Frequently Asked Questions

Last Updated on 19 May 2020

Check out our About Us page to find out more about who we are and what we do.

We are based at 58 Boundary Road, Alexandra, Central Otago, New Zealand.

We will happily ship orders to the far reaches of the planet, including Australia, Canada, UK, Europe, South America, Asia & the USA.  Learn More

Tracking details are sent to you with your shipment confirmation email.  If you have created a login on our website you can also login here to view tracking details.

All orders within New Zealand are tracked.

For international customers there is currently a tracked mail service available for Australia and the USA.  If you live outside Australia and the USA please contact us for tracked courier options & pricing.

To change or cancel an order please email or call us as soon as possible.  We will make the necessary changes and confirm any difference in price.

For standard items orders may be cancelled prior to shipment of product.  Orders for custom parts can be cancelled any time up to manufacture.

Standard items in as new condition may be returned for credit of the original purchase price, excluding freight, within 2 weeks of invoice date.

Items returned after 2 weeks but less than 3 months from invoice date may be returned for a credit of the purchase price minus a 20% re-stocking fee and freight.

Items returned more than 3 months from date of invoice or custom manufactured parts cannot be returned for credit.

For orders sent to New Zealand addresses click here for delivery timeframes.

International orders take a little longer to arrive.  International shipping options and timeframes are available here.  These are intended as a guide only.

Parcels do occassionally go missing and this is outside our control.  We will do everything possible to track down missing parcels and will send replacements as required.

Shipping options within New Zealand are provided here.

International delivery options are available here.

If you have any problems with our products we want to be the first to hear about it.  Contact us with any concerns.

All products sold or distributed by Biken are guaranteed to be free from defects in materials and workmanship for the life of the product.

All Monocrome bearings carry a special 6 month no questions asked replacement guarantee.  This means that even if the bearing is damaged during installation we will replace it free of charge within 6 months of purchase.  To receive replacement bearings, return the original bearings to us and we will get new bearings on the way to you.