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FAQ - Service & Tuning

What do I need to book a service?
1) First, establish how long it will take to package/send your suspension from your location to our workshop. Then check our earliest Booking Date at the top of our website. If you're sure you can get your suspension to us by noon on that day, pick up the phone [or book online - coming soon] and book for that (or a later) date. Please do not book a date earlier than you can get your suspension to us and remember that most forks can't be sent by post on a next-day service, as they are too large.
2) When you book, you'll need to know the make, model and, if possible, the year of your suspension.
3) When you book online [coming soon] you'll need your credit/debit card or PayPal details as you will be asked for payment authorisation of your selected service with any carriage options, by Protx. The amount will be authorised at the booking stage but not taken until the work has been completed.
4) When you book (by phone or online), we'll give you a Booking Reference Number to put on the package. When you're ready to send your suspension to us by the Booked Date, print and complete the Service Order Form and write the Booking Reference Number on the address label at the bottom. Attach the label to the outside of the package, and put the rest of the form inside with your suspension.
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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).
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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, if you don't have your own courier arrangements, you could use the Post Office (various services), or request our courier collection.
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How much is return carriage?
Great Britain & Ireland Delivery Time Light Shocks Heavy Shocks Forks
Standard UK next working day return by 3pm (4pm in southern Scotland). Excludes Highlands & Islands, Northern Ireland and the Republic of Ireland 1 day £7.00 £7.00 £9.00
Highlands Forks & Shocks - 2 day courier 2 days £7.00 £7.00 £9.00
Offshore Islands & Northern Ireland 1-2 days £8.50 £10.50 £27.00
Republic of Ireland 2-3 days £16.00 £22.00 £27.00

Europe Delivery Time (Average) Light Shocks Heavy Shocks Forks
Belgium, France, Germany, Luxemburg, Netherlands 2-3 days £16.00 £22.00 £27.00
Austria, Denmark 3-4 days £16.00 £22.00 £27.00
Czech Republic, Italy, Slovakia, Spain 3-5 days £16.00 £22.00 £35.00
Estonia, Finland, Hungary, Poland, Portugal, Sweden, Slovenia 4-6 days £16.00 £22.00 £35.00
Bulgaria, Greece, Latvia, Lithuania, Romania 4-7 days £16.00 £22.00 £35.00
Switzerland, Norway and non-EU (sorry, don't do because of Customs procedures) - - - -

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Can you arrange collection of my fork/shock?
Sending us a fork can be difficult and/or expensive. Royal Mail’s size limit for Special Delivery or First Class parcels is 610mm and other services can cost up to £25 or take up to a week. For £13, our courier (Interlink Express) can collect your parcel from a business or residential address in mainland UK and bring it to us the next working day. The charge is added to your final invoice.
(Rear shocks are cheaper to send by post.)
Timing
Collections can be arranged for a working day of your choice (unspecified time) and will arrive with us the day after.
  • Day 1 – Submit your collection request (via online Booking or by phoning us)
  • Day 2 (or a later day of your choice) – Courier driver from Interlink Express collects your package between 9:00-17:00
  • Day 3 – Your package arrives with us by 9:00
* Day = working day IMPORTANT! 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
Your parcel can be returned to a different address.
Packing
Pack your fork up to protect it on the journey. If you don’t have a fork box, we recommend something soft then a cardboard wrap. Don’t forget to affix the address label to the outside showing your Booking Reference Number. If you book on the phone, please enclose the completed Service Order Form in the package. Online bookings just need the address label as the service information is transmitted directly.
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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.
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How do I pay?
At the end of the booking procedure you'll be asked for secure online payment by credit/debit card or PayPal. The amount will be for the job ordered plus any carriage and will be sent for authorisation then held until the job is completed [online booking coming soon]. If you book by phone, payment will be taken when the job is completed. If you need extra work/parts to complete the job, we will call you to discuss options and authorise any additional payment.. Payment methods
Debit/Credit card: Visa, Visa Electron, Mastercard, Switch, Maestro, Delta, Solo
PayPal
A detailed invoice will be sent with the Service Record(s) in a red Documents Enclosed envelope on the front of the package.
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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.
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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. During our busy times this can extend to over a week ahead. If it's just a service you need, you can keep riding until your Booked Date. So, for example, if you book for the following Wednesday you can ride the weekend, remove and pack your suspension for collection or dispatch on Monday. We do the work on Wednesday and you get it back on Thursday (UK mainland). If we were booked for Thursday, you would get it back on Friday, etc. Friday jobs are normally delivered on Monday.
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Are you open at the weekends?
No, we are open 9:00-5:00 Monday to Friday, excluding public holidays
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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 Book Online [coming soon] or by phone, choosing 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.
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What if I can't print the Service Order Form?
Just give us the following information on a piece of paper:
  • 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
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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 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 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.
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Is the package insured?
It's up to you to arrange insurance as required for the journey to us (except collection - see below). Post Office Special Delivery includes insurance (rear shocks only). For the return journey and for our courier collection, the packages are insured.
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What if I miss my Booking Date?
If your suspension arrives after 12 noon on its Booked Day or later, or is unbooked, we cannot promise same-day turnaround although we will do it as soon as possible.