Shipping Info
Shipping Coverage and Costs
Free Shipping:
SPACEVELO is proud to offer free shipping on all electric bikes within the contiguous 48 states of the United States and Canada. For orders under $100, accessories and parts will be charged basic shipping costs. Unfortunately, we do not currently ship to Alaska, Hawaii, Puerto Rico, or to PO Boxes or APO addresses.
International Shipping:
1. For orders outside the United States and Canada, shipping costs will be determined based on the weight and size of the package. Please note that due to specific shipping restrictions, we are unable to ship electric bikes and their batteries internationally. For more details, please contact our customer service team or email info@spacevelo.com.
2. International orders (non-battery products) can be returned within 14 days of receipt in the original packaging. Return shipping costs are borne by the customer, except for quality issues.
Processing and Shipping Time
In-Stock Electric Bikes: Orders will be processed within 24 hours before shipment. The specific processing time for each product will be noted on its respective product page.
Pre-order/out of stock: The estimated shipping date for pre-ordered or out of stock items can be found on the product page.
Shipping Carriers
SPACEVELO works with leading carriers such as UPS/FedEx to select the most suitable carrier based on order size, weight and delivery location. Our goal is to consolidate your orders into one shipment whenever possible.
Signature Policy
Battery Shipments: Shipments containing batteries must be signed upon delivery by law.
Bicycles and Accessories: For high-value orders, a signature may be required to ensure the safe delivery of your goods.
Order Changes and Cancellations
Once the order has been shipped, the address cannot be modified or the order canceled. Orders canceled due to incorrect address information may incur a handling fee.
Refunds:
1. Refunds will be processed within 2 business days after receiving the return, and the specific arrival time depends on the payment method (credit cards usually take 5-10 business days).
2. If the returned product is partially damaged or missing accessories, we will make a partial refund based on the actual remaining value.
Returns
1. Return within 30 days: We accept returns of unused and well-packaged goods within 30 days of receipt (US and Canadian orders). Returns due to quality issues are not subject to time limits.
2. Damaged or defective goods: We accept returns within 30 days of receipt, and no restocking fee is charged. Please contact customer service immediately to arrange a return.
3. Wrong goods: If the return is due to product quality issues or merchant errors (such as wrong goods), we will bear the return shipping costs; returns without quality issues must be borne by the customer.
4. Additional notes: Returned goods must be kept in their original packaging, with all accessories, instructions and gifts, and will not affect secondary sales. Products that are obviously damaged after unpacking and affect sales cannot be returned.
The following products do not support unconditional returns:
1. Customized products
2. Batteries and accessories containing lithium batteries (for safety reasons)
3. Products that have been unpacked and affect secondary sales (such as obvious wear and tear after trial)
Rejected/returned products: For rejected or unreasonably returned orders, we may charge a handling fee of up to 15% to cover part of the shipping costs. Please contact customer service to obtain authorization and the correct return address before returning the product (due to different warehouse distribution). Unauthorized returns may not be processed.
Return process:
1. Apply for return authorization: Contact customer service (info@spacevelo.com) to obtain a return number.
2. Return the product: Use the original packaging, attach the order number and return number.
3. Refund processing: Review within 2 working days after receiving the return.
Email: info@spacevelo.com ，maggie@spacevelo.com
Customer service: +1 (562)608-6600
Working hours: Monday to Friday 9am to 6pm
Return address: 11076 Venture Dr. Jurupa Valley, CA 91752, USA