SHIPPING & REFUND POLICIES OVERVIEW
RETURNS, CANCELATIONS, & REFUNDS
Most of our items are eligible for our 14 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 14 days of receiving it. Please note, customers are responsible for the cost of return shipping. The return shipping amount will be deducted from the refund issued.
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 customer@zappscycles.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 14 days of delivery for a full or partial refund of product cost (minus shipping and any other fees for restocking or damaged parts). 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 Zappscycles If a customer sends a return without written consent from Zappscycles, 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 customer@zappscycles.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 payed full retail price for your item/s. *Sale items are not eligible for refunds. If an item is discounted, it cannot be refunded.*
Order Cancelation Policy
Cancelling your order will incur a fee for changing the address of your order. Customers are responsible for the Change of Address Fee when cancelling an order. The Change of Address Fee will be deducted from the refund issued.
SHIPPING QUESTIONS
Please note: Most of our products are shipped from China. Typically takes up to 35-75 days to ship depending on product weight and dimensions. All of our shipping quotes are NOT guarantees, rather they are estimations and unforeseen delays can occur to extend current shipping times. Upon receiving orders, Zappscycles will make every effort to fulfill them within the designated timeframe. However, occasional unforeseen circumstances such as severe weather, crises, and various other factors may impact our ability to do so.
Please note that couriers can experience delays or backlogs, Zappscycles cannot be held liable for such shipping delays.
We ship to the United States, Australia, Canada, and Europe. (excluding Hawaii, Alaska, and the Virgin Islands)
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 4-8 weeks
* 7-14 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 Provo, Utah 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 47 states of the United States, excluding Alaska, Hawaii and other islands. We also ship to Canada, Australia and Europe. If you are not sure if your area is available for shipping, you can email customer@zappscycles.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, excluding, 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:
All cancelations are subject to a 3-10% processing fee that will be deducted from your refund amount. Processing fee can range from 3-10% depending on the time frame of your order and what shipping stage your order is in.
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 unless you are eligible for one.
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.
EXCHANGES
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
DAMAGE AND BIKE ISSUES
At the time of delivery, the carrier will provide you with a Bill of Lading (BOL) and/or Delivery Receipt for you to sign. it is important for you to thoroughly inspect your shipment before signing.
Please ensure to visually inspect both the inside and outside of the boxes and make all notations on the paperwork. Each carrier uses their own standard forms, so ensure to fill out the proper spaces provided.
If you've found damage during your inspection, all damage and defects MUST be noted on all copies of the BOL and Delivery Receipt. This is necessary for us to file a claim with the carrier and to assist you with a return, or replacement.
We do not cover repairs or any costs to service assemble or repair your bike. Any damages caused by negligence, crashes, accidents, or misuse is not covered under any warranty.
Email us at customer@zappscycles.com with detailed pictures and notes about issues. DO NOT OPEN BOX OR TAMPER WITH PACKAGING.
ASSEMBLY
Zappacycles is not responsible for any damage caused by incorrect assembly. Please be sure to take care in assembling your bike as the spare parts are difficult to come by. Ensure ALL bolts and components are tightened and properly lubricated. YouTube is a great resource to learn the assembly process.
Video for stealth bomber:
https://youtu.be/GbD22iXsTW8
If you have any additional questions regarding assembly, please reach out to customer@zappcycles.com. Replacement stock on OEM parts and hardware is limited. Please contact your local hardware store or bike shop for compatible replacements.