Shipping Info
Order Shipping Time
Your order will be processed within 48 hours on working days.May take 2-7 days for delivery. In the event of a new product release, pre-sale or restocked product, we will indicate the expected delivery date on the product page. If you do not receive your order within 14 working days, please feel free to contact us at support@urbangobike.com.
Email Confirmation
Once your order has shipped, a shipping confirmation email will be sent to the email address attached to your order. Please note that urbango cannot provide any additional shipping information or documentation for any third-party shipping outside of urbango's normal shipping process.
Transportation Scope
Our shipping services are only available to addresses in the 48 continental United States. Shipping to Hawaii, Alaska, Guam, Puerto Rico, and other U.S. territories are currently unavailable.
Freight
All e-bikes come with free shipping.
Shipping Carrier
Urbango prioritizes FedEx for prompt delivery. We will try our best to ship your order in one box, but sometimes we need to ship it in multiple shipments. If you don't receive the product at the same time, please don't worry.
Shipping Damage
Damage to the outer packaging does not mean there is a problem with the item. Due to the uncertainty of delivery and unforeseen circumstances, we cannot guarantee the integrity of the outer packaging. We advise customers to file a claim with the carrier as soon as possible once they discover damage to the outer packaging. Please contact us promptly by emailing
support@urbangobike.com and provide photo or video proof to resolve missing parts, severe damage, or other quality-related issues. Our customer service team will help arrange a replacement.
Processing Time: If the product is damaged, please contact us within 5 days. We do not accept any returns for shipping damage after 5 days of receipt of the product and all shipping damage claims will be denied.
The following situations will be considered minor and not applicable to the free exchange or refund policy:
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The outer packaging is slightly damaged.
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There are minor scratches or peeling paint on the product.
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Forgeable parts are bent due to transportation.
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Replaceable bicycle parts on handlebars.
Refuse To Receive Goods
If you refuse to charge an order that you asked us to ship to you, we reserve the right to charge a flat fee of $100 per e-bike to partially cover our shipping costs. We cannot change, block or cancel orders that have already been shipped. If you refuse delivery, we will treat your order as a return (if your order is returned to us) and issue a refund of the purchase price, less $100, to your original payment method. Please note that in order to receive a refund, you must notify urbango of any refusal to ship. Failure to do so will result in significant delays in the time it takes for you to receive a refund for any rejected items.
Lost Items
If you have not received the items you ordered from Urbango within 30 days of the delivery date, we encourage you to contact us as soon as possible. If you do not contact us within 30 days of placing your order, we will assume that you have received all items and will not keep a record of the shipping information. To ensure that we can assist you effectively, please provide us with your order number and any other relevant information when contacting us.
Our customer service team will immediately investigate the matter and take appropriate action. If we determine that the item has not shipped, we will send you a new order containing the missing item as soon as possible. If the item is out of stock, we will issue a full refund for the item in question.
