Shipping & Delivery
1. Where can we ship the ebike?
At the moment, we can only ship within the country of Australia.
We provide free shipping Australia-wide.
Please kindly note that for ODA areas, we might not be able to provide free shipping and order execution. We kindly ask for your understanding.
Our free shipping scope is within $200, if unfortunately the shipping fee has reached this threshold, we will kindly reach out for your choices and decisions.
2. How long will you receive the package and how to track it?
We will use reasonable endeavors to deliver the goods on any specified date we agree, or if no date is specified, within 60 days after the date on which we accept your order(since pre-orders might be involved).
Our in stock products typically ship out of the warehouse 1-2 business days after you place your order.
Then it takes between 3-7 business days in transit to arrive at your door (Remote/Western Australia might take up to 10 days).
To streamline the process, different products may ship from different carriers, meaning multi-product shipments may not always arrive together.
Once your product ships, you’ll receive a shipping confirmation email with a tracking number.
The products you order will be sent from our Australian warehouse partner, the same address to receive returns if needed.
3. What if you receive a wrong product?
If you receive a damaged or defective product(s) or you see discrepancies in quantity or quality between the product(s) delivered and the specification thereof in the relevant order confirmation or invoice, please take clear pictures of the situation and contact our customer service within 3 days after the receipt of the product(s). We will conduct investigation and make every reasonable effort to assist you solve the problem.
4. What if I don't receive the package?
You should have received an email with the tracking number provided. Please kindly check the status and we ask you to kindly keep waiting if the product is currently in transit.
If ten days have passed and you have not received any update, or the tracking shows a delivery confirmation, please kindly contact us and we will help you track down the order or request a refund.
You have not received your package and five days have passed since the maximum estimated delivery date or the tracking shows a delivery confirmation, whichever is sooner. Note: We may require you to first contact us and either wait for a response for 48 hours before you are eligible to request a refund.
6. In case of unforeseen circumstances.
In the case of unforeseen circumstances beyond our reasonable control (for example, adverse weather conditions, unpredictable delays caused by traffic congestion, road works, diversions or mechanical breakdowns, unforeseen production delays, delays caused by third-party suppliers, in each case to the extent beyond our reasonable control) we may not be able to deliver the goods within these timescales and we will not be liable for any delay or failure to deliver the goods if the delay or failure is wholly or partly caused by such circumstances. If a timely delivery does not take place, an alternative delivery date will be given. Special circumstances such as a high volume of orders, new product releases, or restock days may also lead to longer shipping times. If this is the case, we will note it on the product page and send a follow-up reminder via email.
7. What if the products get lost during the shipping?
In case the ordered product(s) do not reach the provided address (when correctly provided) or get lost during the shipping process, we retain the right to a full investigations and search that can take up to 30 days. Within this period, we retain the right to withhold a full refund or having to resend the same product(s). We will always update you on the progress and results of the investigation, upon which suitable and reasonable action can be taken.