SHIPPING POLICY
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?
To facilitate the secure and timely delivery of your goods, we have partnered with FedEx as our designated carrier. Rest assured, we will make all necessary arrangements to ship your order on a mutually agreed specified date. In the event that no specific date is provided, we commit to dispatching your order within 45 days from the date of order acceptance. 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.
Which carrier do you use and what is the estimated delivery time after shipping?
When products are in stock, the estimated time for shipping & delivery is appr. 7 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.
RETURN POLICY
We understand that buying an E-bike is a big decision and sometimes you may need to return it. That's why we have put together our E-bike return policy to ensure that our customers are happy with their purchase.
RETURNS OF NEW AND UNUSED ITEMS WITHIN 14 DAYS
Our return policy allows you to return your E-bike within 14 days of purchase for a full refund or exchange, as long as it meets the following criteria:
- The E-bike must be in brand new condition with no signs of being ridden, wear and tear, or damage.
- The E-bike must not have been modified in any way.
- The E-bike must be returned to us in its original condition.
- The E-bike must be returned in its original packaging.
RETURNS OF NEW AND UNUSED ITEMS OUTSIDE OF THE 14-DAY WINDOW
If you wish to make a return of new and unused e-bike outside of the 14-day window, you may do so subject to the return shipping charges and a restocking fee in the amount of twenty percent (20%) of the purchase price. The returned E-bike also needs to meet the criteria in the previous section "RETURNS OF NEW AND UNUSED ITEMS WITHIN 14 DAYS".
RETURNS OF USED ITEMS WITHIN 30 DAYS
Any e-bike that is returned in a used condition ("used" means that the e-bike has been ridden but less than 20 miles on the odometer) may be returned within 30 days of purchase subject to the return shipping charges and a restocking fee in the amount of fifty percent (50%) of the purchase price. Items must be free of any damag or modification and returned in its original packaging.
RETURN PROCESS
Please follow these steps to initiate the return process:
- Contact our customer service team within 14 days of purchase to request a return authorization number.
- Pack the E-bike in its original packaging with all accessories and manuals included.
- Clearly label the package with the return authorization number.
- Ship the package back to us using a trackable shipping method.
Once we receive your returned E-bike and verify that it meets our return criteria, we will process your refund or exchange within 7 business days. Refunds will be issued to the original form of payment. If the returned item has been damaged due to inappriopriate packaging or handling, we will evaluate the damage and deduct an amount of money from the refund.
IMPORTANT NOTE
The E-bike must be returned in its original packaging with all accessories and manuals included. If you don't have the original packaging, you can purchase a new one from us which costs approximately $150. WE STRONGLY RECOMMEND THAT YOU KEEP THE ORIGINAL PACKAGING AFTER RECEIVING THEM.
The customer is responsible for all shipping costs associated with returning the E-bike.
CONTACT US
Company Name: Qingtian Youke Jichuang Technology Co, Ltd
Corporate Address: 1503-14, Building 5, Baiyue City, Ounan Street, Qingtian County, Lishui City, Zhejiang Province
US Company Name: ASYNC TECHNOLOGY CO., LTD
Company Address: 3000 S ROBERTSON BLVD STE 220 LOS ANGELES.CA 90034
Contact Number: +1 (888) 588-1436
Contact email：customercare@asyncbike.com
