As soon as you place an order you will receive an order confirmation email. The email will include details about the order, and is your record that we have received your order in our system and pre-authorized your payment. You can reply to that email if you have any questions or need to change your order.
Before we contact the warehouse to confirm that the selected item(s) are in stock and available for immediate shipment, all orders are subject to fraud protection analysis. This protects both ourselves and the customer, by ensuring that credit cards are not being used fraudulently, and no ID theft has occurred. This process can take anywhere from a few minutes to 48 hours. Upon fraud clearance, we contact the warehouse to fulfill the order.
The time between placing and order and having it shipped can vary from one day to several weeks. Some products are readily available and can ship almost immediately after an order is placed. If an item is on backorder, you will be provided with an estimated ship date, and once it ships, you should expect to receive the item within 3-7 days.
If a product cannot ship within 48 hours of the order being placed, we contact the customer to let them know what fulfillment timeframes to expect. If a product is on backorder, estimated shipping times are subject to several variables, including delays at US ports.
If your item is on backorder or unavailable, we will reach out to you by email or phone, and see if you want to keep the order and wait for the product to come back into stock; cancel the order; and/or change it for a different item or items. If you cancel your order, we will void the pre-authorization. If available for immediate shipment, we will process the charge and submit the order for shipment.
If your ordered item is in stock and we process the charge to your credit card, it will ship within typically within 24-48 hours from the date of your order. We will send you tracking information within 24 hours of your order leaving the warehouse, to the email address you provided at checkout. Please know that some suppliers will take up to a week to fulfill an order, but we work diligently with each one of them to shorten shipping times on every order.
If you do not receive tracking information, feel free to follow up with us at: firstname.lastname@example.org or by phone (toll free 888-883-3350).
All products are shipped via UPS, FedEx (or similar shipping companies), and may require signature for delivery. IF YOUR PACKAGE APPEARS DAMAGED FROM SHIPPING, DO NOT ACCEPT IT. TAKE PHOTOGRAPHS OF THE DAMAGED BOX, TELL THE DRIVER THAT YOU CANNOT ACCEPT DAMAGED GOODS, AND NOTIFY US IMMEDIATELY. If you accept a package that appears damaged from shipping, it will be much more difficult to process a return. It is advisable to photograph the unboxing, and even record a video of the unboxing and assembly process, thereby qualifying you for a Cash Back Reward of $150.
If you added Guide Shipping Protection to your order and now are experiencing issues, please go to http://www.guidepro.io to file a claim. Once submitted a Guide representative will begin processing your claim and follow up with you via email.
We work diligently with our customers to avoid warranty claims, and will seek to resolve issues amicably. Bicycles and scooters require initial assembly, adjustments and fittings, and regular maintenance thereafter, and none of these requirements are covered by manufacturer warranty. In fact, the inverse is true: failure on the part of the customer to properly maintain their new bike could result in voiding a warranty.
All warranty issues are ultimately between the customer and the manufacturer for genuine issues regarding workmanship or defect within the warranty period, and the supplier will repair or exchange products AT THEIR DISCRETION.
REALLY GOOD EBIKES AND ITS SUPPLIERS DO NOT TYPICALLY ACCEPT PRODUCT RETURNS DUE TO BUYER REMORSE. THEREFORE, BEFORE PLACING YOUR ORDER, PLEASE MAKE SURE THAT THE PRODUCT(S) YOU CHOOSE WILL MEET YOUR NEEDS WITHOUT REGRET. If the customer has not opened or used the item, and it can still be sold as new, the item may to be returned to the supplier (upon their prior approval) and Really Goods LLC will refund the customer once the supplier determines the salability of the item, and has processed their own corresponding wholesale refund. The customer may incur costs related to shipping (both directions) and restocking fees of up to 25%.
All sales are final. At the discretion of Seller, orders cancelled prior to shipment may incur an administrative fee of up to 25%. 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 PAYMENT METHOD USED WHEN PLACING THE ORDER. RETURNS AND REFUNDS ARE SUBJECT TO POLICIES OF THE RESPECTIVE BRAND SUPPLIER. Some brands will accept unopened returns, but the customer will often bear the cost of the original shipping, return shipping, and a restocking fee. So please, before placing your order, make sure this is a product you want and will not regret purchasing. Seller may cancel orders at any time, at his sole discretion.