We ship to all Countries in Europe (from our warehouse in Manchester ) Australia and Canada.
Processing Time + Shipping Time = Delivery Time.
Add the processing time to the shipping time for an estimate as to when you will receive your order.
*Order processing time 3-5 business days
*Estimated delivery time 1-2 months
* 2-5 business days after your purchase you will receive a tracking number to your email address provided at checkout to track the shipping progress of your purchase.
Our head quarters is located in New York and most of our warehouses are located in China, so every product ships directly from the factory. We use UPS, FedEx, and DHL to ship our products.
If your order includes several products, the estimated shipping time will vary for each product. We separate most orders, so you can expect them to come separately.
Shipping services
We currently ship to the 50 states of the United States, including Alaska, Hawaii and other islands, and also to Canada, Australia and Europe. If you are not sure if your area is available for shipping, you can email sales@surronbikesuk.com to inquire. Other countries and regions do not ship at this time.
We will ship your order using FedEx or another parcel service, we do not ship to PO Boxes.
Shipping Fee
Shipping is dependent on weight of the product.
Orders
Any changes you make to the shipping information after the item has shipped, including, but not limited to, changing your address, suspending your order, or updating your shipping settings/preferences, may delay your receipt of the product and replacement and/or refund. If you want to change the color of your ebike, you must do so before your order is shipped.
Order Cancellation:
Before shipping: If you cancel your order within 24 hours, you will be refunded ;if you cancel your order after 24 hours, and within 14 days of your purchase, we will not be able to refund your bike until we have processed your refund claim, and received your initial product.
After receiving the order: There will be no refunds on orders after 14 days of receiving the product.
After the order is shipped, you will receive a notification email or SMS containing the order confirmation number. After your order is processed, you will be sent a tracking number via email to track the progress of your ebike.
You will be responsible for paying your own return shipping costs. Shipping costs are non-refundable.
If the shipping address you used is residential it’s possible the shipper may reach out to schedule a delivery appointment. Failure to schedule a drop-off appointment within 14 days after shipper contact will result in an order cancellation and customer will be responsible for shipping related charges.
Please note that delivery dates are ESTIMATES ONLY due to the nature of the bikes and shipping we cannot guarantee a delivery date. If you need a bike by a specific date please reach out and we will do the best we can to accommodate your needs.
Most of our items are eligible for our 7-day refund policy. If your product is faulty, damaged, or missing parts on arrival, you can send it back to us for a refund or item exchange within 7-days of receiving it. Please note, there is no reimbursement for return shipping.
An unpacking inspection is required before you sign for it. If you are not able to unpack the goods at the first time, an unboxing video is highly recommended to prove any shipping damage. If a bike has a minor cosmetic issue (such as a scratch, or chip on the paint), we will attempt to come to a reasonable discount but this is not grounds for warranty replacement or for a return once you signed for it.
Time frame for refunds:
Refunds may take up 3-6 weeks to be shipped back to our supplier and then an additional 5-7 business days to process once we have inspected your product.
How to contact us for a refund
To start a return, you can send us an email at sales@sales@surronbikesuk.com. Please Include pictures and a detailed description of the problems your experiencing with your product. If your return is approved & accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package.
Please note the customer is responsible for all return shipping costs.
Eligibility for all refunds
You may return most new, unused items within 7 days of delivery for a full refund of product cost (minus shipping). Because the nature of our items we always start return eligibility from the date of delivery.
To be eligible for a return, your item must be in unused condition, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Before a return is sent, the customer must have written approval from electric cycle shop If a customer sends a return without written consent from electric cycle shop, a refund will not be issued, and the customer will have to pay shipping to get the item returned or sacrifice the item.
You can always contact us for any return question at sales@sales@surronbikesuk.com
* To be eligible for a return, your item must be unused and in the same condition you received it.
* It must also be in the original packaging.
* To complete your return, we require a receipt or proof of purchase.
* To be eligible, the item must be faulty or damaged. We do not accept refunds if you change your mind.
* If you did not receive your item/s 90 days after ordering and have your order number and proof of purchase.
* If you paid full retail price for your item/s. *Sale items are not eligible for refunds. If an item is discounted, it cannot be refunded.*