Terms & Conditions

“We stand behind our goods and services and want you to be satisfied with them.

We’ll do our best to take care of customers in dealing with you fairly and reasonably; in turn, we hope you will be fair and reasonable with us as well.”

Order Processing Time:

Orders are generally shipped within 1-2 working days.

A confirmation email with the tracking details will be sent once the order has been processed.

For pre-order items, the processing lead time will be indicated on its respective listing.

All wheelsets are built-to-order and take 3-5 working days to build before being shipped out.

Shipping Fee:

Local orders:

< SGD 29.99 - SGD 5.99

> SGD 29.99 - Free Local Shipping

Overseas orders:

Shipping quotations can be easily obtained at the check-out page.

Prices vary along with respective shipping methods. (more below)

If you have a special shipping request, ie. ship after a certain date, gift receipt, additional invoice copies for custom clearance etc, leave a note upon check out and we’ll do our best to oblige.

If you require a special shipping quote due to exotic foreign location, or need any further clarification, feel free to contact our customer support by email (info@elitecustom.sg) or by phone (+65 6256 2028).

If you would like to use your freight forwarder and arrange a pick up, it is possible as well.

If you require the parcel to be delivered to a forwarder, please liase with us via email prior to placing an order.

Taxes:

Import taxes are the sole responsibility of the customer.

Shipping Partner(s):

Local:

All orders with local shipping addresses are shipped via Qxpress/Janio/Singpost.

Overseas:

Standard courier service,

Qxpress

The general delivery period for International service is 7-21 working days (subject to custom clearance).

Please do not opt for this option if your are in a rush to receive your product.

Premium courier service,

DHL Express / Fedex

The general lead time is 3-5 working days (subject to custom clearance).

Alternatively, if you would like to engage other service partner(s), please drop us a request email at info@elitecustom.sg

Damaged Box:

If the delivery box is visibly damaged please ask the courier to wait whilst you open and check the contents.

If you find that an item is damaged please refuse delivery and the courier will return the package to us.

Please also contact us at info@elitecustom.sg to notify us immediately.

In many cases the packaging may be damaged but the items inside are not, so please check before returning.

Store Pick-up:

Due to Covid-19 situation, we strongly discourage customer to choose store-pick service.

However, if you really need to, kindly indicate on the note section of your order, that you would like to “store pick-up”.

Your items will then be couriered from our warehouse to our retail location. (This normally takes 0-1 working days, depending on the time the order was placed.)

Our service staff will contact you via email to advise on its arrival and will schedule a pick-up appointment with you.

Please remember to bring along the order confirmation email for verification.

(We do our best for the environment, it does not need to be printed)

Out of Stock Policy:

Our inventory can fluctuate throughout the day, so an item indicated as ‘in-stock’ when you place your order may, in fact, be out-of-stock.

Should this happen, we will make every effort to contact you by email immediately, to notify you that your order will be placed on backorder.

The email will provide you with information such as an estimated lead time, or we can offer you a complete refund, if you prefer not to wait.

Most of the items will be back in stock within 2-3 weeks.

However, in view of the current shortage of stock across the bike industry, the lead time may increase.

Please contact us by email (info@elitecustom.sg) or by phone (+65 6256 2028) and our customer support will be able to get you a lead time.

Order Cancellation Policy:

We do not accept cancellations or returns after an order is placed and paid for on our website. This is because once a payment is processed on the platform, we are charged a fee regardless.

Before purchasing a product, always check product specification and compatibility of your existing setup. Elite Custom will not be liable for such errors and will not be able to facilitate an exchange or return in such an event. If you are uncertain, do not make a purchase, instead, enlist the help of a reputable LBS mechanic or contact your frame / product manufacturer directly. Information on the internet may not always be accurate as manufacturers may introduce rolling changes without announcement. It will be in your best interest to counter-check by measuring your setup physically.

Exchange Policy - Change of Mind:

Strictly no refunds on all purchases. Purchases can only be exchanged once.
Item has to be bought within 7 days from date of purchase
(Proof of purchase is required).
Item has to be in new & unused condition with original packaging.
(ie, Handle bars not cut, or mounted before)
Built-to-Order or Pre-Order items are non-exchangeable.
(ie, wheels, bikes)
Credit vouchers will not be issued if the value of exchanged items is lower than original purchased amount.

Kindly contact customer support by email (info@elitecustom.sg) or by phone (+65 6256 2028) to ensure stock availability before we initiate an exchange.
Exchange can be done at our retail store / service center.
Otherwise, any logistical fees will be at the customer's expense.

Exchange Policy - Defective Goods:

Every product you buy from Elite Custom comes with a 7-day limited warranty, on top of Manufacturer Warranty. The warranty applies to products that have been confirmed as defective by Elite Custom, which may be repaired or replaced (at our sole discretion).

For assistance, or to exchange a defective product, please contact customer support by email (info@elitecustom.sg) or by phone (+65 6256 2028).

All shipping fees incurred in an exchange are to be paid by the consumer. Otherwise, we can accommodate drop-off and pick-up at our location. Purchase receipt or Gift receipt is necessary to facilitate resolution.

Note: The exchange policy does not cover products that have been damaged or lost by the courier service. We will, on our part check that all products are shipped without defect. We will ensure that all parcels are documented, packed well and secured before shipping. We will assist in the unlikely event that a parcel is lost, but for peace of mind, we highly recommend registered shipping methods with a tracking function.

Manufacturer Warranty:

Brands and Manufacturers may have various Warranty and/or Crash-replacement policies. If you are experiencing any issue with the Brands and Products that we represent, please do not hesitate to contact us with the purchase receipt and we will be happy to work towards a quick resolution on your behalf.

More information on their Warranty and Crash-replacement policies can be found on their respective website.

Should you need to submit a claim for ENVE, please use this form:

https://www.elitecustom.sg/pages/enve-warranty-incident-policy-submission

Installation:

Installation should be done at a reputable LBS with experienced mechanics and proper tools. Manufacturer Warranty and our Return Policy do not cover improper installation or poor workmanship.

If you do not have a trusted LBS, installation can be arranged at our location. For installation pricing, click here. Installation at Elite Custom is backed up by a Service Warranty period of 2 weeks.

If you are located overseas, please contact customer support by email (info@elitecustom.sg) or by phone (+65 6256 2028). We have working partners in most South East Asian countries that could see to your installation needs.

Troubleshooting:

If you are experiencing weird creaking sounds after installing a new component, we advise that the bike be brought back to where the component was installed immediately, to avoid the possibility of any damage or premature wear.

The fees for troubleshooting may vary. Please click here for pricing.

This charge may be waived if it meets ALL of the following criteria:

the product which was purchased and installed at Elite Custom is the cause of the sound.
it is within the 'service warranty period of 2 weeks.'

Fees for troubleshooting covers labour charges only, replacement parts where applicable are not included.

Colours:

Actual product colours may vary from colours shown on your monitor. If this is a problem for you, colours cannot be verified in any other way, except by viewing the actual product at the retail boutique.

Disclaimer:

The Materials may contain inaccuracies and typographical errors. Elite Custom Pte Ltd does not warrant the accuracy of the completeness of the materials or the reliability of any advice, opinion, statement or other information displayed or distributed though the site.

Any reliance on any such opinion, advice, statement, memorandum or information shall be at your sole risk. Elite Custom Pte Ltd reserves the right, in its sole discretion, to correct any errors or omissions in any portion of the site. Elite Custom Pte Ltd may make any other changes to the site, the materials and the products, programs, services or prices described in the site at any time without notice.