Help and FAQ (Frequently Asked Questions)
Thank you for purchasing or being interested in a Prototipo Works product. If you need help installing, using, or selecting what’s right for your application please don't hesitate to contact us. Below are the answers to some of our most frequently asked questions.
Assembly / Installation:
Prototipo Works strongly recommends the use of a lithium based anti seize assembly lubricant during the installation of our hardware. An anti seize assembly lubricant helps prevent seizing, galling, cold-welding, and the fusing of metal on metal threaded components. Ideal for salty environments, humid environments, in the presence of water, moisture, sweat and ingress.
Shipping General:
We are not responsible for what happens to your parcel or our products in transit.
We are not responsible for local import duties, taxes or any associated local customs, storage or re-delivery fees.
If there are any, how will duties and taxes be paid? Customers to pay local duties and taxes as required if applicable with your order.
We are happy to ship both Australia-wide and Internationally.
For shipping within Australia we will use Australia Post.
For international postage we will use either Auspost or DHL.
(Whichever is more economical to you depending on your quantities and weight).
We offer 7 day shipping*. We will process and pack your order asap with the goal of it reaching you within 7 days**.
*7 days starts from the nearest business day for any order that is received after 12pm.
**Unexpected events may delay transit times. Not always possible for international deliveries but we will try our hardest to make sure it reaches you as soon as possible.
Shipping - International:
We ship internationally! No matter where you live, we’ll do our best to make sure our products reach you safe and sound.
We thank you for your business and apologies the nature of online e-commerce specifically shipping does not cater economically for our small lightweight rigid products. Our online cart is tailored to the low volume weight of our products and International destination zoning. Should there be any problems at checkout, please don’t hesitate to contact us and we’ll work it out.
If you have a cheaper or more economical means you'd like us to use, please don't hesitate to share it and get in contact with us via info@prototipo.works
If our cart doesn't recognise your location, if you need a unique shipping solution or for all shipping enquiries please contact info@prototipo.works
Returns:
Every customer experience should be positive and is extremely important to us.
We happily accept returns and offer exchanges or full refunds to new, un-opened, in original packaging, undamaged, re-saleable goods. Full refunds will be the original purchased value minus shipping costs if applicable (online purchases).
We’re a small operation of passionate riders, designers and machinists. Reach out to us via info@prototipo.works or use the easy form on this page if you have a problem, and we’ll gladly work with you to find a solution.
There are strictly no returns, refunds or exchanges on sale items.
Limited Warranty:
We are proud to bring you our carefully crafted and quality controlled products. We offer a 1 year limited warranty to the original owner with proof of purchase. This limited warranty is specifically against manufacturing defects, workmanship and appearance. This limited warranty does not cover damage due to incorrect installation, over torquing, damaged installation tools, crash damage, abuse, visual or cosmetic damage from being used, wear and tear through use, or if the product is used for other purposes other than those intended.
If one of our products has let you down, we first and foremost apologise and would like to get to the bottom of it. Understanding what happened helps us improve and ensure all our products are extremely durable and exceed our customers expectations. If pursuing a warranty claim please contact info@prototipo.works and we’ll priority reply and arrange the next steps with you.
Please note all warranty items must be returned to Prototipo Works for inspection, testing and evaluation accompanied with proof of purchase. Our mailing address can be found towards the bottom of this page.
Packaging:
Reducing plastic while providing a strong, robust and lightweight shipping suitable container and point of sale. All of our packaging is recyclable and made from a mix of specifically sourced upcycled packaging and new packaging made locally from recyclable materials.
Prototipo Works Up-Cycling: We interrupt a waste stream taking packaging that was otherwise headed to landfill, we inspect it, vet it, ensure it’s clean and match its size and dimensions with our products giving it a second life and a new purpose as our sole source of shipping materials and through you, kindly making its way into your local recycling stream.
Other:
Sold in pairs , sold as a pair, pair or pairs dictate x2 individual items.
Presta valve caps are for presta French valves only.
Feedback:
Thank you for thinking of us. If you have a suggestion, an idea, or feedback on how we can improve a product, our services or in general please don't hesitate to contact us.
Contact Details:
For all information, help and support for the following:
Dealer enquires.
Feedback.
General enquires.
Installation.
Pre-orders.
Returns.
Sales.
Shipping.
Sponsorship.
Suggestions.
Please email: info@prototipo.works
And if required send self addressed mail to:
Post/Mail: PO Box 362, Batman Coburg North, 3058, Victoria, Australia.
Alternatively you can also easily contact us anytime via the easy form below.
Thank you from all of us here at Prototipo Works.