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COVID-19 Operations Update

Please read this entire page before emailing or calling. Your question is likely answered here. Thanks!

 SHIPPING

  • Shipping carriers are experiencing delays due to the pandemic. Times in transit are longer than normal and movement on tracking after a label is generated will be delayed. Carrier pickups at our location are inconsistent and capacity controls prevent us from dropping shipments directly at carrier hubs. If your tracking number does not show movement, it is because UPS have not completed their pickup obligations. We do not send tracking via email until your order is on our loading dock, ready for the shipping carrier to pick up. 

  • Order processing for in-stock items is delayed by up to 7 business days. Items labeled "pre-order" are not in stock for immediate shipment.

  • W-Class Pre-Orders
    We are not accepting additional pre-orders on the W-Class ebike at this time due to extraordinary manufacturing delays. We do not expect to receive any additional inventory until 2021 season.
    Pre-orders can be cancelled for a full refund at any time if desired with no penalty, email info@arielrider.com with your order number. Our customer support team does not have any additional information about availability.
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  • Our office is currently closed to visitors. In-person pickup of orders is not possible. Please order online for delivery to your home or business.

RETURNS

CUSTOMER SUPPORT

Currently we're receiving 4 times more calls than we can answer. We encourage you to send us and email at info@arielrider.com for product related inquiries and support@arielrider.com for product support related inquiries.

Most of the answers to the commonly asked questions can be found in our Help Center, kindly check this page before contacting us.

STOCK STATUS

  • If an item has an "Add to cart" button it is in stock

  • If an item has a "Pre-Order" button it is not in stock. Order now to reserve your place in line and we'll ship when it arrives. The date shown is our best estimate of when we expect to have stock at our HQ, not of delivery to you.

  • If an item says "Sold Out" we do not have it in stock and have no firm ETA. Enter your email address in the stock alert box to be notified when more arrive.

  • Our customer support team does not have any additional ETA information beyond what is shown on the website.

CUSTOMER SUPPORT

  • Please don't leave duplicate voicemail or email messages. These impact our ability to serve both you and other customers in a timely fashion.

  • We will respond to your original inquiry in the order received and haven't forgotten about you.
     

HOW WE ARE PROTECTING YOU

  1. We have limited access to our building to essential employees.

  2. Our limited staff is practicing social distancing, wearing masks full time, and regular handwashing.

  3. Each employee uses a dedicated computer, pallet jack, and picking cart to minimize cross-contamination.
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