Why an Order May Arrive in Multiple PackagesUpdated 3 hours ago

It is normal for a Ridewave order to arrive in more than one package. An e-bike or e-trike, its battery or charger, and accessories such as baskets, racks, mirrors or locks can require separate cartons or travel with different carriers.

Why are items sent separately?

The safest and most practical shipping method depends on the item. Large vehicle cartons are usually handled by a bulky-freight carrier, while smaller parts and accessories may travel with another delivery service. Sending items separately can protect the contents, meet carrier handling requirements and allow available accessories to leave sooner.

This means that an accessory parcel may arrive before the main e-bike or e-trike, or the vehicle carton may arrive first. Separate delivery dates do not automatically mean that an item is missing.

How to check your shipments

1. Review your Ridewave fulfilment and tracking emails. If items are shipped separately, you should receive a separate tracking email for each shipment. 2. Check the order confirmation against the items you have received. 3. Use the tracking links to see whether another carton is still in transit. 4. Keep the main carton and packaging until you have checked the full order and completed assembly.

You can also visit the order-tracking page if you have the relevant order or tracking information.

If you believe something is missing

Please do not assume a missing item is lost until you have checked every tracking email. If you cannot find a second tracking link, or the final parcel appears delayed, contact Ridewave with:

• Your order number;
• The item you believe is missing;
• The tracking links or tracking numbers you have received; and
• A clear photo of the delivered cartons and labels if helpful.

We will check the shipment records and follow up with the relevant carrier where needed. If a parcel is confirmed lost or damaged in transit, Ridewave will manage the delivery-partner process and arrange the appropriate next step.

Need help?

Contact Ridewave, call +61 468 095 888, or email [email protected] with your order number.