Shipping Policy
Shipping Method:
1. Currently, VITILAN electric bikes only provide free shipping to the 48 states in the continental United States (except Alaska, Hawaii, and Puerto Rico), and we do not ship to PO Boxes or APO. We will ship from the local warehouse (Warehouse in California, USA), generally using FedEx to ship. Batteries are shipped using UPS.
Order Processing Time:
1. After placing an order for VITILAN's electric bicycle online, please allow us to deal with your order within 1-2 working days.
2. For orders of most accessories and parts, please allow us 2-14 days to deal with your order.
3. For pre-sale products, the shipping time announced on the website shall prevail.
4. After the order is shipped, the tracking information will be sent to your email. If it exceeds this time, please contact our VITILAN customer service team at vitilanebike@gmail.com.
Transportation Time:
Usually, Our delivery time is expected to be 5-7 working days may happen many uncertain problems, but we sincerely hope that you receive our package as soon as possible. Generally, tracking information may take 24-72 hours to update after shipment. If for any reason you did not receive this package or would like more shipping information, please contact our VITILAN customer service team at vitilanebike@gmail.com with the item description and your order number.
Tracking Information:
Signature Requirement:
All shipments will require a signature upon delivery. It is your responsibility to be up to date and contact the shipping for any delivery date changes. Vitilan will not be responsible for any unable-to-be-delivered packages. Please note that once the products are signed and received, Vitilan will not be responsible for any lost, stolen, or damaged items. If you choose not to sign for the delivery due to the covid-19 situation, the above policies still apply.
Tax
We do not collect sales tax from our customers.
Broken or missing product:
We are not responsible for any loss or theft after signing the receipt. Immediately inspect your product for damage within 48 hours of receipt. Freight damage claims are extremely time sensitive. We will not accept claims for shipping damage after 48 hours of receipt of the product. If the goods you receive have different problems caused by transportation damage, please contact our VITILAN customer service team at support@vitilanbike.com in time, and we will give you a solution and corresponding compensation in time.
Canada Shipping Policy
For customers who left a Canadian shipping address, we will add an extra 100 USD shipping fee on the basis of the price of the electric bikes. The order processing time is approximately 1-3 business days. For the specific shipping time of the order and the order tracking, you can consult our customer service team.
Shipping Changes & Cancellations
Before shipment:
You can cancel your order by contacting us at support@vitilanbike.com. Cancellations are not confirmed until you get a valid confirmation email from our customer support team. A 5% credit card processing fee will be deducted (this is not taken by us).
After shipment:
Order Cancellation: For any order that has been shipped (you have received a tracking number) to be canceled. There is a 5% credit card processing fee and a $250 shipping fee.
Change of address: There are no fees if the address can still be changed, if not, you can reject the package and pay a $250 shipping fee to cancel the order.
Order change: Orders cannot be changed.
Rejected shipment:
If an order shipment is rejected and sent back to us via the third-party shipping service, we reserve the right to charge a shipping fee of $250 per e-bike for re-shipment. If you do not wish for it to be re-shipped, we will treat this as a refund request and will require you to pay a $250 shipping fee and a 5% credit card processing fee.