FREQUENTLY ASKED QUESTIONS
GENERAL FAQS
Where is your shop?
Our showroom and workshop is based in Wakefield, West Yorkshire.
We are open 6 days a week and you don't need an appointment to visit, however, due to high demand we might not have the bike you are interested in ready to go in the showroom.
We don't have shops anywhere in the country so if someone asks you to go to another location they may have outdated information or are trying to scam you.
DO YOU OFFER FINANCE?
Yes we do!
We offer Finance at checkout via Snap, Humm and Klarna. Please note that finance must be completed online and cannot be completed in store or over the phone.
Due to the time it takes for finance orders to be confirmed by the finance company, we recommend that you wait until we notify you before you come to store to collect you finance orders.
Do you deliver?
Yes we can deliver all over the UK and Northern Ireland.
Please read our shipping policy page here for more information.
Why don't you stock other Bike brands?
At Go Off Road, we want to specialise in a smaller amount of brands that we trust.
We work closely with all the brands that we stock which allows us to pass feedback onto them and to have a better supply chain of bikes and products.
We may stock different brands in the future but for now we are very happy and proud of the brands we sell.
Can I test ride a bike?
Unfortunately due to safety and insurance reasons we don't offer test rides in store.
You are welcome to sit on the bikes to size them up.
We also offer demo days when able if you are wanting to try a bike.
How do I get my finance order?
In order to collect your finance order or have it delivered - the person who placed the finance application must be present with photo ID and proof of address.
If this is not possible then the relevant documents must be left with a nominated person who we must be made aware of before hand.
For Example: "I've purchased the bike for my son, I am happy to leave him my drivers license and a utility bill as proof of address."
Do you use WhatsApp or Snapchat?
No - we only use phone, e-mail or the social media channels listed at the bottom of the website (Facebook, Instragram, TikTok or Youtube) to contact people.
Always double check that you are talking to one of our legit socials, e-mail or phone number as we cannot do anything to rectify scams or scam accounts.
Do you offer warranty?
Depending on the bikes purchased the warranty will cover 6-24 months.
Please view our warranty policy here or speak with the team when purchasing your bike for more information.
Please note that most issues will need to be resolved in store as we do not offer call outs for technicians.
Can I part exchange/Sell my bike?
Yes you can part exchange your bike for a new one. We look for bikes with low mileage and in good condition. Fill out the part exchange form or send us a message via social media with details of the bike.
How much does it cost to build up my bike?
We build up all purchased bikes included in the price.
Please let the team know if you want your bike taking in the box and we will try accommodate you.
When do you get used bikes in stock?
We get used bikes in as and when - there is not set timeframe on this.
Used bikes sell extremely fast so check always keep an eye on our social media and used bikes section.
Do you rent bikes?
No - we don't do any sort of rentals for bikes only permanent sales.
Can you sell my bike for me?
Unfortunately we cannot sell your bike for you in store or online.
ONLINE ORDER FAQS
Do you offer free delivery?
We currently offer free delivery on any parts over £400 and any Stark Varg Bike.
Unfortunately we cannot offer free delivery for bikes as they need to be on special delivery with our in house drivers.
What does online only mean on certain products?
If you see online only on a product it means that we don't stock it on the shelf in our Wakefield store.
This is usually due to a number of reasons such as being an expensive or large item.
You would need to order the item here on our website and we would get the part or bike sent out for you.
How long does delivery take?
Delivery days are Monday to Friday.
We aim to get all orders dispatched ASAP - usually same day.
For this to happen orders must be placed before 1pm. If an order is placed after this time then it will be dispatched the following day.
Any order placed after opening hours will be dispatched the next day. E.g. If you ordered a part at 5:30pm on Monday for 24 hours the item will not be dispatched until Tuesday.
Please note that orders placed on a Friday will not be delivered until the following Monday at the earliest so we recommend if you need 24 hour delivery to order as early in the week as possible.
Can I collect in store?
Any items order than aren't listed as "Online Only" can be picked up in store.
Simply choose the "Pick Up" up option at checkout and we will send a notification when the item is ready to collect.
I want to return an item
Please return all items to our Wakefield Showroom.
When returning an item, please contact us before sending with your name/order number and the reason as to why you are returning the item.
This will help us with processing refunds and also let us know if an item has been damaged in transit or is faulty from the manufacturer.
If an item is sent without prior contact we will be unable to process a refund until contact from the customer is made.
Note: When returning items, customers are liable for the cost of the return delivery unless explicitly told so by Go Off Road management.
What items cannot be returned?
Helmets and clothing cannot be returned to due safety and hygiene reasons.
We also cannot accept returns on items which have been attempted to be fitted to a bike unless the product is genuinely faulty out of the box.
How long does it take for a refund?
Refunds are processed as soon as we are made aware of them.
Please note that it can take up to 72 hours for a refund to return back into your bank account, this can be delayed due to bank holidays.
This is entirely dependent on your bank and nothing that we can get involved in.
What is the free gift?
The free gift is a random product as a thank you for choosing Go Off Road.
It may be something relevant to your bike, a promotional item or clothing/safety gear.
Unfortunately the gift isn't £200!
What are E-Points?
E-Points are a loyalty system similar to like a Tesco clubcard.
Every time you make an online order you will earn "E-Points".
These can then be redeemed for discounts on a future order or for products.
How do I earn E-Points?
Simply sign up for an account and make any purchase. This will then add E-Points to your account!
You can also earn discounts or points on referrals and extra events such as your birthday!
Can I earn E-Points In Store?
E-Points can only be earned on online purchases.
How long do the E-points last for?
E-Points will expire 1 year after each purchase.
You will receive multiple E-mails before your points expire.
FINANCE FAQS
How do I get finance?
Please refer to our Finance page here.
This page gives a full walkthrough of how to apply for finance.
In short - any purchase over £300 can by financed at checkout. Choose one of the 3 providers we offer and fill out the application form. Once complete we will be in touch to complete your orders.
How old do I need to be to apply?
You must be 18 or over to apply for finance.
What is the criteria to be accepted?
As we are not the lender we can't say for definite if you will be approved or not and have no involvement in the application process.
It will vary from person to person depending on your income and outgoings, along with the amount of money you are wanting to finance.
Can I make a finance purchase in store?
No - all finance orders/applications must be done on our website.
We cannot provide not assist in finance directly as it is all handled by third party companies and Go Off Road is simply the "introducer" in this situation.
Do you get the item/bike at the start of the finance or the end?
After the finance has been approved and signed on both customers and our side your first payment will usually be processed as well.
Once this is processed then the item/bike is yours and we will be in touch to schedule collection or delivery.
You do not need to wait until it is paid off to get your purchase!
How do I get my finance order?
In order to collect your finance order or have it delivered - the person who placed the finance application must be present with photo ID and proof of address.
If this is not possible then the relevant documents must be left with a nominated person who we must be made aware of before hand.
For Example: "I've purchased the bike for my son, I am happy to leave him my drivers license and a utility bill as proof of address."
WHAT DOCUMENTS DO I NEED TO SHOW ON COLLECTION/DELIVERY?
You will need to show ONE OF EACH of the following photo ID documents and non photo documents.
ACCEPTABLE PHOTO IDENTIFICATION:
• Valid passport (not expired)
• Valid UK / EEA driving licence (provisional or full).
• CitizenCard bearing a photograph of the customer.
• EEA member state identity card.
• UK Residence permit issued by the Home Office to EEA nationals.
NON PHOTO DOCUMENTATION:
• Council Tax Bill
• Bank Statement
• The Bank Card used for the purchase
IMPORTANT: These documents are a requirement from the finance provider policy and are non negotiable.
Is finance 0% Interest?
All of our finance providers have difference interest rates. They may offer 0% interest if your agreement is paid off early.
Please check your agreement before signing to make sure you are happy with the terms and interest.
warranty faqs
What does warranty cover?
Please read our full warranty policy here.
In short - warranty covers non user error defects such as electrical failures or battery issues.
It does not cover wearable parts such as brake pads, tyres, belts, ETC. or crash damage.
Are warranty repairs free?
Please check if your bike is parts and labour or parts only.
Most bikes offer parts only warranty which means you will be charged for the labour to fix them.
I have an issue with my bike - how do I submit a warranty request?
Please use the contact form to submit warranty requests.
All warranty requests must have the following information:
- Bike vin number
- Photos/videos of the issue
- Name of the customer who purchased the bike
If you are having issues with the contact form then please send your requests directly to our e-mail address.
what happens after I submit a warranty request?
Once a request has been submitted it will be reviewed by the technical team and if necessary raised with the manufacturer.
After this stage the bike will either need to be brought into store for repairs or if you do not live locally to the workshop then we can send the parts out to you.
In rare cases the manufacturers may organise a local dealer/repair centre to carry out the warranty repairs.
Can I bring my bike to the workshop for warranty repairs?
Yes - please contact the team before hand to make sure they are aware of the issue and that we have space in the workshop for your bike.
Some repairs can be carried out same day whilst other may need a specific part to be sent from the manufacturer.
what is the time limit on a warranty?
The warranty for all bikes is shown on each bike listing and on the warranty policy page.
Please note: The amount of times a bike is used is irrelevant for warranty claims.
E.g. If the bike has 6 months warranty from date of purchase and has only been used once in a year it is still out of warranty and all parts and labour would be chargeable.
Do you do mobile repairs?
We do not do any sort of mobile repairs/call outs for warranty repairs.
All warranty repairs must be carried out in our workshop or parts can be sent out to you if you are unable to bring it back to store.
WORKSHOP FAQS
Do you fix electric bikes?
Yes we are E-Moto specialists primarily working on the bikes we sell such as Surron, Talaria, Stark and Revvi e-bikes. Whether you need a service or complete rebuild we have you covered.
We don't fix other brands like Stealth Bombers, RFN, ETC as we do not have a direct supplier for parts.
Please note, we would need to see bikes in store as we cannot diagnose issues over the phone.
Can you customise my e-bike?
Yes we offer a range of customisation and upgraded parts. We can simply supply or fit them inside our in-house workshop.
Do you work on Motocross bikes?
Unfortunately we do not work on motocross bikes.
We aim to specialise in just the bikes that we sell so that are able to source parts and that our technicians are experts on a smaller range of bikes.
Do you work on Pit Bikes or quads?
Yes we do. However, we currently only work on pit bikes that we have personally sold such as Stomp & Kayo.
Do you fix batteries?
Unfortunately we no longer fix batteries.
If you have a battery which needs repairing we recommend contacting the manufacturer or finding a specialist to carry out the repairs.
Can you fit parts I already own for me?
In most cases we should be able to do this.
If you already have a controller, motor, wheels, etc then please let the team know when booking.
I've bought a graphics kit online - can you fit it for me?
We currently only fit Orange Juice Customs Graphics kits due to issues with previous templates from other companies.
If you have bought a graphics kit from Orange Juice Customs which we don't sell in store then we will be happy to fit that to your bike.
part exchange faqs
Do you accept part exchange?
Yes we will take in your old bike depending on few conditions.
We mainly accept a few bikes such as Sur Ron Light Bee, Ultra Bee, Talaria X3 and Sting Models, E-Ride Pro and Stark.
We don't tend to accept other brands we sell such Revvis, Ebox, Stomp Etc. As the price we would be able to offer usually wouldn't be worth it to our customers and you would get more selling it privately.
We usually look for bikes in clean, good condition with less than 1,000 miles.
How do I get a quote on my bike?
Either get in touch through the contact form, direct e-mail or Facebook/Instagram.
To get a quote please send as many clear images or videos as possible and also as many details such as:
- Year of the bike
- Model
- Mileage
- Paperwork (receipts, service, V5, etc.)
- Number of keys
- Any upgrades
- Any damage
This will help us get you a much fairer price faster so we can complete the part exchange or sale.
What bikes do you take in on Part exchange/sale?
We mainly take in the bikes we sell and work on:
- Sur Ron Light Bee
- Sur Ron Ultra Bee
- Sur Ron Hyper Bee
- Talaria Sting/R/Pro
- Talaria X3
- Stark Varg
- E-Ride Pro
We don't usually take in the other brands such as Stomp, Kayo or Revvi as the amount we could offer would be a lot less than customers would want - we recommend selling these bikes privately.
We also don't accept any sort of pedal bike.
Do you accept Petrol/MX Bikes for Part exchange?
On rare occasions we may accept MX bikes such as Honda, Kawasaki, KTM, Etc.
However as we are primarily electric bike specialists we don't take these bikes in very often as it isn't our usual customer base.
Can I just do a straight sale for my bike?
Yes you can - if you have a Sur Ron, Talaria, Etc. and aren't looking to get a new bike but simply sell it to us then we can also buy your bike.
Can I part exchange my bike and then finance the rest?
Yes you can - it works the same way as if you were putting a down payment/deposit on a bike.
Let's say you wanted to buy a £6000 bike and we offered you £2000 for your old bike.
You would then just need to complete a finance application for the remaining £4000 rather than the full £6000.