FAQ

Estimated delivery times for pre-ordered product batches are indicated on each of the corresponding product pages.

We produce in limited quantities, so we recommend that you pre-order in advance as the first come, first served rule applies!

If you decide to cancel your order before it is shipped, you will receive a 100% full refund with no questions asked.

If for any reason you are not completely satisfied with your purchase, we offer a risk-free return within 30 days of the delivery date.

Your order might be cancelled (without refund) in two cases:

• according to your request — when we need to edit products in your current order
• when we need to edit products — to prepare your order for shipping (to match logistics system)

We edit your original order — in this case with the same order number + A (B,C,...) letter example:
original order #1000, new order #1000A.

Please check your account for a new order.

Don't worry, everything is fine with your order!

We have to modify the sets - for logistical reasons of shipping, and by modifying it, more products than expected appear.
This does not impact the amount you were charged.

We are aware of this problem (only related to your customer area) and its resolution is in progress.

We will be happy to respond to your order modification request (addition, replacement, deletion of article, change of delivery address...) whenever possible. The status of an order can nevertheless change very quickly, limiting the possibilities of modifications. Always contact us quickly, preferably by phone during business hours.

You will find all the information concerning shipments and deliveries on the shipping page.

As soon as we have the tracking number for your parcel, we will send it to you by email together with a tracking link.

You can also track the parcel:

• using either the tracking number, or your order number + your email address — on our website.
• using the tracking number — on a package tracking platform.

Once your order is fulfilled it usually takes 2-3 days to receive the tracking number.

If your order contains two or more products it might be shipped by more than one parcel.
In the email with the tracking information you will see which products are being shipped in that parcel.

We ship from several warehouses.
Delivery time depends on the locally available stock.

Current delivery times.

• for products in stock:
  US and Canada: 5 to 7 days.
  European Union countries: 7 to 10 days.
  UK: 3 to 5 days.
  Switzerland: 5 to 8 days.
  Australia: 10 to 12 days.
  Norway: 5 to 8 days.
  Ukraine: 25 days.
  Russia: 20 to 30 days.
  Other countries: 10 to 12 days*
  
  * to countries of South America and Afrika, including South Africa, delivery might take longer.
• for PRE-ORDER products:
  please see expected delivery / shipping time in product description for each item is specified on the product page for each PRE-ORDER product.
  Please also see our FAQ article about PRE-ORDER products.

We have no control over customs processing times.

! No delivery to Iran, Kosovo, North Korea, North Macedonia, Syria, Yemen, India.

Please check Shipping and Delivery page for more details.

We offer FREE shipping!

For more information about what countries we ship to, please see our Shipping & Delivery page.

Your order has arrived and the package is in good condition, but a product is missing? First of all, make sure that it has not been shipped in another package. Each mail of confirmation of dispatch of order specifies, parcel by parcel, its exact contents. It is also possible that you will find a delivery note in the package. If the missing item is not mentioned on this form, it is because it is well planned for another package: everything is fine!

You have received all the packages of the order, but there is a product missing? Contact us immediately on our contact page. We will answer you as soon as possible.

You have just received an article with which some accessories had to be provided. First of all, we invite you to check on the site if the missing accessories are provided with the article, as described in the corresponding product page. In case it would be established that an accessory is missing from the box of your item, we invite you to contact us via our contact page.

If you wish to return an unused product, please contact us at anna@lonerider-motorcycle.com, let us know your order number and the reason for the return.


Any LONE RIDER product can be returned within 30 days of receipt for any reason as long as it’s in original condition and complete set.

Please keep all the original packaging for return shipment.

• If you have not opened the box, please attach photos showing the original box sealing intact.
• If you have taken the product from the box and discovered any defects please describe them and attach hi-res photos of each.

After we get all the necessary information, we will provide you with the address for return shipment.


Returns usually take 2 to 5 weeks: delivery time + processing time (checking returned products, evaluating and negotiating refund amount, processing the refund).


Return Shipping Costs

Return shipments are paid by the customer in full.

Please feel free to use the slowest available shipping option for return shipment as long as it goes with a Tracking number and Signature release (delivery against signature).


Shipping

For unpacked products: before sending, please take and send us photos of the 1) product put back into the box and 2) of the sealed box.

Please send us tracking information (tracking number and shipping carrier). We will confirm receiving the parcel.


Refund

For unpacked products: The amount of the refund will be reduced if returned products show signs of use or unreported damage.

We do not refund customs duties for returned products.


Refunds are made from our website back to where the original payment was made from:

• If you paid for your order via PayPal, we will send the refund back to your PayPal account (instant payments).
• If you paid with a bank card (Visa, Mastercard, AmEx, etc.), we will send the refund payment to that same card.
  Card payments take several days to arrive (usually up to 5 business days).

! We cannot refund to a different card or to a bank account.

! If the original bank card had expired – please notify us before we proceed to refunding. Once the refund is processed – we cannot get it back. For expired cards we offer refunds via PayPal (please send us your PayPal email).


We will send you the confirmation of the refund when it’s made.


If you have any questions, please contact us.

For any invoice generation request, please contact us via the "Contact" page.

The password entered is not correct?

To modify it you just have to :

1. On the login page, click on "Forgot?"
2. Enter the email address you used to create your customer account in order to receive a password reset link.
3. You will receive a message at the e-mail address provided asking you to click on a link to set a new password.

Contact us in order to send you an invitation to open an account (subject of the email: Lone Rider - customer account activation). If you do not see this email in your inbox, please also check your junk mail folder.

Find our dedicated videos to help you learn more about your products on the Tips and Tricks page.

Do you need information about a product? You want to upgrade your equipment and check the compatibility of a new product? Our experts are at your disposal to accompany you, send us a message via the "Contact" page!

Your customer account allows you to know at any time the status of your orders. Once logged in, you will be able to view the status of all your orders.

Product page (Features + Technologies):
https://www.lonerider-motorcycle.com/products/motorcycle-tent-mototent

NB: Your MotoTent comes with a large carrying bag and a floor mat already included.

More information about the MotoTent :

• Videos of MotoTent on our YouTube channel.
• Our publication on the blog "How to maintain our motorcycle tents" (MotoTent and ADV Tent).

Always store your tent clean and dry. It is recommended that you pull your motorcycle tent out of the carry bag and lay it out for a day every 3 months when not in use. This will help prevent damage to the coated materials. In the morning, if there is some dew on the tent, lay it out in the sun for a few minutes so it dries off before packing it.

Start by gently shaking out the dirt in your tent. Never pick up a pitched tent by the poles. Use a toothbrush or something similar and remove dirt and grit from all zippers on the body and fly. Rinse with water and allow to dry.

Every MotoTent™ comes with two pole repair tubes. Accidents happen while traveling in rough terrain and wind can be vicious, so we have included a metal repair tube for you to use in the event that you have a problem with your pole set. This item can be slipped over a bent or broken pole section to keep your pole system in working order until you get back to civilization

After the initial pitch of your tent, you may notice that you have more pegs than individual guy out and stake points. We provide you with three extra pegs in case you lose some during your motorcycle adventures. Feel free to carry fewer pegs if you want to make the MotoTent™ even lighter.

Zippers are made of small moving parts that will wear with time and need to be maintained. We recommend cleaning your zippers' coils between trips with a toothbrush.

The MotoTent™ is for sale worldwide. After ordering it online through our shop you will receive your motorcycle tent in just a few days.

We recommend parking the bike inside the MotoTent™ inclined to the opposite side from the inner tent.

MotoTent's™ canopy has enough room to do that with ease (120cm+ width) and you will have enough space between the bike and the inner tent to move freely.
If the bike falls most damage will be done to the outer tent and outer large (Red) pole. No damage to people inside the inner tent.

! No bike falling inside the tent was reported in all the years that we sell the MotoTent™.

MotoTent™ has a door on the outer side of the inner tent - two zippers and you are outside of the tent.

• Product page (Features + Technologies).
• ADV Tent Assembly Instructions (PDF 3.6Mb).
• Assembly video.
• Small article on "How to set up the outer tent first?" (in case of rain).
• Very detailed video reviews by onHerBike, Motorcycle Adventures, FTA Adventures.

Step 1:

Lay the frame on the ground


Step 2:

Lay the outer tent over the pole frame. Fold back the door flaps to expose the metal tabs.
Attach the metal tabs to the pole frame.


Step 3:

Once the door tabs are connected, walk around the tent and fix all the metal tabs at the corners to the pole frame.


Step 4:

Open the door of the outer tent and lay the inner tent out on the ground inside.


Step 5:

Attach the inner tent's center clips to the pole frame's center pole.


Step 6:

Attach the inner tent end clips


Step 7:

Walk around the outside attaching the metal tabs to the tent corners


Step 8:

Attach the inner tent door metal tabs to the pole frame, then secure the tent with tent pegs.



DONE!

The MotoBags quick release system can be easily adjusted to fit most motorcycle racks on the market.

Visit the MotoBags quick release system rack fitment page.

The Fixed Attachment System was replaced by the MotoBags Quick Release System in 2021, but it is included as a spare parts kit with each MotoBag.

Visit the MotoBags fixed system rack fitment page.

For Motobags Quick Release please refer to the installation PDF or see below illustration.



For fixed MotoBags:

Recommended preparation: Shorten 2 bolts from the MotoBag Puck set by 1cm.

Step 1:

Attach the TT tool box first, following TT instructions


Step 2:

While attaching the MotoBag as per the instructions, you will notice the second screw on top, closest to the TT tool box will be too long and needs to be cut short by some 1cm (blue arrow).

(The cut shown is too short [but it works ;)], ideally, two filaments must remain after tightening the nut.)


All tightening is done with a flat ratchet key.

The company was created in France by Frédéric, then we started selling all over the world. Today, the team is international (France + Switzerland + New Zealand + United States). We manufacture and ship from our warehouses all over the world.

Find our team on the About us page.