Learn to return

Return Policy

At FreeRiderUSA, our goal is to ensure that you always select the right product for your needs. However, you may occasionally receive a product that doesn't work for you. If you need to return an item, please review our Return Policy.

Return Process

1

Call the original seller

Get your invoice number or sales order number ready.

2

Give RA Number

We'll arrange FedEx to pick up your item.

3

Inspection

We'll inspect the return item.

4

Refund

Once we approve, refund will be processed right away.

Please inspect your product upon delivery within 24 hours. If the product is damaged or is not the correct product, please refuse the delivery. If your item was delivered without a signature and is damaged or incorrect, please email to [email protected] and provide the related pictures within 24 hours.

The receiver can inspect quickly before the driver leaves for FR Terrain and FR Apollo Series. The receiver can reschedule the delivery if they don’t have time to do so at the moment of delivery. We will get charged to reschedule the delivery at $350 per time for FR Terrain, FR Apollo series, and FR eBikes.

Once accepted, the following conditions apply: Customers are responsible for the return expenses and use the original packaging and meet the following needs:  

1. Customer must return the product in its original packaging. Customers must return all accessories, the charger, and user manuals included in the product’s box. Customers must request RMA from FreeRider USA within 14 calendar days of receiving the product.
2. Once the RA number has been generated; the return-eligible items must be shipped or picked up within 3 calendar days. The first day is the NEXT calendar day while we provide the RA number to you. FreeRider USA institutes a $25 fee per missed scheduled pickup.
3. All return-eligible items require a 15% restocking fee for returns. ​ If the item shows any visible use or damage or wear;  the item is not refundable.  The e-Bikes have been ridden more than 5.0 miles. FreeRider USA will contact you and ship it back to your original address. You will be responsible for shipping fees to get the item back to you. All returned products require a Return Authorization number.
4. If your return is rejected and you refuse to ship back to you within 7 calendar days of receiving a written rejection notice, we may, in our sole discretion, (a) deem your equipment to have been forfeited and (b) use or dispose of it as we see fit.
5. Your refund would be minus the restocking fee and return freight. The cost of damaged parts would be minus if we inspected after receiving the item.

Return Shipping
Unless FreeRider USA made an error, return freight is the customer's responsibility. We will be happy to help you determine which shipping method to use once you have requested your RA number. We highly recommend insuring larger items for their retail value to protect against shipping damage. Please be sure to carefully follow all return shipping instructions that are included with your Return Authorization number. If an item is returned to the wrong address, FreeRider USA reserves the right to charge for any additional shipping fees associated with shipping the item to the correct location. In addition, if a scheduled pickup with a delivery carrier is missed, FreeRider USA may institute a $25 fee per missed scheduled pickup. Return by original box. If it is lost, there is $200 dollar to the entire Luggie lineup and $600 to the entire FR lineup, and FR e-bikes will be deducted from the refund. Shipping of the new box will be an additional deduction.

Canceled Orders ​
Cancellation is made after the item has shipped. It is subjected to all standard return policies. You must accept delivery, obtain an RA Number and ship the item back to the correct address. If delivery of an item is refused, return shipping costs are deducted from the issued credit and a 15% restocking fee (minimum $35) will apply. FedEx Expres shipping costs will not be credited if delivery is refused.

Credits ​
Once your return is received, FreeRider USA will issue a credit to your original payment method for the purchase. Please allow 1 to 3 business days for your credit to be issued after the item is delivered to our warehouse. If your item is defective or was damaged in shipping, please call your original dealer. We will arrange for the item to be repaired or replaced promptly.

Ineligible items/ services
There are some items and services; however, that are ineligible for return, including:
1. Certified Products
2. Battery
3. Electrical Parts ​
4. Memory Cushions
5. Delivery Fee