Shipping Destination

•  We are currently able to ship the items to the 48 States and Washington D.C. in the U.S. while Hawaii and Alaska are currently unavailable.
•  We DO NOT ship to Puerto Rico, US Virgin Islands, Guam or other U.S. territories so far.
•  We DO NOT ship to PO BOXES or APO.
•  We will use FedEx Ground to ship your bike orders. 
•  Accessories will be shipped by USPS or DHL.

Shipping Cost

•  Shipping within the 48 contiguous States in the U.S. is FREE.
•  Accessories shipments are Free.

Shipping Time

•  In-stock items generally be shipped on the next business day. Delay ship-out may happen when special situations noted on the product pages.
•  Once you place an in-store order, please allow 2-7 business days for the delivery.
•  A shipping confirmation email will be sent to the email address attached to the order once the order has shipped.
•  An estimated shipping date will be noted for pre-order products on the product pages.
•  We are NOT responsible for any lost, stolen, or damaged items due to the actions or inactions of FedEx or any other parcel service.

Shipment Adjustment

•  NO CHARGE for changing the delivery address BEFORE you receive the shipping confirmation.
•  $25 WILL BE CHARGED for changing the delivery address of a shipped out item (Not delivered yet).
•  Delivery address CANNOT be changed if the item has already been delivered to the original address successfully.
•  If you would like to change the bike color of your placed order, you must do so prior to your order being shipped.
•  Please note that the delivery of the bike is signature required, if you miss all the delivery attempts, the bike will return to our storage. $150 WILL BE CHARGED if you choose to reship the item; If you'd like to cancel the order, $150 WILL BE CHARGED from your total refund.

Order Tracking

•  Track Your Order at sales@wildvoie.ca.
•  Wrong shipping information provided may cause delay or failure of the delivery.

Order Adjustment

•  If you place the wrong color or model and want to change the order, we can make the change under the following conditions:1. The e-bike hasn't been shipped by the time you contact us to make the change; 2. We can only make the change once and if you make the change, we can't adjust it twice, so please think twice before you decide to make the change.

Shipping Method:

1. At this time, Vitilan Electric Bikes only offers free shipping to Canada, we do not ship to PO Boxes or APOs. We will ship from a local warehouse (the warehouse is located in Toronto, Canada) and generally ship using UPS. Batteries are shipped using UPS.

Order Processing Time:

• After placing an order for VITILAN's electric bicycle online, please allow us to deal with your order within 1-2 working days.
  
• For orders of most accessories and parts, please allow us 2-15 days to deal with your order.
  
• For pre-sale products, the shipping time announced on the website shall prevail.
  
• After the order is shipped, the tracking information will be sent to your email. If it exceeds this time, please contact our VITILAN customer service team at sales@wildvoie.ca

Transportation Time:

Usually, Our delivery time is expected to be 5-7 working days may cause many uncertain problems, but we sincerely hope that you receive our package as soon as possible. Generally, tracking information may take 24-72 hours to update after shipment. If for any reason you did not receive this package or would like more shipping information, please contact our VITILAN customer service team at sales@wildvoie.ca with the item description and your order number.

Tracking Information:

Signature Requirement:

All shipments will require a signature upon delivery. It is your responsibility to be up to date and contact the shipping for any delivery date changes. Vitilan will not be responsible for any unable-to-be-delivered packages. Please note that once the products are signed and received, Vitilan will not be responsible for any lost, stolen, or damaged items. 

Tax

We do not collect sales tax from our customers.

Broken or missing product:

We are not responsible for any loss or theft after signing the receipt. Immediately inspect your product for damage within 48 hours of receipt. Freight damage claims are extremely time-sensitive. We will not accept claims for shipping damage after 48 hours of receipt of the product. If the goods you receive have different problems caused by transportation damage, please contact our VITILAN customer service team at sales@wildvoie.ca in time, and we will give you a solution and corresponding compensation in time.

All of our products have free shipping in Canada. The order processing time is approximately 1-3 business days. For the specific shipping time of the order and the order tracking, you can consult our customer service team. 

Shipping Changes & Cancellations

Before shipment:

You can cancel your order by contacting us at sales@wildvoie.ca. Cancellations are not confirmed until you get a valid confirmation email from our customer support team. A 5% credit card processing fee will be deducted (this is not taken by us). 

After shipment:

• Order Cancellation:  For any order that has been shipped (you have received a tracking number) to be canceled. There is a 5% credit card processing fee and a 450 CAD shipping fee.
  
• Change of address: There are no fees if the address can still be changed, if not, you can reject the package and pay a 450 CAD shipping fee to cancel the order.
  
• Order change: Orders cannot be changed.

Rejected shipment:

If an order shipment is rejected and sent back to us via the third-party shipping service, we reserve the right to charge a shipping fee of 450 CAD per e-bike for re-shipment. If you do not wish for it to be re-shipped, we will treat this as a refund request and will require you to pay a 450 CAD shipping fee and a 5% credit card processing fee.

Processing time: 1-3 business days.
Shipping time: Based on the Shipping address and Shipping methods.

Shipping methods:

A. Electric bikes ship to the lower 48 States FREE SHIPPING by Fedex/UPS from warehouses located Las Vegas. Estimate delivery time 5-7 days.

Electric bikes ship to Hawaii / Alaska & other countries, please choose +500USD shipping method when you check out the order. Estimate delivery time 7-15 days.

B. Accessories & Batteries ship by Fedex/UPS. Estimate delivery time 5-9 days.

•    Order more than 100USD,  FREE SHIPPING;
•    Order less than 100USD,  +14.99 USD as shipping fee.

Note:

(1) If the delivery address is determined by the freight carrier as a remote area, a certain shipping fee needs to be charged based on the original free shipping or charged shipping fee.

(2) If out of stock at local & nearby warehouse, Accessories & Batteries you purchased will directly ship from overseas warehouse. If applicable, there may be no tracking progress generation from UPS/FedEx until the package arrives destination country and clears customs. Estimate delivery time 10-15 business days.

* Sincerely appreciated your most patience in advance!

Shipping Area

We only ship to the 48 United states.( Exclude Hawaii, Puerto Rico,Guam, Alaska, American Samoa, U.S. Virgin Islands, Northern Mariana Islands ).And we DO NOT ship to PO BOXES or APO.* Only bikes shipping within the United States may qualify for free shipping. Bulk orders or freight do not qualify for free shipping. 

Shipping Time

1. Our products are usually shipped Within 48 hours using FedEx (except when the product being purchased is a pre-order).For pre-orders / backorders, please refer to the shipping date on the product page.

2. A shipping confirmation email with a tracking number will be sent to your email once the order has shipped.Any accessory that you buy together with the bike may be shipped separately, it is normal if you receive them at different time. If there is something left behind and you do not receive it after we update the tracking for 5 days, please contact us with brief description of the issue. 

3. Please allow5 - 7business days for your shipment to arrive at your address. Shipping time depends on the distance from the warehouse,All estimated/typical delivery times are derived from past data collected from past orders. They are approximate times for reference only.

4. If your order includes other accessories, they will be shipped separately.

5. Business days: Monday-Friday (excluding holidays and weekends), (GMT-5) The Eastern Time Zone of USA.

Shipping Carriers

We always use FedEx for transportation. When delivered the package needs to be signed for by an adult 21 years of age or older.

If you are planning to use any third-party shipping, we cannot provide ANY additional shipping information or documentation.

SHIPPING CHANGES

1. We offer FREE shipping and tax for each bike of American orders.

2. Change of order

   	Order cancellation	Change of address
   Before Shipping	Free	Free
   After Shipping	$180 will be charged for each bike as cancellation fee.	Unable to change the delivery address after shipment

3. For returning with no quality problem, you will be responsible for arranging and paying for your own shipping costs for returning your item. For more information, please refer to our ‘Return & Refund Policy’.

Kindly Notes:

1. SIGNATURE is required when delivered by FedEx.

2. If you haven't received the bike, however, the logistics order shows the goods have been signed. In this situation, please contact us in 3 business days, and we will help you solve this. Otherwise, after 3 working days, we will no longer deal with this issue, and customers need to contact the corresponding logistics company to solve this issue.

3. Shipping times can be affected by variable customs clearance times or public holidays. If you have not received your package based on the above estimates, please kindly contact us for help.

4. Shipping times will be affected during public holidays, as manufacturers and couriers will limit their operations at these times. Unfortunately, this is outside of our control. Normal service resumes immediately after each holiday.

5. Please note we are not responsible for any lost, stolen, or damaged items due to the actions or inactions of FedEx or any other parcel.

6. Please Note: We do not accept returns for accessories that are not quality problems.

7. Send damaged photos or videos to customer service within 7 days after receiving the goods, and the damaged parts can be replaced or compensated for free.

Delivery Information

• Moving forward all carriers will operate a contact free delivery service which means that you won’t be required to sign for any parcel that’s delivered.
  
• You can see all carrier guidelines and measures upon visiting the nominated carrier website, emails will be provided upon dispatch to confirm delivery information.
  
• We hope that you understand and appreciate the measures that have been implemented are to protect you and ensure we can continue operate as normal.
  
• All orders are processed within 1 to 2 business days (excluding weekends and holidays) after receiving your order confirmation email. When your order has shipped, you will receive an email with the tracking number for your order.

Domestic Shipping Rates and Estimates

flat rate shipping: We offer free shipping in the continental US (except small islands)

How do I check the status of my order?

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.
If you haven’t received your order within 10 days of receiving your shipping confirmation email, please contact us with your name and order number, and we will look into it for you.

Refunds, returns, and exchanges

If you want to return the electric bicycle without defective or damaged, we only accept return requests submitted within 30 days of delivery. Please contact customer service staff within 30 days. We will not accept return of bicycles without defective or damaged after 30 days. The ebike must have less than ten miles on the odometer, be free of any wear, dirt, dust, fragrance, or any other signs of use. And must be in the same packaging and condition that you receive it and must include all items that were inside the box (bike, charger, keys, kit, etc.).

We will charge 15% of the bicycle order as a processing fee, and you can only get a 85% refund of the total order price.

Purchased Products that have not yet shipped shall be subject to a 10% processing fee.