FREQUENTLY ASKED QUESTIONS

    Shipping

    Where does Durian Bikers ship to?

    We ship worldwide* and right to your doorstep!

    *Please note that we do not ship to Israel, PO Boxes or any military addresses (APO, FPO or DPO). For customers in Malaysia and Singapore, kindly make your purchase using our official local platforms such as Lazada and Shopee.

    How much is the shipping?

    You can check the estimated shipping rates below.

    Destination Express Shipping for 3kg weighted items
    (USD)
    Delivery Times
    (working days)
    USA $28 5-7 days
    Australia $28 7-9 days
    Canada $28 5-7 days
    France $30 15-17 days
    Germany $30 6-9 days
    Hong Kong $25 3-5 days
    Italy $30 5-7 days
    Japan $28 3-5 days
    Mexico $28 5-7 days
    New Zealand $28 7-9 days
    Russia $65 32-39 days
    Singapore $23 3-5 days
    Spain $30 15-18 days
    Taiwan $25 3-5 days
    UK, Northern Ireland $30 5-7 days


    For all other countries that are not listed, kindly contact us via info@durianbikers.com for more details.

    Rates and shipping timelines shown here are effective from July 2020 and may be changed/revised without prior notice.

    How long will it take for my order to get shipped?

    ** Please note that due to certain restrictions from some countries and shipping providers due to COVID-19, we are experiencing longer shipping and delivery times than usual. But rest assured, we will ship the orders to you as soon as possible! If this cause any problems for your order, please don’t hesitate to contact us via info@durianbikers.com.**

    Orders will be shipped to the shipping address provided at checkout. Please refer to the table above for estimated delivery time. Kindly note that we do not ship to Israel, PO Boxes or any military addresses (APO, FPO or DPO).

    You will receive a notification email with details on how to track your parcel’s progress. All orders are shipped via DHL Express, except to Israel and Russia. If you are from either of these countries, kindly e-mail us and we will get the best shipping solution for you.

    Please provide an accurate email address and mobile number to ensure a smooth and speedy delivery.

    If you have pre-ordered items within your order, the whole order will be placed on hold and shipped altogether when the items are back in stock (within the timeframe stated on the Pre-order Product Duration page).

    Estimated delivery times are to be used as a guide only and can vary depending on the part of the world you are in – if your country is not included in the chart above, please visit our detailed shipping information (refer to the table above) for more information. Note that delivery times commence from the date of dispatch.

    Unfortunately, we cannot be responsible for any delays caused by destination customs clearance processes, local duties and taxes, and items that are lost in transit.

    What is Pre-Order Items?

    We all love a fan favorite! Pre-order items are sold out bestsellers that are currently being re-ordered. These items will come back in stock on a specific date as stated. Don’t miss out and pre-order your item now – just add to cart!

    If you have pre-ordered items within your order, the whole order will be placed on hold and shipped altogether when the items are back in stock (within the timeframe stated on the Pre-order Product Duration page).

    Pre-order Product Duration

    The estimated time for products to get restocked or pre-ordered products to arrive at our warehouse varies brand by brand, subject to manufacturers’ production availability and international shipping schedules. Although it’s our best interest to get the pre-ordered items as fast as possible, certain items does take a bit more time to arrive. Below are the list of brands and its estimated arrival date if you have pre-ordered items from us:

    Most of the Helmet Brands – 4 to 5 months

    Nolan Helmets – 6 months

    Helmet Spareparts & Accessories – 6 months

    Shinko Tires – 5 to 6 months

    R&G Accessories – 45 to 60 days

    Muc-Off – 6 months

    Scorpion Exhausts – 45 to 60 days

    Barkbusters – 60 to 90 days

    Zero Gravity – 7 to 9 months

    BMC Air Filters – 4 to 5 months

    DP Brakes – 6 months

    HEL Performance – 3 to 4 months

    RDY – 7 to 14 days (except Patriot ranges, which may take 3 months)

     

    *Kindly note that the timeframe given above may change drastically if there are any problems in stock sourcing/availability from the manufacturers/suppliers and unavailability of international sailing/vessel. If your pre-order items are affected on these cases, we will inform you via email*

    How can I edit my shipping address?

    If you wish for your order to be sent elsewhere, kindly email us as soon as the order has been placed, and we will make the necessary amendments. Please do note that no address revisions can be made after the items has been arranged for shipment/in-transit to the destination.

    What happens if my parcel(s) fail to be delivered or picked up?

    As the recipient, you are responsible for any subsequent costs incurred for parcels returned to our warehouse due to attempted deliveries, insufficient/incorrect delivery information or failure to retrieve parcels from delivery centres. Standard shipping fees + 75% of the total shipping price (please refer to the table above) will be incurred for all parcels re-sent from our warehouse.

    Please ensure that your delivery address and mobile number is accurate, to ensure your items gets to you as quickly as possible!

    Will I be charged handling fees, duties and taxes?

    You may be charged for duties, taxes or any surcharges which may be imposed by your country as your order passes through customs, in addition to handling/storage fees imposed by the courier (if applicable). Any charges on a parcel shall be paid and borne by the person/company receiving the parcel. If required by local authorities, the courier company may reach out to you for official documents, such as tax invoices or proof of payment, to facilitate customs clearance.

    Kindly email us to get more information on the additional fees.

    How much will I be charged for handling fees, duties and taxes?

    We have no control over these charges and are unable to advise you what the cost would be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, to confirm your local tax and duty fees.

    My Order

    Where is my order?

    Once your order is shipped, you will receive a tracking number via email so you can keep an eye on the delivery progress while it's in-transit. You can also log into your Durian Bikers account at any time and select “Order History” to review your order status.

    Can I edit my order?

    Please note that we are unable to make changes to your order once it has been confirmed. Kindly check details and items are correct before finalizing your orders.

    Can I cancel my order?

    Due to our fast paced processing and shipping arrangements, no cancellation is allowed after an order has been received.

    For the Pre-ordered items, we may allow for cancellation/refund, strictly subject to our discretion. However, we are unable to provide cancellation for any items and/or products that we have placed the orders with our suppliers.

    How will my items arrive?

    Each order is carefully inspected and packaged with bubble wraps, within a box for large items or flyer bags for small items, for your convenience. As part of our go green plan, your receipt is sent via email and not included within the parcel.

    Returns & Exchanges

    What is Durian Bikers' return policy? (including non-apparel products)

    All the products sold at our Webstore are quality checked for any possible defects, scratches and problems before packing and shipped to our customers. In such arrangement, it’s extremely rare that the products/orders that you received might be defective.

    However, we do accept returns or exchanges under certain circumstances and conditions.

    For any manufacturing defects or warranty claims, the following list of product categories that are accepted for returns:

    – Helmets

    – Motorcycle Accessories

    – Exhausts

    Request made to exchange to another products are subject to stock availability. For such requests, all of our products listed are available for exchange arrangements.

    For any returns made under change of mind or not interested anymore, it will be rejected and not approved for return and refund. Any purchase that has been made wrongly, we will be able to arrange the refund. However, do note that we will deduct 20% of the total payment as our processing fees.

    Kindly note that any request for returns and/or exchanges, it must be informed and approved by our team before you could proceed with the arrangement.

    What should I do if I receive a wrong product?

    Although such occurrence is highly rare, we do apologise if you received a product different from the one that you ordered. Please contact us via info@durianbikers.com within 48 hours after you have received your parcel and we will be sure to get you the correct items you ordered!

    How do I place an exchange or return?

    Please contact our Customer Service via info@durianbikers.com within 48 hours of receiving your order and we will walk you through the process for returning or exchanging the items.

    Do I need to contact Customer Service to request a return?

    Yes, it is necessary for you to first be in touch with us via email, prior to sending the parcel(s) back to Durian Bikers in order for us to process your return request accurately.

    Will I be notified when you receive the returned items?

    We will only be in touch once the returned items have been received and processed. Kindly check your delivery status via the tracking number provided by your chosen courier.

    When will I receive my refunds?

    Once your return arrives back at Durian Bikers, it may take up to 14 business days for your refund or exchange to be processed and verified. We will be in touch via email.

    Will my shipping fee be refunded?

    Refund value is based on the product(s) purchased only. Shipping fee will not be refunded or be available to be used as a store credit. Kindly note that any fees incurred during Customs clearance such as Custom Fees, Import Taxes or additional shipping charges will not be reimbursed.

    Kindly take note that if you marked/described the return incorrectly without following our guidelines and if we were charged any Custom fees or Import duties, such fees will be deducted from your final refund value.

    Are returns free?

    Note that the cost of the return parcel will be borne by you. We recommend shipping the parcel with the most cost-effective shipping method that is available, which includes tracking.

    How can I get in touch?

    Head over here to be in touch with us – we’d love to chat!

    When can I hear back from you?

    Our customer service team typically responds within 1-2 business days. In a slight chance that we missed your email, kindly allow us one more time and we will be chatting shortly.

    Product

    Where does all your products located at?

    All of our products are sourced directly from our partners throughout the world and ships directly from their warehouses across Europe and Asia. We will only source the products and accessories from authorised distributors, resellers and appointed dealers.

    How can I guarantee that the product I purchased is authentic?

    Sometimes, it can be quite doubtful to purchase something online and that too with high in value. We would like to assure you that all the products listed here are 100% original and genuine products, sourced directly from respective manufacturers and authorised distributors.

    How soon can you ship my orders?

    Once we have received your orders, we will process and get it shipped by the next business day (sometimes, we ship on the same day itself!). For orders placed over the weekends and major holidays, do expect a slight delay in our shipment schedules.

    Gifting

    Can you gift wrap my order?

    We pride ourselves with the most discreet packing ever. We will pack all of the orders received with black wrapping. This is done to protect the content/product from being exposed or seen by other people.

    For gift wrapping purpose, currently we don’t offer such options but rest assured, we will be able to remove any price tags or invoices from your orders if you instruct us prior packing the orders.

    Do you offer gift cards?

    We do not offer gift cards at the moment. Please contact us via info@durianbikers.com if you need more assistance.

    Can you help me choose the perfect gift?

    Based on thousands of products and countless options available in our Webstore, it might be a daunting task to recommend the perfect gift. But if you can give us more specifics on what you’re looking for, we might be able to offer our expert opinion.

    Pricing & Payment

    What currency will my order be processed in?

    All the products listed at our Webstore are in US Dollars (USD). However, you can select your local currency using the dropdown menu at the bottom of the page (for desktop sites) or side bar menu (for mobile sites).

    What forms of payment do you accept?

    We accept wide ranges of payment methods from major credit cards, debit cards, mobile payment and online banking.

    Prior to confirming your order, do carefully review the total amount and the products you added into your cart.

    When will my credit card be charged?

    Your credit card will be charged upon order submission and usually takes up to 3 business days to clear, depending on your bank. You will receive an email confirmation when an order is successfully placed on our site.

    Why was my payment declined?

    Here are a few things to check if your payment did not go through. Check that your card’s billing details (such as the security code and billing address) match, check that your card is not expired or that your account is active. If none of these apply, please contact us via info@duriabikers.com. We are more than happy to help!

    Offline Stores

    Does Durian Bikers have an offline store?

    At this point of time, we are only selling via online.

    Where can I return or exchange my items?

    Every return or exchange must be processed online. You can read more about our Returns & Exchanges policy on FAQ page.

    Privacy Policy

    What is Durian Bikers’s privacy policy?

    Durian Bikers respects your privacy and will never give away any personal information that you provide during your visit for reasons other than those specified here. By shopping at our website, you agree that Durian Bikers will use the information you provide on this website to be in touch with you and to provide order updates and marketing updates.

    Furthermore, if you are signed up to receive our newsletter, you can change your mind at any time by clicking the unsubscribe link in the footer of any email you receive from us, or by contacting us via info@durianbikers.com.

    Please note that we also use cookies to provide you with the best user experience on our website; and may share information about your use of our site with our social media, advertising and analytics partners to personalize content and ads, provide social media features and analyze traffic. If you would like to learn more about our usage of cookies or how to disable them, please view our Cookie Policy below.

    What is Durian Bikers's cookie policy?

    Durian Bikers (‘us’, ‘we’, ‘our’) uses cookies on our website durianbikers.com (the ‘Service’). By using our website, you consent to the use of cookies.

    Cookies are small files that are automatically stored on your device as you browse the web. Cookies allow the Service or a third-party to recognize you and make your next visit easier and more useful to you. When you browse and use our website, we may place a number of cookies files in your web browser. In addition to our own cookies, we may also use various third-parties cookies.

    The aforementioned cookies are used for the following purposes: to enable certain functions of the Service, to store your preferences, to personalize content and ads, to measure and analyze traffic, and to provide social media features – all to help us provide you with the best shopping experience.

    How can I change my cookie settings?

    If you’d like to edit your cookies, please visit the following help pages for more details on how to change your settings:

    Google Chrome
    Safari Mozilla
    Firefox

    If your browser is not listed above, please check your browser settings for cookie options.

    Please note, however, that if you delete cookies or choose not to accept them, you might not be able to make full use all of the features we offer, you may not be able to store your preferences, and some of our pages might not work properly.

    Contact Us

    How can I get in touch?

    You can always contact us easily via the following methods:

    1) WhatsApp us at +6019-6141123

    2) E-mail us at info@durianbikers.com

    3) Send us a message to our Facebook & Instagram accounts

    When can I hear back from you?

    Our customer service team typically responds within 1-2 business days. During peak campaign seasons, do expect a slight delay in our response. In such cases, kindly allow us one more time and we will reply you the soonest possible.