Frequently Asked Questions
General
- What is unidirectional carbon fibre and how does it look?
- Why is the seat post 27.2mm diameter on the Diablo?
- How are the brakes set up on my NeilPryde bike?
- Why is the fork steerer tube on my NeilPryde bike pre-cut?
- How do we measure the weight?
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?
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
- How do I make payments?
- When will I receive a receipt for my new bike?
- Do I have to pay any additional fees for my NeilPryde bike?
Delivery
- Where does NeilPryde deliver?
- 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?
Custom painted frames
General
What is unidirectional carbon fibre and how does it look?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.
Why is the seat post 27.2mm diameter on the Diablo?In order to make a balance between power and comfort a 27.2mm diameter seat post has been specified to provide comport to a very stiff and rigid rear end of the Diablo.
How are the brakes set up on my NeilPryde bike?NeilPryde bikes are assembled with the left brake lever operating the front brake and the right brake lever operating the rear brake, except for bikes bought in the United Kingdom and Australia where the brakes are set up in the opposite way with the left brake lever operating the rear brake and the right brake lever operating the front brake. If you are not accustomed to the specific arrangement then it is advisable that you practice in a safe environment until you become familiar with the new configuration. If you cannot get used to the new configuration, have an expert change the lever-to-brake arrangement.
Why is the fork steerer tube on my NeilPryde bike pre-cut? Our fork steerer tube is pre-cut to match the frame size you ordered. The steerer has been cut specifically to allow room for 20mm of spacers (1x10mm + 2x5mm), allowing you to adjust the stem location to your preferred height (depending on your choice of stem). Additionally, for safety reasons our fork steerer is cut at 72mm (+/-1mm) above the top of the head tube bearing cups and we strongly recommend that steerers are no longer than the length we pre-cut the steerer to. If you think that you need a longer fork steerer, then most likely you have chosen the incorrect frame size. In order to accommodate a higher and more relaxed riding position with our pre-cut fork steerer, we recommend that you install the stem orientated upside down, achieving a +6 degree angle rather than the standard -6 degrees angle.
How do we measure the weight?We understand how important weight can be in your buying decision, and we've taken the decision to list the weight of our frames and complete bikes as accurately as possible so you can make an informed decision. Many variables may affect the weight of an individual frame or complete bike, e.g. frame size, colour options (all white frames are heavier than any other colour option), component specs, etc. However, the weight of each individual bike or frame may be heavier or lighter than the stated weight, even among identical models, sizes and spec. This is due to the acceptable variation within manufacturing tolerance of the hundreds of parts that make up a bike. Our listed weights for our frames are based on the average weight of our large size, matt black colour frames with no additional parts, and for our complete bikes include the specified weights for each or the many supplier's components. NeilPryde's view on comparing weight - anyone can make a bike lighter. But the performance of a bike is a combination of its aerodynamics, comfort, stiffness and weight. Finding the optimum balance between these components is where our many years of developing and manufacturing high-performance products give our bikes the edge. But don't take our word for it... read the many independent reviews and visit one of our dealers to see for yourself. NeilPryde produces bikes that are responsibly light and have passed strict impact and fatigue testing so that you can enjoy your bike for many years to come. So also compare our warranty terms with our competitors when you compare the weights.
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.
Ordering
Can I test ride the bike before purchasing?You will be able to see and test ride the bikes at our
dealers or at our various
events.
How can I order a NeilPryde bike? You can order your NeilPryde at anytime you want from our website, using your credit card, PayPal, via bank transfer / TT payment or you buy from your dealer. 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. If you have ordered your NeilPryde bike from your dealer he will keep you informed about the progress.
Is there a NeilPryde dealer in my area or country?Please refer to the
store locator page to find out if there is a dealer selling NeilPryde bikes in your area or country. We are constantly looking for new dealers in key locations worldwide, please contact us for more information via the enquiry form.
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.
Can I select different component options for my bike?NeilPryde bikes are only available in the options shown on the website. However, we will be expanding our available options in the near future. Compact cranks will be available from May 2011 and our groupset and wheelset options will increase from June 2011.
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
How do I make payments? 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 additional fees for my NeilPryde bike? 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.
NeilPryde charges your credit card or PayPal account in the currency shown on the product pages and in the shopping cart during checkout. So if you are using a credit card denominated in that currency there should be no foreign currency charges levied or exchange rates charged. The price you see, is the price you pay. However, your card issuing bank may charge you a transaction fee for making an international purchase. This is very uncommon, but you can check with your card issuing bank before making a purchase if you think his might be the case.
Delivery
Where does NeilPryde deliver? 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 if you have registered your bike online within 14 days of purchase, 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.
Custom painted frames
If you have purchased a NeilPryde bike or frameset using the Internet colour customizer tool, please note that whilst the frames will be painted to match the colours you have chosen, the image displayed on your computer screen may not be a true representation of the actual colours you requested. Furthermore, each frame is hand painted with paint that is specifically mixed to match the colours that you have chosen and we cannot guarantee an exact match between the colours shown on your computer screen and the finished product. Please note that the
NQA return policy does not apply on custom painted frames. Graphics as shown on standard colour options inside fork and chain stay surfaces are not available on custom painted frames.