Shipping, Returns & Refunds
TRACKING YOUR ORDER
Ultra E-Bikes is proud to provide you with a seamless shopping experience. We will send automated tracking updates once we receive the Tracking Number for your order. You can also track your order by clicking here.
Once your order is placed, you will receive a confirmation email or text with your order details, which means our system has properly processed your purchase and pre-authorized your payment method.
If you order during business hours, our team will immediately start processing your order and begin shipment as soon as possible.
If you order after business hours or on the weekend, we will begin processing your order the next business day. If you happen to order something that is out of stock, we will notify you and give you an estimation of when it will be back in stock.
PRE-ORDERS & BACKORDERS
For all pre-orders and backorders, your method of payment will be charged immediately. There will be no delay in payment collection, regardless of when the item is expected to ship. Any pre-orders or backorders that are canceled before shipping are only eligible for an 80% refund of the total order amount.
A backorder allows you to reserve an item that is currently out of stock. It functions the same as a normal purchase, except your ordered item will be shipped at a later date as specified on the product page. Pre-orders are typically for completely new products that are not yet released. Our backorder process is for items that have been available but are temporarily out of stock.
You can cancel your order free of charge up to 48 hours after the order was placed and if the order has not been physically shipped.
- All orders that have NOT shipped can be canceled after 48 hours and are subject to a $40 administration fee.
- If your order has been shipped, then the standard return procedure would apply.
- Refunds will only be issued to the original method of payment used when placing the order.
Please allow 24-48 hours (excluding weekends) for order processing before items are shipped. Transit times for ground shipments usually take 3-7 business days. Packages shipping to AK & HI ship by Air at additional cost. Contact us before purchasing to get the latest rates.
Our manufacturers carefully inspect and pack each item before it is shipped. When your package arrives, please make sure you thoroughly inspect all of your items before you accept them. If any visible damage is seen, take pictures of the affected areas, then reject the delivery of the item and obtain a copy of the receipt if applicable.
For us to better understand the problem and solve it effectively, photos and / or videos are REQUIRED as evidence.
*Definition of critically-damaged items: the main structure of the product is obviously deformed and affects its normal functions in any form.
Note: the following situations will be seen as normal and will not apply to the free replacement or refund policy:
- A) Minor damage to the outer packaging.
- B) Minor scratches or paint loss on the product.
- C) Damage to parts or wearing parts after excessive use.
- D) Damage to parts or wearing parts after using for a certain while or a certain number of times.
Contact us by sending your photos to firstname.lastname@example.org and we will file a claim with the manufacturer. Any claims for damage reported are handled directly by the manufacturers.
RETURNS/EXCHANGES & REFUNDS
Unused bikes, parts, and accessories may be returned within 14 days of your receipt of the products by contacting us HERE.
- Items in your order must be unused, in new condition with the original packaging and manuals
- Mileage on the e-bikes must be less than 10 miles.
- The customer is required to pay return/exchange shipping. All returned orders are subject to a 10% restocking fee.
Non-returnable items include, but are not limited to:
- Used, Undamaged Equipment
- Apparel (clothing, hats, etc)
- Battery Packs
- Special orders
- Gift cards
- Gifted orders
- Items that display wear
- For the purpose of warranty and returns, you are responsible for providing a return shipping box at your expense if you have discarded the original box in which the product was shipped.
- PLEASE RETAIN YOUR BOX even if it has been damaged in shipping.
- ITEMS CANNOT BE RETURNED WITHOUT AUTHORIZATION FROM OUR CUSTOMER SERVICE TEAM.
- If a return is received without an authorization code, the shipment is likely to be lost. Ultra E-Bikes accepts no responsibility for items returned to us without explicit authorization.
*Exclusions - Since we are authorized dealers of many brands, it is recommended the return policy is read that applies to the selected brand.
*By purchasing on our website you agree to our returns/cancelation policy.