Support

RideMart Support

We’re Here to Help

At RideMart, our goal is to make buying and owning an electric bike simple, transparent, and worry-free.

Whether you need help choosing a product, checking an order, arranging pickup, troubleshooting an issue, or submitting a warranty claim, our support team is ready to assist.

Email: support@ridemartshop.com
Phone: [RideMart Support Phone]
Support Hours: Monday–Sunday, 9:00 AM–7:00 PM Pacific Time

Most email inquiries receive a response within 1–2 business days. During holidays, major promotions, or peak seasons, additional response time may be required.

Order Support

Order Processing

Most orders begin processing after payment and order information have been successfully verified.

Processing times may vary depending on:

  • Product availability

  • Warehouse location

  • Assembly requirements

  • Local pickup preparation

  • Payment or identity verification

  • Seasonal order volume

Estimated processing and delivery information will be displayed during checkout or provided in your order confirmation.

Orders placed after business hours, on weekends, or on holidays will begin processing on the next business day.

RideMart reserves the right to delay, cancel, or refund orders that cannot be verified or that are identified as potentially fraudulent.

Order Changes and Cancellations

Contact RideMart Support as soon as possible to request an order change or cancellation.

Please include:

  • Your full name

  • Order number

  • Email address used for the order

  • Product you would like to change

  • Reason for the cancellation or change

We will make every reasonable effort to assist, but changes and cancellations are not guaranteed once an order has entered fulfillment, assembly, or shipment.

If an order has already shipped, it must be handled according to the RideMart Return Policy. Original shipping, delivery, assembly, payment-processing, and related service charges may be non-refundable.

Shipping and Delivery

Shipping Availability

Shipping options, delivery fees, and estimated delivery times are calculated based on the product, destination, warehouse availability, and carrier service.

Certain electric bikes, dirt bikes, oversized products, batteries, and outdoor technology products may have limited delivery areas or require specialized freight service.

Large products cannot be delivered to P.O. boxes or APO/FPO addresses. A valid physical delivery address is required.

Tracking Information

When your order is prepared for shipment, tracking information will be sent to the email address or phone number used during checkout.

Tracking activity may not appear immediately. Carrier information is generally updated after the package has been collected and scanned.

Delivery dates are estimates and are not guaranteed. Weather, carrier delays, address problems, holidays, and other circumstances outside RideMart’s control may affect delivery.

Signature Requirement

High-value products may require an adult signature at delivery.

The carrier may also add a signature requirement based on the destination, package value, or delivery conditions. Once an order is in transit, RideMart may not be able to remove this requirement.

Customers are responsible for being available to receive the shipment or arranging an authorized carrier hold.

Delivery Inspection

Please inspect all packages before accepting delivery whenever possible.

If the carton appears severely damaged:

  1. Photograph the package from multiple angles.

  2. Ask the driver to document the damage.

  3. Do not discard the carton or packaging materials.

  4. Contact RideMart Support immediately.

Shipping damage must be reported within 48 hours of delivery. Claims submitted after this period may be denied by the carrier or manufacturer.

Missing or Damaged Items

For missing parts, incorrect products, or shipping damage, email support@ridemartshop.com with:

  • Order number

  • Product name and model

  • Description of the issue

  • Photos of the shipping carton

  • Photos or video of the product

  • Photo of the shipping label

  • Serial number, when applicable

RideMart will review the information and coordinate with the warehouse, carrier, or manufacturer to determine the appropriate resolution.

Failed or Refused Deliveries

Orders returned because of an incorrect address, refused delivery, missed delivery attempts, or failure to schedule freight delivery may be subject to:

  • Original shipping charges

  • Return shipping charges

  • Carrier storage fees

  • Redelivery fees

  • Restocking fees

These costs may be deducted from any approved refund.

Store Pickup

Select products may be available for pickup at participating RideMart locations.

Pickup orders must be placed and paid for online unless otherwise stated. Please do not travel to the pickup location until you receive a Ready for Pickup confirmation.

A valid government-issued photo ID and the order confirmation may be required.

Only the customer listed on the order or an authorized pickup person may collect the product.

Assembly for Pickup Orders

Assembly availability varies by product and location.

A product is only considered assembled when assembly is specifically included on the product page, selected during checkout, or confirmed in writing by RideMart.

Some products may require final adjustments, tire inflation, handlebar alignment, pedal installation, battery installation, or a professional safety inspection before use.

RideMart locations primarily provide product display, test-ride, pickup, and customer-support services. Repair and maintenance services may not be available at every location.

Returns

15-Day Return Window

Eligible products may be returned within 15 days of delivery or pickup, subject to the conditions below.

To qualify for a standard return, the product must be:

  • Unused and unridden

  • Unmodified

  • Free from damage

  • Complete with all original parts and accessories

  • Packed in the original packaging

  • Accompanied by proof of purchase

  • Approved in advance by RideMart Support

A return authorization is required before sending or bringing back any product. Unauthorized returns may be refused.

To request a return authorization, contact support@ridemartshop.com and include your order number, product information, and reason for the return.

Opened or Assembled Products

Products that have been opened, assembled, test-ridden, registered, charged, modified, or removed from their original packaging may be subject to additional inspection and a restocking fee of up to 20%.

Products showing excessive use, damage, missing components, unauthorized modifications, or improper packaging may receive a reduced refund or may be ineligible for return.

Non-Returnable Items

The following items are generally not eligible for return:

  • Final-sale or clearance products

  • Used helmets and protective equipment

  • Installed electrical components

  • Opened batteries or battery-related products

  • Customized or specially ordered products

  • Gift cards

  • Products damaged through misuse or improper assembly

  • Products without a serial number or identification label

  • Labor, assembly, delivery, and installation services

Defective products are handled under the applicable manufacturer warranty rather than the standard return process.

Return Shipping

Unless the return is caused by a verified RideMart shipping error, the customer is responsible for return shipping and proper packaging.

Original shipping, freight, delivery, assembly, payment-processing, and service fees are non-refundable once the applicable service has been performed.

For electric bikes and oversized products, RideMart may provide a prepaid shipping label. The cost of that label may be deducted from the refund.

Refund Processing

Returned products are inspected before a refund is approved.

Inspection generally takes 5–10 business days after the product is received. Approved refunds are issued to the original payment method.

After RideMart issues the refund, the customer’s bank or payment provider may require additional time to post the funds.

Warranty Support

Manufacturer Warranty

Products sold by RideMart are covered by the applicable manufacturer’s warranty unless a separate RideMart warranty is clearly stated on the product page.

Warranty duration, coverage, exclusions, and available remedies vary by brand and product.

Manufacturer warranties generally cover verified defects in materials or workmanship during normal use. They do not guarantee coverage for every mechanical, electrical, cosmetic, maintenance, or riding-related issue.

RideMart will assist the original purchaser with submitting eligible claims to the manufacturer.

The manufacturer makes the final decision regarding warranty approval and may provide:

  • Replacement parts

  • Technical instructions

  • Repair authorization

  • Product replacement

  • Store credit

  • Another remedy permitted under its warranty

Warranty Exclusions

Warranty coverage generally does not include:

  • Normal wear and tear

  • Flat tires, worn tires, tubes, brake pads, chains, grips, seats, cables, or bearings

  • Cosmetic scratches, paint damage, fading, rust, or corrosion

  • Water damage outside the product’s rated protection level

  • Accidents, crashes, racing, jumping, stunts, abuse, or neglect

  • Commercial or rental use unless specifically authorized

  • Improper assembly, installation, charging, storage, or maintenance

  • Unauthorized repairs or modifications

  • Aftermarket parts that affect product performance

  • Damage caused by exceeding weight, speed, terrain, or usage limitations

  • Lost or stolen products

  • Failure to follow the owner’s manual or safety instructions

Labor, transportation, diagnostic, packaging, and shipping costs are not automatically covered unless specifically approved by RideMart or the manufacturer in writing.

Starting a Warranty Claim

The original purchaser should email support@ridemartshop.com and include:

  1. RideMart order number

  2. Full name and contact information

  3. Product brand, model, and color

  4. Written serial number

  5. Detailed description of the problem

  6. Date the issue began

  7. Clear photos of the complete product

  8. Close-up photos of the affected component

  9. Video showing the problem

For noises, electrical issues, motor problems, display errors, or intermittent failures, a clear video with sound may be required.

Do not remove, repair, replace, or discard the affected component before receiving instructions. Unauthorized repairs may affect warranty eligibility.

Assembly and Maintenance

Electric bikes and outdoor mobility products require regular inspection and maintenance.

Before the first ride, customers should verify that:

  • Handlebars and stem are correctly aligned and tightened

  • Pedals are installed on the correct sides

  • Brakes operate correctly

  • Tires are inflated to the recommended pressure

  • Wheels and axles are secure

  • Battery is properly installed and locked

  • All bolts and fasteners are tightened

  • Lights and electronic controls function correctly

Customers should inspect their product before every ride and arrange periodic maintenance with a qualified technician.

Damage caused by loose fasteners, incorrect pedal installation, insufficient tire pressure, improper charging, or lack of maintenance may not qualify for warranty coverage.

Battery Safety

Only use the charger supplied or specifically approved for your product.

Do not charge a battery that is damaged, swollen, leaking, unusually hot, submerged, or producing an unusual odor.

Charge batteries in a dry, ventilated area away from flammable materials. Do not leave a charging battery unattended for extended periods.

Follow all instructions in the manufacturer’s owner manual regarding charging, storage, temperature, transportation, and disposal.

Contact RideMart Support before shipping or returning any lithium-ion battery. Batteries may require special transportation and cannot always be shipped using standard return services.

Product Use and Local Regulations

Customers are responsible for understanding and following all laws and regulations that apply where the product is operated.

Speed limits, age requirements, helmet rules, registration requirements, permitted riding areas, and classifications may vary by city, county, state, or property.

Some electric dirt bikes, high-powered electric motorcycles, mini bikes, and off-road products are not street legal and may only be used on private property or designated riding areas.

Product specifications do not constitute confirmation that a product is legal for use on public streets, sidewalks, bicycle paths, parks, or trails in every location.

Contact RideMart Support

For faster assistance, include your order number and relevant photos or videos in your first message.

Email: support@ridemartshop.com
Phone: [RideMart Support Phone]
Support Hours: Monday–Sunday, 9:00 AM–7:00 PM Pacific Time

RideMart reserves the right to update this Support Policy as operations, carrier requirements, manufacturer policies, and applicable laws change.

Last Updated: August 4, 2026