Delivery & Return
- Free shipping on all orders. There is no minimum purchase amount. Affected by Covid-19, there will be a certain delay in shipment.
- All orders will be processed within 1 working day and shipped within 1-3 working days.
- Orders placed Monday through Friday will be processed within 24 hours of placing the order or the next working day. Orders placed Saturday to Sunday or holidays will be processed the next working day.
- Shipping from US/EU/UK warehouses, The delivery time is 9-12 working days.Shipping from CN（China）warehouse, The delivery time is 15-35 working days.
- Shipping time might vary depending on location, shipment method and other factors.
- The actual delivery date may be affected by external factors such as flight arrangements and weather conditions. Please refer to tracking information for the most accurate delivery date.
- We only ship to the United States(excluding Alaska, Hawaii and overseas affiliated islands), Europe (EU countries) and the United Kingdom.
- US Warehouse: only shipped to the US, for US plug products.
- EU Warehouse: only shipped to the EU countries, for EU plug products.
- UK Warehouse: only shipped to the UK, for UK plug products.
- We provide local FedEx, UPS, USPS, TNT, DPD, DHL Express, EMS, China Post shipping services to send packages to customers around the world.
- Orders are shipped randomly, logistics cannot be specified, please make sure you provide the correct address at checkout.we cannot cancel the order or change the shipping address once the order has been sent.
- In general, we will not be responsible for carrier delays or other transportation delays caused by epidemics, holidays, weather conditions, customs inspections, etc., or other reasons beyond our control.
- We currently offer Free Standard Shipping on all orders.
- For some locations that are not covered by free shipping (if possible), we may not deliver or need to pay additional shipping costs.
- In the case of free shipping, the shipping cost of the returned package will be borne by the customer.
In order to ensure the safe delivery of goods, we offer shipping insurance options. If a package is lost in transit, we offer insurance to help offset the cost and your claim will be considered in accordance with the terms and conditions applicable to your shipment.
If you have purchased shipping insurance and your package is indeed lost or severely damaged, you must notify us within 30 days of the shipment being sent. If we review and approve your claim for a lost or severely damaged package, you will be compensated for the corresponding amount or issue a replacement.
DUTIES AND TAXES
- We currently offer customs clearance duty free service for all orders.We offer the DDP (Delivery Paid) shipping method for orders from countries within our delivery range. This includes shipping, customs fees and import fees.
- For all international orders, you will no longer be required to pay import duties, duties and related import taxes (if any).
- Some countries require consumption tax on certain special categories or cross-border goods. Due to different tax rates in different countries, we are unable to pay the consumption tax for you, please pay the customer by themselves.
- Orders with invalid/incomplete addresses will be put on hold for one to two business days. We will contact you via phone or email to confirm the address. If we do not receive your message within the above time frame, the order will be sent to the address entered. You are responsible for any additional costs that may be incurred by invalid addresses.
- Rejected/Undeliverable Shipments: For shipments returned to us due to rejection or undeliverable, we will refund 80% of the product cost minus shipping (two-way). Service fees (maintenance, certification, etc.) are guaranteed but not refundable.
- If the buyer initiates a credit card refund for a rejected shipment, the buyer agrees to pay all refunds and related fees incurred by us. Unless we make a mistake, shipping and handling fees are not refundable.
- If your payment is processed by Paypal, please note that we only ship to the confirmed address provided by PayPal. Before you pay, please make sure your address in PayPal matches the address you would like us to ship to.
- If in any case of some countries and regions, we can not ship to, we will also inform you accordingly by email after your purchase.
CHANGES OF SHIPPING
- If you would like to change the model、color or size of your ebike, you must do so prior to your order being shipped.
- Please note we are not responsible for any lost, stolen, or damaged items due to the actions or inactions of FedEx or any other parcel service.
- If you want to return the package, you will be responsible for paying your own return shipping. Shipping is non-refundable.
- When placing an order, please review your personal information (i.e. shipping address, phone number, email) carefully to avoid any problems or delays in receiving your order.
- In most cases, packages will arrive within the estimated time of arrival. However, the actual delivery date may be affected by external factors such as flight arrangements and weather conditions. Please refer to tracking information for the most accurate delivery date.
- For details on shipping methods, costs and lead times, please see the Shipping Policy page.
- If you have registered an account with viviebikes.com, you can track your order and shipping and handling information on your account.
- You can check and track the delivery status of your order by visiting the official website of the courier company and entering the tracking number in the 'Check your shipment' box.
- You can also use your order number to track your order here.
- You can provide your contact number under the address selected during payment so that the courier company can contact you in the event of any unforeseen circumstances.
- For more shipping information, please email: firstname.lastname@example.org
RETURNS AND EXCHANGES