Frequently Asked Questions

Shipping and returns

WHAT IS YOUR EXCHANGE PROCESS?

Want a different colour or need a different size? We have a 30 day exchange policy for orders (as new condition), so email us as soon as possible at info@explorethousandanz.com. 

You can use the box your helmet came in to ship back to us. Be sure to cover the original shipping label with your return label or a piece of paper.

WHAT IS YOUR RETURN PROCESS?

We have a 30 day return policy for orders. You must email us at info@explorethousandanz.com to put in a return request within 30 days of delivery. Once we approve your request, you’ll receive instructions on how to return the product. When we receive your return in our warehouse, we will issue a refund, which should process within 5-10 business days.

You can use the box your helmet came in to ship back to us. Be sure to cover the original shipping label with your return label or a piece of paper.

I NEED TO CHANGE OR UPDATE MY ORDER. WHAT DO I DO?

Please reach out to us immediately at info@explorethousandanz.com and we’ll be happy to update your order, change your address, etc. Please note that changes cannot be made once the order has already shipped.

Helmet care

HOW DO I KEEP MY HELMET LOOKING GOOD?

You can clean your helmet’s exterior shell, interior pads, and fit system with mild soap and water, but don’t submerge it.

HOW SHOULD I STORE THE HELMET?

We recommend keeping your helmet out of direct sunlight and in a dry, temperate place. To avoid heat damage, don’t store your helmet in a dark vehicle or near a heat source.

HOW OFTEN SHOULD A HELMET BE REPLACED?

The general recommendation is to replace your helmet every 3 years. If you’re ever in an accident and the helmet was impacted, replace it immediately.

MY POPLOCK FELL OFF!

Please email us at info@explorethousandanz.com for more information.

Anti-theft guarantee and accident replacement

If your Thousand helmet is stolen, please send us a Police report and we will replace your helmet with a new Thousand helmet.

If your Thousand helmet is involved in an accident (we really hope not), please send us a picture of the damaged helmet and we'll send you a replacement Thousand helmet.

Depending on what stock levels we have at the time, we may not be able to supply the exact colour you need, however we will do our best to supply a colour that is close to what you had.

This offer is available at the discression of staff and the availability of stock in Australia. We reserve the right to end this offer at any point in the future.

General questions

I STILL HAVE MORE QUESTIONS

Please send us an email at info@explorethousandanz.com with your questions. We will do everything we can to help!

What is the inside of the helmet like?

Our helmets feature 3 interior cooling channels that run from front to back. For comfort and fit, they also feature removable liners, making them easier to wash.

What safety standards do Thousand Helmets meet?

In Australia and New Zealand: Certified for Australian and New Zealand Standard, AS/NZS 2063:2008 — Bicycle helmets.

In the US: CPSC and ASTM F1492 certified for bicycling, roller and in-line skating, kick scooter riding, long-boarding, and skateboarding.

In Europe: EN 1078 certified for bicycling, skateboarding, and roller skating. Our helmets' certifications also cover e-bicycles and e-skateboards (outside of the Netherlands).

How do I get the right fit?

A snug fit is key to making sure your helmet keeps you safe. Be sure to adjust the straps so that they fit comfortably under your chin. If the helmet is too loose, turn the dial clockwise on the fit system in the back to tighten. If it’s too tight, turn the dial counterclockwise to loosen. Your helmet should not move back and forth or side to side when it’s properly fitted.

Check out our fit guide.

Can I exchange my helmet?

Want a different colour or need a different size? We have a 30 day exchange policy for orders (as new condition), so email us as soon as possible at info@explorethousandanz.com. 

Does the helmet come with a warranty?

Our helmets have a 1 year limited warranty. Restrictions apply. For more details about the warranty head here.

What is the Poplock?

The PopLock is the removable magnetic logo on the back right of the helmet. Pop it out, throw your bike lock through it, and you can conveniently and securely lock your helmet to your bike so you don’t have to take it with you everywhere you go.

Will the Poplock fit my lock?

The PopLock is 1” in diameter and is designed to fit the majority of locks on the market (U-locks, chain locks, and cable locks).

What if my helmet is stolen?

If your Thousand helmet is stolen, please send us a Police report and we will replace your helmet with a new Thousand helmet.

If your Thousand helmet is involved in an accident (we really hope not), please send us a picture of the damaged helmet and we'll send you a replacement Thousand helmet.

Depending on what stock levels we have at the time, we may not be able to supply the exact colour you need, however we will do our best to supply a colour that is close to what you had.

This offer is available at the discression of staff and the availability of stock in Australia. We reserve the right to end this offer at any point in the future.