Help Centre

First time here?

We get it, you have questions. Below you will find answers to the most frequently asked questions to ensure that you are comfortable to proceed with your purchase. Please also see our return and privacy policies. For any question that is not covered by the answers below, please contact us and someone from the RideOns.com.au team will contact you within 24 hours. We want to make sure that you have a great experience with us, tell your friends and keep coming back to check out our monster deals.

 

Frequently Asked Questions:

How do I contact a person a RideOns.com.au?
We have real people working hard behind the scenes to ensure you experience with our store is positive and efficient. If you would like to contact us, please send us an email using our request form on our contact us page. The contact details are also listed below. The team is Melbourne based but as an online retailer, we will contact all customers via email for questions and follow up.

Via email:  teamrideons@outlook.com

Office Hours:   9am to 5pm AEST, Monday through Friday.

Our Support Hours:  24x7. We promise to reply to all enquiries within 48 hours

 

How can I pay for my purchase?
At present, you can purchase an item on www.RideOns.com.au using the following methods:

Visa, Mastercard, AMEX, Paypal, Afterpay and Laybuy.

If you have not used Afterpay before, please click here. 

 

Is my item is in stock?
RideOns.com.au will always try and ensure that accurate, up to date stock levels are reflected in the store. In the unlikely event that your order is not in stock, you will be notified within 48 hours of your order being received. In this situation, you will be able to choose a replacement product or products at equal value, or alternatively, request a cancellation of your order, including a full refund. 

 

What are my Delivery options?
We deliver to all Australian mainland postcodes except for the very few exceptions listed below. 

At this point, we do not offer shipping outside mainland Australia or Internationally..

Delivery to ALL postcodes except: TAS (7151), SA (5701), NSW (2641,2717, 2831, 2898, 2899), QLD (4184, 4421, 4450-4499, 4680, 4700-4805, 9920-9959, 4806-4899, 4900-4999, 9960-9999), WA & NT (all postcodes)

Please note that RideOns.com.au cannot deliver to PO Box. For your order to be processed successfully, you must provide a residential mailing address. We ask that you double check your address details during checkout as we do not accept responsibility for shipping details that have been updated incorrectly,

Please note that RideOns.com.au do not offer a collection or pick-up service and does not accept payment upon delivery. All of the available payment options will be made clear during the checkout process.

 

How long will it take to deliver my purchase? Can I track it online? Who will deliver it?
Your order should be dispatched within 48 hours of your payment being approved. RideOns.com.au will provide an email with your package tracking number within 24 hours of your purchase being dispatched.

Standard Delivery Times are listed below:

Delivery Location

Standard Delivery Time

VIC

3-5 Working Days

NSW, QLD, SA TAS & ACT

4-8 Working Days

WA & NT

7-12 Working Days

RideOns.com.au delivers using Australia post, registered couriers and other delivery services.
If you require a signature upon delivery, please include this requirement within the notes section when placing your order. While some items are delivered without a signature, most will require a signature for delivery.

Please Note: Corona Virus [COVID-19] Delays.
All our transport partners including Australia Post, Toll, FastAway Couriers, and third-party associates are experiencing sporadic delays. This is due to localised depot closures, changes to transit routes and a reduction in active assets and personnel. We are working with our transport partners [where possible] to streamline deliveries and mitigate delays. Due to the uncontrollable nature of such delays, we are unable to provide a refund due to an extended delivery timeframe. We understand these delays are frustrating and appreciate your understanding and patience. 

 

Can I cancel my order?
After your order has been submitted, we are unable to accept a return or cancellation. In rare circumstances, we will endeavour to provide a credit for you to use on another purchase from RideOns.com.au. This option is not available for orders that have already shipped. If you would like to request a cancel with credit, please follow the steps below:

Step 1 – Send an email to teamrideons@outlook.com Please include:

  1. Email Subject Header: Cancel with Credit
  2. Order Number
  3. First Name & Last Name

Step 2 – RideOns.com.au will confirm your shipping status and respond to your email request within 24-48 hours of receiving your email request. RideOns.com.au will confirm if we can offer you a credit or whether the order has already shipped.

 

Can I update the details of my order if I make a mistake?
If you have made a mistake, we will endeavour to correct the order prior to its shipping. We understand that mistakes happen but we will only be able to correct your mistake before the order has shipped. If you realize a mistake has been made, please follow the steps below:

Step 1 – Send an email to teamrideons@outlook.com Please include:

  1. Email Subject Header: HELP - Change to my RideOns.com.au Order
  2. Order Number
  3. First Name & Last Name

Step 2 – RideOns.com.au will confirm your shipping status and respond to your email request within 24-48 hours of receiving your email request. RideOns.com.au will confirm if we can update your order details or whether due to shipping status, this is no longer a possibility,.

 

 

What is RideOns.com.au Warranty Policy?
RideOns.com.au offer a standard 12 month warranty on all items sold from the purchase date. Our standard warranty does not cover the following:

- Abnormal or commercial use of the product 
- Third party damage to product
- Fading due to direct sunlight
- Incorrect installation or assembly, failure to follow instructions
- Warranty is not transferrable to another party 
- Damage to people, or other property due to incorrect installation of your product

PLEASE NOTE: Subject to change without notice. By purchasing from RideOns.com.au, you agree to our warranty policy.

 

How do I log a Warranty Claim?
RideOns.com.au uses a fair return and refund process as part of our Warranty policy. You have 24 hours once your items has been delivered to log a warranty claim with us.

We want you to return to our store so we will always endeavour to resolve an issue to your satisfaction. Always check the product packaging upon delivery if possible and if you believe it is damaged, decline delivery. Damage to purchases will be addressed following either Process A or B below, depending on whether you have accepted or declined delivery of your order.

Process A – Warranty Claim where delivery has been accepted:

  1. Record evidence of the damage. We suggest photos and video if possible
  2. Send an email to teamrideons@outlook.com including the following details
  • Email Subject Line: Warranty Claim Request (Item was delivered)
  • Order Number
  • First & Last Name: 
  • Email Address for correspondence 
  • Warranty Claim Details with evidence attached
  1. We will review your warranty claim.
  2. If we deem that the product is damaged and need to be retuned, we will send you a return pre-paid envelope suitable for the product(s) you have purchased. For larger products, we will organize for a courier to collect the item from your nominated address. Please ensure that you take photos of your purchase ready to be returned for your own records and protection. We will also organize for a new product to be sent to you or if unavailable a full refund of your damaged item(s) order value. All communication will occur via email.
  3. If we deem that the product does not meet the standard warranty claim requirements, we will close your warranty claim and communicate to you via email accordingly.

Process B – Warranty Claim where delivery was declined

  1. Send an email to teamrideons@outlook.com including the following details
  • Email Subject Line: Warranty Claim Request (Delivery was declined)
  • Order Number
  • First & Last Name: 
  • Email Address for correspondence 
  • Warranty Claim Details with evidence attached
  1. We will review your warranty claim.
  2. If we deem that the product is meets the requirements of our standard warranty policy, we will also organize for a new product to be sent to you or if unavailable a full refund of your damaged item(s) order value. All communication will occur via email.
  3. If we deem that the product does not meet the standard warranty claim requirements, we will close your warranty claim and communicate to you via email accordingly. We will organize to reship the product back to your nominated residential address.

Under either process A or B, RideOns.com.au will respond to your request for warranty claim within 48 Business Hours of receiving your request. It may take up to 7 working days to resolve your warranty claim which excludes the time for a replacement product or parts to be delivered or collected.

 

Does RideOns.com.au price match or offer price protection?
RideOns.com.au does not price match or offer price protection at this time

 

Where do my products come from?
All products sold on RideOns.com.au are sourced from local distributors in Australia. In some instances, these distributors will be responsible for shipping the product to your nominated residential address, upon confirmation by RideOns.com.au to do so.

 

If you have any other questions please contact the RideOns.com.au team using the form below and we will get back to you ASAP.