FAQ

Frequently Asked Questions

Repairs, Care & Maintenance

How much to change my tyres?

Not all scooters are made equally, so we often have to quote first. As a base rate, we charge $60 for 30 minutes of labour, plus parts to replace a tyre and/or tube. Some scooters can take longer due to how they are made with farings and accessories. Some can take over an hour to replace a tube.

Do I need a booking for repairs and how do I make one?

We encourage our customers to make bookings so we can carry out repairs in a timely manner, especially during busy periods. To make a booking for repairs, you can either call us on +61 0755 221 847 or send through an email with the following information:
Your full name
Contact number
Product details such as brand, name and model information (if available)
Summary of the issue
Preferred workshop location and your availability (days/dates)
We'll get back to you at the earliest.

What is the turn around for most repairs?

For minor repairs like tyres and tubes, we try our best to have them completed within 24 hours. Other repairs which include diagnostics and ordering parts may take longer.  

Do you fix Dragon Scooters?

Yes, we do fix the Dragon brand. Unfortunately we cannot always obtain all the spare parts for Dragon scooters. However, our mechanics can advise on what parts we can obtain when diagnosing.

Do you service all brands?

We service all of the brands we sell along with an additional few depending upon the availability of parts. For more detailed information you can call us on +61 0755 221 847 or get in touch with us via email.

Why is my repair taking long?

Some repairs may take more than 48 hours due to several factors such as stock and staff availability. The best way to find out the exact ETA of your repairs is to contact us.

Why can't the Burleigh store fix my tyre in 1 day?

In our smaller stores like Burleigh Heads, we don’t have the ability to have extra mechanics for same day tyre repairs. We encourage our customers to come to one of our larger stores for same day tyre repairs, such as Southport store at 14 Olympic Cct.  

What is the turnaround for most repairs?

For minor repairs like tyres and tubes, we try our best to have them completed within 24 hours. Other repairs like diagnosing may take longer depending on if parts need to be ordered.  

I got my flat tyre fixed 1-5 days ago, why is it flat again?

Flat tyres can occur unexpectedly, often at inconvenient times. They are commonly caused by debris found on roads and sidewalks. Our priority is to identify the cause of the flat tyre and provide you with preventive measures. If the flat tyre is attributed to a product fault that we installed, we will replace it at no cost to you.

How do I book a service?

You can call us on 0755221847 or send us an email with the preferred days, closest location, full ame, contact number, name/brand of model and summary of what is happening or needs to be repaired

Which brake pads should I order for my ebike/escooter?

Not all brands and models of ebikes and escooter use the same brake pads/brakes. It is best practice to make a note of the brake system brand specific to your device. If you don't have this information, you can show one of our technicians or mechanic a picture of the brake pads and/or caliper so we can assist you.

I need to speak to a technician, do I need to visit a store or can I have a chat over the phone?

Our technicians and mechanics maybe available on call subject to workload. Even so, without a physical inspection, they would only be able to offer limited advice. Therefore, we encourage our customers to visit our store/workshop for comphrensive diagnostics and advice based on the same.

What size tyres/tubes do I need for ebikes/escooters?

We can often guess the correct size you need just by the brand of the scooter and tyre. To get the exact tyre or tube you need, please note all the sizes and numbers on the side of the tyre. Also, take note of the shape and size of the valve. A picture will help us find the correct item you need.  

Do the Smartmotion, VSett and Zero Chargers work on all ebike/escooter brands?A

An industry standard for chargers does not exist. It is very important to get the correct charger for the application. Please note the type of charging port, the voltage of the battery and the capacity of the battery. Without this information, we are unable to supply the correct charger.

Warranty

How do I submit a warranty?

The warranty claim form can be found on our website under "warranty claim"

How long will it take for my warranty claim to be processed?

It can take between 1-60 days for decisions to be made regarding warrant claims, depending on the complexity of the repairs needed amongst other factors.

Shipping & Delivery 

Why is my order not delivered?

A shipment in transit may take an additional 1-2 business days before it is delivered.

How do I track my order?

You can track your order via Auspost or Tfmxpress incase the courier site isn't working.

The shipment is taking longer than the ETA on the website. 

The estimated time of arrival as an approximate timeframe determined on the basis of several factors. Please do not worry if your shipment is delayed, we aim to fulfill all deliveries at the earliest. However, if its taking unusually long for your shipment to arrive, you can contact us for further information.  

Payment, Security & Permissions 

Is your security check a scam?

Absolutely not. It is company policy to perform security checks for order over $499 so as to protect our customers against fraud.

Why has some of the money I paid while placing my order been refunded into my account?

It is standard procedure for us to refund a small amount on orders valued over $499 as a part of our security check process. Please contact us when you receive a refund, so we can clear off the check.

If I place an order on call, will it take longer for my order to be confirmed?

For orders placed on call, the mode of payment is bank transfers. Bank transfers can take up to 5 business days to clear and accordingly change the timeline of order confirmation. The process is significantly faster for orders placed in store or online, if you want a quicker turnaround.

 Can I pay over the phone for an order?

You can pay for orders valued at $50 or less over the phone.

Feedback

I want to speak to the boss. 

Sure. When you contact us please ask for the store manager.

I want to make a complaint. 

You may make a comlplaint by sending across an email addressed to the store manager.

Dealer Support

I am a dealer in need of technical help, who should I contact?

You can ring our workshop on 07 55221847 to speak to a technician.

Test Rides 

Where can I test ride?

Test rides are available in our stores during opening hours. Please note, some stores may not have a full range of stock available.

Contact Information

Is it possible to speak to a specific team member, particularly Trevor?

To speak to Trevor or another specific member of the Ride Electric team, you may call us on 07 55221847 or send us an email with your name and phone number to customerservice@rideelectric.com.au so your preferred team member can get in touch with you at the earliest.

What is the Brisbane Store's phone number?

07 48981099

Escooter Service Stations Near Me 

NSW

PEDL
Address: 11 Gibbons St, Redfern NSW 2016
Phone: (02) 9171 7860

WA

Eazybikes
Address: Unit 1/12 Farall Rd, Midvale WA 6056
Phone: (08)6270 450

Tiny Wheels
Address: 14 Rosie Pl, Altona Vic 3018
Phone: 0468494335

The Electric Bike Company
Address: 182 Winton Rd, Joondalup WA 6027
Phone: (08)93074647

SA

The Compound ADL
Address: Unit /37 Bremen Dr, Salisbury South SA 5106
Phone: 081828771

TAS

Extreme Agencies
Address: 5/8 Trotter Ln, Prospect TAS 7250
Phone: (03)63435532

Smartmotion Bikes Service Station Near Me

Where can I get my Smartmotion Bike fixed?

You can enter your postcode here to find a spot near you.

Ebike Error Code

What is the error code on my ebike and how can I fix it?

Each brand has their own error code system to help diagnose the issue. Not all error codes are straight forward as they are often just indicators of a specific issue. While we may be able to offer some assistance over the phone or by email, we are unable to offer technical advice on the more complex issues. In such a case, we will do our best to direct you to your closest technician.

Escooter Error Code

What is the error code on my escooter and how can I fix it?

Each brand has their own error code system to help diagnose the issue. Not all error codes are straight forward as they are often just indicators of a specific issue. While we may be able to offer some assistance over the phone or by email, we are unable to offer technical advice on the more complex issues. In such a case, we will do our best to direct you to your closest technician.

Unlock Ebike Speed 

How do I unlock speed on my ebike?

The speed of your ebike has been restricted to meet Australian standards. Limits can be removed for private property use. We can provide the necessary information to remove the limit. Our technicians are unable to remove the limit in store and can only offer advice on how to.

Unlock Escooter Speed

How do I unlock speed on my escooter?

The speed of your escooter has been restricted in accordance with Australian laws. Limits can be removed for private property use. We can provide the necessary information to remove the limit but our technicians are unable to remove the limit in store and can only offer advice on how to do so.

Riding Escooters In The Rain

What to do if your escooter is not switching on after riding in the rain?

We highly recommend placing the escooter in a safe place away from flammable items. Do not attempt to charge it and seek advice from our technicians so they can walk you through the next steps.

Sold out items

The item I want has been sold out for a while and I want to know when it will be available for purchase.

Due to supply chain challenges, some items stocked on the website maybe temporarily unavailable. To be notified when it is back in stock, just click the "email when available" button on the product information page. We'll send you an email as soon as its back.

Surrons

Do you sell Surrons?

Surrons are available on special orders. A 20% deposit of the order value is required for the special order to be placed and confirmed.