Frequently asked questions
Delivery
How long will it take before you ship my order?
Orders are typically shipped within 5-10 business days. Once shipped, delivery times vary based on your location.
Can I change my shipping/delivery address?
To change your shipping address, please contact us promptly at our website webchat. We will assist you in updating your address before the order is dispatched.
How can I track my order?
After your order is shipped, you will receive an email with tracking information. You can use this information to monitor your order's status.
My delivery is missing an item. What should I do?
If an item is missing from your delivery, please contact us immediately at web chat on Veloz. We will investigate the issue and arrange for the missing item to be sent to you.
Can I choose which courier my parcel will be delivered with?
We select the most reliable courier service based on your location. Specific courier preferences cannot be accommodated.
How long does delivery take once the order has been shipped?
Delivery times vary depending on your location. For metro areas, delivery typically takes 5-10 business days. For remote locations, it may take longer.
When will my item ship?
Items are shipped within 5-10 business days after your order is placed. You will receive a shipping confirmation email once your order has been dispatched.
Why did my order not arrive together?
If your order contains multiple items, they may be shipped separately to ensure timely delivery. You will receive separate tracking information for each shipment.
 How much is the delivery fee?
- Orders under $500: $20 flat rate Australia-wide.
- Orders to non-metro areas: Shipping fees range from $50 to $150, depending on the postcode.
- Orders over 30 kg: Shipping fees range from $150 to $250.
- Electric Motorbikes: $450 flat rate Australia-wide.
- Remote locations: Extra charges apply; please contact us before purchase.
Return
Can I cancel my order after placing it?
Once the order is placed, it cannot be easily cancelled. However, if the request is made quickly, we can check if cancellation is possible. Please contact us immediately if needed.
How do I return a faulty item?
If you receive a faulty item, please contact our customer support team to report the issue. If the fault is due to a manufacturer's defect, we will arrange for a replacement or repairs as per the warranty policy.
When will I receive my refund?
After we receive your returned item and it has been inspected, we will send an email confirming receipt and whether your refund is approved. Refunds will be processed to your original payment method within a few days.
What is your policy on returns for change of mind?
You may return an item within 7 days of receiving it if you change your mind, provided the product is unused, in its original packaging, and you cover the return shipping costs. Please ensure to provide the receipt or proof of purchase.
My item is faulty, but I don't want a refund. What are my options?
If the item is faulty and you don't want a refund, you can request a replacement or repairs. Please contact our support team to discuss the options available.
What is your warranty policy?
We provide a 2-year warranty on the frame against manufacturing faults and a 1-year warranty on the electric parts. Warranty terms apply for each specific product.
How do I initiate a warranty claim?
To initiate a warranty claim, contact our support team and provide details about the fault. We will assist in diagnosing the issue, and if it's covered under warranty, we will ship out the replacement part.
Are there any items that cannot be returned?
Certain items cannot be returned, including gift cards, downloadable software, and some health and personal care products. For a complete list, please refer to our Return Policy.
Do I need a receipt to process a return?
Yes, a receipt or proof of purchase is required to process a return. Please keep your purchase receipt for reference when making a return.
Who should I contact if I have questions about returns?
For any questions regarding returns, please contact our Veloz website web chat. Our team will be happy to assist you.
Payment
What payment methods does Veloz Electric accept?
We accept major credit cards, PayPal, and other secure payment options. You can select your preferred payment method at checkout.
Why won’t my coupon code work?
If your coupon code isn't working, please ensure that it is correctly entered, valid, and not expired. Some discounts may have conditions, such as minimum purchase amounts or exclusions on certain items.
Can I split my payment?
Currently, we only accept full payments at checkout. We do not offer the option to split payments into installments.
Do your prices include GST?
Yes, all prices on our website are inclusive of GST (Goods and Services Tax). The breakdown will be visible at checkout.
Did my order go through?
After placing your order, you will receive an order confirmation email. If you don't receive it, please check your spam folder or contact us for confirmation.
My payment is not going through. What should I do?
Please check your payment details and ensure your card is enabled for online transactions. If the issue persists, try using a different card or payment method.
I have issues checking out. What should I do?
If you face issues during checkout, please clear your browser’s cache and cookies, or try a different browser. If problems persist, contact us on web chat for assistance.
Can I pay for a presale order when it arrives?
Pre-sale orders must be paid for at the time of purchase. We do not offer payment on delivery for pre-sale items.
My preorder hasn’t arrived yet. What can I do?
If your pre-order is delayed, please contact us with your order details. We will provide an update on the expected shipping date.
When will you have more stock?
If an item is out of stock, we will restock it as soon as possible. You can sign up for back-in-stock notifications or contact us for specific availability details.
Warranty Policy
What is the duration of the warranty for your products?
Our products come with a 12-month warranty from the date of purchase, covering defects in materials and workmanship under normal use conditions.
Are there any exceptions to the 12-month warranty?
Yes, the warranty does not cover:
- Damage resulting from misuse or improper handling.
- Damage due to failure to maintain or service the product as recommended.
- Damage caused by natural disasters, such as floods or storms.
- Wear and tear from regular use over time, including but not limited to worn tires.
- Costs and labor charges associated with installing replacement parts.
- Shipping costs for returning products or parts to us.
How should I proceed if I believe my product is defective and within the warranty period?
Please contact our customer support team at Veloz website webchat with the following information:
- A detailed description of the issue.
- Proof of purchase.
- Photographs or videos illustrating the defect.
Our team will assess the claim and guide you through the next steps.
What happens if my warranty claim is approved?
If your claim is approved, we will:
- Repair the defective product at no cost to you.
- Replace the product with a new or refurbished item of the same model.
- Provide a refund if a repair or replacement is not feasible.
Are there any costs associated with warranty claims?
You will be responsible for shipping costs to return the product to us. Shipping costs are non-refundable. If a refund is issued, the cost of return shipping will be deducted from the refund amount.
How long does it take to process a warranty claim?
Once we receive your returned item, we will inspect it and notify you of the approval or rejection of your claim within 7 business days. If approved, the repair or replacement will be completed promptly.
Can I exchange my product instead of requesting a warranty claim?
Exchanges are only available for items that are defective or damaged. If you need to exchange it for the same item, please contact us at VEloz website webchat.
What should I do if I have further questions about the warranty policy?
For any additional inquiries, please reach out to our customer support team at Velozelectric.com.au Web chat.
Parts
Do spare parts come with a warranty?
Yes, Veloz Electric offers a warranty on spare parts. The warranty covers manufacturing defects in materials and workmanship. If a part is found to be defective under normal use, it will be repaired or replaced at Veloz Electric's discretion.
How long does it take to ship parts?
Shipping times for spare parts may vary based on your location and the specific part ordered. Typically, orders are processed promptly, and shipping times are communicated during the order confirmation. For precise shipping estimates, please contact Veloz Electric's Web chat service.
What is Veloz Electric’s spare parts service?
Veloz Electric provides a comprehensive spare parts service, ensuring that customers have access to necessary components for maintenance and repairs. This service includes:
- Availability: A wide range of spare parts for various models.
- Quality Assurance: All parts are genuine and meet Veloz Electric's quality standards.
Support: Assistance in identifying and sourcing the correct parts for your specific needs.
How do I find the right spare parts?
To find the appropriate spare parts for your Veloz Electric product:
- Consult the User Manual: Refer to your product's manual for part numbers and specifications.
- Contact Web chat Service: Reach out to Veloz Electric's web caht servcie with your product details, and they will assist in identifying the correct parts.
Visit the Official Website: Check the parts section on Veloz Electric's website for available components and ordering information.