Heightened Handlebars for RANDRIDE Ebike

RANDRIDE -Shipping Policy

Free Shipping Service：

RANDRIDE have product warehouses in the US, Canada, Poland and HongKong.To make our products to be shipped easily and quickly, and providing customers with better after-sales support services.

Therefore, we provide free shipping service.（Except remote countries or regions that need to be charged remote surcharges or cannot be reached by logistics). Product shipping fee and taxes are paid by sellers, buyers are not required to pay shipping fee and taxes. We cannot ship to PO Boxes or APO, please be sure to include a detailed shipping address. Please click here to view countries/regions that can be shipped.

Order Processing Time：

We begin processing your order within 3 to 7 days after purchase (Monday to Friday).

Once your order has been processed and shipped, you will receive a confirmation email with shipment tracking number. Order real-time tracking information will be updated when your parcel arrives your country by sea or railway. FedEx or UPS or DPD or Postal or Truck logistics company will receive your parcel and update the tracking information. You can check your order tracking number for updates via this link：https://www.17track.net/en

Shipping Method：

Due to the particularity of ebike batteries, it cannot be shipped by air, so our shipping methods are mainly sea and railway. And delivered to your home by FedEx or UPS or DPD or Postal or Truck logistics company in your country.

Your parcel will be transported in two stages, the first stage is sea or rail shipping, and the second stage is FedEx or UPS or DPD or Postal and other express shipping. Your parcel first arrives in your country by sea or rail, then the FedEx or UPS or DPD or Postal or Truck logistics company will receive your parcel at the port or train station in your country, and update your parcel tracking information on their official website, finally deliver the parcel to your home.

During the first stage of transportation（sea or rail shipping）, the tracking information of the tracking number has not been updated yet, because it is in the sea or rail transportation stage at this time, and the courier company has not received your package because the ship or train carrying your parcel has not yet arrived at the port or train station in your country, but you can contact us to help you check the sea or rail shipping status of your parcel through the sea-rail combined transportation logistics company.

Your e-bike will arrive to your doorstep in a big box. All you’ll need to do is unpack, check all accessories, assemble the wheels, mount the pedals, place the handlebar, and make sure all parts is tight. Our technical support team are always available to help, you can contact us via this email：support@randridebikes.com / randridebikes@gmail.com if you have any problems.

Delivery Times：

We will prioritize the product warehouse closest to the delivery address for shipping to ensure that your e-bike can be delivered to your home faster. Affected by the distance between the country of the destination and the product warehouse, the service policy of the logistics company and the logistics policy of the destination. The minimum delivery time is about 3-5 days （Business Days）and the maximum is about 2-6 weeks（Business Days）. Please click here to check your country delivery time.

Shipping Changes & Order Cancellation:

 

Before Shippment

Order Cancellation: If you cancel the order that was placed in 2 hours, the processing fee will not be charged. If you cancel orders that haven't entered the shipping process yet, 10% of the order amount will be charged as the cost of electric bike assembly and packaging, ebike parts procurement and shipping costs.

Change of Shipping Address: No charge fee.

Exchanges Item: No charge fee

After Shipping

Order Cancellation: If your order is shipped and cannot be modified, you may reject the package and 20% of the order amount will be charged as a reshipping fee and processing fee.

Change of Address: If you successfully change your address, $50 will be charged as a processing fee. If you fail to change your address, you may reject the package and 25% of the order amount will be charged as a reshipping fee and processing fee.

Exchanges Item: If you successfully exchange the item, $50 will be charged as a processing fee. If you fail to change, you may reject the package and 25% of the order amount will be charged as a reshipping fee and processing fee.

Note：

1.Reshipping refers to the cost of reprocessing a returned parcel that has already been received and shipping it to a warehouse for storage, not the shipping fee caused by the return.

2.If it is not the return or exchange caused by the quality problem of ebike, buyer need to shall bear the shipping fee and shipping insurance costs caused by delivery and return.（The cost will be deducted from the order amount）

RANDRIDE -Return & Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@randridebikes.com / randridebikes@gmail.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

1.FREE REPLACEMENT & RETURN

Free replacement: please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

In rare instances, the item may be damaged during transportation as received. If damage occurs due to shipping, please contact randridebikes@gmail.com and provide us with photos or videos proof for critically-damaged parts or other quality-related issues. Our customer service team will help to arrange the free replacement.

In rare instances, the ebike part is incorrectly configured, please contact randridebikes@gmail.com and we will immediately arrange to send a correctly configured ebike part as a replacement for free and you can keep the original ebike part for free. In this case, returns are not supported.

*Definition of critically-damaged items: the main structure of the product is obviously deformed and affects its normal functions in any form.

Note: the following situations will be seen as normal or special，and will not apply to the free replacement or return policy:

1. A) Minor damage to the outer packaging.
2. B) Minor scratches or paint loss on the product.
3. C) Damage to parts or wearing parts after excessive use.
4. D) Damage to parts or wearing parts after using for a certain while or a certain number of times.
5. E) Fault or damage caused by unauthorized assembly, disassembly, modification or repair.

Non-replaceable items include, but are not limited to:

• All free accessories.
• Accessories without quality issues.
• Special discount orders.
  

 

For non-quality issues: customer may ask for product replacement or return within 30 days after received it. A 25% processing fee will be applied. The shipping fee and shipping insurance costs incurred by the return of non-quality problems shall be borne by the customer. RANDRIDE will provide a return shipping label, and the designated carrier will collect the return package. The customer may also choose self-return or arrange the return shipment by himself.

 

To be eligible for a replacement or return, the bike must be unused, free from dirt, dust, or any fragrances, and in the same packaging and condition that you received it. The mileage on the LCD screen must be less than 10 miles.

 

Note: if a customer decided to arrange the return shipment by himself and the request has been confirmed by RANDRIDE’s customer service team, it is the customer’s responsibility to ensure the safety of the shipping and the success of the return. The customer must choose the signature confirmation service for the shipment, and we highly recommend adding additional shipping insurance for the return package. RANDRIDE will not be responsible for any damage, loss, or other accident to the shipment arranged by the customer.

 

Non-returnable items include, but are not limited to:

• All free accessories.
• Accessories without quality issues.
• Special discount orders.

                            

2.ORDER CANCELLATION & MODIFICATION

Before Shippment

Order Cancellation: If you cancel the order that was placed in 2 hours, the processing fee will not be charged. If you cancel your order more than 2 hours after placing the order, 10% of the order amount will be charged as the cost of（the order transaction handling fee, payment and refund handling fees). If you cancel an order that has entered the shipment process, 15% of the order amount will be charged as the cost of （the order transaction handling fee, payment and refund handling fees, plus ebike assembly and packaging, ebike parts procurement and shipping costs).

Change of Shipping Address: No charge fee.

Exchanges Item: No charge fee

After Shipping

Order Cancellation: If your order is shipped and cannot be modified, you may reject the package and 25% of the order amount will be charged as a reshipping fee and processing fee.

Change of Address: If you successfully change your address, $50 will be charged as a processing fee. If you fail to change your address, you may reject the package and 25% of the order amount will be charged as a reshipping fee and processing fee.

Exchanges Item: If you successfully exchange the item, $50 will be charged as a processing fee. If you fail to change, you may reject the package and 25% of the order amount will be charged as a reshipping fee and processing fee.

Note：

1.Reshipping refers to the cost of reprocessing a returned parcel that has already been received and shipping it to a warehouse for storage, not the shipping fee caused by the return.

2.If it is not the return or exchange caused by the quality problem of ebike, buyer need to shall bear the shipping fee and shipping insurance costs caused by delivery and return.（The cost will be deducted from the order amount）

 

3.REFUNDS

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method.

We will refund within 3 to 6 business days after receiving your returned items.
After that, the refund time will depend on the payment method.
You will receive a refund notification via email. If you have not received a refund, please check your bank account again first.
Then contact your payment method company, it may take some time to officially release your refund.

Please see the details below:
-PayPal refunds can take up to 48 hours to be processed and displayed in your account.
-Google Pay, Shop Pay, Apple Pay refunds will take 1-5 business days to complete the refund.
-Visa, MasterCard or American Express Credit card refund takes 7-14 business days to appear in your account. This delay depends entirely on your credit card company and any intermediaries.

Please remember it can take some time for your bank or credit card company to process and post the refund too.

4. Return Shipping

To start a return, you can contact us at support@randridebikes.com / randridebikes@gmail.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

To return your product, you should mail your product to our point address.

The shipping method can choose UPS, FedEx, DHL.

Return address: FLAT B6, 1/F, MANNING IND, BUILDING, 116-118 HOW MING STREET, KWUN TONG, HONG KONG

Consignee name : Smith
Contact phone number: 13553746564

You can always contact us for any return or refund question at support@randridebikes.com / randridebikes@gmail.com.