Shipping Policy

UrbanBikesDirect.com goal is to process your order within 3 hours of your purchase. By Achieving this we have the quickest shipping times in the industry.

All ebikes are shipped domestically. We will quote shipping prices outside of continental US if you want to pay for that cost. (Canada, Puerto Rico, and Hawaii)

Free Shipping relates to items over $349 and with a total weight of under 100 pounds. Free shipping is also only for Ebikes/Scooters/Skateboards and not accessories. Shipping fees (both ways) will be charged for any returned items which will be deducted from a refund.

Ebikes/Scooters/Skateboards under $349 will have a $14.99 shipping charge.

Our goal is to keep the ordering process as simple as possible. Shipping times vary from 1-3 business days if in stock and delivery time varies between 3-10 business days if your product is in stock.

System Disclaimer: Items listed out of stock in the description will still give a lead time up to 3 days to ship out so please be aware of that. If you order an item that clearly is out stock then you will be held to the cancellation and return policies if you wish to cancel.

Select Electric Skateboards can have extended lead times if they are located overseas and not in stock in the US.

Select batteries can have extended lead times if they are located overseas and not in stock in the US. Lithium issues are causing battery delays so sometimes the shipment will come from overseas vs a local warehouse causing delays from 1 to 3 weeks.

Please read through this instructional guide so you can understand how the process works and what you should expect to happen once you place your order with us.

Tracking an Order

UrbanBikesDirect.com will send you automated tracking updates once we receive the tracking number for your order. You can also track your order by clicking here.

Order Confirmation:

You will receive an order confirmation email as soon as you place your order. This means that we have authorized your credit card for the purchase and are preparing your order for shipment.
As soon as we receive your order, we automatically reach out to our warehouse to confirm that it is in stock and available for immediate shipment.
If your item is on backorder or unavailable, we will reach out to you via email.
If your item(s) are available for immediate shipment, we will process/capture the charges and submit the order for shipment.

Order Shipment:

If your order is in stock and your credit card is approved by our fraud guarantee department, the product ordered will ship within 1-3 business days from the date of your order.
We will send you the tracking information within 24 hours to the email address you provided when checking out.
We ship daily via UPS Ground, Fed Ex Ground, and Freight to the continental 48 states. Most all orders will ship the same day as ordered if the order is submitted before 4pm EST (some exceptions apply, some part & freight orders may not ship until the following day).
Some parts orders and freight shipments are subject to ship the following business day if the order is placed close to the 4pm cut off time.
Shipping costs are included with any unit going ground to the continental 48 states. AK & HI ship by AIR at additional cost.
We do not offer Cash On Delivery.
A phone number is required by the freight company so a delivery appointment can be made.
Failure to provide this at the time of order may cause a delay in delivery as freight items will not be delivered without an appointment.
A delay in delivery may also cause additional storage fees to accrue that will need paid prior to delivery.

Note to international customers: You are responsible for any and all duties or taxes that may apply. (see details below)

Customs, Duties, and Taxes: Import duties, taxes, and charges are not included in the item price or shipping cost. The recipient of an international shipment may be subject to customs brokerage fees, import duties, and taxes after the shipment reaches the destination country. Additional charges are the responsibility of the recipient because we have no control over these government-imposed charges and cannot determine what they may be. Customs policies vary greatly among countries. Therefore, we cannot, and will not, offer advice about taxes in your country. We report the amount of the sale on the Customs form. Please do not ask us to claim less than the actual purchase amount. It is the customers responsibility to know the legality of the electric bike ordered in their country. Do not order items that are illegal to import into your country. Laws are different in every country and we cannot keep up with them all. It is your responsibility to check with your Customs office to see if your country permits the shipment of our electric bikes to your country.
As the buyer, it is your responsibility to find out that information before you order. Please contact your local customs office for information.
To avoid a delay in receiving your order from customs, consider the following:
Provide us with a phone number where you can be reached by customs when your bike arrives. This phone number will be listed on the commercial invoice so customs can reach you to clear your order.
Please do not refuse a shipment or ignore requests from carriers regarding duty and/or tax liability charges. Be aware that most carriers will hold a shipment for 5 days after arrival in your country before they return it to the sender.
We do not refund original shipping charges for goods that are refused for delivery at customs.
We will deduct all additional fees resulting from refused international shipments from your refund.
If we are charged for YOUR taxes and duties on the shipment or incur any penalty or lawsuit related to your order or shipment, we will post the charge to your credit card.
If the package is seized by Customs for any reason and we do not receive the package back, we will NOT issue you a refund since, obviously, local laws and regulations determine the fate of the package. If we do receive the package back after being seized, you are still responsible for the shipping charges and any other fees plus penalties incurred.

We ship via UPS and Fedex for most electric bikes, USPS for small parts and accessories, and freight for large bikes.
If you don't receive tracking information from us within six business days of your order confirmation, feel free to follow up with us at support@urbanbikesdirect.com

Damages:

Please inspect the packaging of your items when they arrive.
If there are is any damage upon arrival, you can file a warranty claim to get replacement parts for anything that's damaged.
If your item(s) do arrive damaged, please send photos/videos to support@urbanbikesdirect.com and we will process an insurance claim on your behalf.
We do recommend recording the opening of your item to bolster any claims.

Cancellations & Refunds:

- You can cancel your order free of charge up to 24 hours after the order was placed only if the order has not been processed and/or physically shipped.
- All canceled orders are subject to an administration fee equal to 20% of the total order amount, whether or not your order has shipped. This is a fee that covers administrative and finance fees.
- Pre-orders or accepting the price and waiting on out of stock items will incur a fee up to 20% if cancelled. These items will have the payments captured which is the reason for the fees.
- If you order has already shipped, you (the buyer) will be responsible for all shipping charges if you are still wanting to cancel the order. Refunds will only be issued to the original form of payment that you use when placing your order.
- If a vendor flags your account and we have to cancel your order there will be a 15% admin/finance fee charge before refunding your payment.
- System Disclaimer: Items listed out of stock in the description will still give a lead time up to 3 days to ship out so please be aware of that. If you order an item that clearly is out stock then you will be held to the cancellation and return policies if you wish to cancel.

Backorders:

From time to time, a product may run out of stock at our warehouse and the website wasn't updated when you placed your order. In that case, we will send you an email right after you place your order notifying you of the backorder, what the expected time for arrival is, and what substitutes are available in case you are interested in getting something else sooner. Thanks for your patience and understanding.
The expected arrival time may change due to unforeseen circumstances like a shipment getting held up at the port upon arrival or the factory missing a certain part needed to complete the manufacturing process.
If the arrival time changes on your order, you can let us know whether you would like to keep the order, substitute for a different electric bike, or cancel the order altogether. If the delay is more than 2 months and you would like to cancel we will only charge a 5% cancellation fee due to the inconvenience. Please see our cancellation policy for your particular situation.
Once back orders arrive, we will notify you by email with your estimated ship date and you will receive an email with tracking information within 1-3 business days.

This section will give you the essential information about what to expect with the delivery of your item. If you purchased one of our large and heavy items your item will ship freight LTL will be delivered via a lift gate truck.

Important Freight LTL Shipment

When the item reaches your city or a city near yours the dispatcher will call you to set up a future delivery date and time with you. The item will not be delivered until you set up this appointment.
You need to be at the delivery address during the delivery window to receive and sign for the item.
The dispatcher will let you know what dates they have available. Delivery appointments can only be scheduled Monday thru Friday. The delivery times can only be scheduled in delivery windows of 8 am - 12 pm or 12 pm - 4 pm. Depending on the freight company the delivery window may differ. A fixed delivery time cannot be scheduled. Example 9:00 am. It can only be scheduled in a delivery window time frame.
Please make sure the phone number you entered at checkout is a good number to contact you at.
Don't screen your calls until your item has been delivered.
The item will be delivered via a lift gate truck with one delivery person. It will be placed at your door or the closet area near your door. Due to the large size, it may not be possible to be placed at your door.
Be sure to keep all your packing materials including the pallet. If you decide to return the item you will need to have all the original packing materials.

How to Handle Damages, Exceptions or Discrepancies at time of Product Delivery (Carton packaging appears to have some damage such as ripped, holes, large dents, open carton, or items are missing):

Carton damage requires visual inspection of contents of the unit.
UrbanBikesDirect recommends IMMEDIATE inspection, with driver present, to verify damage. If contents are damaged, indicate damage on carrier’s paperwork and notify UrbanBikesDirect immediately.
IMPORTANT: If contents cannot be inspected immediately, notation on carrier’s paperwork must state: “Carton damage, subject to inspection” and list type of damage.
Contents must be inspected within 48 hours of arrival and actual damage reported to the carrier

Carton packaging has excessive damage with the exposed electric bike:

Refuse shipment
Sign carrier paperwork: “Carton damaged and refused”
Notify Urbanbikesdirect.com immediately.

Stolen Item Policy

Shipping with signature required:

Once a package is delivered per the shipping vendor with a signature, Urban Bikes Direct (UBD) relinquishes any responsibility for the package. The following steps should be followed though if the customer would like UBD to help with a resolution:

File a police report and obtain a proper police report case #.
File a claim directly with the shipping vendor (Fedex, UPS…)
Send email to support@urbanbikesdirect.com as soon as you realize a package has been stolen and our support team will work with you regarding the Claim info and eventually the police report #. If Video footage or pictures are available as evidence please send those as well.
If the package was insured then we will issue a refund based on the insurance policy. (for example, some items will only be insured for a certain percentage of the total cost)
Overall, the issue will be resolved based on all the factors above and we will do everything in our power to advocate for our customers

Shipping without a signature required:

Once a package is delivered per the shipping vendor, Urban Bikes Direct relinquishes any responsibility for the package. We will still assist the customer with communicating with the shipping vendor and assessing if there is any shipping insurance that would help with filing claims and attaining some level of resolution. These are the following steps that should be followed when an item is missing/stolen.

File a police report and obtain a proper police report case #.
File a claim directly with the shipping vendor (Fedex, UPS…)
Send email to support@urbanbikesdirect.com as soon as you realize a package has been stolen and our support team will work with you regarding the Claim info and eventually the police report #. If Video footage or pictures are available as evidence please send those as well.
If the package was insured then we will issue a refund based on the insurance policy. (for example, some items will only be insured for a certain percentage of the total cost)

Overall, the issue will be resolved based on all the factors above and we will do everything in our power to advocate for our customers

If you have any further questions about the ordering and shipping process, feel free to contact us by email at support@urbanbikesdirect.com