Shipping & Returns

Frequently Asked Questions about Shipping:

  • 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.

 

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Order Confirmation:

We understand that getting your items quickly is important to you, so we make every effort to process your order as soon as possible.

As soon as you place your order, you will receive an order confirmation email.  This means that we have received your order in our system and pre-authorized your credit card for the purchase.  As soon as we receive your order, we automatically reach out to our suppliers to confirm that it is in stock and available for immediate shipment.  If your item is on backorder or unavailable, we will void the pre-authorization and reach out to you via email. If your item(s) are available for immediate shipment (within 5 business days), we will process the charges and submit the order for shipment.


Order Shipment:

If your order is stock and we process the charges to your credit card, it will ship within five business days from the date of your order.  We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provided when checking out.  If you do not receive tracking information from us within six business days of your order, feel free to follow up with us at info@urban-ebikes.com


Shipping Times:

We provide ground shipping to the lower 48 states. Orders to AK & HI are shipped by AIR at additional cost.  You may contact us at info@urban-ebikes.com to obtain rates for those shipments. 

Shipping to the lower 48 states usually takes between 3 to 5 business days but you should allow 3 to 10 business days depending on the carrier we use (FedEx, UPS and/or USPS) and delivery location.

 

Damages:

Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it when signing for delivery.  If your item(s) do arrive damaged, please send photos to info@urban-ebikes.com and we will process an insurance claim on your behalf.

 

Cancellations & Refunds:

All sales are final. All orders canceled after 24 hours are subject to up to a 20% administration fee, whether or not your order has shipped.  If your order has shipped, you (the buyer) will also be responsible for actual return shipping charges. Refunds will only be issued to the original credit card that you use when placing your order.

 

Returns:

Returns are subject to suppliers' return policy (7-30 days depending on the manufacturer - some manufacturers return policies are up to 90 days).
Information about specific product/brand return policies can be found on each product page under the product picture where it says "RETURNS"

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items

To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Please note that you as the customer will be responsible for paying for the return shipping costs of the item(s) in your order, the original cost of shipping to your shipping address, 3% refund processing fee and you may be subject to a restocking fee.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@urban-ebikes.com.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@urban-ebikes.com.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping
To return your product, you should contact us at info@urban-ebikes.com. 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

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How fast do you ship the orders?

Usually within 1-2 business days unless the item is on pre-order or out of stock in which case you'll receive an email within 1 business day to notify you about your options.

When will I receive the tracking number for my order?

As soon as your package ships out.
You'll also receive updates for when your order has shipped and when it is due to arrive, and when it is out for delivery, so you can be ready to receive it.
You'll also get a notification if there is any delay with your shipment so you know ahead of time what is going on.

How long will it take for my order to arrive?

Usually between 2-10 business days depending on your location.
If your item is a special order or on backorder, it may take longer - in this case you'll receive an email within 1 business day to notify you about your options.

Which courier will deliver my package?

We ship via UPS, FedEx, USPS, and select LTL freight companies.
It usually depends on the size of your package and the destination.

If I'm looking for something that you don't carry on your website, can I special order it?

Yes! Please contact us by phone, chat or email to inquire about the price and to place
your order.

Can I place my order over the phone?

Yes!
We are available at 866-960-8616 on weekdays from 9am to 5pm.
Alternatively, you can use the chat or email us at info@urban-ebikes.com

Do you offer financing?

Yes, we do!
Please check below for details.

 

Buying an electric bike is not a small investment, that's no secret.

Which is why we've partnered with Klarna to offer you a simple, risk-free way to finance your e-bike purchase! Klarna provides payment solutions for 60 million customers across 100,000 merchants in 14 countries.

The great thing we love about Klarna is that they offer an option with 0% interest if you pay within 6 or 12 months (depending on the total price).

You can place your order today and then pay in easy monthly installments later.

You can click on the Klarna widget on each product page to learn more!

How To Place An Order With Klarna:

Step 1: Add an order to cart and click to go to the checkout.

Step 2: Fill out your details and click "Continue to shipping method".

Step 3: Select the shipping method and then click on "Continue to payment method".

Step 4: Choose the option "Buy now, pay later with Klarna" and click "Review order" and then "Complete order".

Step 5: Select the option you prefer and click "Place Order". You'll be asked to enter your details for Klarna to verify. After that, you'll receive an instant approval decision and Klarna will create an account for you. You can use that account anytime you want to place orders in the future! 

That's it!!

Click here to learn more about Klarna! 

 

Please let us know if you have any questions or if there’s anything we can help you with by contacting us!

Happy riding!
Urban E Bikes Team

Where are you located?

We are based in Brooklyn, New York but we have warehouses all over the country!

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