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General Online Orders FAQ

To make an online purchase, all you need to do is explore the available items, choose the ones you want, add them to your cart, and then proceed to the checkout page. Fill in the necessary details for your order, including the billing and shipping address. You will then be directed to the payment gateway, where you can securely complete the transaction. Once the payment is successfully processed, your order will be confirmed.

New Era Cycle online store accept a wide range of payment options, including major Credit/Debit cards and PayPal. You can conveniently use any of these methods to complete your purchase with us.

New Era Cycle's online store primarily operates in Singapore Dollars (SGD/S$). Regardless of your selected currency, your order will be processed and invoiced in Singapore Dollars (SGD/S$). The alternative currency options provided are intended for estimation purposes and may not match the amounts on your bank or card statement. In many cases, if you're using a card issued outside of Singapore, your bank might apply an additional foreign exchange (FX) fee.

To access your order information, follow these simple steps:

1. Log in to your account using your credentials.

2. Select the "Account" or "My Account" option.

3. Look for the "Orders" section and click on it.

4. Choose the specific order number you wish to view.

5. Once you've reached this stage, all the relevant details regarding your order will be displayed for your reference.

In case you experience any concerns with your online order, such as missing items, damaged products, delivery delays, or payment issues, we encourage you to get in touch with our dedicated support team promptly. We are here to assist you. You can reach us conveniently through email at retail@neweracycle.com or WhatsApp us at Send WhatsApp Message +6581396062. We will be more than happy to address your concerns and provide the necessary assistance.

Order cancellation may eligible for order(s) that has not been shipped/collected or subjected to our approval. Fees may apply for certain refund method. You can request for order cancellation by Contacting us.

It’s OK to change your mind. If you’re not satisfied with your online purchase, you can return it at New Era Cycle showroom within 30 days from the date of order. The item(s) must return in showroom condition (unopened/sealed/unassembled/undamaged/unused/undamaged of the packaging) and is not a closeout product.

When requesting a return at New Era Cycle showroom, please note that the refund will only be issued in the form of in-store credits or an exchange with a product of the same value.

New Era Cycle showroom address:
10 Arumugam Road
LTC Building A, #01-02
Singapore 409957

Operating Hour
Monday to Saturday: 11am-7pm
Sunday and Public Holidays: Closed

If you intend to return the item to us by mail, please note that the refund will only be issued in the form of online store credit. Customers are responsible for arranging and covering the cost of the courier service for the return parcel. We do not provide prepaid return labels. Please provide the courier's tracking number to retail@neweracycle.com. It is vital to package the returned item securely to prevent any damage during transit.If an item is received by us in a damaged condition due to the courier service, we cannot approve the return or accept responsibility for the damage.

We appreciate your understanding and cooperation in adhering to these guidelines for mail returns.

Our mailing address:
14 Arumugam Road
LTC Building C, #01-04
Singapore 409959

Shipping and Order Processing Matters

  • Your order will be processed for courier pickup within 1-2 working days after you have placed an order online.

  • After handing over your order to the courier, the estimated cost and delivery time frame will be determined based on the courier services you have selected, as outlined below:

  • Singapore Delivery Chart

    Delivery Service S$40 & Above per Order Below S$40 per Order
    Qxpress FREE S$5

    Note:
    - Product tagged with "closeout" is not available for delivery.
    - Fizik Shoes is not available for delivery.

  • Your order will be processed within 1-2 working days after you have placed an order online.

  • Once your order is ready for collection, you will receive an email that your order status has been changed to the "Ready For Collection" status.

  • Store pickup is exclusively available for orders with a delivery address located in Singapore.

Store operating hours information. Click Here

  • We will prepare your order and arrange for courier pickup in 1-2 working days.

  • Shipping rates are applicable in Singapore Dollars (SGD / S$), regardless of the currency you have chosen.

  • Product tagged with "closeout" is not available for international delivery.

  • Fizik Shoes and Shimano is not available for international delivery.

  • Economy (Tracked Mail): This service offers basic tracking of delivery details. Typically, it only displays departure and arrival information at the destination country. Please note that, depending on the postal company in the receiving country, it may not include event scans or delivery status updates.

  • Standard Tracked Delivery: This service provides standard door-to-door delivery details. Depending on the destination country, it may include event scans and delivery status updates.

  • FedEx®  (Fully Trackable Delivery): With this service, you can expect comprehensive tracking, covering every step of the transit process. It allows you to closely monitor the shipment and significantly reduces the risk of parcel loss.

  • Please note that all goods sold may be subject to local customs duties and taxes (GST/VAT), which are beyond our control. The declared value of the goods will be provided, excluding shipping charges. Customs duties will be determined by the relevant authorities.

NOTE:
- Please be aware that non-payment of the applicable import duties, GST, VAT, or import taxes may lead to forfeiture of the item(s), and no refunds will be issued even the term(s) is return to us.

Rates & Transit Time

International
(Economy Tracked Mail)
International
(Standard Tracked Delivery)
FedEx® 
(Fully Trackable Delivery)
5 - 18 working days 3 - 14 working days 3 - 7 working days
Rates will be calculated upon check-out

Our online order processing hours are Monday through Saturday, from 11am to 8pm, excluding Sundays and public holidays.

Most courier companies typically operate from Monday to Friday, excluding Saturdays, Sundays, and public holidays. However, it is worth noting that some courier companies may occasionally arrange deliveries on weekends.

Warranty FAQ

A warranty is a promise made by the manufacturer/brand to provide repairs, replacements, or refunds if a product has manufacturing defects or malfunctions within a specific period.

No, the warranty claim does not guarantee an immediate one-to-one exchange. Each warranty claim is reviewed by our technical support team and suppliers on a case-by-case basis. Once the claim is approved, we will promptly inform you of the outcome and any further steps required.

The warranty period varies based on the product and manufacturer, ranging from one to five years. For more information about the specific warranty duration, please reach out to us at retail@neweracycle.com

You may do so by contacting us here

In-store Purchase FAQ

In most cases, there are no differences between shopping online or in-store. However, it's important to note that if you choose to order online and select in-store pickup, there may be a processing time involved. We handle all online orders at a separate location before transferring them to the showroom for collection, which may result in a slight delay.

10 Arumugam Road
LTC Building A, #01-02
Singapore 409957 
Lookout for us beside the carpark gantry

Nearest MRT Station: Macpherson MRT Station (CC10/DT26) Exit B
Bus Services (Bus Stop 70259): 24 | 28 | 43 | 43e | 70 | 70A | 70M | 76 | 80 | 80A | 135 | 137 | 154

Monday to Saturday: 11am - 7pm
Sunday and Public Holiday: Closed

Monday to Friday (Including Public Holiday) Car
7am - 5pm S$1.20 Per Hour or part thereof
5pm - 7am (next day) S$2.02 per entry
   
Saturday (Including Public Holiday)  
7am - 1pm S$1.20 per hour or part thereof
1pm - 5pm S$0.60 per hour or part thereof
5pm - 7am (next day) S$2.02 per entry
   
Daily (Including Sunday & Public Holiday) Motorcycle
Wholeday S$0.66 per hour or part thereof

Last updated on 1st January 2023

We gladly accept a variety of payment methods, including major Credit/Debit cards, NETS, cash, PayNow QR, as well as popular mobile payment options such as Fave and GrabPay.

We have instalment plans available at our store. 

  • OCBC Credit Card: 6/12 months instalment plan with a minimum purchase of S$500 per card transaction.
  • ShopBack PayLater: 3 months instalment plan with a minimum purchase of S$150 per transaction.
  • Atome Pay: 3 months instalment plan with a minimum purchase of S$150 per transaction.



NEC Membership Reward Points

NEC Membership Reward Points, short for New Era Cycle Membership Reward Points, is a customer rewards program available to those who make purchases either at the New Era Cycle showroom or through NEWERACYCLE.COM. These earned points can be used to offset the cost of your future purchases or online orders.

Yes, membership is absolutely free. If you're a new customer, all you need to do is sign up for an online account with us, and your membership profile will be automatically created.

It's easy! Simply sign up for an online account using the same contact number and email that you used when signing up at the showroom, and your membership profile will be linked automatically.

The reason for this is that our online and in-store accounts are managed through separate Point of Sales (POS) systems. However, our membership points are part of a unified rewards system. To link your membership profiles, it's necessary to set up an in-store account. Simply provide our staff with the same contact number and email you used when signing up online, and your membership profiles will be linked.

No, NEC Membership Points do not expire.

You will earn 1 Point for every 1 Singapore Dollar spent.

The timing for points crediting varies based on the type of purchase:

  • For in-store purchases: Typically, it will take just a few minutes for the base points to be credited to your account.
  • For online purchases: Your base points will be credited after the order has been shipped or reaches the 'Ready for Collection' status.
  • Bonus Points: During promotional periods, bonus points will be credited within 5 working days. 
  • Corporate FAQ

    Yes. To apply for a B2B account, head over to Engager Bike B2B Portal.

    We appreciate your interest. To help us learn more about your offerings, please complete the Vendor Inquiry Form located here.

    Exciting! To kickstart your journey with us, simply apply through this link. We can't wait to welcome you aboard!

    Term of use FAQ

    Visit our private policy here

    Exciting! To kickstart your journey with us, simply apply through this link. We can't wait to welcome you aboard!

    Unable to find satisfactory answers? Contact Support

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