RANDRIDE has product warehouses in the US, Canada, UK, Poland, and Hong Kong. To make our products easy to ship and deliver quickly, and support customers with better after-sales services.
Therefore, we provideĀ free shipping & tax-free service.ļ¼Except remote countries or regions that need to be charged remote surcharges, or countries that can only be shipped by international express (DHL/UPS/FedEx), or cannot be reached by logistics.)Ā Product shipping fees and taxes are paid by sellers, buyers are not required to pay shipping fees 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.
Noticeļ¼Ā Due to logistics policies,Ā for all non-EU European countries, orders can only be delivered from our Hong Kong warehouse via international express Ā (DHL/UPS/FedExļ¼air freight. This option is more expensive, as it does not include free shipping; additional shipping fees will apply. However, the delivery time is only about 1 week.
Free shipping is not available in non-EU European countriesļ¼Except for the UKļ¼; free shipping is available in EU countries and other deliverable countries.
We begin processing your order within 2 to 5 days after purchase (Monday to Friday).
Once your order has been processedĀ and shipped, you will receive a confirmation email with shipment trackingĀ number. Order real-time tracking informationĀ will be updated when your parcel arrivesĀ your country by sea or railway. FedEx or UPS or DPD or Postal or Truck logistics companyĀ will receive your parcelĀ and update the tracking information. You can check your order tracking number for updates via this linkļ¼https://www.17track.net/en
Due to the particularity of ebike batteries, it cannot be shipped by air, so our shipping methods are mainly sea, truckĀ and railway. And delivered to your home by DHL / FedEx / UPS / DPD / Postal / TruckĀ logistics company in your country.
Your parcel will be transported in two stages: the first stage is sea or rail or truck shipping, and the second stage is DHL / FedEx / UPS / DPD / Postal / Truck logistics company shipping. Your parcel first arrives in your country by sea or rail or truck, then the DHL / FedEx / UPS / DPD / Postal / Truck logistics company will receive your parcel at the port or transit 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 transportationļ¼sea or rail or truck shippingļ¼, 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 yourĀ parcelĀ has not yet arrived at the port or train station in your country, butĀ you can contact us to help you check the shipping status of your parcel through the logistics company.
Your e-bike will arrive to your doorstep in a big box. All youāll need to do is unpack, check all accessories, assemble the wheels, mount the pedals, place the handlebar, and make sure allĀ parts is tight. Our technical support team are always available to help, you can contact us via this emailļ¼support@randridebikes.com / randridebikes@gmail.com if you have anyĀ problems.
We will prioritize the product warehouse closest to the delivery address for shipping to ensure that your e-bikeĀ 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 ļ¼BusinessĀ Daysļ¼and the maximum is about 2-6 weeksļ¼BusinessĀ Daysļ¼. Please click here to checkĀ your country delivery time.
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Before Shipping
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 service provider handling feeļ¼when your order payment is more than two hours later, the payment service provider and transaction service provider will charge a handling fee of 10% of the order amount, We actually only received 90% of the order amount, so we can only refund 90% of the order amount). If you cancel an order that has entered the shipment process, 15% of the order amount will be charged as the cost of ļ¼the service provider handling fee, plus ebike assembly and packaging, ebike parts procurement and shipping costs).
Change of 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.
Noteļ¼
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 andĀ shipping insurance costsĀ caused by delivery and return.ļ¼The cost will be deducted from the order amountļ¼
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. Youāll also need the receipt or proof of purchase.
To start a return, you can contact us atĀ support@randridebikes.com / randridebikes@gmail.com. If your return is accepted, weāll 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.
Free replacement:Ā 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:Ā 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 specialļ¼and will not apply to the free replacement or return policy:
Non-replaceable items include, but are not limited to:
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For non-quality issues:Ā customer may ask for product replacement or return within 30 days after received it. AĀ 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.
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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.
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Note:Ā if a customer decided to arrange the return shipment by himself and the request has been confirmed by RANDRIDEās customer service team, it is the customerās 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.
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Non-returnable items include, but are not limited to:
Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā Ā
Before Shipping
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 service provider handling feeļ¼when your order payment is more than two hours later, the payment service provider and transaction service provider will charge a handling fee of 10% of the order amount, We actually only received 90% of the order amount, so we can only refund 90% of the order amount). If you cancel an order that has entered the shipment process, 15% of the order amount will be charged as the cost of ļ¼the service provider handling fee, plus ebike assembly and packaging, ebike parts procurement and shipping costs).
Change ofĀ ShippingĀ Address:Ā No charge fee.
ExchangesĀ Item: No charge fee
AfterĀ Shipping
Order Cancellation:Ā If your order is shipped and cannot be modified, you may reject the package andĀ 25% ofĀ the order amountĀ will be charged as a reshipping feeĀ and processing fee.
Change of Address:Ā 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% ofĀ the order amountĀ will be charged as a reshipping feeĀ and processing fee.
ExchangesĀ Item:Ā If you successfully exchange the item, $50 will be charged as a processing fee. If you fail to change, you may reject the package andĀ 25% ofĀ the order amountĀ will be charged as a reshipping feeĀ and processing fee.
Noteļ¼
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 andĀ shipping insurance costsĀ caused by delivery and return.ļ¼The costĀ will be deducted from the order amountļ¼
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We will notify you once weāve received and inspected your return, and let you know if the refund was approved or not. If approved, youāll be automatically refunded on your original payment method.
We will refund withinĀ 3 to 6Ā businessĀ 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 toĀ 48Ā hours to be processed and displayed in your account.
-Google Pay, Shop Pay, Apple Pay refunds will takeĀ 1-5Ā businessĀ days to complete the refund.
-Visa, MasterCard or American Express Credit card refund takesĀ 7-14Ā 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.
To start a return, you can contact us atĀ support@randridebikes.com / randridebikes@gmail.com. If your return is accepted, weāll 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 chooseĀ UPS, FedEx, DHL.
Return address: FLAT B6, 1/F, MANNING IND, BUILDING, 116-118 HOW MING STREET, KWUN TONG, HONG KONG
Consignee name :Ā Smith
Contact phone number: 13553746564
You can always contact us for any returnĀ or refund question atĀ support@randridebikes.com / randridebikes@gmail.com.
No need to pay any shipping fee & taxes.
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All-inclusive manufacturer's warranty for the owner against all manufacturing defects.
