Shipping Policy

DESTINATIONS

Destinations Time of Arrival From
US (48 Lower States) 3-5 Business Days CA Warehouse

 

Time of arrival includes order processing and shipping time (3-5 working days). All estimated delivery times are based on real-world data from past orders and are for reference only.

SHIPPING CHANGES & ORDER CANCELLATION

Before Shipping

  • Order Cancellation: You can cancel your order for free and receive a full refund before it ships.
  • Change of Address: No charge for address changes.

After Shipping

  • Order Cancellation: If your order has shipped, you can reject the package. A 15% fee of the e-bike cost will be charged. Eilleo Ebike will provide a return label, and the customer covers the shipping fee. Alternatively, you can arrange the return yourself. Note: We do not accept returns for accessories unless there's a quality issue.

  • Change of Address: $50 per package after shipping. Success of changes is not guaranteed.

  • Replacements and Exchanges: If no new order is placed or the new order is significantly lower, a 15% processing fee of the original order will be deducted from the refund.

 

ORDER TRACKING

You can track your order and shipping details through your account on aipasbike.com if registered. For further shipping information, email support@eilleobike.com, and we'll respond within 24 hours.

If your logistics order shows the bike as delivered but you haven't received it, please contact us within 3 business days. After this period, you'll need to reach out to the logistics company directly to resolve the issue.

 

About Pickup Service

If you choose to pick up your order from the warehouse, please ensure you have received and printed the BOL (Bill of Lading) and bring it with you. The warehouse may refuse pickup without it.

Please pick up your order within 3 business days of receiving the BOL. If not picked up within this time, a storage fee of $20 per day for each e-bike will be charged.

 

Other Situations

What if you receive the wrong product?

If you receive a damaged or defective product, or there's a discrepancy in quantity or quality, please take clear photos and contact customer service within 3 days of receipt. We'll investigate and work to resolve the issue.

What if the products get lost during shipping?

If your order doesn't arrive at the correct address or is lost during shipping, we will conduct a full investigation, which may take up to 15 days. During this time, we may withhold a full refund but will keep you updated on the progress and results.

In case of unforeseen circumstances

Unforeseen circumstances, like bad weather or delays beyond our control, may prevent timely delivery. We won’t be liable for delays caused by such events. An alternative delivery date will be provided. High order volumes or new product releases may also extend shipping times, which will be noted on the product page with email updates.

No Responsibility for Loss, Theft, or Damage

We are not responsible for items lost, stolen, or damaged due to actions by DHL or other parcel services.

 

If you have any questions, feel free to reach out to us: