Customer service is a top priority for us at E-Ride and Roll. We will do our best to fulfill your expectations and concerns. We believe in treating our customers the way we want to be treated.
E-Ride and Roll is an authorized dealer and distributor for all the brands and products sold on this website. All of our products are covered by the manufacturer’s return/refund policies and warranty policies. Our policies must coincide with our suppliers and we must abide by the manufacturer's return and refund policies.
For a majority of our products, our return policy for GO TRAX Products is up to 14 days. Please read the return policy that applies to the product you select. It is located under the “RETURN POLICY” tab on the product page.
GO TRAX RETURN POLICY
Eligibility Dates
Domestic (U.S.) Customers
Products purchased through an authorized retailer must follow the return policies of the retailer and cannot be returned to GOTRAX directly. Products purchased through our website are subject to the terms and conditions below:
RETURNS AND CANCELLATIONS
Returning Products within 14 Days of delivery: Any product purchased can be returned within 14 days for a refund to the original method of payment. The customer will be responsible for return shipping costs. GOTRAX DOES NOT PROVIDE RETURN SHIPPING LABELS FOR BUYERS Remorse.
If an item arrives defective, GOTRAX will exchange it for a working product and provide a return shipping label for the defective product at no cost to the customer. GOTRAX will not provide return shipping labels for Electric bikes, but will provide free shipping on the replacement parts to fix any damaged electric bike within 14 days of purchase.
Returns will not be accepted for any products that show abnormal wear & tear or physical damage. This also includes missing parts or accessories sold with the product.
Follow these steps to return products within 14 days of delivery:
- Click Here to fill out a Return Request Form.
- Pack the Product in original packaging or sturdy box to ensure the Product will be returned without damage. For original packaging, this must include the styrofoam inserts.
- Once we receive and inspect the Product, we will process the refund within 2 to 3 business days.
Items Returned while in Transit: If you wish to cancel your order after it has already been processed, please contact us to let us know.
In some situations, the product may end up being delivered after the cancellation request. If that is the case, it is the buyer's responsibility to ship and return the product back to our warehouse.
Items Damaged in Transit: If your item arrived damaged, please submit a claim through Route. If you did not purchase route shipping insurance please make a damaged package claim with UPS https://www.ups.com/us/en/support/file-a-claim.page Damaged or missing package claims must be filed within 7 days of delivery date
Tracking your package
Using the tracking number provided in your order confirmation email you can check the status of your delivery with the carrier. Please see our Shipping Restrictions below for more information.
Shipping restrictions
GOTRAX.com will not accept product or product part orders being shipped to Canada, Puerto Rico, Hawaii or Alaska.
P.O. boxes
GOTRAX can not ship to a U.S. Postal Service post office box. Please provide an actual street address.
APO/FPO addresses
GOTRAX cannot ship to APO/FPO addresses.
Commercial mail boxes
GOTRAX cannot ship to a commercial mailbox similar to a Mail Boxes Etc®. Please provide an actual street address.
Undeliverable packages
When the carrier returns these undeliverable packages to us we issue a full refund excluding shipping charges. Please allow 30 days for refund to your credit card account.
These undeliverable packages will not be reshipped. A new order must be placed for the item. Please review our Address Accuracy tips above before placing another order.
The decision to label a shipment as undeliverable is made by the carrier usually for one of the following reasons:
Incorrect address
If an address is incorrect or incomplete the package will be returned by the carrier. Please be careful when entering your address and proof read it for any mistakes before submitting your order. Customers are responsible for entering the correct shipping address.
Refused by recipient
If you are placing an order to send as a gift it may be refused by a recipient who is not expecting to receive a gift. You may want to let the recipient know that they should be expecting a surprise.
E-Ride and Roll Return Terms
- To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging.
- Returns may be requested by sending an email to info@e-rideandroll.com with your order number (unless you choose to directly contact the manufacturer yourself).
- If your return is accepted, we’ll send you instructions on how and where to send your package.
- Items sent back to us without first requesting a return will not be accepted.
- We do not charge restocking fees, but if our supplier does, this fee will be passed on to you. Supplier restocking fees vary from zero to 30% and can be viewed on the product pages.
- If the return is for personal reasons, a 5% fee will be charged to cover our administration costs and merchant processing fees.
- If your order has shipped, you will be responsible for actual return shipping charges.
- Original shipping charges included in the purchase price of the product are non-refundable.
- We will refund the product price minus the applicable fees and charges.
- Refunds will be credited to the same payment method used when the original purchase was made.
- Please allow 5-10 business days for the refund to be processed once the item is delivered back to us.
Additional Information
- It is the customer's responsibility to return the merchandise in a new resalable condition. Refunds are only issued after returned items have been received and inspected.
- If a returned item gets damaged during transportation, it is the customer's responsibility to file the claim with the carrier. No refund can be issued in this case.
- Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
- If you are approved, then your refund will be processed, and a credit will be automatically applied to the original method of payment.
Cancellations
- All cancelled orders are subject to a 5% cancellation fee.
- This fee covers administration costs and costs from our credit card processing company. Whenever we refund an order, we are not refunded our merchant card processing fees.
- If your order has not been shipped yet, this is the only fee you will incur.
- If your order has been shipped, the standard return procedure applies and more fees will apply like original shipping costs, return shipping costs, and restocking fees, if any. We do not charge restocking fees, we only pass them on from our supplier.
Damages
Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it when signing for delivery. If your item(s) do arrive damaged, please send photos to support@e-rideandroll.com and we will process an insurance claim on your behalf.
Defective Merchandise
All of our products are covered by their manufacturer’s warranty policies. The warranty information for each product can be found under the "WARRANTY" tab on the product page. Please let us know if you discover any manufacturer's defects and we will help you get the appropriate parts or replace the product.
Exchanges
We do not offer exchanges. If you’d like a different item (different size / color / model, etc.) you will need to cancel or return the initial order and place a new order.
Contact Us
Have a question? Please contact us:
E-mail: info@e-rideandroll.com
Call: 617-863-7433