Support Center
Submit a Support Ticket
To submit a ticket, select Dealer Support from the dropdown for "Type of Request"
Please review our Warranty Policy
Please provide the following information for us to best assist you:
- VIN
- Customer proof of purchase.
- If the bike is not yet sold, please include this information.
- Odometer reading.
- To allow the Rawrr team to determine warranty eligibility.
- A photo or video demonstrating the issue.
FAQs
Any damaged shipments should be rejected. Crates looking to be in good condition should be inspected within 2 days of receipt to confirm the unit is in good working order with no defects. Additional details and storage/maintenance requirements are noted in the linked document below. When uncrating each unit, please be mindful that the MSO for the bike is included within the crate. Please ensure that the MSOs are accounted for and transferred to a secure location until the time of sale. (Fees will be charged for any replacement MSOs requested after the allotted turnaround time for inspection.)
Reorders can be submitted with your direct sales rep or with the general sales team via email or phone. You also have the option to place an order on your own through the dealer portal. If you or anyone on your team is in need of portal access, please contact sales@riderawrr.com for setup assistance. Details on ordering through the dealer portal are available in the below document.
Minimum of 2 units at a time (any combination of models) to hold shipping rates, unless you arrange your own freight pickup. Additionally, you are expected to maintain inventory of a minimum of 3 models in the current lineup at any given time.
No, we do not offer any drop shipping options.
No, bikes are sent as LTL with a freight company while parts are sent with UPS or a similar parcel company. Parts cannot be added to bike shipments, as the bikes are loaded by the crate rather than being palletized with other items. Shipping costs cannot be combined and tracking numbers will be separate.
Error code listings are the same for all models and can be found in all of the user manuals. All user manuals are available digitally through our main website, www.riderawrr.com. (Only quick-start guides are included as physical copies in each crate.)
For authorized dealership purchases, the dealership is given a 3-month window to sell the bike.
- If the bike is sold within that period, the warranty begins on the customer's purchase date.
- If the dealership does not sell the bike within 3 months, the warranty period begins automatically 91 days after the dealership's original purchase date.
For additional details on length of coverage for specific items, please view the full warranty policy.
(626) 696-7799 ext. 2 or 3
However, the best way to reach out is still the ticketing system, as more technicians have access to that platform and any warranty issues will still need tickets created in order to send out any warrantied parts, even if a solution is reached via telephone.
MSOs are included in the bike crates when units are shipped out. Please be cautious when uncrating the units, ensuring that the MSOs are accounted for and transferred to a secure location until the time of sale. Please be sure to check the crate thoroughly at the time of receipt before reaching out for any replacements. If a replacement is required, please contact support@riderawrr.com, with details including the dealership name, VIN of the missing MSO, and order number. This will allow our team to respond to your request in the most timely manner. Any missing MSO requests that were not noted at the time of order receipt and inspection will be subject to fees.
Unit VINS are located on the bike frame near the handlebars, on the crate the unit is shipped in, and on the MSO. We highly recommend ensuring you have accurate records of VINs for all units received, sold, and/or serviced at your dealership.
To view images of where to locate the VIN and other serial numbers on units and crates click the button below:
Payments can be made by ACH, wire transfer, check, Zelle, credit card, or PayPal. Details on these payment options can be found in the attached document.
Dealerships are added to the locator after their first order is finalized and shipped. The dealership will be added based on the information your team provides at the time of signup and what is available on your website. Only locations included in the signed dealer agreement will be added to the dealer locator. Failure to reorder units for longer than a one year period will result in the location listing automatically deactivating due to inactivity.
Started a new Instagram account or changed the phone number at the dealership? If anything in your listing is outdated or otherwise needs correcting, please reach out to sales@riderawrr.com to make sure we have the latest and greatest information for customers!
Warranty
Rawrr Inc. provides the following transferrable* warranty coverage:
- 30-day or 100-mile* warranty on workmanship defects and operational issues for the unit.
- 30-day or 100-mile* warranty on all parts and OEM accessories.
- 365-day or 1000-mile* warranty for the bike power system (motor, controller, and battery).
For authorized dealership purchases, the dealership is given a 3-month window to sell the bike.
Warranty Exclusions
Rawrr Inc. excludes normal wear components such as brake components, seals, bearings, chains, suspension components, tires, rims, grips, and handlebars.
Any misuse or modification will void this Limited Warranty.
When submitting a warranty claim, please provide the following to allow us to best assist you:
- Vehicle Identification Number (VIN)
- Proof of purchase.
- Odometer Reading.
- Photos and/or videos demonstrating the issue. More may be requested by Rawrr staff.
*Read full policy to see full terms.
Note: this form is for registration, not to submit a warranty claim. To submit a warranty claim, please submit a support ticket.
Documents
Important Links
Access photos, videos, documents and more in your dealer asset folder.