Welcome to gocioebike.com. Gocio value every customer and customer satisfaction is always our top priority. We are committed to providing you with fast and reliable shipping services. Below is our shipping policy:
Shipping Details
We offer Free Shipping on all orders. Currently, we only provide FREE shipping to the lower 48 states in the US.
Delivery Location
We currently only support shipping to the United States and do not support shipping to other regions.
Within our shipping coverage, we only offer shipping to the lower 48 states in the United States. And we DO NOT ship to PO BOXES or APO nor AK, HI, PR,VI,GU.
Processing Time
Generally it takes 1-2 business days for processing after receiving your order. Orders placed by gocioebike.com from Monday to Friday will be processed within 24 hours of placing the order or within the next working day. Orders placed Saturday to Sunday or holidays will be processed the next working day. Orders will not be processed on Saturday and Sunday. Please allow extra time for tracking information to be updated, as local couriers may experience slight delays.
Delivery Time
We do our best to ship your orders from our warehouses as quickly as possible. Unless otherwise stated on the product page, orders typically ship within 1-2 working days. Please allow 3~7 working days for your shipment to reach your address. After your order has shipped, a shipping confirmation email will be sent to your email address.
|
Shipping Country |
Estimated Handling Days |
Estimated Transit Days |
Costs |
| United States |
1-2 business days |
3-7 business days |
Free shipping |
Note:
- Handling Days: The Handling Day tells you when a package leaves our warehouse.
- Transit Days: The Transit Day is the time it takes the carrier to deliver a product to a customer. Actual delivery dates may vary due to various factors such as shipping delays, weather conditions, etc.
Shipping Location
We cooperate with local warehousing companies in the United States to provide customers with safe, fast and convenient full warehousing and logistics services. Deliveries include the lower 48 states. The following are our shipping warehouses：
| Items | Warehouses Location | Delivery Time |
| E-bikes and others | City of Industry, California | 4-9 business days |
| E-bikes and others | Wharton, New Jersey | 4-9 business days |
| E-bike Batteries | City of Industry, California | 4-9 business days |
Note:
- The warehouse does not offer store pickup or returns.
- Delivery time includes handling and shipping time. Please reference tracking information for the most accurate delivery date.
Shipping Carrier
At gocioebike.com, we are committed to providing our customers with a seamless and hassle-free shopping experience. To ensure your order is delivered promptly and safely, we cooperate with international carriers such as FedEx, UPS, USPS, China Post, YunExpress, etc. to provide fulfillment services such as air freight, ground express, and Home Delivery.
Shipping Cost
We currently offer Free Standard Shipping on all orders. For some locations that are not covered by free shipping (if possible), we may not deliver or need to pay additional shipping costs.
Please note that in the case of free shipping, if the customer refuses the delivery for any reason, the shipping costs to return the package to the sender will be borne by the customer. This amount will be deducted from the total refund amount. Shipping costs are not refundable.
Taxes and Duties
- Sales tax: For all orders, due to sales tax requirements for certain special categories or cross-border goods, due to different tax rates in each state, we do not charge sales tax and shipping costs are not taxable.
- Duties and import taxes: We offer Delivered duty paid (DDP) delivery for all orders from countries within our delivery range. The seller is responsible for any import charges incurred when the goods cross borders, which includes shipping costs, duties and import taxes (if any). We do not charge customers additional customs duties and import taxes (if any), and product prices and shipping costs do not include customs duties and import taxes (if any).
Shipping Claim
In order to ensure the safe delivery of goods, we offer the option of shipping claims. If a package is lost in transit, we will consider your claim according to the terms and conditions applicable to your shipment.
If you file a shipping claim and your package is indeed lost or severely damaged, you must notify us within 30 days of shipment dispatch. If we review and approve your claim for a lost or badly damaged package, you will be reimbursed or replaced accordingly.
Changes of Shipping
- Changes in items or shipping methods: Any changes that you make regarding shipping once the item is shipped, including but not limited to changing the address, putting an order on hold, or updating shipping settings/preferences may delay your receipt of the Products and replacement Products and/or refunds. If you would like to change the model、color or size of your ebike, you must do so prior to your order being shipped. There will be no charges for any shipping changes regarding your package until we provide you with a tracking number.
- Wrong default address: When placing an order, please review your personal information (i.e. shipping address, phone number, email) carefully to avoid any problems or delays in receiving your order. If your payment is processed by Paypal, please note that we only ship to the confirmed address provided by PayPal. Before you pay, please make sure your address in PayPal matches the address you would like us to ship to. If in any case of some countries and regions, we can not ship to, we will also inform you accordingly by email after your purchase.
- Rejected/Undeliverable Shipments: For shipments returned to us due to rejection or undeliverable, the shipping costs (both ways) are the responsibility of the customer. We will refund the customer 80% of the order value. That is the refund amount after deducting the (two-way) shipping costs. If redelivery is required, the shipping costs for redelivery are borne by the customer.
- Orders with invalid/incomplete addresses: Orders with invalid/incomplete addresses will be put on hold for one to two business days. We will contact you via phone or email to confirm the address. If we do not receive your message within the above time frame, the order will be sent to the address entered. If the address is not changed in time or the change of address is invalid, customers are responsible for any additional costs that may be incurred by the invalid address or redelivered.
Order Tracking
If you have registered an account with gocioebike.com, you can track your order and shipping and handling information on your account. If you have not registered on our website, when your order ships, you will be sent an email confirmation with the tracking number (AWB) associated with the order. You can check and track the delivery status of your order by visiting the official website of the courier company and entering the tracking number in the 'Check your shipment' box. You can also use your order number to track your order here. For more shipping information, please email support@gocioebike.com. We will get back to you within 24 hours.
For all international deliveries, please rest assured that your order is on the way safely and the time required depends on our logistics partners and their affiliates. You can provide your contact number under the address selected during payment so that the courier company can contact you in the event of any unforeseen circumstances.
Late Shipment or Pre-order
If we are unable to ship within the time specified, we will contact you when the shipment is expected to inform you of the reason for the delay and ask if you would like a full refund.
To pre-order, please see the shipping date on the product page. After the order has been shipped, a shipping confirmation email will be sent to your email. After your confirmation, we will send you the goods as soon as possible.
Shipping Delays
Please note that the time it takes for your package to arrive may vary by country. In most cases, the package will be delivered within the estimated arrival time. However, the actual delivery date may be affected by external factors such as flight schedules and weather conditions. Please refer to the tracking information for the most accurate delivery date.
If there is a delay in the package, we will notify you in time by email, and please be patient! We will contact the carrier and do our best to expedite the process to ensure your package is delivered in a timely manner.
Order Cancellation
If you wish to cancel your order before it has shipped, please contact us immediately, we will not charge additional handling fees and provide a full refund. Once the product has been shipped, the standard return policy will apply.
Contact Us
If you have any questions about our shipping policy, please contact us
Email: support@gocioebike.com
Service Hours: Monday to Friday 6 PM - 3 AM PST (except holidays)
Thank you for choosing Gocio, and we look forward to serving you!
We want you to be delighted every time you shop with us. Occasionally though we know that you may want to Return and refund, so we have outlined our return and refund policy below.
Return & Refund Policy
We offer a convenient 30 days return policy, which means you have 30 days from the day you receive your item to request a return, exchange, or refund. If you are unhappy with your purchase, as long as you contact us within 30 days from the receipt of the item, we will process your return/exchange request. Any request after 30 days will not be honored. Please make sure to contact us by email support@gocioebike.com at first.
Return & Exchange Conditions
- Defective Items: You are eligible for a return or refund if the item you received is damaged or defective. This includes manufacturing defects and quality issues.
- Wrong Items: If you receive a item that is not the one you ordered, we will facilitate a return or exchange.
- Items returned without authorization will not be accepted.
- Items must be returned within 30 days after you receive them.
- All items must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
- When returning or exchanging items, customers must use a shipping method providing tracking information.
Non-returnable items
- On sale items or gift cards are non-refundable.
- Damage/Lost caused by customers is non-refundable.
General Return Process
- Initiate a return: Please email us at support@gocioebike.com with photos and/or videos of the items and let us know your order number. Our customer service staff will determine the eligibility for your return request within 3 business days.
- Ship the item back: If your return is accepted, we’ll send you the return address and a return shipping label (if applicable), as well as instructions on how and where to send your package. (Note: Items returned without authorization will not be accepted). We recommend that you send your return/exchange in a shipping method providing tracking information as well as a signature, because we will not be responsible for lost return/exchange.
- Refund or exchange: when we receive your return/exchange, we will inspect the item in 3-5 working days and then provide a replacement for an exchange or issue a refund.
Return Charge
- If the return is due to our problems (such as: incorrect products, quality problems of products), we will provide a full refund for you;
- If the return is due to the buyer’s problem (such as: don’t like/want the item, ordered a wrong product/size), the buyer should pay the freight.
- No restocking fee to be charged to the consumers for the return of a product.
Refunds
- Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If you are approved, the refund will be provided to the original method of payment within 2-3 working days. Please note that it takes for the refund to be credited to your account depends on your card issuer and typically takes 7-15 days.
- If you haven’t received the refund within 2-3 working days, please check your bank account again. Then contact your bank or credit card company. It may take some time before a refund is official posted. If you’ve done all of this and you still have not received your refund, please contact us at support@gocioebike.com.
Please Note: we do not refund our original shipping cost.
Exchange
We only replace items if they are defective or damaged on receipt. If you need to exchange it for the same item, send us an email at support@gocioebike.com. We will guide you through the exchange process. There are no additional handling fees and shipping charges for exchanges.
The fastest way to ensure that you get what you want is to return the items you own. Once you accept the return, please purchase the new product separately.
Order Cancellations
- We can cancel the order for you if you contact us in time after your purchase. If your payment finished and the parcel is not shipped out, you can cancel your order before your item’s delivery. And we will refund full of your money.
- Orders can't be canceled once the parcel is shipped out. Once the item has been shipped, the standard return policy will apply.
Return Address
If you refuse to accept the goods, the items will be returned to the courier and may take 1-2 weeks to arrive at our original shipping warehouse address. If you need to return the items after receiving them, please contact our after-sales customer service and return them to the corresponding warehouse or the following return address under the guidance of customer service.
| Items | eBikes | Parts | Batteries |
|
Address |
Shopify DEPT SF01675 RTN SERVICE +1 (917)854-3063 44 Station Road Cranbury, NJ 08512 United States |
Shopify DEPT SF01675 RTN SERVICE +1 (917)854-3063 44 Station Road Cranbury, NJ 08512 United States |
UF00124-RMA FBD Logistics +1 (909)598-8696 21558 Ferrero Pkwy Walnut, CA 91789 United States |
*Note:
- This address is our warehouse address, not our company and store address.
- The above Company name is RTN SERVICE & FBD Logistics, and the Contact name is Shopify DEPT+SF01675 & UF00124-RMA.
- The phone number is the warehouse staff's number, not the customer service number, please do not call it.
- Please contact our after-sales customer service and obtain our written approval before returning the item. We will not be responsible for any individual returns without our permission.
Contact Us
If you have any questions, please contact us. We will follow up within 24 hours. We are happy to support and assist you.
Email: support@gocioebike.com
Service Hours: Monday to Friday 6 PM - 3 AM PST (except holidays)
Note: gocioebike.com reserves the right to update and modify this Return and Refund Policy at any time. It is your responsibility to review this policy periodically for any changes. Your continued use of our website constitutes acceptance of these policies.
