What are the shipping options?
All new Rook Bicycles are shipped free of charge to any address in South Africa. If you're in Cape Town and would like to collect, you can select pickup at checkout and we'll be in touch to arrange a pickup time. Small items not ordered with a new bicycle carry a flat rate R85 shipping per order.
How long until my order gets shipped?
Orders placed before 12 noon will be shipped out the following business day. Our courier usually takes 2-4 days from Rook HQ to your door/desk/office. We'll send you a tracking number once it's left Rook HQ. Sometimes less, but never longer than 5 days. If your order is taking longer - please get in touch with us!
Where do you deliver?
We'll deliver to any residential or business address in South Africa. Get in touch with us regarding international shipping. *Excluding Super73
Can I track my order?
We offer free tracking on all of our shipments. A tracking email will be sent to the email address you checkout with. Tracking numbers usually take 24 hours to activate after the shipping company has picked up the package.
What if my order get damaged?
This is very rare as each Rook Bicycle is packaged meticulously to prevent damage while in transit. Packaging may show signs of travel, but the product enclosed should be as new. Please get in contact if you experience damaged goods as a result of shipping.
Warranty
ROOK ONE Frame is covered by a lifetime warranty on manufacturing defects.
ROOK RACE Frame is covered by a 1 year warranty on manufacturing defects
All parts and components come with a 1 year warranty. Items that experience normal wear and tear such as tubes, tires and brake pads are not covered by any warranty.
Super73®️ is covered by a 30 day Ride-Out Warranty on manufacturing defects.
Registration
Registration is not required to activate your warranty, but will let us keep track of your bicycles history. You will also be able to report stolen Rook Cycles using the BB serial Number. If you do have any issues with a bike purchased from us, feel free to drop us a line at hello@rookcycles.com so we can get you rolling again!
What is Covered?
- Manufacturing defects
- Normal Wear and Tear
- Paint Work
- Improper Assembly
Negligent Maintenance: DO NOT Ride your Rook Bicycle with loose screws or bolts. Everything should be tight and secure before each ride. Riding with loose components can lead to irreparable damage to your frame and/or components. We will always try our best to get your ride back up and running should it be defective, but we cannot honour warranty repairs or replacements that falls under the above mentioned criteria.
So you need to make a return or exchange?
Shopping online is awesome... until you need to return something. Don't stress, we make it pretty easy to return or exchange your Rook Products. Get in touch with us at returns@rookcycles.com to begin a return or exchange. Remember to keep your original packaging until you're satisfied it's the correct size and product.
ROOK BICYCLE IN BOX, UNOPENED
Return/Exchange Within 30 Days of Purchase
Customer Pays Return Shipping Costs
ROOK BICYCLE, OPENED & ASSEMBLED AS NEW
Return/Exchange Within 30 Days of Purchase
Customer Pays Return Shipping Costs
Subject to 30% Restocking Fee Upon Inspection
ROOK BICYCLE, OPENED & ASSEMBLED AND RIDDEN
Not Eligible for Return
ROOK ACCESSORIES
As New in Original Packaging
Return/Exchange Within 30 Days of Purchase
Customer Pays Return Shipping Costs
Super73
All Super73 rides are not eligible for return and/or refund. These products are sold on a production run and will not be refundable after the order cut-off date.
If you feel a return is necessary, please email us at returns@rookcycles.com
When contacting us please provide your order number, a detailed list of which items you wish to return, and why you would like to return them.
The customer will arrange to have the product shipped back to Rook HQ.
Once the product arrives at Rook Cycles and passes inspection for “new condition,” we will either send you the desired product of exchange or issue you a refund.
The return of the product and subsequent exchange delivery charges are the responsibility of the customer.
If an incorrect product was shipped to the customer or the purchased product arrived damaged, Rook Cycles will reimburse the customer for any shipping charges related to the return or replacement of the purchased product.
Rook Cycles does reserve the right to implement a 30% re-stocking fee on any product that is returned for a refund/exchange that is not in “new condition” unless the product was damaged in transit.
Orders cannot be canceled once they have shipped. Refused shipments will not be refunded. If you would like to cancel an order after it has shipped please wait until the order has been delivered to you, then send an email with a return request to returns@rookcycles.com
Make sure to keep all original packaging for making a return. You'll need to package everything back up for return shipping. We're only stoked when you're stoked - so get in touch if you're not and we'll try our best to make it right!
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I haven't received my item. What can I do?
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Sed primis eu conubia erat ut nam vitae a habitant dui adipiscing a dignissim eu a ad venenatis. Non vivamus enim himenaeos porta id morbi montes ut sem scelerisque in litora id scelerisque consectetur eget cras hac nascetur sociis in feugiat mi platea odio pretium ullamcorper.
Non vivamus enim himenaeos porta id morbi montes ut sem scelerisque in litora id scelerisque consectetur eget cras hac nascetur sociis in feugiat mi platea odio pretium ullamcorper.