FAQ - Service & Tuning

What do I need to book a service?

1) Select your 'Booking Date' - allowing enough time to get your suspension to us - you can see the next available date in the top banner of this site next to our logo

2) Call 01373 826800 to book your service - you will need to know the make, model and, if possible, the year of your suspension

3) Note down the Booking Reference number that we give you and complete the Service Booking Form - this includes an address label for your parcel and you will need to write the Booking Reference Number on this label

4) Package your suspension enclosing the Service Booking Form and using the address label provided

5) Order our 'collect and return' courier service or sort out your own carriage - you need to ensure that the suspension reaches us first thing on the morning of your Booking Date

How much will it cost?
For details on our charges for your fork/shock, select 'Service Charges' from your brand's dropdown menu. Then add the appropriate return charges. If additional charges are required to complete the work you will be asked for authorisation before the additional work is carried out. All prices include VAT at current UK rate (except non-EU customers).

How can I get my fork/shock to you by the booked date?
You need to make sure your chosen method will get your suspension to us on or before your Booked Date. For rear shocks, we recommend Post Office 'Special Delivery' as it's guaranteed next day and is insured. For forks we recommend our own collect and return courier service which we have negotiated with Interlink - call 01373 826800 to book

Can you arrange collection of my fork/shock?
Yes, we have a collection service for £13 arranged with our couriers, Interlink. When you call to book your service on 01373 826800, ask us to arrange collection.

IMPORTANT! Collection will need to be Monday to Friday. We are unable to specify a collection time or period. The parcel MUST be available to collect between 9:00 and 17:00 on collection day.
Collection address:
Can be a residential or business address in mainland UK. Addresses in the Scottish Highlands may take longer than above or not be possible at all – please call us.
Business address:
Please organise people at your end to expect the driver, because if he comes and for any reason doesn't get the package there's a £12 failed collection charge. Please give us any instructions that will help ensure a successful pick-up (e.g. collect from Goods In, from Reception, closed 1-2pm, 6th floor, main building, etc.etc.)
Residential address:
Please be ready for the driver, because if he comes and for any reason doesn't get the package there's a £12 failed collection charge. If you prefer, and at your own risk, you can give instructions to collect it from somewhere safe at the address (e.g. shed, porch, wheelie bin, etc.). If your address is difficult to find, please give us final mile instructions to ensure a successful pick-up.

WARNING! If the driver comes to the address and doesn’t get the parcel for any reason, a £12 'failed collection' charge will be added to your invoice.

Return address:

If you require your suspension to be delivered to a different address to your billing address, please specify this on the paperwork.

When will I get my suspension back?
We aim to dispatch your suspension unit(s) after the work is completed, at the end of the Booked Date, as long as they arrive with us on (by 12:00) or before this date and we receive payment. Most items are dispatched by our courier, Interlink Express and will normally be delivered to you before 15:00 the next working day, or 16:00 in Scotland. The time taken for your parcel to get to you will depend on where you are and how it's being delivered. See estimated delivery times here.

How do I pay?
When completing the Service Booking Form you will be asked to provide payment details or to provide a phone number on which we can call you to take payment when the work is completed. We take payment when the work is complete and immediately prior to returning your suspension. If there are any additional charges you will always be contacted before the work is carried out to discuss options.
A detailed invoice will be sent with the Service Record(s) in a red Documents Enclosed envelope on the front of the package.

What is the guarantee on service work?
All service work is guaranteed for 3 months from the date of repair to be free from defects in workmanship. Any product that is returned within this period and is found to be defective in workmanship will be repaired free of charge. This guarantee does not apply to products that have not been properly installed, maintained, adjusted correctly or simply misused. Neither does it cover product/component failure or wear and tear.

What's your turnaround?
We do your work on the Booked Day and normally send it out that night for Next Working Day delivery in the majority of the UK. (For other areas check here.) You can see the earliest Booking Date in the web page header panel, next to our logo.

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Are you open at the weekends?
No, we are open 9:00-5:00 Monday to Friday, excluding public holidays

I'm outside the UK, how do I book service work?
EU countries
First, choose your own shipping method according to what's available in your country to work out the approximate arrival date. Then make a quick phone call to us to book, having chosen a date on or after the planned arrival date. Print the address label with Booking Reference and attach it to the package. Send it to arrive on/before the Booked Day (we understand that this can be difficult, so if it arrives late we will do the work as soon as possible after that date). Very important! Please give us an email address where we can reach you on the day that we do the job. If not, delays can occur if we can't reach you.

Non-EU countries
Sorry, due to Customs procedures we no longer accept service jobs from outside the EU.

• Name & Address
• Return delivery address if different from above
• Contact phone number during working hours (very important)
• Email address
• Your weight & style of riding
• Bike make, model & year (for rear shock service)
• Spring rate or air pressure used (for rear shock service)
• Brief details of what you want done

How do I prepare my fork/shock for sending?
Rear shock (air): Leave the mount kit/reducers in the shock eyelets as we will replace any worn reducers as part of the service. Pack your clean shock in soft padding (e.g. bubble wrap) then either put it in a padded envelope with a cardboard sleeve around the shock, or in a small box.
Rear shock (coil): Leave the mount kit/reducers in the shock eyelets as we will replace any worn reducers as part of the service. Remove the spring to save posting costs. Pack your clean shock in soft padding (e.g. bubble wrap) then either put it in a padded envelope with a cardboard sleeve around the shock, or in a small box.
Fork (single crown): With the crown race still fitted, pack your clean fork in soft padding (e.g. bubble wrap) then either in a cardboard sleeve rolled around the length of it, or in a box.
Fork (double crown): Slide the uppers out of the crowns whilst still on the bike (we don't need the crowns), then pack your clean fork in soft padding (e.g. bubble wrap) then either in a cardboard sleeve rolled around the length of it, or in a box. We ask that you remove mud etc. from your fork and/or shock before sending them in.
Oil leaks: If your suspension is leaking oil, please wrap it in polyethylene !! In line with our environmental policy, we will normally return your suspension in the same packaging, which we can't do if it's soaked in oil.

Please do not use shredded paper or polystyrene packaging as it gets everywhere!

Is the package insured?
Yes, if you use our courier service - if not it is up to you to sort out.