UrbanBikesDirect.com goal is to fulfil your order within 3 hours of your purchase. By Achieving this we have the quickest shipping times in the industry.
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.
All ebikes are shipped domestically.
Select Electric Skateboards can have extended lead times if they are located overseas and not in stock in the US.
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.
- 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 the charges and submit the order for shipment.
- If your order is stock and your credit card is approved by our fraud guarantee department, the bike ordered will ship within 1-2 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 lower 48 states. Most all orders will ship the same day as ordered if the order is submitted before 1pm PST (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 1pm cut off time.
- Shipping costs are included with any unit going ground to the lower 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.
- 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 firstname.lastname@example.org
- Please inspect the packaging of your items when they arrive.
- If there are any bike damaged 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 to email@example.com and we will process an insurance claim on your behalf.
Cancellations & Refunds:
- All orders canceled are subject to an administration fee equal to 15% of the total order amount, whether or not your order has shipped. This is a fee that covers administrative and personnel fees.
- If your item is on backorder and you accept the backorder, we will hold your payment until the bike ships. If you decide to cancel before a backorder arrives and is processed for shipping, we will not charge a fee.
- If you order has shipped, you (the buyer) will be responsible for actual return shipping charges. Refunds will only be issued to the original credit card that you use when placing your order.
- From time to time, a bike 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 a bike sooner.
- 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.
- 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.
If you have any further questions about the ordering and shipping process, feel free to contact us by email at firstname.lastname@example.org
Please allow 3-10 business days for your order to arrive. All of our products are sourced in the US and we take pride in having the fastest shipping in the industry.
Returns are easy, simply contact us for a return. Before you purchase your item make sure to review the return policy below.
UrbanBikesDirect.com is committed to providing the best customer service in the electric bike, electric skateboard and electric scooter industry. Our goal is to make your shopping experience as easy going as possible and ensure that you are 100% satisfied with your purchase. We will do our best to meet your expectations at all times. Unused, uninstalled, and resalable merchandise in new condition and in the original packaging may be returned for a refund within 30 days of the delivery date unless otherwise noted on the product page or below*. It is the customer's responsibility to return the merchandise in new resalable condition. Refunds are only issued after returned items have been received and inspected. If a returned item gets damaged during the transportation, it is the customer's responsibility to file the claim with the carrier. No refund can be issued in this case. All return request must be submitted in writing and sent to support@Urbanbikesdirect.com UrbanBikesDirect.com works in collaboration with multiple manufacturers. Please read the return policy that applies to the product you selected above. You can cancel your order free of charge up to 48 hours after the order was placed and if the order has not been physically shipped. All unshipped orders canceled after 48 hours are subject to a $40 administration fee. If your order has been shipped, a standard return procedure applies. Refunds will only be issued to the original credit card that you use when placing your order. In the event of damage to your product in shipping, please contact email@example.com to arrange for replacement and pick-up of the damaged electric bikes. Please refer to our Shipping Policy for more details. Most of our products come with at least 1-year manufacturer's warranty. The warranty information can be found under Warranty tab on a product page. Please let us know if you discover any manufacturer's defects and we will help you get parts or replace the product at no additional cost. EMAIL SUPPORT@URBANBIKESDIRECT.COM It is the customer’s responsibility to return the product to the correct warehouse in new condition and in the original packaging. For this reason, we strongly suggest that you obtain a tracking number for the returning item(s) and purchase shipping insurance. In the event that the product is received in a condition which we deem unacceptable, we reserve the right to deny your return. Upon receipt of the said item, we will either refuse it or contact you by email to notify you that the item was received damaged or used. If we received the item damaged you may file a claim with your shipping company. If we received the item used you may choose to have the item disposed of or have the item returned to you at your expense. Damaged or used items will be retained in our warehouse for a maximum of 30 business days unless otherwise requested by the customer in writing prior to disposal. After 30 business days, the item will be disposed of or donated. Please allow 7-14 business days after delivery of the returned item for our Customer Service Department to inspect the return and process your refund. If you attempt to return an item without a return authorization (including refusing delivery), past 30 days or in unacceptable condition, the item will be refused or shipped back to you at your cost; if we choose to accept the return, additional fees will apply.
Return Policy by Brands
The Following Cannot Be Returned
QUESTIONS? EMAIL US: SUPPORT@URBANBIKESDIRECT.COM
All return request must be submitted in writing and sent to support@Urbanbikesdirect.com
All unshipped orders canceled after 48 hours are subject to a $40 administration fee.
If your order has been shipped, a standard return procedure applies.
Refunds will only be issued to the original credit card that you use when placing your order.
If we received the item damaged you may file a claim with your shipping company.
Lowest Price Guarentee - Our Promise
We work very hard to ensure that we offer the absolute best prices online. We want you to feel confident that you are getting the absolute best prices in the market.
We work with our suppliers to ensure that they set minimum advertised pricing guidelines for all of our competitors. This means that everyone else selling the same electric bike online is supposed to be selling it at the same price.
If you find another online store that offers a lower price then us within 30 days of your purchase date please let us know and we will contact the brand to ensure they are not breaking the minimum advertised price policy. If you qualify for a refund, you will be refunded the difference in price to your credit card.
To request your partial refund, simply email us a link to the bike on our website and on our competitor's website, within 30 days from the date of your order and we will process the credit accordingly.
100% Price Match Guarantee Limitations
- You must purchase the item from our website before requesting your Price Match Guarantee
- Promotions such as rebates and "buy one, get one free" offers are not eligible
- The item must be in stock on the competitor's website
- The competitor must be an online store, they may not have a retail location
- The website can not be a discounter or auction website (ie; eBay, overstock, Walmart, Amazon, etc..)
- The competitor must be an Authorized Retailer of the bike in question
- The Price Match Guarantee includes the item price and the shipping charges, it excludes sales tax
If you want to check if we can price match a electric bike before you place your order, please contact us.
Lowest Price Guarantee
The Lowest Price Guarantee allows you to make a claim, if within the 30-day validity period, you see the exact same electric bike advertised on the same merchant's Web site at a lower published retail price. If the claim is confirmed in your (the buyer's) favor, we will refund you the difference up to $100 USD.
How to Use the Service:
At any time during the validity period of a Norton Shopping Guarantee, you can register or log in to the Norton Shopping Guarantee Buyer Service Center to utilize the Service. To use the service:
- You must be the buyer of record of a valid Norton Shopping Guarantee certificate or number issued within the immediately preceding 30 days.
- Select "Guaranteed Transactions" in the Buyer Service Center.
- To start the claim process for a particular transaction, click the "Price Claim" link for that transaction.
Lowest Price Guarantee Terms:
You will be required to provide the following information:
- Proof of guarantee:
- Your Shopping Guarantee number and your email address used during the eligible transaction. The Shopping Guarantee number is provided to you on the order confirmation page from your merchant or the Certificate of Guarantee email.
- Details about the transaction:
- Web site where the eligible purchase was made, date of purchase, amount paid, description of the item and SKU (if applicable). This information is typically included in the purchase confirmation email you received from the merchant.
- Proof of lower price:
- We recommend that you send us a screenshot and the URL of the same item you purchased, showing the new price. We cannot accept printed materials, or email text as proof of the lower price.
All claims must be made by sending an email to PriceClaim@NortonShoppingGuarantee.com. Our staff will verify your claim within 10 business days. We reserve the right to contact you and the merchant in order to get more information. All claims must be made in English.
We Put Our Customers First to us. If it doesn't fit, it breaks, you've changed your mind or for no reason whatsoever simply send it back to us and we'll cheerfully refund you every cent.
Returns are easy, simply contact us for a returns number and send your item to our returns centre for fast processing. We'll get you a replacement or refund in a snap!
In the unlikely event that you find your item cheaper at another online store, just let us know and we'll beat the competitor's pricing hands-down.
We insist that you love everything you buy from us. If you're unhappy for any reason whatsoever, just let us know and we'll bend over backwards to make things right again.
Ordering from Shoptimized is 100% safe and secure so you can rest easy. Your personal details are never shared, sold or rented to anyone either.
Why Buy From UrbanBikesDirect.com?
- GREAT VALUE We offer high quality and low prices on all our products.
- PRICE matching If you find a lower price anywhere, we will match it.
- FAST FREE SHIPPING Offered in the continental US. Many items will also ship same day.
- SATISFACTION GUARANTEE If you aren’t 100% satisfied with your purchase, we will refund your money.
- EASY RETURNS We offer a hassle-free return policy on all of our products.
- SECURE ORDERING Your information is safe with our certified 100% secure checkout