To where can you ship the e-bike?
In the United States, our delivery services encompass all addresses with the exception of Alaska, Hawaii and Puerto Rico. It is important to note that certain remote or isolated areas within these regions may pose limitations on our shipping capabilities. In the event that such circumstances arise, we will promptly reach out to you to discuss viable alternative solutions.
How much does the shipping cost?
Shipping will be free for all orders over $1200. For orders lower than $1200 (orders that only contain accessories), shipping fees will be the sum of each accessory's pre-determined shipping fee. For shipping to Canada, an additional shipping fee applies.
How long will I receive the package and how to track it?
If the item you are purchasing is in stock, we will ship it within 5 business days. If you are pre-ordering an item, please check the order page for estimated time for shipping & delivery. To facilitate the secure and timely delivery of your goods, we have partnered with FedEx as our designated carrier. As soon as your order is dispatched, you will receive an automated email notification containing the essential tracking information to monitor its progress.
What if I receive a wrong product?
If you receive a product(s) that is damaged, defective, or doesn't match the quantity or quality described in your order confirmation or invoice, please take clear photos of the issue and get in touch with our customer service within 3 days of receiving the product(s). We will investigate the matter and do everything we can to help you resolve the problem.
What is the estimated delivery time after shipping?
When products are in stock, the estimated time for delivery is appr. 5 business days for US addresses. If you are pre-ordering, please find relevant information on the order page.
*Due to the instability of truck delivery, delivery time can not be guaranteed.
In case of unforeseen circumstances
In cases where unexpected things happen that are beyond our control, like bad weather, traffic delays, road construction, detours, vehicle problems, unexpected production delays, or issues with our suppliers, it may become difficult for us to deliver your goods within the expected timeframe. Please understand that if such situations occur, we can not be held responsible for any delays or failures in delivering the goods, as long as they are caused by these circumstances. If we are unable to deliver your order on time due to these reasons, we will quickly let you know about an alternative delivery date. It's important to keep in mind that certain special situations, such as a large number of orders, new product releases, or specific days for restocking, may also lead to longer shipping times. In these cases, we will clearly notify you on the product page and send you a follow-up email reminder to keep you updated. We always strive to provide the best service possible, and we appreciate your understanding and cooperation when faced with unexpected challenges.
What if the products get lost during shipping?
If, for any reason, the product(s) you ordered do not reach the address you provided, or if they get lost during the shipping process (assuming the address was correctly provided), we have the right to conduct a thorough investigation and search that may take up to 30 days. During this time, we may hold off on issuing a full refund or resending the same product(s). Rest assured, we will keep you informed about the progress and findings of the investigation. Once we have gathered all the necessary information, we will take appropriate and reasonable action to resolve the situation.
