Service Booking FAQs

How much will it cost?

For details on our charges for your fork/shock, select the Service Tab on the home page and then select your suspension brand and model. 

Don't forget to include the appropriate shipping/ postage costs depending on whether you are sending your suspension to us or using our Courier Collection/ Drop Shop service. 

If additional charges are required to complete the work you will be asked for authorisation before it is carried out. All prices include VAT at current UK rate.

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 return it within 1-2 working days for next working day delivery in the majority of the UK (Please note that this is not guaranteed).

You can see the earliest Booking Date on the front page of our website in the 'Book Now' box. During our busy times this can extend to several weeks ahead.

If it's just a service you need, you can keep riding until you are ready to send your suspension to us. So, for example, if you book for the following Wednesday you can ride the weekend, remove and pack your suspension for collection or despatch on Monday. We do the work on Wednesday and you get it back on Thursday or Friday (UK mainland). Friday jobs are normally delivered on Monday (unless you specify Saturday delivery, which incurrs additional cost).

Please note that if you urgently need your suspension to ride the following weekend then it pays to choose a slot earlier in the week (i.e. Mon-Wed).  While we do our utmost to make sure that jobs booked in for Thursday are returned on Friday, occassionally this isn't possible. If you absolutely must have your suspension by the weekend then please allow enough time!

What if I miss my Booking Date?

If your suspension arrives to us late [after 11am on the Booking day] or it arrives without a booking, then we will aim to service your suspension in the next available slot.  Please note that during busy periods this may delay your service/ return timing.  We'll do our best!

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. 
  • 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. 
  • Fork (single crown): With the crown race still fitted (OK to remove if you prefer). 
  • Fork (double crown): Slide the uppers out of the crowns whilst still on the bike (we don't need the crowns). 

Packing Your Suspension

Please make sure that you clean your suspension removing all traces of mud and dirt before sending it to us. If there are any marks or scratches on your suspension please make a note on your booking form so that we can inspect and advise you accordingly. If your suspension is in pristine condition with no marks or scratches at all that you are aware of then please do also note this on your booking. You may also wish to photograph the condition of your suspension for your own records – we would recommend this practice for any suspension item sent using postal and courier services. Please note that any existing marks or scratches on your suspension will be more evident when it’s been returned to you freshly cleaned. This may mean that you notice imperfections that weren’t previously visible due to the condition of the suspension prior to servicing.

You are responsible fo ensuring that your fork, shock, or seatpost are adequately packed to prevent damage. Please read the instructions below carefully! 

TF Tuned and our couriers accept no responsiblity or liability whatsoever for suspension that is damaged or lost in transit due to poor, inappropriate or inadequate packing.

If you don't have a fork or shock box then please use some cushioning such as bubble wrap, with cardboard on the outside. Customising supermarket boxes is fine, but please don't mummify fork legs with packing tape ... 

Please only use cardboard/ box materials for your packing.  Do not use plastic, fabrics or bubble wrap as an external cover as loose materials can get caught in the moving parts of conveyors/ transportation machinery and courier labels do not adhere correctly. Do not, under any circumstances use plastic boxes or build a box out of wood ...

Please note - if you are using our DPD courier collection or DPD Drop Shop service then your suspension must be packed inside a rigid cardboard box that is rectangular or square. Please do not pack shocks in cylinders (they roll off conveyor belts). The maximum acceptable box dimensions are 100cm x 70cm x 60cm.

In summary:

- your package must have a cardboard outer/ do not use any type of plastic/ fabric material or any form of plastic/ solid wood as the outer wrapping. 

- your box cannot exceed 100cm x 70cm x 60cm

- your package must be square or retangular, do not use cylinders or tubes

Any package that that doesn't meet these criteria will be subject to an additional £30 handling charge levied by DPD that will be added to your final invoice.

Please follow our packing instruction carefully to avoid any additional costs!

Can you arrange collection of my fork/shock?

We offer a DPD Collection and DPD Drop Shop service.  Full details are provided on the service pages and when you create your online booking. 

If you are just sending a shock or seatpost then you may find it more economical to use an alternative carriage service. 

What if I can't print the Service Order Form?

If you booked via the phone and you 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 your booking/ invoice address
  • Contact phone number during working hours (very important - we may need to discuss your service with you)
  • Email address
  • Your weight & style of  riding (e.g. DH, XC, XC trail, Enduro, AM etc)
  • Bike make, model & year
  • Spring rate or air pressure used
  • Brief details of what you want done and any issues you are experiencing with your suspension
How much is return carriage?

All UK Mainland 

  • Forks: £12
  • Shocks and seatposts: £8

Scottish Islands, Isle of Man, Isle of Wight, Northern Ireland

  • Forks £30
  • Shocks and seatposts: £20

Channel Islands, Jersey and Guernsey

  • Forks, shocks and seatposts [all parcels]: £45
How do I pay?

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.

We take card payments by phone or through a secure online payment link that we email to you.

 

Is the package insured?

If you are using our DPD Collection or Drop Shop service then your package is insured.  If you are sending your suspension yourself you will need to arrange your own insurance.

All suspension is returned on a fully insured courier service.

When will I get my suspension back?

All suspension is returned to you using a next day, fully tracked courier service. Timings can vary depending on your postcode location.  

Please note that all deliveries are next working day - Friday despatch is Monday delivery.  

I'm outside the UK, can I book service work?

International and EU Customers

We do not accept service bookings from EU and international customers- sorry!

 

Are you open at the weekends?

No, the workshop is open 9:30-5:00 Monday to Friday, excluding public holidays.  Outside these hours you can book servicing or order parts online using our website www.tftuned.com