Best for sizing checks, warranty claims, anything with photos. We reply within one business day, usually faster.
sales@zippi.net.au
Help & FAQ
How can we help?
The questions Aussie parents actually ask — shipping, warranty, returns, charging, the lot. If you can't find your answer here, a real human in our Tasmanian warehouse is one email away.
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01Before you buy
Pre-purchase questions.
Which bike is right for my kid?
The short version: first-timers age 2–5 → Ride 10". Confident toddlers age 2–6 → Rippa 12". Age 5–10 → Rippa 16". Age 8–12 → Rippa 20". Age 8–13 ready for trails → Rebel 20" Pro. Age 12–15 → Rebel 24" Pro. The full breakdown lives on our sizing guide — or just email us your kid's age, inseam and height and we'll match the bike.
What's in the box?
Every bike ships with the bike (your colour), a 240v charger, an operator's manual, an assembly sheet and the tools you need to put it together. The Ride 10" also includes training wheels free of charge. Training wheels are available as an optional add-on for the Rippa 12" — the Rippa 16", 20" and Rebel Pros don't use them.
Do you have demo bikes I can try?
Not directly. We're a direct-to-consumer brand — that's how we keep the prices fair. But we have a network of dealers around Australia who often stock our bikes for try-before-you-buy. Email us with your suburb and we'll point you to the closest one.
Are there flexible payment options?
At checkout you can pay with Visa, Mastercard, Amex, Apple Pay, Google Pay, Shop Pay, PayPal or Union Pay. Shop Pay supports buy-now-pay-later splits. We don't add fees on any of these.
Will my kid grow out of it quickly?
Most kids get two to three years out of one size. Adjustable seat posts and handlebars extend the runway, and our frames are built durable enough to outlast the kid riding them — ready for the next one in line. Hand-me-down Zippis are how the brand grew.
02Shipping & delivery
Getting it to your door.
How long does shipping take?
We dispatch from our Tasmanian warehouse within two business days. Delivery via TNT normally takes 3–10 working days depending on where you are. East-coast metro areas are usually 3–5 days; remote areas and WA are closer to 7–10. Express options are available at checkout if you need it faster.
How much does shipping cost?
Shipping is calculated at checkout based on your address. For most postcodes expect roughly $50–$150. Add the bike to cart, enter your details and the live TNT rate appears before you commit.
Do you ship to PO boxes or remote addresses?
Bikes need a physical address — TNT can't deliver to PO boxes. Remote addresses are usually fine but freight times stretch. If you're somewhere unusual, drop us a line before ordering and we'll confirm it's deliverable.
How do I track my order?
Once we dispatch, you'll get a TNT tracking link by email. The link updates from pickup through to delivery. If something looks stuck for more than 48 hours, email us with your tracking number and we'll chase TNT.
03Setting up
First ride checklist.
How long does assembly take?
Most parents have a Zippi out of the box and ready to ride in 15–30 minutes. Bikes ship 90% assembled — the main jobs are attaching the handlebars, fitting the front wheel, and (on the Ride 10") bolting on training wheels if you want them. All tools are included.
How do I install or remove training wheels?
Adjustable spanner, two bolts, two minutes. Loosen the rear axle nuts, slide the training wheel brackets onto the axle, and tighten back up. To remove, reverse it. Training wheels are included free with the Ride 10" and available as an optional add-on for the Rippa 12". The bigger Rippas and Rebels don't use them.
What setting should we start with?
Always start on the lower speed setting, regardless of age. Even a confident five-year-old benefits from getting throttle feel and braking instinct dialled before you flip to the faster mode. The high-speed switch sits where small fingers can't reach it — the call is yours.
Do I need to charge it before the first ride?
Yes — bikes ship partially charged for transport safety, not full. Plug into a 240v outlet for 1–2 hours before the first ride. The charge indicator on the throttle shows green (full), orange (running low) and red (urgent). Our tip: warn your kid at orange.
04Owning your Zippi
Day-to-day stuff.
How long does the battery last per ride?
Roughly 60 minutes of solid riding for the smaller bikes, longer for the bigger batteries on the Rippa 20" and Rebel Pros. Real-world depends on rider weight, terrain and how hard they're pinning the throttle. A second battery is a good call if you want longer rides without a recharge break.
How do I charge it?
Find the rubber charging cap on the lower frame, plug the included 240v charger into the bike and the wall, leave it 1–2 hours. Switch the bike to off while charging. Indoor or under-cover only — don't leave it charging outside in weather.
What maintenance does a Zippi need?
Almost none. No oil, no fuel, no chains — every Zippi is throttle-only with the motor in the rear hub, so there's nothing to lubricate or tension. Wipe down after wet rides. Check tyre pressure occasionally. Charge it. That's the list.
Where do I get spare parts?
From us. We stock genuine Zippi spares for every model in our Tasmanian warehouse — seats, batteries, chargers, training wheels, switches, and the rest. Our spare parts catalogue lives in the main menu. If you can't see what you need, email and we'll find it.
Can my kid ride in the rain?
Light rain and damp ground is fine — the bikes are weather-resistant. Don't submerge the battery or charging port. After a wet ride, dry the bike and let the charging port air out before plugging in. Storing wet bikes long-term isn't great for any electronics, ours included.
05Warranty & support
When something goes wrong.
What does the warranty cover?
All parts on every Zippi are covered for 12 months under our manufacturer's warranty against defects and manufacturing faults. If a part fails because of how it was made, we replace it free of charge. General wear-and-tear and damage from lack of maintenance aren't covered — that's standard across the industry.
How do I claim warranty?
Email us with your order number, a description of the issue, and a photo or short video showing the problem. We'll get back to you within one business day with next steps. For most failures we ship the replacement part the same week.
What about damage from a crash or fall?
Crash damage isn't a warranty issue, but we keep prices on replacement parts fair so you can fix and ride. Email a photo of what's broken and we'll quote the part. Most cosmetic plastics are 30–80 dollars; structural parts vary by bike.
Can I get help over the phone?
Yes — the warehouse number is on the contact section below. We're a small team so email is usually faster, but if you prefer voice, we're happy to pick up.
06Returns & exchanges
Buyer's remorse, fixed.
What's your returns policy?
Change-of-mind returns aren't accepted — freight costs both ways are just too steep on a bike for that to work. You have 7 days from delivery to flag any issue with the product itself. To return, the bike must be unused, in original packaging, with proof of purchase. Apply via our returns policy.
What if I ordered the wrong size?
Email us before it's ridden. If it's still in the original box, we can arrange an exchange — you'll cover the freight one way. To save the hassle, send us your kid's age, height and inseam before ordering and we'll double-check the size.
What if it arrives damaged?
Take photos of the box and the bike before you assemble anything, and email them to us within 7 days. Freight damage is on us — we'll send replacement parts or a whole bike depending on the situation, no argument.
How long does a refund take?
Once we receive the returned bike and inspect it, refunds initiate within 1–2 business days back to the original payment method. Your bank or card issuer takes another 3–10 business days to land it in your account. We'll email when the refund is on its way.
07Still stuck?
Talk to a human.
Every email goes to a real person whose own kid rides a Zippi. We're a small team, so we read everything and answer every one.
Phone
Best for urgent stuff or if you just prefer talking. Tasmania business hours, Monday to Friday.
(03) 4009 86352Contact form
Don't want to fish out an email app? Send us a message through the form — goes to the same inbox.
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