Frequently Asked Questions
Got a question about delivery, payments, returns, sizing or servicing?
You’ll probably find the answer here. If not, our team is always happy to help.
🚚 Orders & delivery
Where do you deliver and how long does it take?
Where do you deliver and how long does it take?
We deliver across the UAE and all GCC countries.
- UAE: usually 2–3 working days from confirmation
- GCC: usually 10–14 working days, depending on the country and courier
These timeframes apply to all items, but very large orders may take a little longer.
Do you offer free delivery?
Do you offer free delivery?
Yes, we offer free delivery within UAE metropolitan areas on orders of AED 150 or more.
Orders under AED 150, or deliveries to remote UAE areas*, may have an additional delivery fee. Any charges will be shown clearly at checkout before you pay.
*In some remote locations, our courier partners are unable to deliver at all. If this happens, we’ll contact you and you may need to update your delivery address to a more accessible location (for example, a nearby town or main road) so we can complete the delivery. If you’re unsure whether your area is covered, please contact us before placing your order and we’ll check the options for you.
Do you ship across the GCC?
Do you ship across the GCC?
Yes, we ship to all GCC countries.
Shipping costs and delivery estimates for GCC orders are calculated based on the size and volume of your order. A cargo courier quotation will be shown at checkout or shared with you before you confirm payment.
Are bikes, scooters and ride-ons delivered assembled?
Are bikes, scooters and ride-ons delivered assembled?
Yes – all products are delivered fully assembled, unless you specifically request to receive them in the box.
Most items are very easy to assemble or adjust if needed, and you’ll find assembly tutorials on our website if you ever want to double-check.
💳 Payments & pricing
What payment methods do you accept?
What payment methods do you accept?
Right now you can pay with:
- Debit and credit cards
- Apple Pay & Google Pay
- In-store payment at our Dubai showroom
Cash on Delivery and Tabby instalments are coming soon – once they’re live, you’ll see them as options at checkout.
Can I pay in instalments?
Can I pay in instalments?
Instalments are coming soon.
We’re integrating with Tabby so you’ll be able to split your payment into instalments on eligible orders. Once this is available, the Tabby option will appear at checkout with clear instructions.
Which currency will I be charged in?
Which currency will I be charged in?
We support AED and USD.
Your total will be shown in the currency selected on the website. Your bank or card provider may convert it to your home currency if your account is different.
Do you match prices from other stores?
Do you match prices from other stores?
We don’t currently offer a price-match or “best price” guarantee.
the rally rider operates as a brand and authorised distributor in the UAE and GCC, and our prices reflect the quality, assembly, checks and service included with every order.
🧰 Products & warranty
Are your products checked before dispatch?
Are your products checked before dispatch?
Yes. Every product is checked and tested before it leaves us.
We inspect the product, test function where applicable and record its condition before dispatch. This helps us ensure you receive your order in perfect condition and helps us investigate quickly if something goes wrong in transit.
What warranty do you offer?
What warranty do you offer?
All products from the rally rider come with a 15-day warranty period from the date of delivery.
Within this period, if there is a genuine manufacturing fault, we’ll support you with repair, replacement or a suitable solution.
If we need to arrange courier collection and re-delivery, the customer covers the return and forward shipping costs. If you bring the product to our store in person, there is no shipping cost for warranty work.
What if my item arrives damaged or defective?
What if my item arrives damaged or defective?
This is rare because we carefully check and record every product before dispatch, but if something doesn’t look or feel right:
- Contact us within 3 days of delivery.
- Share your order number and clear photos or videos of the issue and the packaging.
- Our team will compare the condition with our pre-dispatch records and advise the next step.
We can offer repair, replacement or refund, depending on the situation. In some cases charges may apply (for example if damage happened after delivery or through incorrect use), but we’ll always explain this clearly first.
Do you sell refurbished or second-hand products?
Do you sell refurbished or second-hand products?
No. We only sell brand-new products at the rally rider.
If we ever introduce renewed or clearance items, they’ll be clearly marked.
🔄 Returns & cancellations
What is your return policy?
What is your return policy?
We offer a 15-day return period from the date of purchase, subject to the condition of the item.
Returns are accepted on bikes, scooters, ride-ons and similar products if they:
- Are not damaged in any way
- Are clean and in the same condition you received them
- Match our pre-dispatch visual record
Accessories are non-returnable for safety and hygiene reasons.
We also accept returns of assembled products if we delivered them already assembled and they meet the conditions above.
Who pays for return shipping?
Who pays for return shipping?
If you change your mind, the customer covers the return shipping cost.
For warranty or repair cases within the 15-day period, if we arrange courier collection and re-delivery, the customer also covers the shipping costs.
If you bring the product to our store in person, there is no shipping cost, only any repair costs if applicable.
Can I cancel or change my order?
Can I cancel or change my order?
Yes, you can cancel or change your order within the first 24 hours after placing it, as long as it hasn’t already been prepared for dispatch.
For cancellations or changes, please contact us as soon as possible with your order number. After 24 hours, or once the order is dispatched, changes and cancellations may not be possible and will be treated as a return under our standard policy.
How long do refunds take?
How long do refunds take?
Once a refund is approved and processed on our side, it usually takes around 7–14 business days to appear in your account.
The exact timing depends on your bank or payment provider. We’ll send you a confirmation as soon as we’ve processed the refund.
📏 Sizing & advice
How do I choose the right size or product?
How do I choose the right size or product?
For detailed help, please refer to our Size & Fit Guide page, where we break down recommendations by age, height and use case.
If you’d like personal advice, you can also contact us and share:
- Age
- Height
- Where the bike, scooter or ride-on will be used
- Your approximate budget
We’ll recommend suitable models and sizes based on your answers.
Can you help me pick the right size or model?
Can you help me pick the right size or model?
Yes, absolutely – that’s something we do every day.
Email or message us with:
- Age
- Height (and weight if relevant)
- Type of product you’re interested in
- How often and where it will be used
We’ll suggest a few options and explain why they fit, so you can choose confidently.
Do you offer test rides or try-before-you-buy?
Do you offer test rides or try-before-you-buy?
We’re rolling out Try Before You Buy options on selected products and locations.
Where available, you’ll be able to book a test ride or in-store trial for a small fee. Full details, availability and pricing are explained on our Try Before You Buy page.
If you don’t see your city listed yet, contact us and we’ll let you know what’s possible.
📍 Store & services
Do you have a physical store?
Do you have a physical store?
Yes. You can visit us at:
Rally Star General Trading LLC
Shop 50–51, Souq Al Wasl
20B St, Naif, Deira, Dubai, UAE
You can see products in person and drop items for service. We recommend contacting us first if you’d like to test products or book a service, so we can be ready for you.
Do you offer servicing and repairs?
Do you offer servicing and repairs?
Yes, we offer servicing and repairs for products purchased from the rally rider.
Typical turnaround time is 2–5 business days, depending on the work required and parts availability. Simple adjustments may be quicker; more complex repairs may take slightly longer.
For a more accurate estimate, contact us with your product details and the issue you’re facing.
What are your support hours?
What are your support hours?
Our support team is available by WhatsApp and email during:
- Monday–Friday: 9:00–14:00 & 16:00–22:30 (GST, UTC+4)
- Sunday: 16:00–22:30 (GST, UTC+4)
Messages that come in outside these hours will be answered as soon as we’re back online.
Still need help?
If you couldn’t find the answer you were looking for, our team is just a message away.