Rider Kit

Learn more about the kit requirements for each vehicle type and how to order them online.

Gear up for your journey on the road!

Our Rider Kit is designed to help you become more efficient on the road while delivering food at the right temperature to customers. It lets customers know that we care about their experience. We offer special discounts to new riders, make sure you stay tuned to our onboarding emails on our latest offers!

Need new kit?

You can obtain kit from the following two methods:

1. Rider Kit Store

We offer highly visible, comfortable and breathable gear at a fair price, suitable for the climate you’re riding in and ensure you stay safe on the road.

Click here

2. Equipment Replacement

If you have delivered more than a specific number of orders, we even offer you free replacement for your old kit. Click below to sign up and learn more about the latest policy.

Click here

What to do when you encounter the following issues in rider kit store:

*Please note we don't offer size exchange, redelivery or refund for any kit purchase.

Your account should be created when you first onboarded with us before your account is activated. You can reach the store via this link, or search for the email title ”Getting Prepared – Clothing & Equipment” that you received during the onboarding session.

With the login email and password, you can sign in to the kit store to order the kits that you want at any time! Please note that the email should be the same as the email you registered for your Deliveroo Rider account.

If you forgot your password, simply tap the "forgot your password" button and reset a new one with at least 6 characters. If you still fail to sign in or forget your registered email, please contact us via ridersupplyhk@deliveroo.hk.

What kit do we offer?

You must have a kit that meets our minimum safety standards. You can choose to provide your own or purchase kit from Deliveroo. If you choose to use your own kit, you will be required to provide proper equipment proof at a later stage in the application process.

Please also make sure you have the required Rider Kit with you when working with us, otherwise, you may face termination of breaching Supplier Agreement.

Below are the kit bundle from rider kit store and the kit requirement for different vehicle types:

Scooter bundle available in kit store:

  • Jacket
  • Short Sleeve Base
  • Cube backpack
  • Small thermal bag

Minimum safety standards for scooter kit:

  • Thermal bag
    - A foiled linked thermal bag
    - Must be clean & hygienic with at least 1 cm of insulating material
    - Can be sealed with a zip
    - Must be at least 35cm x 26 cm x 35 cm
  • Cube backpack
    - A durable, foil-lined food cargo backpack or box.
    - Must be clean & hygienic with at least a ton of insulating material
    - With a secure closing mechanism
    - With external reflective elements ensure that it is visible to all road users
    - With minimum internal dimensions of 36cm x 36cm x 43cm
  • Rider jacket
    - Should be at least 40% reflective or high visibility material
    - Include reflective elements on the waist, cuffs & shoulders to ensure that the outline of your body & movement is visible to all other road users
  • Helmet
    - An undamaged helmet suitable for scooter

It is important for your kits to meet our requirements.

They can ensure you a smooth and safe delivery journey while you are on the road.

Road Safety

Kits with high visibility materials can ensure rider visibility to road users. If you encounter any accident on the road, using protective gear such as helmets can also protect your own safety.

Prevent spillage

Using the right kit to place food items can prevent order leaking or spillage to ensure a smooth delivery journey ahead.

Protection for outside elements

With waterproof kits like our jackets and thermal bags, it can stop outside elements such as rainwater or germs from contaminating orders, as well as keep the item at the right temperature.

Your kit

  • Can I start working without a thermal bag?

    Please make sure you are using a thermal bag when working, or you may face termination for breaching the Supplier Agreement.

    Want to learn more? Go to this page for more information.

Rider Kit store

  • I can't login to the Deliveroo Kit Store.

    You should have created a new account with your Deliveroo registered email for our Kit Store once you received with you have joined us. If you can't login, you can try to click "Forget your password" on the login page to reset your password. (from the image below)

    If you still fail to login after completing the above steps or your account is shown to be suspended, please contact us via ridersupplyhk@deliveroo.hk.

    Want to learn more? Go to this page for more information.

  • How can I create my account on the rider kit store?

    You should already have your rider kit store account when you onboard as a new rider.

    However if you are new to deliveroo, please follow the steps below to create your account.

    1. Search for the email ” Getting Prepared – Clothing & Equipments” that you received during the onboarding session and click on the link in the email.
    2. You can also learn more about creating an account from the video below:

    * If you joined Deliveroo prior to Jan 2018 and did not create a Shopify account then, please click the contact us button below to reach us.

    Want to learn more? Go to this page for more information.

  • I can’t see the $200 discounted price in my shopping cart, what should I do?

    There are a few reasons why the discounted price doesn’t show.

    Please check the following:

    • You should choose the bundle type that corresponds to the vehicle type you applied for. e.g. walker application - please choose walker bundle
    • Do not add other items to your shopping cart in addition to the bundle
    • The $200 price will show at the payment page after you clicked ‘'purchase' 
    • The email address you used for rider application and online shop account must be the SAME

    If you have followed the instructions above and the price is still not discounted, please purchase the kit bundle and reach out to us via ridersupplyhk@deliveroo.hk

    We will refund the extra amount to your credit card after you paid.

    Want to learn more? Go to this page for more information.

Delivery

  • Where can I find details on the status of the equipment?

    Please email ridersupplyhk@deliveroo.hk to check on the status of your order. Once you have placed an order you should wait 5 business days before contacting us for assistance on tracking.

    Want to learn more? Go to this page for more information.

  • Once the order has been sent, can I change the delivery address?

    If you need to change your delivery address, please contact us via ridersupplyhk@deliveroo.hk as soon as possible. We will inform the delivery company of the change. The address cannot be changed once the order has been dispatched for delivery.

    Want to learn more? Go to this page for more information.

  • How many days does it take to receive my kit?

    Orders are delivered within 5 working days. The courier will call you when they are out on the road for delivery. Please make sure to check your phone!

    Want to learn more? Go to this page for more information.

  • The order is returned to the warehouse, what can I do?

    You should have received further instructions on how to pick up your kit from our Tuen Mun warehouse location. Unfortunately, we will not be able to arrange for redelivery so please refer to the instructions for pick up information or contact us via ridersupplyhk@deliveroo.hk.

    Want to learn more? Go to this page for more information.

Returns and replacements

  • What does replacement mean?

    Replacement means the free change of one or more items of our core kit bundle. Depends on your vehicle type, you might be eligible for exchanging different free kit.

    Generally speaking, you need to fulfil certain criteria before we can replace your kit for you.

    Want to learn more? Go to this page for more information.

  • Does Deliveroo offer free kit?

    We offer kit at a discounted price when you onboard as a new rider, we also offer free kit but only under the following circumstances:

    Riders are eligible to redeem 2 free items of their choice for every 4000 orders completed. Orders will be placed within 5 working days. Those eligible for the free replacement will be notified. Others will be required to purchase the item themselves.

    1. Fill in the Typeform, including your delivery address and replacement item at the Equipment Request form.
    2. An “Order Confirmation” email will be sent to your email once the request has been processed (usually between 3-5 business days). If you are not eligible for a free replacement, we will let you know via email.

    If you need to purchase any part of the kit, please visit Rider Kit Store.

    Want to learn more? Go to this page for more information.

  • I have been on the road for a while already, can I request a new kit if mine is damaged?

    Yes, we offer free kit replacement if you hit certain order delivered threshold. Simply follow the steps below:

    1. Fill in the Typeform in the link below, please upload the photo of your damaged equipment together with your HKID card. Provide your delivery address at the Equipment Request form.
    2. An “Order Confirmation” email will be sent to your email once the request has been processed (usually between 3-5 business days). If you are not eligible for a free replacement, we will let you know via email.

    Want to learn more? Go to this page for more information.

  • What's next after filling out the equipment replacement form?

    You will receive an email response within 5 working days. Please do not send other forms with identical replacement requests (e.g. two identical modules for replacing a backpack) because it would result in cancellation.

    Want to learn more? Go to this page for more information.

  • How many days does it take to receive the item if I request for a replacement?

    Orders are delivered within 5 working days. If your kit does not arrive after 5 working days, please email ridersupplyhk@deliveroo.hk.

    Want to learn more? Go to this page for more information.

  • How can I replace an item that is not part of the Core Kit?

    Replacement is only possible for items in the core kit of the Equipment Request form.

    Core kit means the following for different vehicle types:

    Scooter:

    • Scooter backpack
    • Small thermal bag
    • Jacket
    • Short sleeve base

    Bicycle

    • Bicycle backpack
    • Small thermal bag
    • Jacket
    • Short sleeve base

    Walker:

    • Small thermal bag
    • Jacket
    • Short sleeve base

    Want to learn more? Go to this page for more information.

  • I have lost my equipment/ my equipment has been stolen, what can I do?

    In the event of the theft or loss of one or more items, it is not possible in any case to request replacement; however, you can still buy the items on the Rider Kit Store again.

    Please remember when you go online, you should at least carry the kit that fulfils the minimum safety requirements.

    Want to learn more? Go to this page for more information.

  • I don't work with Deliveroo now, do I need to return my kit?

    There is no need to return your kit. It's up to you on what you want to do with the kit.

    Want to learn more? Go to this page for more information.