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FAQs
Returns
We want you to love your JB Rack, but if something’s not right, we’re here to help!
We do not offer refunds for:
Change of mind
Finding a cheaper alternative
Incorrect product selection
If you're unsure, contact us before you buy — we’re happy to help you choose the right product.
Our returns policy follows Australian Consumer Law (ACL):
Major fault → You can choose a refund or replacement
Minor fault → We’ll repair or replace it
Service failure → You may cancel the service and receive a refund or compensation
These rights apply regardless of any warranty we offer.
We want to make the returns process as straightforward as possible. Please follow the steps below to ensure a smooth experience.
Step-by-Step Returns Process
- Contact us within 30 days of receiving your item to initiate a return.
- Include a description of the issue and clear photos of the product in your email.
- Our team will review your request and respond within 2 business days.
- If your return is approved, send the product back in its original packaging within 5 business days.
- Once we inspect the item, we’ll confirm the outcome — whether that’s a refund, replacement, or repair.
Damaged Items in Transit
If your item was damaged during delivery:
- Notify us immediately and send photos within 7 days of delivery
- Retain all original packaging
- We will repair, replace, or refund the item at no cost to you
For damage beyond repair, a claim must be submitted within 1 month of receiving the item.
Packaging
All returned items must be in their original packaging.
If your item includes any personal or sensitive data (e.g. tracking devices), please ensure it is backed up and removed before return. JB Racks is not responsible for any data loss during inspection, repair, or replacement.
Return Costs and Fees
In some cases, a $225 returns fee and return shipping costs may apply. This fee helps cover shipping, inspection, and restocking.
JB Racks will cover these costs if the return is due to a faulty product, or if the item is not as described or unfit for purpose under Australian Consumer Law (ACL).
If the return is not covered under ACL — such as change of mind or product misuse — the customer is responsible for both the shipping costs and the returns fee.
Need Help?
If you’re unsure whether your return qualifies or have questions about the process, contact our team. We’re here to help.
We do not offer refunds for:
Change-of-mind returns
Finding a similar product cheaper elsewhere
Incorrect product selection
If you're unsure about which rack is right for you, we encourage you to contact our team before placing your order — we’re happy to help!
Shipping & Delivery
If the free shipping offer isn't applying at checkout, please double-check that your address is entered correctly, as any errors can affect how shipping is calculated.
In some cases, certain products or regions may be excluded from the free shipping offer.
If you're unsure, our support team is here to help!
Get in touch with your address details and we'll be happy to look into it for you.
The delivery of your order depends on several factors such as item availability and transit arrangements. If your order shows a delay in shipment, it's often due to the stock being in transit or awaiting arrival at our warehouse.
We regularly communicate with shipping lines to ensure timely delivery and will notify you once your order is dispatched. For a more accurate ETA, you can track your shipment using the provided tracking number or contact us
What are the shipping costs?
Shipping is free to major cities and major regional areas. For a shipping quote outside these regions, please contact us through our contact form.
How long will delivery take?
Delivery times depend on your location:
Major Cities: 4 – 8 business days
Major Regional Areas: 6 – 10 business days
Remote Areas: 10 – 15 business days
What is covered priority shipping?
Covered priority shipping ensures your order is dispatched quickly and guarantees a replacement for lost or stolen items. If you purchase covered shipping and your item is confirmed as lost or stolen after our investigation, we will send out a replacement immediately. Without covered shipping, we may be unable to guarantee a replacement for a lost or stolen item.
Can I change my shipping address after placing an order?
Changes to your shipping address must be made before your order is dispatched. Once dispatched, JB Racks cannot redirect shipments. If a redirection is requested, additional charges may apply.
We now offer a pickup option for customers who prefer to collect their orders in person.
Here’s how the pickup process works:
- All pickups are arranged in Altona, VIC.
- As soon as you receive your order confirmation, please email us your order number right away. This allows us to intercept the order before it’s dispatched.
- Please allow at least 2 business days before your preferred pickup date so we can prepare your order.
- We will confirm all pickup details with you prior to the scheduled pickup time.
If you have any further questions or would like to arrange a pickup, feel free to contact us.
Product
Download the step-by-step assembly instructions for your bike rack below, get set up with ease, and be road-ready in no time!
Please follow each step carefully to ensure proper installation.
- JB Racks Build Instructions (PDF)
- Instructional Video (YouTube)
Need Help?
If you need assistance with your assembly or are missing any parts, please contact our friendly support team here.
Our current wheel holders are designed to manage up to 25 kg. If your e-bike has a removable battery, our racks can accommodate it once the weight is reduced below this limit.
For further assistance with e-bikes, we offer the option of adding e-bike wheel holders to enhance compatibility. Please contact us if you require more details on this.
The Slow Fold Strut is compatible with all new/current versions of our JB Racks. However, for older models or specific vehicles, such as those with tailgates where compatibility issues may arise, please reach out to our support team for further advice. We are constantly working on improving our products to better meet our customers' needs.
We don’t recommend mounting JB Racks on trailers, caravans, or motorhomes. Our racks are designed for standard vehicle tow bars and haven’t been tested for the increased movement and vibration that occurs on trailers.
Using your rack on a trailer can void your warranty and pose safety risks. For the safest transport, we recommend mounting directly to a vehicle with a compliant tow bar setup.
The bolts used in our JB Racks for drill bit mounts are M8, M10, and M16. Ensure you have the correct size ready for successful assembly. If you are unsure about which part requires which size, please let us know and we can guide you on the specifics for your setup.
If you wish to purchase a separate part for your vertical bike rack that is not listed among our accessories, please provide your original order number to us. This will facilitate quicker processing of your request. If you bought a second-hand rack and do not have an order number, please provide a photograph of the required part so we can address your needs accurately.
Our anti-wobble pin is designed to keep your rack secure and rattle-free. It works by tightening the hitch tube against your vehicle's tow bar receiver, eliminating side-to-side movement.
Here’s how to use it:
Insert the rack into your tow bar.
Line up the holes and insert the anti-wobble pin.
Tighten the bolt on the side to lock everything in place.
Make sure it's firmly fastened before every trip. If you're noticing movement, it’s likely the pin just needs a bit more tightening.
Our bike racks are designed to fit a range of bike sizes, from adult to children's bikes. They can accommodate bikes with wheel sizes ranging from 29 inches down to 20 inches without a bracket.
For bikes with wheel sizes from 16 to 20 inches, a specific 16-20 inch wheel bracket is required for proper fitting. Please contact us for more information about this accessory.
Our bike racks are designed to be compatible with vehicles equipped with a 50mm (2 inch) Class III hitch, the most common tow hitch in Australia.
JB Racks are compatible with over 90% of bikes. Our racks are designed to hold wheels up to 29 inches and tires up to 3 inches wide—perfect for the whole family’s bikes.
To confirm compatibility:
Check Your Car Owner's Manual: Look for information on tow hitch specifications to ensure your vehicle is equipped with a 50mm (2 inch) Class III hitch.
Contact Our Customer Support Team: If you're unsure or have any questions, our knowledgeable support team is here to help.
With these steps, you can be confident that our bike racks will fit your car perfectly!
My Order
To cancel an order, contact our support team as soon as possible and provide your order number and any relevant details. We will do our best to stop your order before it is processed or dispatched.
Please note that once an order has been processed or dispatched, we are unable to cancel it. If cancellation is still possible, we will confirm this with you and arrange a refund.
Refunds are issued back to your original payment method. The time it takes for the funds to appear depends on your bank or payment provider, but most refunds are completed within five to ten business days.
If your order has been dispatched, we’re unable to cancel to it. However, you’re welcome to return your order once it has been recieved.
Please note that a returns fee of $225 may apply to cover freight, inspection and restocking costs. This fee does not apply if the item is faulty or covered under the Australian Consumer Law.
See our Returns Policy for further information on submitting a return.
If you receive an order with missing or damaged items, please take photos of the received goods and contact us within 7 days of receiving your order. We will assess the situation and arrange for the missing parts to be dispatched or provide a solution for any damage detected.
Replacement parts are dispatched as soon as stock becomes available. Delays can occur due to transit and shipping line schedules. We actively track these shipments and will promptly send your replacement items upon arrival. Thank you for your patience during this process.
To change your order, contact our support team as soon as possible and provide your order number and any relevant details. We will do our best to stop your order before it is processed or dispatched.
Please note once an order has been processed or dispatched, we are unable to amend it. If changes are still possible, we will confirm and arrange this with you.
If your order has been dispatched, we’re unable to make changes to it. However, you’re welcome to return your order and place a new order for your preferred item.
Please note that a returns fee of $225 may apply to cover freight, inspection and restocking costs. This fee does not apply if the item is faulty or covered under the Australian Consumer Law.
Reach out to our team if you would like to proceed, and we’ll guide you through the next steps.