Thank you for shopping with TESWAY!

We aim to provide reliable delivery services and clear information about shipping costs, processing times and delivery estimates. This policy applies to orders placed through the TESWAY website for delivery to Australia, where Australian delivery is offered at checkout.

1. Shipping Destinations

TESWAY delivers to eligible addresses in Australia, subject to product availability and carrier coverage.

Delivery availability depends on your postcode, product type and carrier coverage. Some remote areas, offshore islands, PO Boxes, Parcel Lockers and other addresses that cannot accept large freight deliveries may not be serviceable.

Please enter your postcode at checkout to confirm delivery options, or contact support@teswaybike.com before ordering. We will advise you if we cannot deliver to your address.

2. Shipping Methods

TESWAY uses suitable parcel and freight carriers according to the item, warehouse location and delivery address.

• Electric bikes: Delivered through an appropriate courier or bulky-goods freight service.
• Accessories and replacement parts: Delivered through an appropriate parcel or courier service.

The carrier is selected based on the shipment requirements. Once dispatched, you will receive a shipping confirmation email with tracking details where tracking is available.

3. Shipping Costs

Standard shipping charges will be shown at checkout before you pay. Where a free-shipping offer applies, the qualifying conditions and eligible destinations will be displayed at checkout. Any additional charges for special freight requirements or optional expedited services will be disclosed before the shipment is arranged.

We will not impose an undisclosed shipping charge after an order has been accepted. If a quoted delivery service becomes unavailable, we will contact you to discuss the available options, including cancellation and refund where appropriate.

4. Order Processing and Delivery Times

Orders are generally processed after payment confirmation, Monday to Friday, excluding applicable public holidays.

Shipping informationEstimated time or costOrder processing1–3 business daysShipping transit5–7 business daysTotal estimated delivery time6–10 business daysStandard shipping costShown at checkoutCarrierAppropriate parcel courier or freight provider

Orders placed on weekends or public holidays are generally processed on the next business day. Standard shipping usually takes 5–7 business days after dispatch, with a total estimated delivery time of 6–10 business days including processing. Delivery estimates may vary by state, postcode, stock location, freight capacity and seasonal demand. Delivery estimates are not guaranteed dates, and nothing in this policy limits your rights under Australian Consumer Law.

5. Pre-Orders and Out-of-Stock Items

For pre-order or temporarily unavailable items, an estimated dispatch date will be displayed on the product page or communicated by our support team. Dates may change due to production, inbound transport or customs clearance.

Where an order contains both in-stock and pre-order items, items may arrive separately. We will notify you of material changes to the expected fulfilment timeframe and explain the available options in accordance with Australian Consumer Law.

6. Order Tracking

After dispatch, we will send the tracking number and carrier details where available. Tracking may take 48–72 hours to begin showing movement, particularly around weekends and public holidays. Separate packages may have different tracking numbers.

If tracking has not updated after 72 hours, please contact support@teswaybike.com.

7. Shipping Delays

Delays can occur because of severe weather, natural disasters, freight disruptions, peak demand, warehouse issues, incomplete addresses or other circumstances.

If your order is taking longer than the stated estimate, please contact us. We will investigate with the carrier, provide available updates and work with you on an appropriate resolution. Your statutory rights regarding delayed or undelivered goods remain unaffected.

8. Shipping Address Accuracy

Please check your recipient name, street address, unit number, suburb, state or territory, four-digit Australian postcode, phone number and email address before placing an order.

If you notice an error, contact us immediately. We will try to correct the address before dispatch. Changes after dispatch depend on carrier approval and cannot be guaranteed. Any applicable re-delivery charge arising from an incorrect address will be explained before it is charged, subject to your rights under applicable law.

9. Order Cancellations and Changes

Before Dispatch

Contact us promptly to request cancellation, an address change, or a model or colour change (subject to availability). If we accept a cancellation before dispatch, we will refund the payment to the original payment method. No cancellation fee applies to an eligible pre-dispatch cancellation under this policy.

After Dispatch

We cannot guarantee that a dispatched order can be intercepted, cancelled or modified. Contact support for assistance and consult our Return & Refund Policy.

Refused Delivery

If a customer refuses delivery for personal reasons and the package is returned to our warehouse, the order will be treated as a customer-initiated return. A AU$200 return shipping fee will be deducted from the refund to cover transportation costs, where permitted by applicable law and subject to the Return & Refund Policy. This fee does not apply where the customer is exercising a statutory right to reject goods under Australian Consumer Law.

If delivery is refused because the wrong item was sent, the item was damaged or the goods fail to meet applicable consumer guarantees, TESWAY will address the issue in accordance with Australian Consumer Law, including applicable return transport costs.

10. Damaged Packages or Products

If your package arrives damaged, photograph the packaging and inspect the item safely. Contact support@teswaybike.com with your order number, photos or video and a description of the issue.

We will review the case and arrange an appropriate remedy. If goods do not meet the consumer guarantees under Australian Consumer Law, you may be entitled to a repair, replacement or refund depending on the circumstances. Any request to report damage promptly is intended to help us investigate and does not remove or shorten your statutory rights.

11. Lost or Missing Packages

If tracking shows delivered but the package is missing, check the delivery location, household members or building reception, and any carrier delivery confirmation. Then contact us so we can investigate with the carrier.

If a shipment is lost in transit or not delivered, we will work with you to resolve the issue in accordance with Australian Consumer Law. Carrier tracking status alone does not override your consumer rights.

12. Taxes and Duties

Prices and shipping charges for Australian consumers will be displayed in Australian dollars (AUD), unless the checkout clearly states otherwise. Where GST applies, Australian consumer prices must be presented in accordance with applicable Australian pricing laws, including displaying GST-inclusive prices where required.

Any applicable import charges, customs duties or other fees for shipments originating outside Australia must be clearly disclosed as required by law, including who is responsible for payment. TESWAY should confirm the Australian fulfilment and import arrangements before publishing a statement that all taxes and duties are included.

13. Multiple Shipments

Large items, accessories and replacement parts may ship separately because of packaging, warehouse availability or freight requirements. We will provide separate tracking details where available. Packages may arrive on different days.

14. Returns and Exchanges

Please contact customer support before arranging a return so we can provide the appropriate address and instructions.

See our Return & Refund Policy. Nothing in that policy or this Shipping Policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law, including applicable consumer guarantees.

15. Contact Us

TESWAY Customer Support

Website: au.teswaybike.com

Email: support@teswaybike.com

Customer service hours: Please refer to the hours displayed on our website or contact us by email. Response times may vary across Australian time zones and public holidays.

Thank you for choosing TESWAY. We appreciate your trust and are committed to assisting you throughout the delivery process.