Gocio 27.5" Electric Bike, 500W Adult Electric Bicycle, 48V 10.4Ah Battery, 19.8MPH Electric Mountain Bike, Lockable Suspension Fork, LCD, Shimano 21-Speed Gears, E-Bikes for Off-Road, UL2849

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:

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.

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：

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.

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.

*Note:

1. This address is our warehouse address, not our company and store address.
2. The above Company name is RTN SERVICE & FBD Logistics, and the Contact name is Shopify DEPT+SF01675 & UF00124-RMA.
3. The phone number is the warehouse staff's number, not the customer service number, please do not call it.
4. 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.