Shipping
Update as of February 7, 2022:
Things are steadily improving here in the last month or two, but the following still applies to some orders:
Nationwide we are seeing delays in shipping and logistics related delays. Please note that staffing at the various warehouses from which our products are shipped are significantly under staffed.
So shipping is taking longer, and UPS and Fedex delivery schedules have been stretched out due to a shortage of drivers.
So please be patient – we are responding to all communications as soon as we can and working hard to get your products to you.
As always, please don't hesitate to reach out to us if you have any questions. Thanks!
When you place your order you will receive an "Order Confirmation" with the details about your purchase.
We will process your order within 12 hours. If it's during business hours it'll be much sooner. We know you want to receive your item(s) ASAP!
After your order is processed it will ship within 2 - 5 business days and you receive a "Shipment Confirmation" with your tracking information. We will also let you know when your shipment is out for delivery and when it's been delivered.
Note: The free gift may take longer to arrive, but its worth it. : )
IMPORTANT: You must be present to sign for your order when it arrives. All of our e-bikes are shipped with "Signature Required" to make sure they arrive safely. After you receive your tracking information, you can know exactly when your order is going to arrive so you can make proper arrangements. You will also get an email when it's out for delivery.
Do we charge sales tax on ebikes and accessories?
The only state that requires us to charge sales tax currently is California. If your shipping address is located in California, the tax will be added to your order amount.
How Much Does Shipping Cost?
Shipping is FREE on all of our products (within the continental United States). No minimums required.
How Long Does It Take To Ship My Order?
As soon as we receive your order, we'll start processing it immediately. Your order will be dispatched to you in 1-3 working days.
How Long Would It Take To Receive My Order?
After your order is shipped, it will take between 3-8 working days for you to receive your items depending on your location.
How Do I Track My Shipment?
As soon as your order is shipped, we'll send you an email containing your tracking number. You can use it to track exactly where your order is.
Which Courier Will Deliver My Order?
We work with different shipping providers to ensure the fastest shipping times for you. Some of them are: UPS, FedEx, DHL, USPS as well as as other premium couriers.
Do You Ship Internationally?
At this moment, we only ship within the US.
Should I Be Present To Receive My Order?
All of our e-bikes are shipped with "Signature Required". This is to ensure your e-bike gets to you safely. You can make arrangements accordingly based on the date on your expected delivery tracking info.
Returns
Although we make it our mission to provide you with the highest quality products and the best customer service in the industry, we understand that sometimes things just don't work out.
If you aren't 100% satisfied with your purchase, then we are here to help!
What Should I Do If My Order Is Damaged?
All of our manufacturers thoroughly inspect each item before it is shipped. However, please make sure you also inspect your item(s) when it arrives before you sign for it. If you see any visible damages, please sign for the item as "Damaged" and retain a copy of the bill/receipt.
After that, please contact us and we'll help you file a claim with the manufacturer. All damage claims are handled directly by our manufacturers.
How Can I Return My Item(s)?
If you are not 100% satisfied with your purchase, please contact us and we will help you with the return.
Our manufacturers' return policies last between 7 and 30 days (click here for detailed info). Unfortunately, if the manufacturer's return policy time has gone by, we won't be able to process a return for you. If you contact us within the manufacturers allowed return time, we'll be able to help you return your item(s).
Please note that all returns are subject to a 10%-25% restocking fee by our manufacturers (click here for more detailed info). The customer is also responsible for the cost of shipping the item(s) back.
To be eligible for a return, your item(s) must be unused and in the same condition you received it in. You must also keep the original packaging of the item(s).
Please don't return the item(s) before you contact us. To initiate a return, please contact us first and we'll help you with the return.
All returns must be initiated with our manufacturers. After that, you'll receive an RMA (Return Merchandise Authorization) number from our manufacturer. You can proceed with the return after.
After the manufacturer receives the item(s), they will inspect it. If it's in a unused, new sell-able condition, we'll issue you a refund to your original payment method within 3-5 days.
Important:
- Please make sure you use tracked shipping when you return the item.
- Please make sure you receive an RMA (Return Merchandise Authorization) number first before you return your item(s).
- If a customer refuses a delivery of an item, they will be subject to a 10%-25% restocking fee by our manufacturer + the shipping cost of the returned item(s).
How Do I Get A Refund?
If you have returned your item(s) to the manufacturer and they approved the return, we'll issue you a refund to your original payment method in 3-7 working days.
Can I Cancel My Order?
To ensure our customers receive their item(s) in a timely manner, we usually process orders as soon as we receive them. We process the majority of orders we receive in about 12 hours after purchase.
If your order is processed, but not shipped yet and you want to cancel it, you will be subject to $100 administrative fee. This includes pre-orders.
If your order is already shipped when you want to cancel it, you can follow the steps in the "Return" section. You will be subject to a 10%-25% restocking fee by our manufacturer + the shipping cost of returning the item(s).
Why My Order Was Cancelled?
If you receive an order cancellation email, that means:
1) Your e-bike was not available in stock anymore by the time you ordered: We receive stock updates frequently, but sometimes by the time you place your order, that particular item is out of stock.
2) Your order was flagged by our system: sometimes we receive fraudulent orders. If an order is flagged by our system, it will be cancelled automatically to protect the customer. If you believe your order was flagged by mistake, send us an email and we'll help you get your order through via other payment methods.
Your cancellation email will state the reason for the cancellation. A full refund will automatically be sent to you.
Defiant Spare Battery Charger. Connect it to the frame or the battery directly when it's removed from the frame. It has an output of 54.6V and accepts an input voltage of 100-240VAC at 50/60Hz. The LED indicator changes from red to green when the battery reaches full charge and the charger automatically stops once the battery is fully charged.
