Shipping/Order Management FAQs
Order Status & Tracking
Q: How will I know my order has shipped?
A: Once your order ships, we’ll send you an email with a tracking number so you can keep an eye on your package’s journey. We ship within 2 business days. At Rad Power Bikes, we do not process or ship orders on Saturdays or Sundays. Any orders placed after business hours on Friday or during the weekend will be processed on the next available business day.
Q: How can I tell who is shipping my order by the tracking number?
A: Great question! The tracking number can tell you which carrier is handling your shipment:
- FedEx: Tracking numbers will always start with a number (e.g., 1234 5678 9012).
- Seko: Tracking numbers will begin with RAD (e.g., RAD1234567).
By looking at the beginning of your tracking number, you'll easily know whether it's FedEx or Seko handling your delivery. If you're unsure or need assistance, feel free to reach out to us!
Q: Where is my order?
A: We’re always working to get your order to you as quickly as possible! Here’s what to expect once your order is placed:
If you ever have any questions or need assistance, feel free to reach out to our Customer Support team!
Q: Why hasn’t my tracking number updated?
A: It may take up to 7 business days for the carrier's tracking system to update after we’ve sent you the tracking number. While this can be frustrating, we assure you that your order is on the move, and the issue typically resolves much sooner than that. To save yourself time, we recommend waiting the full 7 business days before reaching out to our support team for an update.
If your order has already had its initial scan and has not moved in 7 or more days, please reach out to our team to request an update.
Q: How can I request a specific delivery date or time, or add shipping instructions?
A: If you need your order delivered on a specific date or at a particular time, you may be able to use the
FedEx Delivery Manager tool after your order has been scanned into their system. Please note that while FedEx strives to accommodate special requests, they can’t always guarantee them.
For Seko shipments, we recommend reaching out to the Home Delivery hotline for your options. (866) 268-5263
Q: How can I make sure my order arrives safely?
A: To ensure the safe delivery of your order, please check the tracking number regularly, and confirm the delivery address is correct. If you live in a high-traffic area or know you won’t be home to receive the package, consider using FedEx's hold at location service.
Address Changes
Q: How do I request an address change?
A: We understand that life happens, and sometimes plans change! Here’s what you need to know about updating your shipping address:
If your order hasn’t shipped yet: Contact our Customer Support team as soon as possible, and we’ll do our best to assist you. Unfortunately, we can't approve address changes to a different state or province.
If your order has already shipped: Once your order departs our warehouse, we are very limited in modifying your order, including the address to which it will be delivered.
- For FedEx shipments, your options once your order has shipped are limited to requesting a vacation hold or a hold for pickup service. Otherwise, contact our Customer Support team to see what options may be available. Link: FedEx Delivery Manager
- For Seko shipments, we recommend reaching out to the US Home Delivery hotline: (866) 268-5263
No guarantees. While we will make our best effort to assist, orders cannot typically be modified once they have been placed.
Delivery Issues
Q: What should I do if my item says it’s delivered, but I didn’t receive it?
A: First, check around your home—look in areas you might not normally check, like bushes, side doors, garages, or carports. You might also want to check with neighbors to see if the package was delivered to the wrong address. If you still can't locate it, please reach out to our Support Team.
Q: What if my order was stolen?
A: If you believe your order was stolen, please contact our Support Team as soon as possible so we can review your options. We recommend taking the following steps:
- File a police report for the stolen item.
- Contact your renters or homeowners insurance to file a claim.
Q: I received the wrong item. What are my next steps?
A: Please send a photo of the item you received, the box it arrived in, and the packing slip to our Support team. We will look into your concern right away!
Order Cancellations & Modifications
Q: Can I cancel or modify my order after placing it?
A: Unfortunately, once an order is placed, we are unable to modify or cancel it. However, we recommend reaching out to our Customer Support team as soon as possible to explore any available options. If your order hasn’t shipped yet, we may be able to assist in finding a solution.
Q: What if I accidentally placed the wrong order or need to change something?
A: While we can't modify or cancel an order once it's been placed, we suggest contacting us right away to check if there’s a possibility to address the issue. We’ll do our best to find a solution, including guiding you through a return once the order has arrived if necessary.
Q: Where can I find these policies in your Terms of Purchase?
A: To view our Cancellation and Returns policy, refer to section 7 of our Terms of Purchase, located here:
To view our Shipping policy, refer to section 4 of our Terms of Purchase, located here:
Shipping Policy
Q: How much does shipping cost?
A: Review the details below to learn about our shipping costs:
Contiguous U.S.:
- Bike Orders: Free shipping for bikes and accessories/parts purchased with a bike, except Hollywood Racks vehicle racks.
- Hollywood Racks: $30 oversized shipping fee per rack.
- Accessory & Part Orders (No Bike):
- Orders under $150: $10 shipping fee.
- Orders $150 or more: Free shipping (excludes oversized items like Hollywood Racks).
Alaska & Hawaii:
- Bike Orders: $149 shipping per bike. Accessories and parts included in the bike order ship free, except:
- Hollywood Racks: $30 oversized shipping fee per rack.
- Batteries: $49 special handling fee per battery.
- Accessory & Part Orders (No Bike):
- Orders under $150: $29 shipping fee.
- Orders $150 or more: Free shipping (excludes oversized items like Hollywood Racks).
Canada:
- Bike Orders: Free shipping for bikes and accessories/parts purchased with a bike, except Hollywood Racks vehicle racks.
- Hollywood Racks: $30 CAD oversized shipping fee per rack.
- Accessory & Part Orders (No Bike):
- Orders under $150 CAD: $10 CAD shipping fee.
- Orders $150 CAD or more: Free shipping (excludes oversized items like Hollywood Racks).
- Select postal codes in remote areas: $79 CAD shipping fee per bike. Accessories/parts included in bike orders are covered by this fee, except:
- Hollywood Racks: $30 CAD oversized shipping fee per rack.
- Accessory & Part Orders in Remote Areas:
- Orders under $150 CAD: $39 CAD shipping fee.
- Orders $150 CAD or more: Free shipping (excludes oversized items like Hollywood Racks).
View our Help Center guide on Canadian Shipping Exceptions here:
Q: Who will be shipping my order?
A: At Rad Power Bikes, we take care to package your bike and accessories for safe and easy transport. Depending on your order, shipping may be handled by one of the following carriers:
- FedEx Ground: Used for most ebike and accessory shipments.
- UPS: Occasionally used for accessories and parts in designated regions.
- Seko: Utilized for some U.S. ebike orders.
We cannot modify or select which carrier will deliver your order.
Note: Seko Scheduled Deliveries
Some U.S. orders may ship via Seko, which could require a scheduled delivery time. Make sure your contact information (email and phone number) is up-to-date when placing your order so Seko can reach you if they need to. Seko can be reached at (866) 268-5263. If there’s an issue with your delivery and they can’t contact you, your order may be returned to us.
Returns:
Q: How long do I have to request a return after delivery?
A: You have 30 days from the date of delivery to request a return. We aim to make the process as easy as possible for you.
Q: How can I initiate a return?
A: To get started with your return, please visit our
How to Request a Return guide in our Help Center, where you'll find step-by-step instructions to help you through the process.
Best Buy Purchases
Q: I purchased my bike through Best Buy and have questions about my order.
