Shipping & Delivery

All bike deliveries need a signature upon arrival. If no one is available at the delivery address when the order arrives, the customer may be charged a redelivery fee.

We strongly recommend purchasing shipping insurance for an additional $100 when buying high-value items like ebikes from us. This insurance covers items valued up to $5,000 at checkout and provides peace of mind, significantly reducing potential risks during transit. Please note that damages incurred during shipping are not covered by Ridewave Bikes' warranty. However, you can file a claim with the shipping company, and we're here to assist you with any issues related to damaged goods upon arrival. Selecting shipping insurance ensures a smoother experience and protects your investment.

Ridwave Bikes is committed to processing and shipping as many orders as possible on the same day they are placed, as long as they are received by noon, Monday through Friday. Please note that orders are not shipped on weekends or public holidays. While we aim for same-day dispatch, this cannot be guaranteed for every order.

Additionally, we do not guarantee specific delivery times, and any shipping delays that occur after the package has been collected by the courier are beyond our control. If your order does not arrive within 14 business days, please reach out to us at hello@ridewavebikes.com with your order number for assistance.

Note: Products requiring return for repairs must be securely packed for shipment. It's the buyer's responsibility to ensure proper packaging for this return. Ridewave Bikes does not cover any damages that occur during shipping.

We ship orders on weekdays, ensuring that our customers receive their purchases in a timely manner. For customers located in Victoria (VIC), delivery typically takes between 3 to 5 business days. However, for those residing outside of Victoria, the delivery timeframe is usually between 6 to 12 business days. It’s important to note that during peak periods, such as holidays or promotional events, shipping times may be extended, so we appreciate your understanding and patience as we work hard to get your orders to you as quickly as possible.

If you’d like, you can pick up your order for free at our Melbourne VIC Centre! Plus, we offer a complimentary assembly service for all Ridewave Bikes when you collect in person. Just let our team know in advance if you need assistance with assembly!

Most orders must be shipped to a residential address or the customer’s workplace, as we commonly do not deliver to P.O. boxes, parcel lockers, storage units, vacant lots, public areas, or unattended locations, unless prior arrangements are made with our team.

For the best experience, we recommend shipping to an address where someone is available to receive the package. If that's not feasible, consider asking a friend, family member, or your local bike shop to accept and assemble your order on your behalf. Please note that a signature is required upon delivery, and items will not be left at doorsteps for security reasons. If you miss the delivery, there may be a re-delivery fee. Thank you for your understanding!

If you receive packages that are broken or damaged, please be sure to take photographs and request that the courier agent document and sign a description of the damages. In the event of product damage or loss during shipment, the customer may need to assist the seller in completing a claim application in accordance with the courier's required documentation.

All products are shipped in secure packaging. Certain items, like bikes, come 85% assembled and may need professional assembly before use. Please note that improper assembly could void your warranty.

Please confirm that your shipping information is correct and ensure that someone will be present at your address to sign for the delivery. Once your order has been shipped, we are unable to cover any re-delivery fees. If additional return costs arise due to unavailability or an incorrect address, those expenses will be passed on to you.

• Melbourne HQ Pickup and In-Store Assembly: Free of charge
• Re-Delivery Fee for Missed Deliveries: Determined by quotes from the courier company
• Shipping Insurance up to $5000: For an additional $100 AUD, you can secure coverage against loss or damage during transit, available at checkout.
• Remote Location or Islands Surcharge: If your order incurs a surcharge, we will contact you with the details, allowing you to decide whether to proceed with the order or cancel it.

Return shipping costs and packaging are typically not covered unless authorized or if the return is due to a defect in Ridewave Bikes. We’re here to assist you throughout the return process to ensure a smooth experience, so don’t hesitate to reach out for help!

Please note that orders may experience delays during major public holidays. For Christmas deliveries, we recommend placing orders by December 1st to ensure timely arrival. While we aim for prompt shipping, please understand that some factors are beyond our control, and we can't guarantee specific delivery dates. We encourage you to visit our Melbourne and Sydney warehouses or local dealer stores for immediate purchases and to explore our full range of products in person!

All Ridewave Bikes products are dispatched via a courier service unless stated otherwise. Please note that Ridewave Bikes cannot be held responsible for the actions or performance of external couriers or delivery partners, as our control diminishes once the order has been picked up. This includes, but is not limited to:

• Couriers leaving packages in unsafe locations
• Couriers delivering to incorrect addresses or recipients
• Delays in delivery
• Lack of notification regarding estimated delivery times

While such incidents are extremely rare, Ridewave Bikes is committed to assisting in resolving the situation should it occur.

All products are shipped from Ridewave Bikes' warehouses in Melbourne, VIC, or Sydney, NSW. Shipments are determined by the customer's proximity to the nearest location and the availability of the product.

Customers will receive a tracking link once their orders have been fulfilled. Please allow up to 24 hours for the link to arrive on business days, and up to 48 hours if the order is placed on a weekend or public holiday.
Additionally, we do not guarantee specific delivery times, and any shipping delays that occur after the package has been collected by the courier are beyond our control. If your order does not arrive within 14 business days, please reach out to us at hello@ridewavebikes.com with your order number for assistance.

Once an order has been dispatched, Ridewave Bikes is unable to change, modify, or cancel it. We also do not offer price matching; instead, our focus is on delivering exceptional service and support. Consequently, we cannot issue refunds or discounts after purchase if a customer discovers the same product at a lower price elsewhere.

Customers can return their order to the nearest Ridewave Bikes warehouse at their own expense within 14 days of purchase, as long as the products are unopened, unused, and undamaged. Once Ridewave Bikes receives and verifies that the entire order is in its original condition, a full refund will be processed, excluding the return shipping fee, a restocking fee, and any charges from payment processors. For return arrangements, please contact hello@ridewavebikes.com.

Please refer to the Returns Policy & Product Exchange Policy for more information on returning or exchanging a product. 

Orders containing lithium batteries cannot be shipped by air due to safety regulations. Furthermore, due to the size and increased shipping costs of our products, most items do not qualify for air shipping. We generally offer Express Shipping only for eligible items if customers specifically request it and agree to the additional charges.

While Ridewave Bikes aims to fulfill every order as promptly as possible, there may be instances where this isn't feasible. Potential exceptions include:

• Customer order timing (e.g., public holidays, weekends, courier cutoff times)
• Factors beyond our control, such as shipping delays, customs issues, courier problems, or missing orders
• Pre-orders, which can vary significantly due to dependencies on customs and delivery to our warehouse, as well as order delays.
• Other circumstances outside our control

Ridewave Bikes is not liable for orders that are delayed or undelivered, and we do not provide refunds or compensation in such cases. The following circumstances are specifically excluded from coverage, including but not limited to:

• The customer’s unavailability at the time of delivery.
• A designated third party's inability to collect the item or failure to pass the product to the customer.
• Changes made by the customer to the delivery address.
• Instructions from the customer for the delivery partner to return at a later time.
• Any issues that arise with the delivery partner or courier after the order has been dispatched.

Customers must present proof of ID upon request from the delivery partner before receiving their order. This policy is designed to prevent orders from being intercepted by unauthorized individuals, ensuring security for both our customers and Ridewave Bikes. If a customer is unable to provide ID, the order may be canceled. In such instances, a full refund will be issued, excluding the return delivery fee, restocking fee, and any charges incurred by Ridewave Bikes from the original payment method, once all items have been returned to a Ridewave Bikes warehouse.

At times, our Ridewave Bikes ordering system may automatically place orders on hold if they are flagged as high risk for fraud. This measure is in place to protect our customers from credit card fraud. Several factors can trigger this action, and as the system is mostly automated, our support team might not always be able to explain why a hold was placed.

If you believe your order has been incorrectly placed on hold, please contact us as soon as possible. You may need to provide photo identification or proof of ownership for the payment method used. Rest assured, we will continue to hold your order while we verify this information. In the meantime, our team will reach out to you via phone or email if we do not receive any updates regarding identity verification. We appreciate your understanding and cooperation.

If an order remains on hold for 30 days without successful communication with the purchaser or completion of verification, we will cancel and refund the order. Please note that we may require customers to make payments via direct deposit or through third-party services like PayPal, Afterpay, or ZipPay.

Ridewave Bikes takes credit card fraud very seriously, and any offenders will be reported to the appropriate authorities. Thank you for your cooperation.

Ridewave Bikes reserves the right to change, modify, amend, or replace any part of this shipping policy, including its applications, inclusions, and exclusions at any time without any notice.

Return shipping costs and packaging are typically not covered unless authorized or if the return is due to a defect in Ridewave Bikes. We’re here to assist you throughout the return process to ensure a smooth experience, so don’t hesitate to reach out for help!

Customers can reach out to us via phone, email, or live chat during our business hours if they have any concerns regarding their order. At Ridewave Bikes, we are committed to doing everything we can to assist them.