We’ve prepared answers to the most frequently asked questions from our customers.
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For orders placed from within the EU, prices include VAT (Value Added Tax)* charged at the rate appropriate to the destination country of the order.

VAT does not apply to orders that are to be shipped outside the EU or to tax-free areas such as the Channel Islands. These areas will be priced and billed with VAT deducted.

Please note that local tax and customs duty may apply. For full details please consult your local customs office. If you select a currency or a delivery country outside the EU, prices will be displayed VAT-free.

The prices of all items shipped to Australia, including those over AUD1,000, include Australian GST and, if applicable, Australian import duties.

Whilst we do our best to ensure prices are up to date and correct, errors may occur and in this case we’ll contact you before your order is shipped.

At our  website, we take your personal data seriously.

All personal information you provide—such as your name, email address—is handled securely and in full compliance with data protection laws (such as GDPR, if applicable). We use this data solely for the purposes of processing your orders, providing customer support, and improving your shopping experience.

 All sensitive data is encrypted and stored securely.

  1. Go to the login page of our website.

  2. Click on the “Lost your password?” or “Forgot password?” link.

  3. Enter the email address associated with your account.

  4. Check your email inbox for a password reset link (make sure to also check your spam/junk folder).

  5. Click the link and follow the instructions to set a new password.

  6. Once reset, return to the login page and sign in with your new password.

It very much depends on what you have purchased and where you are in the world. Watch this for more information.

All our bikes are given a Pre Dispatch Inspection – our qualified mechanics build and check the bike over before getting it ready for dispatch.

The majority of bikes being delivered to the UK and Europe will arrive in a roll out box. This means it is all set up to go and the only work needed by you will be to adjust the bars, fit the pedals, which will be in the box and adjust the saddle.

Outside of Europe your bike will arrive as supplied by the manufacturer, be assured it will have been inspected before delivery.

Again it is fairly simple to set up: usually it is just a matter of fitting and adjusting the bars, attaching the front wheel, fitting the pedals and fitting and adjusting the seatpost Instructions from the manufacturer will be included in the box!

The Goodie Bag we put in with your bike will have some start up tools (to do the adjustments above), pedals and sometimes a few extras bits and bobs!

We accept credit cards, PayPal, and popular local payment methods shown on your checkout page —so you can always choose what’s safest and most convenient for you.

We accept most major credit and debit cards for online orders and you’ll be asked to enter your card details and the name and address of the card holder when you place your order. We’ll then check your details and we may hold an order until we receive the correct details. Don’t worry, we’ll contact you if there’s a problem with your card or address.

You can pay with the following credit and debit cards:

  •  Visa (Visa Electron & Visa Debit)
  •  MasterCard
  •  Maestro
  •  American Express
  • and more ..

Payment over the Internet can be made via our secure check out pages using Visa, Visa Electron, MasterCard, Switch/Maestro, or Solo cards. You can also pay using PayPal. Card charges will appear on your statement as “Caccobikes”.

PayPal is a simple, quick and secure way of paying online, all you need is a PayPal account. For more details go to the PayPal website (please note that orders paid for using PayPal will be charged in full, which includes the cost of any out of stock items).

To pay by PayPal simply follow the steps below:

  • Create your order as normal
  • At the payment stage select ‘Pay with PayPal’
  • You will be redirected to your PayPal account to authorise payment.
  • You will then return to Caccobikes to confirm all your details and complete your order. Please ensure that the right shipping address is on your order before clicking ‘Confirm’.
  • Once completed, you will receive an order confirmation from us to your filled email address in the check-out page.

The currencies available to you will depend on the country setting chosen in your My Setting selection. Choose your location and select your currency from the available options in the currency drop down at the right of the website:

We transact in the following currencies (13 Currencies) :

USD GBP IDR CNY
CAD JPY MYR BRL
EUR TWD NZD KRW
SGD      

There are other viewable currencies on our site to help give you guidance on the cost of the product in your local currency but we will only transact in the currencies above. Your bank may charge an international transaction fee if you pay in a currency different to your banks primary currency.

The VAT Tax is included in the shipping fee for the EU countries:

Germany Austria Ireland   Greece  
France Czech Republic Sweden Lithuania
Spain Slovakia Denmark Latvia
Belgium Hungary Finland Portugal
Luxembourg Poland Bulgaria Romania
Netherlands Italy Estonia Slovenia
Croatia      

Note: Packages may however be assessed for import or customs fees, depending on the laws of your particular country.

Customs Duties, Taxes & Handling Fees

We ship from multiple locations — Singapore, Shenzhen (China), and Hong Kong.

Within Singapore & China

Orders delivered within Singapore and China are not subject to import duties or customs taxes. Local VAT (e.g. Singapore GST) is already included in the price.

International Orders & Customs

For orders delivered outside of Singapore and China:

  • We have prepaid customs duties as part of our shipping solution, so you should not be required to pay any additional import fees upon delivery.

  • Packages may however be assessed for import or customs fees, depending on the laws of your particular country.

  • Extra Customs duties, taxes, and handling fees may apply, depending on your country’s import regulations.

  • Some couriers may also apply a handling fee, which we cannot predict or control.

  • These charges are the responsibility of the buyer and are not included in our product prices unless otherwise specified.

Multiple Shipments

Your order may be fulfilled from multiple warehouses, meaning it could arrive in separate packages and may incur multiple customs or handling fees.

Our Commitment

We aim to offer competitive pricing, low-cost or free shipping, and full transparency about potential customs-related charges. This helps you make informed choices before placing an order.

For the most accurate and up-to-date information, we recommend contacting your local customs office before placing an international order. Unfortunately, we are unable to reimburse customs duties or related charges once they are applied.

We accept PayPal payments in  US Dollars . If you purchase through PayPal they’ll apply their own exchange rates and you may see a slight difference in the amount you pay. PayPal exchange rates are fully explained in their terms and conditions.

Unfortunately not but if you need a quote for business purposes we can do that for you. Contact our Customer Support Team and they will put together a quote for products.

Lucky for you we have a cooling off period! In the first 5 minutes after you place your order you can cancel your order.

As long as you have signed into your account you can visit your account and visit your ‘Order History’.

Go into the ‘View Order Details’ area and if you are still within 5 minutes there will be an option to cancel.

If you have checked out as a guest or it is past the 5 minutes cooling off period, there will not be an option to cancel, sorry. The only option available now is to return the products once they arrive with you.

Our returns process is very simple and fast so please check out how to do a return here.

Please contact us as soon as possible via the the Contact form on our website before your order is handed over to the courier (usually within 1 business day).

Make sure to include your order number and provide the corrected shipping address as required by the Contact Form. We will respond promptly and assist you with the update.

Sorry that there has been a delay in getting your order out the door.

Sometimes we get really busy and things can get a little delayed.

We work really hard to get out all our orders dispatched to you as soon as possible because we know your waiting.

If there is a delay because of an issue with the order we will be in touch with you to sort the problem out.

If there is a delay because we are busy please be patient with us as we will be pushing the limits to ensure it is a very small delay. We know getting your product quickly is important to you.

We’re sorry that your order has not arrived yet, sometimes mistakes happen or our courier partners can be slower than expected in delivering your order. Here are a few things you can do to try and resolve the problem:

  • We dispatch your goods from multiple warehouses ( HK / SINGAPORE / SHENZHEN）so it may just be that your order has been split into two or three packages and may not arrive together in one delivery. The additional packages could be close behind!
  • If your delivery was being made using a tracked service, your dispatch email will give you the details of postage type and you can check via the courier as to where the parcel is. You can track and trace using your tracking number in the CRC dispatch email directly from the courier’s website.  
  • We also recommend that you contact the courier’s local depot to see whether they’ve already tried to deliver it, or consider checking with your neighbors to see if your parcel has been left with them.
  • More information about your countries’ shipping period, Kindly click our shipping info page for more details.

Sorry that your order has not turned up in perfect condition.

Get in touch with our Customer Support Team by the contact form and we’ll get you the fastest resolution as a priority.

We’re sorry that your order contents have not turned up as expected.

If something is missing from your order it may be because we had to split the delivery of what you ordered and the next post will deliver the remaining parts.

If we’ve sent you an item which is different to what is listed on your invoice, please get in touch with our Customer Support Team by the Contact form @ Page bottom Part and we will help to resolve it as quickly as possible.

We’re sorry that your order hasn’t arrived as expected.

We do everything in our power to ensure that your goods arrive in perfect condition but if there’s a problem with faulty or damaged goods we will help resolve it as quickly as possible.

please get in touch with our Customer Support Team by the Contact form @ Page bottom Part and we will help to resolve it as quickly as possible.

All our delivery options and costs are available on Check-out page for final cost.

Just ensure that your country settings in the top right are set to the shipping country and tall the information will be presented specific to the order destination.

Sorry no.
You can choose the level of postage you want, for example standard or priority but we choose the courier based on the best method for the size and destination of your order.

If you have chosen a tracked service or your dispatch email tells you it is on a tracked service of course you can! Just be aware that sometimes it can take up to 48hrs for your orders tracking to start on the couriers website.

Don’t worry this is normal and if you check back later it will be there!

If you hold an account with us just sign into ‘YOUR ACCOUNT’ and view your order history.Once you click into your order detail you will be able to see all the information about your order including tracking information.

If you checked out as a guest you can still track your order. Just click on ‘YOUR ACCOUNT’ at the top of any page and then click on ‘>TRACK YOUR ORDER’ under ‘No account’.

You will need the Order Number and email address you used during checkout to check your order status.All the links for tracking your order are available here.

Alternatively, link into your tracking directly from your dispatch email.

Most of customer will receive text messages to give you a heads-up of when your Parcel Force-delivered order will be on your doorstep.

To receive this service just make sure that your ‘Contact Number’ in your account ‘Personal Info’ is your current mobile number.

When you choose a tracked service you will receive a text telling you your tracking number and when the order will be delivered from Parcel Force.

Don’t forget to make sure your ‘Contact Number’ is your mobile number and please keep it up to date in order to receive this service from Parcel Force.

-PROCESSING TIME

Please allow roughly 1 to 3 business days for order fulfillment. 

During peak season, we may require extra time to fulfill your order due to the heavy volume of orders.

-INTERNATIONAL SHIPPING 

Currently, we provide ship to the countries （Click your country for estimated shipping time & Tax information）

1:NORTH AMERICA –  United States(US),  Canada ，Mexico  : 3- 10 working days (No tax).

2: EUROPE  –  Austria,  Belgium, Cyprus, Czech Republic, Denmark, Germany, France, Switzerland, Italy, Poland ,Finland ,  Sweden ,  Ireland ，Norway, Netherlands,  United Kingdom(UK), Slovenia ,  Spain , Hungary, Lithuania , Romania, Latvia  and more EU countries: 7-15 working days  ( VAT tax included).

3: OCEANIA –  Australia, New Zealand:  5 – 15 working days (No tax).

4: ASIA –   Brunei,  Belarus,  Japan, Singapore, Taiwan, Indonesia, Russia,  Hong Kong,  South Korea,  Israel ,  Philippines , UAE, Thailand, Malaysia, Vietnam ，Saudi Arabia and more ASIA countries:  3-10 working days.

5: SOUTH AMERICA –  Brazil, Colombia : 5-13 working days.

6: AFRICA – South Africa : 12-20 working days.

All shipments are mostly via DHL, FEDEX, UPS, and EMS International.  

A trackable shipping confirmation will be emailed to your email address after your order is fulfilled， Besides, You always can track your order delivery status via my account page.

All orders are shipped from our SINGAPORE / CHINA SHENZHEN / HONGKONG warehouse. unless otherwise stated. 

We make it simple for you – if you are not completely satisfied with your purchase, simply return the item(s) to us in their original condition within 365 days of receipt.

Please note we do not offer exchanges, all returns will be refunded back to the original payment method. Please see exclusions in the terms and conditions above.

Just follow the instructions and guidelines above to choose the most suitable return method for you.

Once we have processed your return we will send you an email to confirm.

All refunds will be processed back to the original payment method.

We do not offer exchanges. Once your return is received back at our warehouse, it will be processed within 7 days.

Once your return is received back at our warehouse, it will be processed within 7 days.

If we’ve let you know that we’ve refunded you, don’t worry it’s on its way!

If you’ve paid by PayPal your funds will have been refunded to your PayPal account.

Refunds to credit cards can take up to 10 banking days to appear in your account.

Still have a question?

Please contact us from below contact form for more information. 
We will reach you soonest as we can.

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