Clear, fair policies that protect you and respect your purchase.
Order Processing
Once you place your order, here's what happens:
During business hours: We begin processing immediately and aim to ship within 24-48 hours.
After hours or weekends: Processing starts the next business day.
Out of stock items: We'll notify you with an estimated restock date. You can wait or cancel for a full refund.
You'll receive a confirmation email with your order details, followed by tracking information once your bike ships.
Track your order anytime: Click here to track
Shipping Details
Free Ground Shipping: All e-bikes ship free to the 48 contiguous U.S. states. Transit time is typically 3-7 business days after processing.
Alaska & Hawaii: We ship via air to AK and HI at an additional cost. Contact us before ordering to get current rates.
What to Expect Your e-bike arrives in protective packaging, 85-90% assembled. You'll attach the handlebars, pedals, and front wheel—basic tools and instructions included. Need help? We have video guides and support.
Pre-Orders & Backorders
For pre-orders and backorders, payment is collected at checkout. If you cancel before shipping, you're eligible for an 80% refund of the total order amount.
What's the difference?
- Pre-order: A new product that hasn't released yet. Ships on the date listed.
- Backorder: A product temporarily out of stock. Ships when inventory returns.
Order Cancellations
Within 48 hours of ordering: Cancel free of charge.
After 48 hours (if not yet shipped): Cancellations are subject to a $40 administration fee.
Already shipped: Standard return policy applies (see below).
Refunds are issued to your original payment method. Please allow 5-10 business days for your bank to process.
Returns & Exchanges
We want you to love your e-bike. If it's not the right fit, you can return it within 14 days of delivery under the following conditions:
To qualify for a return:
- Item must be unused, in new condition, with original packaging, manuals, and tags
- E-bike mileage must be under 10 miles
- You must request authorization before shipping anything back
Return costs:
- 10% restocking fee (required by manufacturers)
- Return shipping paid by the customer
How to start a return: Contact us at support@ultraebikes.com to request a Return Authorization. Do not ship items back without authorization—unauthorized returns may be refused.
After we receive your return, the item will be inspected, and you will be notified of your refund status. Approved refunds are issued to your original payment method within 5-10 business days.
⚠️ IMPORTANT: Customer Pays Return Shipping
You are responsible for all return shipping costs. E-bikes are large, heavy items—return shipping typically costs $300-$500+, depending on your location and carrier.
We strongly recommend:
- Using a trackable, insured shipping service
- Keeping your shipping receipt as proof of shipment
Ultra E-Bikes is not responsible for returns lost or damaged in transit. If your return doesn't reach us, we cannot issue a refund.
Non-Returnable Items
The following cannot be returned:
- Used or damaged equipment
- Items with more than 10 miles logged
- Helmets (safety/hygiene reasons)
- Special orders or custom builds
- Gift cards
- Gifted orders
- Display or demo units
Damaged or Defective Items
Our manufacturers inspect and pack every bike before shipping. When your order arrives:
- Inspect before accepting. If the box is visibly damaged, note it with the carrier and take photos before signing.
- Check everything within 48 hours. Unbox and inspect your bike thoroughly.
- Report issues immediately. Email photos and/or video to support@ultraebikes.com.
Photos or videos are required for all damage claims. We'll file a claim directly with the manufacturer on your behalf.
What qualifies as damage? Critically damaged means the main structure is obviously deformed and affects normal function.
What doesn't qualify:
- Minor damage to outer packaging only
- Minor scratches or paint imperfections
- Wear to parts after use
- Damage from extended use over time
Important Reminders
Keep your box. If you need to return or file a warranty claim, you're responsible for providing a shipping box. If you've discarded the original, you'll need to source a replacement at your expense.
Authorization is required. Items returned without prior authorization may be refused. Ultra E-Bikes is not responsible for unauthorized shipments.
Damaged in shipping? Retain the box even if damaged—this is required for carrier claims.
Questions?
We're real people in Las Vegas, and we're here to help.
Email: support@ultraebikes.com Response time: Within 24 hours, every time
By completing your purchase, you agree to this shipping and returns policy.