Service Bookings Terms & Conditions
Service Bookings and Workshop Terms
Booking Requirements
All service jobs or items sent to NSDynamics must be booked in via the 'Book Service' link on the NSDynamics website with all required details provided. If a printer is not available, a handwritten note including the RA/Booking Number, customer name, and contact information must be included with the parcel. NSDynamics is not responsible for items received without a confirmed booking or without identifying contact or booking details.
Warranty Assessment Bookings
All warranty assessment items must be booked through the NSDynamics website with full details, and must include a physical copy of the original purchase receipt. Warranty items sent without a copy of the original purchase receipt will not be processed until suitable documentation is received. In the absence of this documentation, the item may be processed as a standard paid service or repair. This documentation is mandatory for all warranty claims and no exceptions will be made.
Postage to NSDynamics may be covered in cases where NSDynamics has supplied the product or service and a clear fault is present. NSDynamics does not cover postage fees for warranty claims involving items purchased through other vendors. Any requests for reimbursement must be directed through the original point of sale.
Authorised Contact and Communication
NSDynamics does not communicate with multiple parties regarding the same service job. All communication, payment processing, approvals, technical discussions, updates, and return shipping arrangements will be handled solely with the individual, bike shop, or dealer who submits the booking. If a shop submits a job on behalf of a customer, NSDynamics will not deal directly with that customer or any other third party. The name, contact details, and return address provided at the time of booking constitute the only authorised point of contact for the entirety of the service process, and NSDynamics will not redirect communication, invoices, payment requests, tracking information, or the serviced item to any other person or address. It is the responsibility of the submitting party to ensure the details supplied are correct and accurately reflect who NSDynamics is authorised to liaise with.
Incoming Freight and Delivery
Free express return freight is included for all full Factory and Hyperformance service types. It does not apply to basic repairs or minor services.
Items sent to NSDynamics remain the responsibility of the sender until received and checked in at the workshop. Tracking from the freight provider can be used to estimate arrival. NSDynamics will not send arrival confirmation unless the parcel has been damaged in transit or arrives incomplete. Communication will only be made if additional repair parts are needed, or once the service is complete.
Turnaround Times and Status Updates
Customers are advised to use tracked and insured freight to monitor arrival time. Please do not contact NSDynamics for updates unless the item has been with NSDynamics for more than 24 hours past than the standard 1–3 (76 hour) business day turnaround time. Requests for updates on items received less than 96 hours ago (4 business days) may not be responded to. If tracking confirms delivery more than 4 business days ago and no contact has been made, customers are welcome to follow up.
Transit Damage and Packaging
NSDynamics accepts no responsibility for any damage to items in transit. All parcels should be appropriately insured by the sender. Items with loose parts, including axles, mounting hardware, or spacers, must have these components removed before shipping. NSDynamics is not responsible for any parts lost in transit or misplaced due to poor packaging.
Payment and Return Freight
Service jobs and sales items will only be dispatched once full payment has been received and confirmed. All outgoing shipments are sent via express freight using either AusPost or Couriers Please, depending on the delivery address.
All items dispatched from NSDynamics are covered by freight insurance. In the unlikely event an item is lost or damaged in transit, it will be replaced with a similar item of equal value where possible. Any suspected loss or damage must be reported immediately, and photo evidence must be supplied in cases of visible damage.
NSDynamics has no control over freight transit times. Express freight is used in all cases to minimise delays, but external factors may impact actual delivery time. If a parcel has not arrived within 5 business days of its expected delivery date, customers should contact NSDynamics for assistance.
Non-Serviceable Items
Items assessed and found to be non-serviceable or beyond repair may be returned at the customer’s expense or disposed of by NSDynamics. NSDynamics reserves the right to decline service on any item if required parts are unavailable or the model is known to be unreliable or problematic.
Uncollected and Abandoned Items
Items placed on hold due to unavailable parts, pending customer approval, requested replacement parts, additional repair costs, or any other required customer action will be held by NSDynamics for a maximum of 3 months from the date of the last contact or update request. If no approval, instruction, payment, return request, or other clear action is received within this period, the item may be treated as abandoned.
After 3 months, NSDynamics reserves the right to dispose of the item without further notice. This applies whether the item is repaired, unrepaired, partially disassembled, non-functional, or awaiting parts or customer approval. Customers who do not wish to proceed with repairs remain responsible for requesting return of the item and paying any applicable inspection, labour, reassembly, or return freight costs before the 3-month holding period expires.
NSDynamics 90-Day Workmanship Warranty
Warranty Coverage
A 3-month (90-day) NSDynamics Workmanship Warranty is included with all full services. This warranty covers faults that arise from standard service-related parts or procedures, including seals, o-rings and other service kit components that may occasionally prove defective or fail prematurely despite passing normal post-service workshop inspection and testing. If a problem occurs within 90 days and is determined by NSDynamics to be directly related to the service performed or a service-related component supplied during that service, NSDynamics will reassess and repair the item.
Fixed Warranty Period
The 90-day period is fixed from the date the service is completed and is not extended according to kilometres ridden, riding hours, frequency of use, whether the suspension is fitted to a primary or secondary bike, periods during which the bike is not ridden, storage time, weather, injury, travel, seasonal use, or any other circumstance affecting how frequently the item is used. Suspension components continue to age, settle, migrate lubricant, experience pressure cycles and remain exposed to environmental conditions regardless of an individual rider's claimed use. NSDynamics cannot retrospectively verify statements regarding how often an item has or has not been ridden, and the workmanship warranty therefore operates for a defined period of time rather than an indefinite amount of claimed use.
Reported Symptoms and Initial Leakage
The existence of a leak, noise, change in feel, loss of lubrication, pressure change or other reported symptom does not by itself establish a workmanship fault. Minor lubricant residue or initial purging around seals can occur following servicing, including within the first rides, and may be a normal consequence of fresh lubrication, seal bedding, excess assembly lubricant or normal suspension operation. Whether any reported condition constitutes a workmanship issue is determined by the nature of the symptom, its severity, the component involved, the condition of the suspension and, where necessary, inspection by NSDynamics.
Workmanship Warranty Assessment
Customers who believe an issue may relate to an NSDynamics service should contact NSDynamics before disassembling, cleaning, internally adjusting, repairing or servicing the item. Where possible, clear photographs or video showing the issue in its existing condition should be supplied. NSDynamics may request further information, photographs, video, service history, operating information or return of the item for inspection before determining whether the issue falls within the workmanship warranty.
Subsequent Disassembly or Third-Party Servicing
Any internal disassembly, servicing, modification, repair or other internal work performed by the customer, another workshop, bike shop, mechanic or third party after the NSDynamics service will void any remaining NSDynamics workmanship warranty relating to that service. Once an item has been opened, cleaned, altered or subsequently serviced, NSDynamics can no longer verify its condition as supplied, the quantity or location of lubricants or fluids beforehand, the source of contamination or leakage, whether internal components have been moved or altered, or whether subsequent work has contributed to the reported condition.
A customer's or third party's description of what was allegedly found after disassembly cannot be independently verified by NSDynamics and will not be treated as equivalent to an inspection of the item in its original post-service condition. Customers who wish NSDynamics to assess a suspected workmanship issue must therefore give NSDynamics the opportunity to inspect the item before subsequent internal work is carried out.
Lubricant and Fluid Migration
Lubricants, grease and suspension fluids do not necessarily remain in the same location or quantity throughout a service interval. During normal operation they may migrate, coat internal surfaces, become distributed throughout bushings and seals, enter other areas of an assembly, purge in small quantities, or otherwise change from their original post-service distribution. The amount of free lubricant or fluid observed during a later disassembly does not by itself establish the quantity originally installed or the condition of the suspension immediately after servicing.
Service Methods and Professional Workshop Assessment
NSDynamics may use service procedures, lubricant quantities, component preparation methods, assembly methods, settings or other technical practices that differ from nominal manufacturer workshop specifications where this is technically justified and, in the professional judgement of NSDynamics technicians, is considered appropriate, improved or optimal for the particular component, known model behaviour, reliability, performance, service life or intended application.
Service and assessment decisions are based on manufacturer technical information where applicable, component condition, known model-specific behaviour, historical failure patterns, workshop testing and extensive professional servicing experience. NSDynamics technicians have collectively serviced more than 35,000 suspension units. Recommendations, technical decisions and service methods may therefore also reflect accumulated workshop experience that extends beyond nominal published service procedures.
Scope of Workmanship Warranty
This warranty only applies to issues directly related to the service itself — for example, the failure of seals, o-rings, or service kit components. Failures unrelated to the service, such as a snapped damper shaft or worn hard parts, are not covered.
Component Condition, Wear and Latent Defects
A completed service does not represent or guarantee that every component within the suspension unit is new, unworn, free from fatigue, free from manufacturing defects or incapable of future failure. Unless specifically included within the booked work, components are assessed only to the extent reasonably necessary to complete the requested service and identify issues reasonably apparent during inspection.
Some defects may be latent, intermittent or not reasonably detectable during normal inspection and workshop testing. This may include internal material defects, fatigue, microscopic damage, developing cracks, intermittent cartridge faults, manufacturing defects, bonding failures, structural issues, or wear that has not yet progressed sufficiently to be identified during servicing. Subsequent failure of such a component does not by itself indicate that the previous service was defective.
Intermittent or Non-Reproducible Faults
Faults described by a customer may also depend on riding load, terrain, temperature, contamination, impact, frame movement, installation, setup or other operating conditions that cannot necessarily be reproduced in the workshop. Where a reported fault cannot be reproduced, observed or otherwise reasonably identified during assessment, NSDynamics may return the item without additional repair or recommend further use, monitoring or testing.
Complete Bicycle, Installation and External Factors
Suspension components also operate as part of a larger mechanical system. Performance or symptoms attributed to a fork or rear shock may originate from, or be affected by, other parts of the bicycle. In particular, rear shock behaviour can be influenced substantially by frame design, leverage ratio, linkage condition, bearing condition, hardware tolerances, mounting alignment, frame flex, lateral loading, shock yoke design, progression and other aspects of frame kinematics. Fork behaviour may similarly be affected by headset condition, axle alignment, brake mounting, wheel condition, chassis loading and installation.
NSDynamics servicing or repairing an individual suspension component does not constitute an assessment or guarantee of the condition, design or operation of the complete bicycle or the mechanical system in which that suspension component operates. A reported symptom that appears to involve a serviced suspension component may therefore require assessment of the complete bicycle or associated components before its cause can be established.
Subsequent Component Failure
Repair or replacement of one worn, damaged or defective component does not constitute a representation that every other component within the suspension assembly is in equivalent condition or will provide the same remaining service life. Suspension units contain numerous seals, sliding surfaces, shafts, bushings, valves, pistons, springs, fasteners and structural components that accumulate wear differently. Failure of one component can also expose, accelerate or make apparent wear elsewhere that was previously not evident.
Additional Parts, Labour and Reassessment
Where additional parts or labour are required beyond the booked service, NSDynamics will generally contact the submitting party for approval before proceeding. Service pricing does not include unforeseen hard parts, structural components, damage, excessive wear or additional repairs unless specifically stated. Where required work is declined, the customer remains responsible for applicable inspection, labour, reassembly and return freight charges.
Where an item is returned as a suspected NSDynamics workmanship-warranty claim and inspection determines that the reported issue is unrelated to the previous service, normal inspection, labour, parts and freight charges may apply. NSDynamics will advise the customer before undertaking additional chargeable repair work beyond that reasonably necessary to assess the reported issue.
Where NSDynamics confirms that an issue is directly covered by the NSDynamics workmanship warranty, NSDynamics will rectify the covered service-related fault without charging additional labour for that rectification. Where the issue is found to be unrelated to NSDynamics workmanship or covered service-related components, freight, inspection, parts and labour remain the responsibility of the customer.
Damage Following Subsequent Work
Damage caused or contributed to by incorrect disassembly, servicing, adjustment, cleaning, tool use, modification, installation or reassembly by the customer or another party is not covered by the NSDynamics workmanship warranty.
NSDynamics is not responsible for damage, abnormal operation or performance issues caused by work carried out after the serviced item leaves NSDynamics, including incorrect installation, mounting, torque, hardware selection, axle installation, brake installation, headset installation, frame alignment, shock mounting, cable routing or other work performed on the bicycle or suspension by another party.
Rider Setup and Adjustable Settings
Rider setup and externally or internally adjustable settings are not workmanship faults unless NSDynamics specifically agreed to provide and document a particular setup as part of the service. This includes air pressure, spring rate, preload, rebound, compression damping, volume spacers, progression settings and other rider-adjustable parameters. Recommended settings are starting points only and may require adjustment according to rider weight, terrain, bicycle design and personal preference.
Service Intervals and Riding Conditions
Suspension service intervals vary substantially according to riding hours, riding conditions, dust, mud, water exposure, cleaning practices, storage, contamination, temperature, component design and individual use. Published service intervals are generally maximum or indicative intervals rather than a guarantee that every component will remain in identical condition until that interval is reached. Suspension used in harsh conditions may require servicing significantly earlier.
The presence of dirt, water ingress, lubricant degradation, contaminated foam rings, dry internal surfaces, wear or other service-related deterioration within the 90-day period does not by itself establish defective workmanship. Components used in severe conditions or subjected to frequent riding, pressure washing, heavy contamination, water crossings or other adverse conditions may require maintenance considerably sooner than components used under lighter conditions.
Condition at Time of Assessment
Warranty assessment is based on the condition of the item when it is presented to NSDynamics, together with available service records, photographs, video and other supporting information. NSDynamics cannot retrospectively verify conditions that have been changed, cleaned, dismantled, repaired, serviced or otherwise removed before assessment.
Warranty Exclusions
This warranty does not apply to:
Hard parts unless failure is caused by the service itself
Components already damaged or excessively worn
Latent defects, material fatigue, manufacturing defects or pre-existing damage that was not reasonably apparent during the original service
Suspension with ongoing or unresolved issues that are not linked to serviceable components
Products using second-hand or reconditioned replacement parts
Damage or wear from normal use
Damage caused by improper use or neglect
Damage caused or contributed to by subsequent servicing, disassembly, internal adjustment, modification or repair by the customer or any third party
Damage or performance issues resulting from incorrect installation, setup or adjustment after leaving NSDynamics
Wear, contamination or deterioration resulting from riding conditions, environmental exposure or maintenance requirements
Issues arising from other components of the bicycle, frame design, mounting hardware, linkage condition, bearings, alignment or bicycle kinematics
Some older, discontinued, or historically problematic models may not be eligible for the 3-month workmanship warranty. If so, NSDynamics will provide service notes outlining the reason.
Service Pricing, Inspection and Additional Workshop Charges
Inspection and Reassembly Fees
A minimum inspection fee of $35 applies to all jobs assessed and found to be non-serviceable. This fee does not include reassembly. In some cases, reassembly may not be possible due to the item’s condition. A $60 labour fee applies for any job that is disassembled and reassembled at the customer’s request, regardless of condition.
Service Pricing
All service pricing listed on the NSDynamics website or quoted before or during servicing is an estimate only. Most jobs will fall within standard pricing, but costs may vary depending on findings during inspection.
Booking Form Use
The NSDynamics 'Book Service' form is not to be used for enquiries or service questions. It is intended only for confirmed service bookings.
Return Packaging
If a suspension item arrives in packaging that is unsuitable for safe return shipping, NSDynamics may use a heavy-duty branded box and add a $5 fee to the final invoice. Customers are encouraged to retain and reuse this box for future bookings.
NSDynamics Return (Inwards) Postage Labels
Using the Returns Portal
NSDynamics offers discounted AusPost express return postage labels for all incoming service or repair jobs. These labels can be generated via the NSDynamics Returns Portal and paid for online using a card. Payment is made directly to AusPost and not received by NSDynamics. As the service is hosted by AusPost, NSDynamics cannot issue refunds or assist with cancelling unused labels.
This system allows customers to access NSDynamics’ express postage rates, typically around $16.10 from anywhere in Australia (rate may vary depending on location).
The Returns Portal provides either a printable label or a barcode to be scanned at any eligible AusPost location. Tracking information is provided so customers can monitor the parcel in transit.
Incoming Label Costs and Insurance
The return label only covers shipping to NSDynamics and is paid for by the customer. Return freight back to the customer is free for full service types (Factory or Hyperformance), but not for basic jobs or minor repairs.
Parcels sent via this method include insurance for a minimum value of $100. Customers who wish to insure their item for a higher amount must arrange this directly with their local AusPost outlet.
Tracking, Loss and Transit Damage
As NSDynamics is not the sender and does not manage the payment, NSDynamics is not responsible for tracking, damage, or compensation relating to parcels sent using the Returns Portal. Customers must retain a lodgement receipt to file a claim with AusPost in the event the parcel is lost or damaged.
If a parcel arrives damaged, NSDynamics will notify the customer immediately so they can begin the claims process with AusPost.
More information is available via AusPost’s Returns Portal Terms and Conditions page. Further details about NSDynamics servicing policies can be found on this page and the general Terms and Conditions page.