My Order Arrived Damaged, Incorrect or IncompleteUpdated 5 hours ago
If your Ridewave order arrives damaged, contains the wrong item or appears incomplete, please do not treat it as a standard change-of-mind return. Keep the carton and contents, document what you received and contact us promptly so we can review the correct freight, fulfilment or warranty pathway.
First: make the order safe and document it
Before assembling or using the product:
- Photograph the outer carton, shipping label and any visible damage;
- Take photos or a short video of the affected product or missing/incorrect item;
- Keep all cartons, foam, protective material, accessories and manuals; and
- Check all tracking emails, as parts and accessories can arrive in separate parcels.
Do not assemble or ride a vehicle with suspected damage to the frame, wheels, brakes, battery, charger or other safety-critical part. Do not dispose of packaging or arrange a repair before Ridewave has reviewed the information.
What to send us
Contact Ridewave with:
- your order number;
- the delivery and tracking details;
- clear photos of the carton, label and affected item;
- a short description of what is damaged, incorrect or missing; and
- confirmation of whether the package has been opened or the product assembled.
We will check the order, tracking and available evidence with the relevant delivery partner or fulfilment team. Ridewave manages the carrier conversation for a suspected in-transit loss or damage; you do not need to lodge a courier claim yourself.
If only part of the order has arrived
Many orders include more than one carton. An accessory, part or charger may travel separately from the main e-bike or e-trike shipment and may have its own tracking email. Check every available tracking link before assuming an item is missing.
If the tracking confirms the parcel has been delivered but you cannot locate it, contact us promptly with a screenshot and details of where you have checked. We will investigate the shipment rather than asking you to organise a courier claim alone.
Is it a product fault rather than delivery damage?
If the product appears intact but does not work correctly after safe assembly, submit a Warranty Claim & Repair Request. Include a clear video showing the issue, your order number and model. Please do not arrange third-party repairs or request reimbursement before Ridewave confirms in writing.
Need help?
For delivery-related concerns, contact Ridewave, call +61 468 095 888, or email [email protected] with the requested photos and order details.