Shipping Policy for Surlybiked

At Surlybiked, we strive to deliver your EBikes (including Touring, Trail, Pavement, and Haulin models) and related products quickly, reliably, and at no extra cost—no matter where you are in the world. This Shipping Policy outlines our shipping processes, timelines, and terms to keep you informed every step of the way. By placing an order with us, you agree to the terms outlined below, which complement our Terms of Purchase and Refund Policy.

1. Shipping Coverage: Global Delivery

We offer free standard shipping on all orders worldwide, with no minimum purchase requirement. This includes:

  • Domestic shipping (within the United States, including Alaska and Hawaii).
  • International shipping to all countries (excluding regions with active shipping restrictions or sanctions imposed by relevant authorities, such as the UN or U.S. government).

If your destination is subject to shipping restrictions, we will notify you immediately after order placement and offer to cancel the order for a full refund or hold the order until restrictions are lifted (at your discretion).

2. Order Processing Time

Before your order ships, we need to process, inspect, and prepare it for delivery. Our standard processing timeline is:

  • 1–3 business days from the date you place your order (excluding weekends, public holidays, and peak seasons like Black Friday or holiday sales).

During peak periods, processing time may extend to 4–5 business days, but we will always notify you via email if your order is delayed beyond 3 business days. You can check your order status at any time by logging into your Surlybiked account or contacting our customer service team at [email protected] with your order number.

3. Delivery Timeframes

Once your order is processed and shipped, delivery times vary by shipping method. We offer two main delivery options:

3.1 Standard Shipping (Free Global)

  • Delivery Time: 6–12 business days from the date your order is dispatched (not the date of purchase). This timeframe applies to both domestic and international orders, with minor variations based on your location (e.g., remote areas may take 1–2 extra days).
  • Carriers: We partner with trusted global carriers (e.g., UPS, FedEx, DHL, and local postal services for remote regions) to ensure reliable delivery. The specific carrier will be confirmed in your “Order Shipped” email.
  • Tracking: All standard shipping orders include tracking information. You will receive a tracking number via email once your order ships, allowing you to monitor its progress through the carrier’s website.

3.2 Expedited Shipping (Optional, Fee-Applied)

For customers who need their EBikes faster, we offer expedited shipping:

  • Delivery Time: 3–5 business days from the date of dispatch (domestic U.S. orders) or 4–7 business days (international orders).
  • Cost: Expedited shipping fees are calculated based on your destination and the weight of your order. The exact fee will be displayed during checkout, before you complete your purchase.
  • Carriers: Expedited orders are shipped via premium carriers (e.g., UPS Express, DHL Express) for priority handling and faster transit.
  • Guaranteed Delivery: While we strive to meet expedited timelines, we cannot guarantee delivery dates for international orders due to potential customs delays (see Section 5 for details on customs).

4. Shipping Confirmation and Tracking

  • Shipping Confirmation: Once your order is dispatched, we will send a “Order Shipped” email to the address associated with your account. This email includes:
  • Your unique tracking number.
  • A link to the carrier’s website to track your package.
  • Estimated delivery date.
  • Tracking Updates: Carrier tracking systems may take 24–48 hours to update after your order is shipped. If you do not see tracking updates within this period, contact us at [email protected], and we will assist you.
  • Lost or Stuck Packages: If your package is marked as “in transit” but has not updated for 5+ business days (standard shipping) or 3+ business days (expedited shipping), notify us immediately. We will work with the carrier to locate the package, and if it is confirmed lost, we will either reship your order for free or issue a full refund (per your request).

5. International Shipping: Customs and Duties

For international orders, please note the following:

  • Customs Clearance: Your package may be subject to inspection by your country’s customs authorities. This process can cause delays beyond our control (typically 1–3 business days, but sometimes longer for complex inspections).
  • Duties and Taxes: Surlybiked does not cover import duties, taxes, or customs fees. These charges are imposed by your local government and are your sole responsibility. Customs authorities will contact you directly to collect these fees before delivering your package. Failure to pay duties/taxes may result in the package being returned to us, and you will be responsible for any return shipping costs incurred.
  • Documentation: We include all necessary customs documentation (e.g., commercial invoice, product description, value declaration) with your order to facilitate smooth clearance. If you need additional documentation (e.g., for tax purposes), contact us at [email protected].

6. Delivery Requirements and Responsibilities

  • Accurate Shipping Address: You are responsible for providing a complete, accurate, and accessible shipping address (including apartment numbers, building codes, or landmark details for remote areas). We are not liable for delayed or undelivered packages due to incorrect address information. If a package is returned to us because of an invalid address, you will need to pay for reshipping (or request a refund minus original shipping costs, if applicable).
  • Signature Requirements: For high-value orders (e.g., EBikes over $1,000), carriers may require a signature upon delivery. If no one is available to sign, the carrier will leave a delivery notice with instructions to reschedule delivery or pick up the package from a local facility.
  • Package Inspection: Inspect your package immediately upon delivery. If the packaging is damaged, or the product inside is broken/missing parts, take photos of the damage and notify us within 48 hours of delivery (per our Refund Policy). Failure to report damage within this timeframe may limit your eligibility for a replacement or refund.

7. Shipping Restrictions

We cannot ship to the following:

  • PO boxes, APO/FPO addresses, or military bases (due to carrier limitations for large items like EBikes).
  • Countries under U.S. or UN sanctions (e.g., Iran, North Korea, Syria—subject to change based on regulatory updates).
  • Regions with active natural disasters, civil unrest, or logistical disruptions (we will notify you of such restrictions before processing your order).

8. Peak Season and Holiday Shipping

During peak periods (e.g., November–December holidays, Black Friday, Cyber Monday), shipping carriers may experience high volumes, leading to:

  • Extended processing times (up to 5 business days).
  • Delayed delivery (1–2 extra days for standard shipping).
  • Limited expedited shipping availability.

We recommend placing holiday orders at least 2 weeks in advance of your desired delivery date to account for potential delays. We will post updates on our website and social media channels regarding peak season shipping timelines.

9. Contact Us

If you have questions about your order’s shipping status, need to update your address, or have concerns about delivery, contact our customer service team:

We aim to respond to all shipping-related questions within 24 business hours and resolve issues as quickly as possible.