order? If you have ordered your NeilPryde bike directly from our website or via email you will receive an order confirmation by email, stating the details of your order and delivery address and other important information.
Is there a NeilPryde dealer in my area or country? No. NeilPryde bikes are available exclusively through our website.
How can I pay for my NeilPryde bike? You can pay for your NeilPryde bike using your Credit Card, PayPal or by Bank Transfer / TT Payment. You will be able to select your preferred payment method during the checkout process on our website.
Can I select different component options for my bike? No, NeilPryde bikes are only available in the options shown on the website.
How do I know if my order is available? If your preferred choice is not available, you will not be able to place it into the shopping cart. Please send a message via our contact form and we will be able to advise the earliest possible availability of your preferred bike.
Why do you need my email address? Your email address will help us identify you and track your order. Additionally if you choose to receive news from NeilPryde we will be able to keep you up to date with new product information, promotions and other important news about NeilPryde. We have a strict Privacy Policy and will not pass your contact details to any third parties.
Payments
Are NeilPryde bikes available in all countries? No, our bikes are available in 32 countries as listed on the country selector on the website. If you reside in a location not listed, please choose others when selecting country or send a message via the contact form.
How do I make payments from abroad? NeilPryde bikes online ordering system accepts all major credit cards, PayPal and you can also choose to pay with Bank Transfer / TT Payment if you wish. You will be prompted at the checkout to select your preferred payment method.
When will I receive a receipt for my new bike? If you have purchased a bike using your credit card, you will receive an email confirmation and receipt immediately. If you have purchased a bike using bank transfer, we will send you an email confirmation and receipt once your transfer has been confirmed. This would normally take 3-4 working days.
Do I have to pay any VAT/Sales Tax for my bike? You will only be charged taxes and duty applicable to your delivery address. Your bike will be delivered to your doorstep with all taxes and duties already paid and you will not be asked to pay any additional funds in order to receive your bike.
Delivery
Does NeilPryde deliver anywhere in the world? No. If you reside within the 32 countries on our website's Ship To selector, we will be able to process your order using our online system. If you do not reside within the 32 countries, please select others and the price shown on the website will be set to USD prices for shipping to North America. If you have chosen others, you can still proceed to checkout, but at checkout you will be asked to send the order enquiry to our sales representative for accurate quotation on shipping, duty, taxes and other costs.
What is the cost of shipping my bike? In order to give the give value for money and to ensure the best protection to your new bike, NeilPryde works exclusively with DHL Express. The cost of shipping is included in the overall cost of the bike and will be automatically adjusted based on the delivery address.
What should I do if the box in which the bike is shipped in arrives visibly damaged? If the box the bike arrives in looks visibly damaged at time of delivery and you are concerned that the bike itself may be damaged, please inform the express courier delivery staff at time of delivery and they will take the bike away. We will then arrange to have a new one sent to you immediately.
What should I do if the bike arrives damaged after I have opened the box and/or assembled the bike? You should contact us immediately by sending a message via our contact form quoting your receipt number and the frame or fork's serial number. If it is with in the 7-DAY No Questions Asked return policy, we will arrange for an express courier to pick up the bike for return to our workshop. Please refer to our NQA policy for further details.
How do I know if my bike has been shipped? You will receive a number of emails from us, in order to keep you up to date with the progress of your order. At time of shipping, you will receive a shipping confirmation from us with a express courier tracking number, which will allow you to precisely pinpoint where your bike is.
When will my bike arrive?At time of shipping, you will receive a shipping confirmation from us with a express courier tracking number, which will allow you to precisely pinpoint where your bike is.
Warranty Questions
What is the warranty policy for my bike? NeilPryde warrants that your bike frame and forks will be free from defects in materials and workmanship for a period of ten (10) years, and paint finish and decals for a period of two (2) years from the date of purchase by the original retail customer. For proof of purchase, please make sure that you keep you receipt in a safe place.
What should I do if I think the frame and/or forks are defective? If you suspect that the frame and/or forks of your bike are defective, you should send a message via our contact form. Provided that your bike is with in our warranty period and the defective part is due to defects in material and workmanship, we will warranty your frame and/or forks.
For full details please see
Warranty.
Will spray-painting my bike void my warranty? Yes, the warranty policy only applies to the frame and forks in its original form when you purchased it.
Who do I contact if the parts or components supplied with my bike are defective? NeilPryde bikes are thoroughly inspected before they are shipped, however if any parts or components not bearing the NeilPryde trademark are defective, you should contact the local distributor of the part for assistance. NeilPryde does not warranty parts and components not bearing the NeilPryde trademark.
Who do I contact if I have queries related warranty? If you have any queries related to warranty, please send a message via our contact form.