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.”
Shipping Policy for in-stock items:
 
All items indicated to be in stock are shipped within 1-2 working days. 
 
A confirmation email will be sent once the package is picked up by the courier. 
 
If you had selected a ‘registered’ shipping option, a tracking number will be provided. 
Estimated delivery date will depend on the shipping method you had selected. 
Shipping:
 
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 etcleave 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. 
Upon check-out, select Store Pick-up’ option, under shipping method, and contact us at info@elitecustom.sg with your forwarder’s details. We will coordinate with them directly. 

If you require the parcel to be delivered to the forwarder, a flat rate charge of SGD 50 will be imposed. 

 

Shipping Courier:

The main courier we contract our shipments to is Singpost / Speedpost for 2 main reasons. First, we have been using their services since 2011 and they have been considerably reliable.

Next, their parcel weight calculation makes them more cost effective than other courier services as they only consider actual weight and do not take the volumetric weight into consideration.

Bicycle components tend to be light but bulky. Shipping a bicycle with Singpost / Speedpost would mean shipping 10-15kg (actual) instead of paying 30-35kg (volumetric). Or wheelsets at 5kg (actual), instead of 15kg (volumetric).

We can get you shipping quotations of other couriers manually if you drop us a request email at info@elitecustom.sg

Shipping Methods:

We have a variety of shipping rates and methods, that may vary according to your country, zone or location. 

  • "Normal Mail" - No Tracking ID

The cheapest shipping option available, but as far as missing parcels are concerned, we DO NOT recommend the "Normal Mail" option as we will be unable to track the progress of this shipment.

Even in the event that an 'investigation request' is sent in, tracking the parcels can only be done manually. Imagine finding a needle in a haystack, yep, its probably not going to be found. In short, this option puts you (the client) at risk, and no resolution options are offered by the courier. 

Likewise, Elite Custom will not be responsible for lost mail, and cannot offer any resolution options as we are unable to confirm that the parcel was not delivered to the recipient. 

Use this option at your own risk, OR, consider the SingPost Registered Mail option.

  • "SingPost Registered Mail" - W Tracking ID

Our favourite shipping method for small parcels. This option is only a few dollars more than the Normal Mail option, but has a tracking function. When your parcel is shipped, you will be notified via email. A tracking number will also be sent in that email. You would be able to track the progress of your shipment at SingPost.com

  •  "SpeedPost Standard Delivery" - W Tracking ID

Our Go-To shipping method for bulkier parcels. Pricing is affordable, yet this service has been extremely reliable track record, both local and overseas. 

When your parcel is shipped, you will be notified via email. A tracking number will also be sent in that email. You would be able to track the progress of your shipment at SpeedPost.com.sg

 

Store Pick-up:
 
If you are located in Singapore and would like to arrange a store pick-up, simply add your items to your cart, as you normally would. 
 
Upon check out, select the ‘Store Pick-up’ option, under shipping method
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 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. 
 
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. 
 

Special Order:

Certain items for sale on our site are not kept in inventory, but can be specially ordered for you. 

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:
 
To cancel an order you have placed with Elite, you must contact customer support by email (info@elitecustom.sg) or by phone (+65 6256 2028).
Every effort will be made to accommodate the cancellation of your order as long as it has not yet been paid for. 
In all other cases, we will work on a case by case basis. 

Return Policy: 

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 return 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. 

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.

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 at our location is a flat rate of SGD 60 and comes with a service warranty period of 2 weeks.

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. 

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. 

Disclaimer:

The Materials may contain inaccuracies and typographical errors. Elite Custom Pte Ltd does not warrant the accuracy of the 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. 

 

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.