SHIPPING & RETURNS
This Shipping & Delivery Policy is part of our Terms and Conditions ("Terms") and should be therefore read alongside our main Terms.
Please carefully review our Shipping & Delivery Policy when purchasing our products. This policy will apply to any order you place with us.
WHAT ARE MY SHIPPING & DELIVERY OPTIONS?
We offer various shipping options. In most cases a third-party supplier may be managing our inventory and will be responsible for shipping your products.
We offer free shipping on all US order destinations. Because most of our products are shipped from Europe and Asia, they will be subject to Customs upon port arrival. Custom Fees are included in the total price. It is important to note that there may be unforeseen events that lead to your package being held at customs. We will do our best to work with you on solving this but you will be responsible for additional fees that are incurred.
DO YOU DELIVER INTERNATIONALLY?
We offer worldwide shipping. Free Standard shipping is not valid on international orders.
For information about customs process:
• Email firstname.lastname@example.org
Please note, we may be subject to various rules and restrictions in relation to some international deliveries and you may be subject to additional taxes and duties over which we have no control. If such cases apply, you are responsible for complying with the laws applicable to the country where you live and will be responsible for any such additional costs or taxes.
ARE THERE OTHER SHIPPING RESTRICTIONS?
We cannot deliver to a P.O. Box
You must be home to receive the package
WHAT HAPPENS IF MY ORDER IS DELAYED?
If delivery is delayed for any reason we will let you know as soon as possible and will advise you of a revised estimated date for delivery.
CANCELLATION & RETURN POLICY
Once you have placed your order, you have 30 minutes to cancel. If you miss the 30 minute mark and would still like to cancel, please use the contact form or send us an email within 24 hours or one business day and we may still be able to cancel it for you. When you place an order, we immediately contact the manufacturer to have them begin building your bike to your unique specifications. It may take up to 24 hours before they begin building the bike; once production has started it cannot be stopped. If you have any questions, regarding this cancellation policy, or have any extenuating circumstances in which you order needs to be canceled (ie. unauthorized purchase, unforeseen emergency) please contact us and we will find a solution.
*Please note that once the order has been shipped, it will be impossible to cancel.
If you receive your order and notice significant damage, we will work with you to make a return. You must:
Contact us immediately and be detailed in describing the problem
Have a legitimate reason for wanting to make the return (bike was severely damaged in shipping and you are unable to ride, battery was severely visibly damaged and is unable to hold a charge, etc). Unacceptable reasons for wanting to make a return: you don’t like the color, wrong color, not fast enough, slight body damage during shipping, others as determined by a representative
Document issues with images or videos while the bike is still in its original packaging.
Do not ride the bike! Odometer must have less than 10 miles on it.
For all returns and cancellations of products over $1000 there will be a $200 processing fee. This will be deducted from the total amount.
If your bike is defective (defective battery, motor, controller) or has shipping damage but you do not wish to return the whole bike, contact us immediately (within 3 day after delivery) and provide documentation as named above. We will provide the replacement parts with no charge to you. A representative may request a detailed video from you, to rule out operator error.
If you require replacement parts or upgraded parts, we will offer the replacement parts at the manufacturer's costs (i.e. we will not make any money on the sale). Essentially we are only acting as a conduit between you and the manufacturer, to make sure you get what you need at the best price. Please note, you will have to have purchased the bike through us in order to receive this service.