FAQ

Where are we Located ?/ Contacting us/ Hours we are open

  1. Where are you located?

Adventure Motorcycle Equipment’s address is 19 Kallaroo Road, Pialligo ACT 2609. We are right near the airport at the very end of Pialligo with a lot of signage on the road and on the warehouse itself. There are only two roads in Pialligo. We are located at the end of the second road on the left-hand side.

  1. What is your telephone number?

Adventure Motorcycle Equipment’s telephone number is 1300 883 908 If the phone is not answered please leave a message with your name and number so that Adventure Motorcycle Equipment can call you back. Calls that do not leave a message means we, unfortunately, cannot call you back. Keep in mind our opening hours of 10 am - 1 pm weekdays and that the phone may not be attended to outside of those hours.

  1. I sent you an email but received no response?

Please make sure you addressed it to the correct email address, info@adventuremotorcycle.com.au. Alternatively, fill out the contact form online. Adventure Motorcycle Equipment is open from 10 am - 1 pm weekdays (excluding public holidays). All emails received outside of these hours will be attended to on the following business day.

  1. Are you open on weekends?

Adventure Motorcycle Equipment’s warehouse is open from 10 am - 1 pm weekdays excluding public holidays. We are not at the warehouse on weekends.

However, the most important thing is Adventure Motorcycle Equipment’s website is open 24/7 so you can always place an order at anytime online.

Placing an order/ Warehouse pickup/ Payment options/ Same day dispatch/ Postage/ Retail shops

  1. Can I pick up my items from the warehouse?

Yes, you can. Adventure Motorcycle Equipment’s address is 19 Kallaroo Road Pialligo ACT 2609. Depending on the time you place your order you will receive an email during our business hours letting you know if the item/s are in stock and ready to pick up or if we need to order it in.

  1. Can I pick up my order after hours?

Our warehouse is open from 10 am - 1 pm weekdays (excluding public holidays). All orders need to be picked up during this time by yourself or advise us if someone else is picking up on your behalf with your authority.

  1. Can I pick up my order from another place for free besides the Pialligo warehouse?

Unfortunately not, if you cannot make it out to Adventure Motorcycle Equipment during our hours we advise you to get the items shipped to you or arrange for someone else to pick up on your behalf.

  1. How do I know if an item is in stock before I order it?

Unfortunately, our system does not update regularly for out of stock items as items may be only just out of stock and/or only a few days away. If an item is out of stock for a long time then you will not be able to be purchased on the website. You can send us an email with the link to the product and we will reply during our business hours (about its status as to supply.)

  1. I am a retail motorbike shop, can I place an order?

Yes, but we do not offer dealer prices. You can purchase the same way a normal customer does by purchasing online (make sure you put your company name in there or open an account)

  1. Can I do an order over the phone?

Yes you can, however, we encourage you to purchase online first, in case we are unable to answer the call due to customers in the warehouse or it is outside of our opening hours of 10 am - 1 pm weekdays(closed public holidays). For these orders we need your credit card details over the phone, all shipping rates will be the same as the quoted amount given below your cart.

  1. What does it mean when a product is on backorder?

As we only have a small warehouse and nearly 2000 products online, we are unable to keep stock of everything. However, if you place a backorder we will be in touch when we are in the office to let you know when to expect the delivery, you will usually only have to wait a couple of days.

  1. How can I qualify for same day dispatch?

Same day dispatch is for all orders placed before 1 pm (Canberra time, weekdays, excluding public holidays). This is the time we close the Adventure Motorcycle Equipment shop and the parcels are picked up by Australia Post. As long as we get your order and the products are in stock the order will go out ASAP.

  1. How do I see postage costs before purchasing?

We send all items based on weight. You can find this cost by adding all the items you want to order in your cart and filling out the quote options below your cart with your postcode and state. This provides you with the option for shipping. We have a base rate for all small items. If you are making a small purchase we advise you to add more items to your order to get better value for shipping.

  1. Do you offer discounts on multiple items?

No, Adventure Motorcycle Equipment does not offer discounts on multiple items purchased at one time.

  1. I am after a product not listed on your website?

We can order in items for bikes as long as it is a brand we already stock for other bikes. These products, however, require an upfront payment with no cancellations.

  1. What postage carrier do you use?

Adventure Motorcycle Equipment sends all orders via Australia Post and require a signature on delivery.

  1. What are your payment options?

You can pay on the website via credit card (VISA, Mastercard, AMEX), direct deposit (bank transfer), Afterpay or PayPal. These are all secure options.

  1. Are there products you don’t keep in stock regularly?

Yes, Adventure Motorcycle Equipment tries to keep as many products as possible in the warehouse, but we are limited for space. These are listed at the bottom of the particular products on the website, if you are unsure about an item please scroll to the bottom of the page and it will advise if we keep the item in stock, these items include; Safari tanks, Acerbis Tanks, Sargent Seats, Special tint screens, Clothing/Gloves and GPS’s

  1. I don’t have an email address, how do I purchase?

Unfortunately, Adventure Motorcycle Equipment cannot process orders without an email address. This includes online and phone orders. Our system will not let us go to the next step without an email. If you do not have one we advise you to use a family member, as this is how we contact you to send you your tracking number and contact you if we have a problem with the dispatch of your order.

  1. I need an item in a hurry, how do I do a rush order?

We recommend that you do not leave ordering your products to the last minute. You should allow, if possible, at least 2 weeks minimum for the supply of products just in case they need to be ordered in. We can do an express post which will need to be arranged via email, however, we cannot guarantee that your items will be delivered in time.

  1. Can I pay for my products in the warehouse?

Yes, you can pay for products in the Adventure Motorcycle Equipment warehouse. We need a credit card to process the payment as we need to enter it manually (same as if you purchase online we advise you to purchase and select warehouse pickup). We also can do cash payments.

  1. Why do I have to enter a phone number when making my order?

Adventure Motorcycle Equipment asks you to provide us with a mobile number as you will receive a text message from Australia Post when your delivery is on its way and needs a signature.

  1. My credit card is not working when trying to pay for my order?

If your card is not working please make sure it has sufficient funds and that the numbers are correct. If it still does not work then you will need to contact your bank, we cannot put a card through over the phone that has not worked for you online. Alternatively you can also try PayPal, direct deposit or Afterpay.

  1. How long will my order take to be delivered?

We send all orders via Australia Post.

Below is an estimated parcel delivery times. Please keep in mind that large items will more than likely add to this time. You will be able to keep track of your order with the tracking number provided when your order is shipped from our warehouse.

Estimated Delivery time;

ACT: Next business day.

NSW (central) : 1-4 business days.

NSW (regional) :1-7 business days.

QLD (Brisbane area): 2-6 business days.

QLD (North): 3-9 business days.

NT: 4-10 business days.

WA (south): 5-10 business days.

WA (north): 5-15 business days.

SA: 3-8 business days.

VIC: 2-6 business days.

TAS: 3-8 business days.

Already made an order/ Cancellations/ Change of mind/ Damaged items/ Warehouse products/ Clothes, Gloves, Boots/ Tracking your order/ Accounts/ Forgot password

  1. How long do I have to return an item if I don’t like it?

You have 30 days from when you received the item/s to return it to us, please send us an email to advise that you are returning the item/s. You will be responsible for all postage costs involved in returning the goods to Adventure Motorcycle Equipment in Canberra.

  1. How do I track my order?

Once your order is dispatched from Adventure Motorcycle Equipment’s warehouse in Pialligo ACT, you will receive an email from the warehouse manager with the tracking number for the order.

  1. My tracking number is not working?

If the tracking is not working please keep in mind that it will not become active until it has been received by Australia Post. Check back later that night or the following day for an update. If it is still not working then respond to the initial tracking email we sent you and advise us of the problem you are having with tracking.

  1. Can I look at the products in the warehouse?

Only certain products, because we are primarily an online store we sell items straight from the warehouse. We cannot go opening items that are pre-wrapped. If you want to see what it looks like you can look on the website via the images provided. If you do want to come and look at something please come in with an idea of what you are after.

  1. I want to come into the warehouse to set up my bike and need a large block of time, can I organise this?

Although we do not book people in for times, if you send us an email (info@adventuremotorcycle.com.au or the warehouse manager cara@adventuremotorcycle.com.au) with your bike and the products you are interested in and let us know of the time you plan to pop by, we can make someone available to help you, again please note that we cannot open a lot of products. We would be unable to offer a time slot on a Monday as this is our busiest day catching up on the weekends orders.

  1. How can I check the status of my order?

If you placed your order with Adventure Motorcycle Equipment after 1 pm (Canberra time) you will receive an email the following business day when we re-open. This will advise you if we need to order in particular products, so please keep an eye on your inbox. We try to get these emails out by 12 pm. If you do not receive this email it means your product is in stock and is being packed up for dispatch. You will receive a tracking email from the warehouse manager. If you still do not receive anything make sure you entered the correct email and get in touch with us.

  1. I forgot my password how do I reset it?  

Under the account sign in section, there is a link for "Forgot your password", just click the link, enter your email address and a new password will be sent to your email address.

  1. Why should I make an account?

Making an account makes for an easy transaction the next time you order. It also allows us (for phone orders) to get through the system faster. You can also save your cart and wishlist and come back to purchase with Adventure Motorcycle Equipment at a later date.

  1. How do I get a credit for returned goods?

Adventure Motorcycle Equipment staff make the final decision about accepting goods for return and credit. Various factors are taken into account.

  1. Returned within 30 Days

  2. Undamaged

  3. Packaging, if any, in good order

If all is well, we will credit/refund the cost of goods. This does not include the initial cost of freight for the dispatch of the goods.

  1. I want to return an item but I damaged it?

If this is the case, please email us with images of the damaged item. If it is outside of the 30 days, unfortunately, there is nothing we can do.

If you are within the 30 days we will assess whether we will accept the damaged item in the condition and provide you with a credit amount to be used within 30 days. You will not receive a full refund. The amount of credit will depend on how much damage there is to the goods. You will also need to pay for return postage to the Adventure Motorcycle Equipment warehouse in the ACT. We would advise you to resell the product yourself. If you are unsure you like the product as soon as you receive it, keep this in mind before you install it on the bike and take extra care.

  1. There is a part missing from my order?

If you are missing parts from a product please email back to the warehouse manager either the tracking email or a new email (cara@adventuremotorcycle.com.au) and provide us with the details. If there is a particular part missing from a product (bolt/screw/etc) please email us and provide the full details and photos where possible. We will then arrange with the supplier of the product to get the part to you.

  1. How do I know if the boots/gloves/jackets/pants are going to be the right size?

On these listings on the Adventure Motorcycle Equipment website, there is a size chart with measurements. We do not keep stock of clothes or gloves so we have none here to try on, if you order and the product is the wrong size please refer to our returns policy.

  1. I changed my mind/bought another product how do I return it?

If you changed your mind, you will need to return the product to us within 30 days of receiving the item. If it is outside of the 30 days, unfortunately, there is nothing we can do.

Please email us to advise that you wish to return it, you need to pay for the return postage and make sure no parts are missing and that the item is not damaged in any way. If it is damaged this will result in a partial refund to be decided by the Adventure Motorcycle Equipment staff. Once we receive the item it will be looked at and if all is fine we will process your refund and notify you via email, please allow 3-4 business days for the refund to appear in your account.

  1. What items can I look at in the warehouse?

We have minimal items we can pull out of the packaging to show customers. We advise you to look at the product images online. We have certain “show” stock of soft saddlebags as display items in the Adventure Motorcycle Equipment warehouse.

  1. Do you have items on display?

We have a display of GIVI phone cases for customers to try their phones in but nothing else as we are primarily an online store.

  1. How do I cancel an order?

If you want to cancel an order you placed with Adventure Motorcycle Equipment before it is dispatched you need to provide this in writing (email or contact form) at the earliest time possible. If the order has already left the warehouse before you advised us then you will need to pay for the return postage to our warehouse in Canberra, or keep the order. If you ring to cancel an order you will be asked to send this in writing.

  1. I already made an order but want to add something to it, how can I do this?

If it is a small item you can purchase on the website and select “warehouse pickup” we can then add this item to your order, keeping in mind our dispatch time of 1 pm (Canberra time, weekdays, excluding public holidays). If it is a large item please send us an email and we will take it from there info@adventuremotorcycle.com.au

  1. Can I try on boots/clothes/gloves in the warehouse?

Adventure Motorcycle Equipment does not keep any clothes or gloves in stock as per the listings on the website. We do keep the Forma Adventure Boots in stock in various sizes and colours.

  1. I cannot make it out during your opening hours, how can I look at products?

Simply search via the website and use the images provided to find the right product for you.

  1. Do you sell helmets?

Adventure Motorcycle Equipment does not sell helmets and we do not plan to sell helmets in the future.

International orders

  1. I am not located in Australia but want to make an order, how do I do this?

As an overseas purchaser with Adventure Motorcycle Equipment, we do not know the shipping costs until we have processed your order. When purchasing online remember your order cannot include shipping. As we process your order we will advise you how much shipping will be via email. We send all overseas items via express post only. We will then send you an invoice via Paypal for the shipping, once this is paid your order will be dispatched.

  1. What countries do you ship to?

All! Adventure Motorcycle Equipment has not come across a country we have not been able to ship to.

Other matters we could not fit above  / eBay orders/ Bike parts

  1. Do you offer fitment services?

Adventure Motorcycle Equipment does not offer fitment services for tyres or any other products on our website.

  1. Do you organise rides?

Adventure Motorcycle Equipment does not organise rides, we advise you to check Facebook or Google for local riding groups in your area.

  1. What bikes do you cater for?

Our website is categorized into the bikes and the particular products we can do for that bike we do not offer specific bike parts for any other bike.

  1. I just bought my bike, what do I need for it?

This can be very specific based on the bike, rider and planned use of the bike. We have a blog full of our most popular bike models and makes and the things we recommend for each bike, if we don't have your bike or have any questions, please email us at info@adventuremotorcycle.com.au. This way we can send you the appropriate links to get your bike ready for the world of adventure riding.

  1. I purchased on your eBay store and changed my mind on the product?

You will need to advise us via your tracking email and let us know you want to return it, for eBay orders these need to be within 30 days of receiving the item.

If you have any other questions please feel free to give us a call on 1300 883 908, send us an email at info@adventuremotorcycle.com.au or fill out the contact us form.