Shipping FAQs
Q: Can I change my order once it is placed?
A: We will always help if we can, and we have worked hard to streamline our processes so you receive your order as quickly as possible, which we know is important to you. Once you have placed your order, changes to the product ordered, order cancellation or changes to delivery addresses are not always possible, and we cannot guarantee we can assist if the order is too far along the dispatch timeline.
Q: Is this item in stock?
A: All items that are listed on our site are in stock, in our warehouse. If for any reason we have an issue fulfilling your order we will contact you immediately.
Q: Can I pick up my order from your store?
A: We do not offer pickup, we are on online business only.
Q: How much does shipping cost?
A: For orders over $129 we offer free shipping to any Australian address by Regular Australia Post. Orders under $129 are charged at a flat rate or $13.95.
We also offer express post which is calculated at checkout based on the cubic weight of the total order.
All orders to New Zealand have a flat rate of AUD$15 for under 3kg, and over 3kg is AUD $25,using Australia Post International shipping.
Q: Do you ship to International Destinations?
A: We ship to New Zealand but currently do not sell to any other destinations outside Australia.
Q: How long will it take to receive my order?
A: We dispatch orders within 2-3 working days from receiving your order (excluding large sales events such as Black Friday, or other sale periods). Orders are dispatched from Metro Melbourne postcode 3194. We ask that you PLEASE check the Australia Post website for delivery times from Metro Melbourne to your postcode.
https://auspost.com.au/parcels-mail/calculate-postage-delivery-times/#/
Once products leave our warehouse the delivery carrier becomes responsible for any delivery updates, and we cannot help to chase/ fast track your package.
Q: Do you send a tracking link?
A: Yes, we send a tracking link via SMS. If you get a pending tracking ID in your shipping confirmation email or text, please give it some time (12-24 hours) for it to show in the Australia Post system.
Q: What if I am not home when my order is delivered?
A: If you choose to have your parcel delivered to your home address, and are not home to take delivery: Australia post MAY take it to the local post office for you to pick up, HOWEVER, they are also authorised to 'leave in a safe area', they do not need a signature. If you choose to deliver to an address that generally has no one home, and your parcel goes missing, we will request a Proof of Delivery from Aus Post, but we are NOT responsible for replacing a parcel that has been delivered to an unmanned address. We strongly suggest you opt to deliver to a business address if you cannot be home to take delivery.
Q: Do you deliver to PO Boxes or Parcel lockers?
A: We do ship to PO Boxes. We do not recommend Parcel lockers, as they are generally NOT large enough to accommodate scooter purchases. If you choose to send to a parcel locker, it is most likely to be redirected to your local post office, and Aus Post will likely NOT update you of this. We have no control over this, and any 'parcel locker' delays, or missing products are out of our control.
Q: Do you charge Goods and Services Tax?
A: GST (Goods and Services Tax) is included in the product price you see on our website if browsing from Australian IP address. If you order from a New Zealand based IP address, you will not be charged the GST component of the price, and you will see this in the checkout when you enter your NZ shipping address.
Q: What is the warranty on my purchase?
A: All products are covered under Australian warranty for hardware failure, usually between 12 and 24 months from date of purchase. If you have a warranty issue please email orders@wheelsandmotion.com.au and include Proof of Purchase and Images of the warranty issue and overall images of the product. We may request more images of the product and damage if we cannot confidently verify the condition of your item. Please see more detail here https://www.wheelsandmotion.com.au/warranty/
Q: Something is missing from my order
We carefully pick, pack and check each order. If you discover any item missing from an order please contact us within 48 hours of receiving your order by email to orders@wheelsandmotion.com.au
Q: What payment methods do you accept?
A: Visa/ Mastercard/ AfterPay/ ApplePay/ Google Pay/ Klarna.
Q: How can I contact you?
A: Please email us at orders@wheelsandmotion.com.au or use the “text us’ button on the bottom right hand side of the website.