Shipping policy

DELIVERY

We work with dedicated courier services to deliver your item to you as quickly and efficiently as possible.

Orders are dispatched on weekdays only.

Tandem Group Cycles is proud to offer you two options for taking delivery of your new bike. 

1)  Click & Collect (our recommended option); allows you to select the most suitable store in your area to have the bike delivered to, the store staff will assemble the bike for you and ensure it is in full working order ready for your to collect.  There is no additional charge for this service; it also saves you having to wait at home for a delivery, means you have no big box to dispose of and most importantly means your new bike is set-up correctly by a professional.  Any order placed before midday will be dispatched for delivery the following working day.  Available through participating stores only.

2)  Direct Delivery; available to Mainland UK addresses only, delivery charges apply (see below for further details).  Estimated delivery time 2-5 working days.  We will dispatch orders received by midday that same day and our chosen courier will deliver direct to your door.  You will need to be in to sign for the delivery and bikes will be delivered boxed, 85% assembled.  Final assembly should be conducted by someone competent with the basic mechanics of a bicycle, if you require the help of your local bike shop please be aware the service will be chargeable

3) Direct Delivery (Electric Bikes); electric bikes are delivered 'built and ready to ride'. This means one of our trained, expert mechanics has fully assembled your bike in our workshop, applied protective packaging and re-boxed it for our courier to deliver it to you. After delivery you only need to make minor adjustments.

On arrival please complete the following:

1. Remove the electric bike and any documentation/spare parts boxes from the outer carton and take off any protective packaging.
2. With the bike on the ground or in a work stand, loosen the bolts on the handlebar stem where it meets the fork, line the handlebars up to the front wheel and re-tighten.
3. In some cases you may also need to adjust the handlebar angle. To do this please loosen the bolts on the front of the handlebar stem where it meets the handlebars and rotate the bars until it is in a comfortable position, then re-tighten bolts.
4. Your left pedal will already be fitted, so take the unfitted pedal and screw it clockwise into the threaded hole on your crank arm. We trial fit these prior to dispatch to ensure there is no cross-threading, so please take extra care when fitting.
5. Adjust your saddle height if necessary by loosening the seat clamp and adjusting it to a suitable height. We recommend that your knee is slightly bent at the bottom of each pedal stroke whilst sat comfortably.
6. Double check that every bolt you have adjusted is tight.
7. We recommend charging your ebike to full capacity before you ride it to help the long-term health of your battery. To see if there is sufficient level of charge please check the handlebar display.

Please note - we complete the same pre-departure assembly on folding electric bikes, but dispatch them folded in their original box.

If you require the help of your local bike shop, please be aware that the service will be chargeable.

If you have any questions relating to above you can also email our support team

 

Expected Standard Delivery Times (for in stock items)

Click & Collect; delivered to your chosen store within 1-2 working days.  You can then contact the store directly to arrange a collection time to suit you.

Direct Delivery (UK Mainland only); 2-5 working days

Couriers

The delivery company used varies according to the size/weight of your item(s).

We currently deliver using the following couriers: Royal Mail, Tuffnells, Hermes, Yodel, XDP, and DPD.

 

Delays

Sometimes occasional delays are possible due to conditions outside of our control. Whilst we work hard to deliver within the provided timescales, we are unable to guarantee dates and times for delivery.

 

Tracking Your Order

If you would like further details on delivery timeframes or tracking information, please get in contact with our friendly customer service department who will be happy to help. The team are available on 0121 748 8050 from Mon-Thurs 8.30am-5pm, Friday 8.30am-1.30pm or you can email sales@tgc.bike.

 

Checking Your Order

At point of delivery we kindly request that you please check your order for any signs of damage - even if you do not intend to use your item immediately - at which time you can sign for as damaged with the courier or reject the delivery. Please report any damages to our customer service team by calling on 0121 748 8050 or emailing sales@tgc.bike.  Any claims for damages or discrepancies must be submitted within 3 days of receipt of your goods and we request images of the damage for our records.

 

UK Mainland Delivery Rates

*Please note that Click & Collect orders will not always be ready on the day your selected store receives stock.  We ask that you contact the store directly to discuss a suitable time for collection, allowing the store staff time to assemble and set-up your new bike.