What to Check When Your Order ArrivesUpdated 3 hours ago

When a Ridewave order arrives, take a few minutes to inspect the cartons and match the delivery to your order confirmation before assembly. This is particularly important for a bulky e-bike or e-trike shipment.

At the delivery point

Bike and trike deliveries normally require a signature, and the carrier may ask for photo ID. If possible, be present to receive the delivery and check the number of cartons shown on the consignment.

Before opening anything, look for obvious external damage such as a torn carton, crushed corner, puncture, water damage or signs that the box has been heavily mishandled. Take clear photos of the carton, shipping label and any visible damage before moving the product or disposing of packaging.

Do not refuse a delivery without contacting Ridewave first. Refused deliveries can create return freight and handling costs, and may make it harder to resolve the issue promptly.

After opening the cartons

Keep all original cartons, inner packaging and protective materials until you have checked the product and completed assembly. Compare the delivery with your order confirmation and check:

• The model and colour are correct;
• The main carton, frame and visible components show no obvious damage;
• The battery, charger, keys and supplied items are present where applicable;
• Ordered accessories and parts are included; and
• Any separate parcels shown in tracking emails are still in transit rather than missing.

Some orders are shipped in multiple packages. Accessories and parts may travel separately from the main vehicle carton, and you may receive separate tracking emails. Check each tracking link before assuming an item was omitted.

If something is damaged, incorrect or missing

Do not assemble or ride a product with suspected frame, wheel, brake, battery, charger or other safety-critical damage. Take clear photos and, where helpful, a short video showing the issue.

Then contact Ridewave with:

1. Your order number; 2. Photos of the carton, shipping label and affected item; 3. A short description of the issue; and 4. Any relevant tracking links.

Shipping damage is handled through Ridewave’s transit-insurance and freight process, rather than as a standard product warranty claim. We will work with the delivery partner and advise the appropriate next step. Please do not dispose of packaging or arrange repairs before we have reviewed the information.

For a more detailed first-unboxing guide, see Unboxing and Checking Your Delivery in the Getting Started category.

Need help?

For delivery issues, contact Ridewave, call +61 468 095 888, or email [email protected] with your order number and photos.