For a chance to win, participants were asked:
If you had 1 week, a bike of your choice and unlimited budget, tell us in 25 words or less what would you do?

Before sharing the winners, there was a very clear trend, most people would head over to Europe. I had to read every single answer and in judging this looked for the most interesting answers which stood out among the rest. In total there were 948 entries into this competition (with 775 valid survey responses it meant that some had incomplete survey responses though still a valid entry). Our 2010 survey has 266 responses, so this growth is wonderful in getting a larger cross section.

Winner of the Swiss Side Heidi Wheelset
“CLIMB ALL THE MOUNTAINS! 7 days, 7 continents. European alps, rockies, snowy mountains, Kilimanjaro, himalayan foothills, andes and Antarctica too!” – George Peppou

Winners of the Euride 2 X Catlike Kompact Pro helmets from Euride
“Attempt to break the 7 day record for my age group.” – Darryl Hiron

“Ride from Newcastle back to my parents place in Brisbane to catch up with them, because I miss them” – Jonathan Maggacis

Winner of the $100 Cell Bikes Gift Voucher
“I’d pack our spacesuits and take my Bike Friday Tandem and my lovely wife for a spin around the Sea Of Tranquility.” – Adrian Plaskitt

Winners of the 4 X $50 Cycling Express Gift Vouchers

“I already have most of the parts of the question”I’m Retired” so I would like an electric bicycle for 1 week.” – Mike Stringfellow

“Specialised McLaren, riding to FNQ meeting up with family in various stages to enjoy wife, kids, Australia, and the most expensive bike in the world.” – Juan Gonzaga

“I would buy a bike for every person in Australia who wanted one, which would fix traffic, health and bolster the economy. Then, nap.” – Lincoln Yeo

“It would take me all week to climb Alpe d’Huez ” – Peter Roche

Thank you very much to our prize sponsors Swiss Side, Euride, Cell Bikes and Cycling Express. I will be in contact with each winner.

We are working on the survey results and will publish the top trends and results plus this year will also publish an industry specific cycling report. If you want to stay up-to-date, sign up to our newsletter.

Terms and Conditions

Online shopping issues, problems and costs

The survey statistics show that 42% of participants would not purchase a bicycle online, it is risky for consumers to purchase an item in which a good fit or sizing is critical. Goods can usually only be returned and exchanged in original condition and in many cases, the buyer is responsible for the cost of return shipping which adds to the risk and may negate the savings of purchasing online. The most common problems that customers face when purchasing online include the delivery of the wrong items, incorrect size or specifications and receiving items that are not as expected. When the wrong items are delivered or the specifications do not match the information online, the retailer is then usually responsible for return shipping.

Damaged Goods
When receiving a delivery, carefully check the packaging and if necessary take photos and ensure that all contents are in perfect order. Problems with the delivery should be reported immediately and if applicable, recorded with the courier or post staff. If items are noticeably damaged, then avoid further unpacking and take photos as documentation.

Hidden Costs
Customs charges have already been discussed. Other potential costs that may be charged when purchasing online include:
- Currency exchange rates / fees
- Bank Fees
- Clearing Agent – responsible for processing items held up by Customs

In addition, compared with a LBS purchase you may be liable for the costs of return shipping.

Warranty and Guarantee
The product warranty or guarantee may be void when purchasing from overseas or difficult to redeem. The customer may be responsible for the return shipping costs.

In most cases, the local importer of the brand has no responsibility to honor a warranty or guarantee for goods purchased overseas, nor to provide support, however in some situations they may take on the responsibility at their own cost.

Safety Standards
Be aware that some items ordered from overseas may not pass the Australian Safety Standards which means that they can be potentially dangerous or in the case of an accident there may be consequences in terms of legal liability.

Service, Support and Assembly
Sometimes when purchasing a new bike from an LBS, they will include the first service for free and lower subsequent service charges and provide discounts for accessories and gear. LBS’s may be reluctant to service or build bicycles or gear purchased online as well as be less likely to offer savings or provide helpful advice if you run into problems assembling or servicing your bicycle or gear. The majority of Australian bicycle retailers are professional when it comes to assembling and servicing bicycles and parts. The premium that a consumer may pay for a bicycle or parts and gear at the LBS can be well worth the investment when considering the benefits and services of an LBS.

Summary of shopping online
Online shopping can mean saving money and access to a broader range of items and brands. The survey results show that while 63% of participants are prepared to pay between 5% and 20% more (than online prices) for the advantage of buying at the LBS, roughly the same amount estimate that they save between 20% and 50% when purchasing online.

Cost savings are a big motivation for the consumer. Big enough that they forfeit the service and support offered by an LBS and accepts the risks involved with purchasing online.

The clever shopper knows the advantages and disadvantages of shopping online and shopping with their LBS.

This is article is from The Ultimate Guide: Shopping for bicycles and gear online. You can download the entire ebook (free) from here.

You can discuss this article and the ebook in the Australian Cycling Forums.

Communicating with the online shop
One of the frustrations when shopping online is communicating with the shop if things go wrong. With your LBS, a phone call or trip to the shop will at least allow you to raise your issue, irrespective of the outcome. Online shopping in comparison is relatively anonymous and usually a sale is completed automatically (from the customer perspective).

These automatic processes mean lower overheads for the online shop however the effectiveness of the online shop in responding to customers can seriously impact upon their reputation.

As a customer, you should look for a telephone number and an email address before purchasing. Although it is usually unrealistic to visit the retailer in the case of problems, if the online shop only has a P.O. Box rather than a street address, it is difficult to judge where the shop/office is located and what is behind the company.

Email is one of the most convenient forms of communicating with an online shop. The better shops respond within two working days, or faster. If you have a problem with the delivery or gear, keep your communication simple and factual. If there is trouble getting a satisfactory response or a reply at all, try using a search engine with the aim of locating online discussion forums in which alternative contact information for the shop in question has been shared by others who have dealt with the shop.

The quickest approach to solving a problem is via telephone, your issue will typically be dealt with sooner and while it may not be solved immediately, often a phone call is enough for clarification. That being said, some online shops may not be setup properly to handle telephone support. For overseas shops, the cost of calling long distance may be a hurdle. To save costs, you can purchase a cheap overseas calling card or set up Skype which has affordable rates (for calling a landline via your computer).

Some shops now offer online chats within the web browser and while the chats may only operate during shop business hours, usually simple queries and issues can be answered or resolved quickly by competent staff.

Be aware that it is easier and cheaper for a shop to ignore problems. While ignoring customers is not good for long term business success, some customers will give up. For small problems, if the online retailer is not cooperating and you only stand to loose a small amount, it may be easier to cut your losses rather than fight for a moral victory. Often the larger online shops will concede to the customer’s advantage as return customers are valuable.

Tip: If you have a problem with an online order, keep a journal of phone calls and emails. This can help you to remember the name of a staff member or telephone numbers and other details.

This is article is from The Ultimate Guide: Shopping for bicycles and gear online. You can download the entire ebook (free) from here.

You can discuss this article and the ebook in the Australian Cycling Forums.

Customs charges on overseas orders
For items purchased on the internet and valued at more than AUD $1,000 (including shipping costs), Customs Australia consider the items to be “imported” and customs duty and GST are levied in addition to a processing fee. Unless the item is being delivered by a courier (in which a clearing agent may take care of Customs clearance), you will be notified by Customs in writing that your delivery is being held and that you are required to complete an N10 Declaration Form.

When lodging the form you need to provide Evidence of Identity (EOI) which involves faxing or posting copies of your personal documents (e.g. passport and drivers licence). If you choose to process your deliveries with Customs via the internet, you will need to additionally register for ICS (Integrated Cargo System). ICS can be convenient when regularly purchasing high valued goods from overseas.

The following example shows the breakdown of Customs duty, fees and tax:

If customs detect a number of deliveries from the same retailer to the same address, then the order values may be combined and GST and Duty is applied to the total value.

For air freight deliveries, the customs processing fee is $40.20 for each electronic declaration (over ICS) or $48.85 for forms that are ‘manually submitted’.

Once payment has been made, the goods will be released and delivered by Australia post (or a courier if applicable). If your item is being delivered by a courier and a clearing agent has ‘cleared customs’ on your behalf, additional fees will usually be added.

Tip: For larger purchases, inquire in advance with the retailer regarding delivery process to ensure that you have factored in all charges.

To make Customs clearance more complicated, certain items are exempt from duty (although GST is still applicable). These include wheels with certain diameters and complete bicycles. Under Tariff Concession 0104891 (Tariff Code: 8712.00.00), duty is not charged for complete bicycles.

Under the Free Trade Agreement, items manufactured in (and delivered from) the US, Thailand and New Zealand are exempt from Customs duty or receive preferential rates of duty.

While the documentation regarding exemptions and duty free (bicycling) items is difficult to decipher, Australian Customs have a good reputation for providing helpful and reliable support via telephone. The phone number for your local Customs office will be included in the documentation you receive when Customs duty is applicable.

If you have paid duty, but qualify for an exemption, you can apply for a refund later. Should you wish to purchase a complete bicycle (or other exempt items) from overseas, it is easier check with the retailer before purchasing to ensure that the relevant reference information is included with the delivery so that customs clearance is faster.

Useful Australian Customs resources for overseas purchases

From Customs Australia, there are a number of resources available for more detailed information, here are links to pages and PDFs.

General FAQs on Customs in Australia (PDF)

Buying over the Internet

Importing goods per post

Help in filling out N10 form (PDF)

Paying Customs

Customs Processing Charges (PDF)

Exemptions (PDF)
(page 8, item 8712.00.00)

US Free Trade exemptions

Refund Application (PDF)

This is article is from The Ultimate Guide: Shopping for bicycles and gear online. You can download the entire ebook (free) from here.

You can discuss this article and the ebook in the Australian Cycling Forums.

Payment
Credit card payment is the most popular method of payment for goods online, 97% of survey participants have previously paid for cycling goods using a credit card and 67% have used PayPal.

PayPal is an alternative to credit card payment and promotes itself as a payment option with better dispute resolution and security. Payment using PayPal can be convenient as it operates as an independent online account to pay for goods and services as well as receiving payment. The PayPal dispute resolution is however contentious as it can be a difficult process with no guarantee of a favourable outcome.

Shops may offer alternative payment options such as “payment in advance” by bank transfer. For overseas purchases, this can be a slow and problematic option, though for online purchases locally it may be convenient. Payment via invoice is uncommon as it is risky for retailer to send goods before payment is received.

Direct debit is also relatively uncommon and despite the convenience of paying directly from a savings account, sometimes there are added fees for direct debit payments which make it more expensive than credit card payment. For consumers, this method is safer than one may expect as the retailers need to be properly authorised and registered before they are able to process direct debits.

Tracking your order
While order tracking is not offered by all online shops, it is particularly helpful and often an order tracking number (or link) is sent automatically via email once the order is placed. The larger shops tend to inform the customer via email at every step of the way so that the customer knows when the order has been packed, dispatched and is in the hands of the courier or post. In addition, a delivery tracking number may be provided to follow an order that has been dispatched and is in delivery. While this is useful, often this assumes that in the case of delays or problems, the customer, rather than the retailer, will need to contact the delivery company to resolve these issues.

Regular ‘order status’ notifications, particularly during delays, help to relieve customer uncertainty and reduce time required for customer support (e.g. answering numerous requests about the order status).

Delivery
Once an order is submitted, the payment provider usually does an automatic check to ensure that the payment details are valid while the retailer manually checks the details of each order, searching for common patterns that are typical of a fraudulent order. When the order is approved, payment is then processed and the order is passed to the product pickers who collect all of the items. The pickers then pass all items to the packers who package everything and include all required documents before sending the order on to be dispatched.

Overseas orders are usually sent via air freight and some online retailers may work with courier companies in Australia or alternatively deliver via Australia Post. Before an overseas order can be delivered, it needs to pass through customs. Prior to placing an order, make sure that you are aware of the ‘assembly state’ of the items or bicycle. Are you able to assemble the bike or parts yourself and do you have all of the required tools?

This is article is from The Ultimate Guide: Shopping for bicycles and gear online. You can download the entire ebook (free) from here.

You can discuss this article and the ebook in the Australian Cycling Forums.

The ordering process

The majority of online shops have a similar order process however the design, navigation, content structure and naming conventions will vary so that finding a product and purchasing it may not always be intuitive. Products in which you are interested in purchasing are added to your shopping basket (or cart or trolley). Within some shops, after adding an item, you are transported directly to the shopping basket and from there can usually complete your purchase (check-out) or can continue shopping. Up-to-date shops display the contents of your shopping cart on each page as well as the total price and the option to check-out. Checking-out will start the ordering process in which you provide personal details, delivery address and payment details. Often you will be required to set-up a user account with a username and password so that you can check the status of your order at a later date and can also return to the shop again without the need to provide details which are already in the system.

A customer friendly ordering process will give you an overview of all items in your shopping basket and allow you to remove an item or change the quantity as well as allow you to easily return to previous steps in the ordering process to make changes.

Before payment, a complete overview of your entire purchase plus additional costs such as tax and shipping should be displayed. When you click confirm and pay, if you have selected payment by credit card, the most common form of payment online, you will be instructed to provide your credit card details. Ensure that this page is SSL secure and avoid using your browser “back” button or clicking the button to submit your details more than once as errors may occur. Sometimes processing your credit card details takes a while as the details are validated.

Once your credit card is validated, a page will usually be displayed confirming that your order has been received. Behind the scenes, the credit card and order are checked against fraud and the payment provider will notify the shop that payment was successful. Typically an email is also sent to the shopper as confirmation of payment and it may include a link to enable you to easily return to the shop and track the ‘order status’.

This is article is from The Ultimate Guide: Shopping for bicycles and gear online. You can download the entire ebook (free) from here.

You can discuss this article and the ebook in the Australian Cycling Forums.

Security

As a consumer, you should be able to assume that both your personal information and your payment are secure. None the less, it is important to check each and every time that you shop online. While security isn’t as critical when you are just browsing or adding items to your shopping cart, SSL security should be active during registration and payment. SSL means Secure Socket Layer and indicates that the information being passed between your computer and the server on which the website sits is encrypted, the chance of a third party being able to decipher the information passed is remote.

There are two indicators that a website is SSL secure, firstly the URL. Rather than the typical http:// preceding the www address, it becomes https:// to indicate that it is secure. In addition, all standard browsers display a ‘closed lock’ symbol (within the browser, often at the bottom) when the connection is secure. Be aware however that hackers and criminals attempt to trick others into believing a site is secure to gain private information by creating fake websites with deceptive content. To be certain that the site really is secure and genuine, in most browsers you can click on the lock symbol (or alternatively choose to view the website information via the browser menu and locate the security information). Choose to view the details about the website “certificate”. In the certificate you need to check that the web address (URL) listed in the certificate matches the URL of the site you are currently viewing. If this is not the case then there is a chance that the website is not genuine or that the website has not been setup correctly and doesn’t properly secure the information you provide against prying eyes.

It is worth noting that SSL secure web content often takes longer to load and while the slower speeds may be noticeable, it is not a cause for concern.

All online retailers need a ‘payment provider’ when accepting payment via credit card or direct debit. The best online shops provide sufficient information to inform the customer who their payment provider is and the procedure for payment. Whether the credit card / direct debit page is seamlessly integrated within the payment process or is displayed in a popup window, it is critical that these pages are also SSL secure.

As a note, when you enter credit card details and then press the button to submit your payment, it is not unusual that it takes a while to process – during this step there is usually an initial check for fraud by the payment provider. Even with precautions ensuring that the payment process is SSL secure, credit card theft can still occur. If you have a ‘hacked’ computer, others may be able to view and steal private data. Personal computer security is important and it is worthwhile keeping anti-virus software up-to-date as well as learning secure internet surfing tactics.

Except for external security breaches which neither a shop nor shopper can influence (e.g. credit card number generators), there is also the potential for a security breach at the shop itself or with the payment provider. While payment systems differ, the better systems hide the credit card number from the retailer and simply notify the retailer whether the credit card transaction was successful or not.

If credit card details are stolen, aside from the initial shock and inconvenience, the good news is that there is usually never a financial loss for the card holder. Sometimes, banks who notice successful and unsuccessful fraud attempts may contact affected customers even before the customer notices. When shopping online, it makes sense to carefully check credit card statements when they arrive so that any discrepancies can be quickly resolved.

This is article is from The Ultimate Guide: Shopping for bicycles and gear online. You can download the entire ebook (free) from here.

You can discuss this article and the ebook in the Australian Cycling Forums.

Currency

The most popular overseas cycling retail websites include multiple currency display options. Many shops however process the payment in their local currency (e.g. US Dollars or British Pounds) and rely on the bank to do the currency conversion from Australian Dollars. In this case, the display price may vary slightly with the actual priced paid. Some overseas retailers now process payment in Australian Dollars. If the price is not available in Australian dollars, be wary that additional currency exchange transaction fees may be applied by banks. If choosing PayPal as an option, payment into other currencies is convenient however the high currency exchange rate and processing fees can make this option more expensive than credit card payment.

Usually for orders from the United Kingdom, when the Australian currency is selected as well as Australia as the delivery destination, VAT (English Value Added Tax) is removed from the display price and is not charged. Australian GST and customs duty however is due for overseas orders above the value of $1,000.

This is article is from The Ultimate Guide: Shopping for bicycles and gear online. You can download the entire ebook (free) from here.

You can discuss this article and the ebook in the Australian Cycling Forums.

Shipping Costs

Some price comparison websites fail to include shipping costs so when it comes to making a purchase, although Shop A may be a few dollars cheaper, their shipping costs may make them the poorer alternative, if price alone is the deciding factor. The most up-to-date online retailers allow you to choose the delivery destination (country) and view the shipping costs as soon as you add an item into your shopping basket. Some online shops however force a user to start the order process and even register and submit personal details before the total shipping cost is calculated.

One popular trend that some shops have introduced to encourage customers to purchase more is to offer free shipping for orders above a certain value. 81% of survey participants have been encouraged to complete an online purchase at one time or another because of the free shipping incentive. When considering a purchase, if free shipping is offered above a certain purchase amount and you are close to the limit, adding a few wear and tear items may mean an overall saving. Alternatively, some of the larger retailers run specials with free shipping available for limited time periods or free shipping with the purchase of certain items.

A common complaint of consumers is that shipping costs are not always relative to the weight or size of an item, so take care when ordering multiple items and double check the total shipping costs.

Shipping Times

The LBS has a considerable advantage over an online retailer when they are well stocked. The LBS can be a more reliable option for purchases on short notice as an online shop needs to first dispatch and ship each order before it arrives in the customers hands. For larger orders, the online shop may need to first wait until all items arrive before sending the goods. Overseas orders may also face delays during shipping to Australia, particularly with Customs when taxes and duties have to be paid and the delivery is held up.

The rule of thumb when ordering online is to order well in advance as delays can happen. Sometimes email communication with the retailer can be slow and calling on the phone is inconvenient and potentially expensive, so if timing is important, allow for more time in case there are unforeseen delays. Usually once items are dispatched, the customer doesn’t have many options other than to wait. Only when delivery is unusually late (for example three or four weeks after the expected arrival) will the customer have a better chance of cancelling an order and demanding a refund.

The flipside in shipping are the extremely fast deliveries from overseas. The most popular online cycling retailer in the UK for Australian shoppers is Wiggle. With growing sales, Wiggle have established a fast and efficient dispatch and delivery process and can usually deliver to Australian cities just days after an order is placed.

This is article is from The Ultimate Guide: Shopping for bicycles and gear online. You can download the entire ebook (free) from here.

You can discuss this article and the ebook in the Australian Cycling Forums.

Once you have taken the time to compare prices between shops, perhaps there are a few shops that come into consideration. There is more you need to know before taking the plunge:

Product Availability: Does the shop provide information as to whether the item is actually in stock. Some retailers may first order goods from the distributer once the customer order has been received or may even offer items for sale and take your payment without knowing whether they can deliver at all. Many shops use traffic light style icons that show the availability and expected delivery times. When large online shops have sales, sometimes the availability of products can change quickly so be alert when you add an item to your shopping cart but don’t purchase immediately.

Product sizing and options: Choosing the correct size of a bicycle, parts and gear is the biggest hurdle consumer’s face when purchasing online, consumers feel more comfortable purchasing bicycles and shoes from their LBS. While you should be certain of your requirements regarding size and specifications, it makes sense to be aware of the policy on returns before purchasing. For some items, the retailer will be reluctant to accept an item (or may not accept it at all) once it has been unpackaged plus you need to factor in the potential inconvenience and costs of returning an item, particularly overseas.

This is article is from The Ultimate Guide: Shopping for bicycles and gear online. You can download the entire ebook (free) from here.

You can discuss this article and the ebook in the Australian Cycling Forums.