Shipping and Returns Policy
April 28, 2023 2024-02-28 23:17Shipping and Returns Policy
Shipping & Return
It’s on us. We offer 10-day free delivery.*
We want you to get on the saddle as soon as possible. That’s why we work with UPS to deliver your e-bike within the USA in 10 business days. You’ll receive a tracking code via email once we’ve shipped your order. Currently, we only ship to the lower 48 states and Hawaii. An adult signature is required on delivery.
We process orders Monday through Friday. Orders placed after 3 p.m. Eastern Time on Fridays or weekends will be processed the following Monday morning or the next business day. All in-stock orders are processed within two business days.
Don’t stress. Your bike will arrive 90 percent assembled. This four-minute video will guide you through LX2’s setup process step by step. PX2’s tutorial can be found here. Follow along with the tools provided. Easy.
Bike arrived damaged? That’s not like us. Take photos and contact us right away.
Free delivery + Professional assembly
Want a professional mechanic to assemble your new e-bike? Not a problem. We can ship to any bicycle store within the continental US for free; just be sure to talk to a bike shop near you first. If they agree to receive your e-bike in 10 business days on your behalf and take care of assembly, enter the bike shop’s address in the shipping section, and you’re good to go. You’ll receive a UPS tracking code via email once your order has been shipped.
Just a heads up — you’ll be responsible for the assembly fees.
*Shipping times are based on our best estimate. However, delays can occur in transit, so an order may take longer to deliver. Please contact the courier for more information.
14-day free returns
The ultimate way to experience a Smalo is riding it. That’s why we encourage you to test your bike at home. We want you to love your bike, but if you’re not completely happy with it, send it back to us within 14 days of receiving your order and we’ll issue a full refund. We’ll even cover the shipping. Contact us to initiate a return and UPS will collect it for free.
There are a couple of caveats. We can only issue a refund if:
- The product is new and in its original condition. That means no scratches, damage, or signs of wear and tear.
- You received the purchase within the last 14 days.
- The original packaging (boxes, protective packaging, quick start guide, tools, etc.) is returned with the bike in its original packing material.
- Your proof of purchase is submitted.
- The package is shipped within the United States.
Follow this 5-minute video (here for PX2 video) to pack up LX2 in the same way it arrived, so it can find its way back to us safely. If you need a new box, get in touch. We can send one your way for a flat rate of $99. As soon as our QA team confirms the condition of the returned bike, we’ll refund the money back to your original payment method. Processing time will take 10 to 15 business days, depending on the payment provider.
If our QA team spots visible wear and tear, scratches, damage, or unusual misuse, we’ll charge a 25 percent re-stocking fee.
In addition to our standard 14-day returns policy, we offer an extended holiday season returns policy to make gift purchasing even easier.
Returning or canceling a pre-order
If your pre-order purchase isn’t quite right, you can return or exchange it within 14 days of receipt. Simply contact our Customer Care team for assistance.
If, for any reason, you need to cancel your pre-order, please contact Customer Care, who can look into this for you.
Sometimes the unexpected happens. On the rare occasion that we aren’t able to fulfill your pre-order item, we’ll let you know and issue a refund. If you’ve ordered other items, don’t worry. We’ll still send them to you.
And finally, this return policy only applies to purchases made on www.smalo-ebikes.com. Any purchases made at an Authorized Dealer are subject to that Dealer’s specific return or exchange policies.
Call us at (855) 980-2378
