Shipping Policy

Shipping countries/regions

-the UK

-EU Countries: Austria, Belgium, Bulgaria, Denmark, Estonia, Finland, France, Germany, Greece, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, Croatia, Czech Republic, Hungary, Romania. (For other countries, we will update here when available)

-the US: except Hawaii, Alaska, Puerto Rica, Military and P.O. Box address

-the Russia: excpt Karelia – Kinerma, Karelia – Mandrogi, Yaroslavl Region – Vyatskoye, Arkhangelsk Region – Kimzha, Arkhangelsk Region, Kenozero National Park – Vershinino village, Staraya Ladoga, Buryatia – Bolshoi Kunalei, Kamchatka – Esso.

Shipping Fee 

Total Delivery Time = Processing Time + Shipping Time

Orders Processing Time  

We take 1-3 business days for processing orders and upload tracking number within 72 Hours.

Shipping Time

The shipping time usually takes 5-14 business days, depends on local delivery speed and weather, which we cannot fully control.

When your order is shipped out, a notification will be sent to the e-mail box you registered on our website.

Tracking shipping  

You will receive an email with tracking number or you can track the details via here by enter your tracking number and select your carrier. For example, Germany DPD shipping, select DPD DE, France for DPD France.

Shipping Delay: We will notify you in case of Shipping delay through email and refund you if don't want to wait for a longer time.

Note: Any delivery dates provided by GKUGOO are estimates.

 

Signatures Required:

Shipments containing e-bikes are sent signature required due to the high value of the item and restrictions pertaining to the delivery of high-capacity lithium-ion batteries. The shipping carrier is instructed to obtain a signature before delivery and should not leave packages unattended, shipping carriers may obtain visual confirmation that the recipient acknowledges receipt of the package as an alternative to obtaining a physical signature.

Change of Address:  

Before shipping：No charge fee.

After shipping：If we accept a valid change of address, $20 will be charged as a processing fee. If you fail to change your address in time, you may refuse the package and are responsible for the return shipping fee of $150 and an additional 10% of the e-bike cost as a re shipping fee to the new address.

Items Damaged, Lost During Shipping:

Although we take every reasonable precaution to ensure that our products are well packaged, damage may still occur during shipment from our warehouse to your destination. If your product is damaged in transit, please notify us and the shipping company immediately. Freight-related damage must be reported to the freight company and to us within 7 days of receipt of the shipment. Take pictures of the damage and ask the shipping company for a confirmation or claim number. Do not throw away the original packaging.

For Lost, you can check your monitor nearby first if there is. And confirm with your neighbours whether they helped you to receive it. If it is still missed, you can call the police and contact us. Pls provide the Police report case ID. We will confirm with the Express and provide you a suitable solution like re-sending or refund.

Cancellation: 

Before Shipping: No charge fee.

-You can cancel order before package shipped; However, you need to afford extra $50 - $80 shipping fee for canceling order if the package has been shipped out

After Shipping:   
-If delivery fail due to customer's wrong shipping address, customer may refuse the package and are responsible for the return shipping fee of $150 and a 10% re-stock fee.

 

Contact Us:

Email: support@gkugoo.com

Mon-Fri 9AM ~ 5PM [CST TIME]