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 create more smiles 😊

How do I contact a real person at 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 RideOns team are 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 24-48 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, Shop Pay, Google Pay, Apple Pay, Afterpay, Laybuy and LatitudePay. Like more information on our finance payment options:

• Learn more about Afterpay
• Learn more about Laybuy
  
• Learn more about LatitudePay

Is my item in stock for immediate dispatch?

RideOns.com.au will always try and ensure that accurate, up to date stock levels are reflected in the online store. In the unlikely event that your order is not in stock, you will be notified within 24 hours of your order being received. In this situation, you will be able to choose a replacement product(s) at equal value, or alternatively, request a cancellation of your order, including a full refund. 

We offer Free Delivery ANYWHERE in Australia and 24Hr Fast Dispatch on all our items which means we strive to have you purchase leave our warehouse and arrive to your doorstep as quickly as possible.

Please Note

• We deliver to all Australian mainland postcodes. At this point, we do not offer shipping outside mainland Australia, or Internationally.
• 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,
• 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.

When will I receive my purchase?

The delivery estimates below indicate the normal delivery schedule for most products across the RideOns.com.au website. For metro delivery to:

*Please allow 1-2 additional business days for regional delivery.

Please Note: Corona Virus [COVID-19] Delays.
All our transport partners including Australia Post, Toll, Aramex [formerly Fastway 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. 

How can I track my order?

Within 24 hours of the product(s) you purchased being despatched from our warehouse you will receive an email/sms which indicates which transport partner your consignment is with and a tracking link to review your deliveries progress. *Please allow 24 - 48 hours for our transport partners to activate tracking. You can use the links below to track your purchase. Simply select your transporter from the list below and you will be taken to their tracking portal. Copy and enter your unique tracking ID [provided in your order dispatch confirmation email] to review your consignments progress.

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 prior to dispatch, 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 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've made a mistake?

If you have made a mistake, we will endeavour to correct the order prior to dispatch. We understand that mistakes happen but we will only be able to correct your mistake before the order has dispatched. If you believe an address 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 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.

RideOns.com.au offer a standard 12-month Australian warranty on all the products listed on the website. The warranty period begins on the date of delivery. 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 lodge a warranty claim?

RideOns.com.au uses a fair return and refund process as part of our Warranty policy. You have 48 hours once your item has been delivered to log a warranty claim with us that relates to cosmetic/aesthetic damage. You have 12 months from the date of delivery to log a warranty claim for mechanical failure. To log a warranty claim, please email teamrideons@outlook.com and include:

• Either images that clearly identify the issue, or a short video that clearly displays the fault.
• A copy [screen shot] of your order confirmation email
• Your order number
• The email address used when your product was purchased.

Once we receive your email, we will review the claim and respond ASAP with the best course of action to resolve the issue. We value all our customers and we will always endeavour to resolve any issue promptly and to your satisfaction.

My product has arrived damaged. What should I do?

Always check the product packaging upon delivery if possible and if you believe the product you have purchased is damaged, please decline the delivery. Damage to purchases during transit 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 needs 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 provide a pre-paid label that is applied to the boxed item(s) to be returned, which can then be taken to your nearest Australia Post outlet for return. Please ensure that you take photos of your purchase ready to be returned for your own records and protection. Upon receipt and assessment of your return, we will 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 declined product meets the requirements of our standard warranty policy, we will organize for a replacement product to be sent to you; or if the model you have purchased is 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 10 working days to resolve your warranty claim which excludes the time for a replacement product or parts to be delivered or collected.

Please Note: We recommend that you retain your ride ons' packaging for the duration of the warranty period in the event that you need to return your purchase for a warranty replacement.

Do RideOns.com.au price match?

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

Where does my product 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.

Need more help?

To contact our Customer Support Team, email us at teamrideons@outlook.com

We look forward to assisting you 🙂