Shipping Policy

Last updated: February 25, 2026

1. Purpose

This Shipping Policy explains how Wilson E-Bikes ("we," "us," or "our") processes and ships orders placed on wilsonebikes.com (the "Site"). By placing an order on the Site, you agree to the terms below.

2. Order Processing Time

2.1 Processing Window

In-stock orders are typically processed within 1 to 3 business days after payment is confirmed.

Orders placed on weekends or holidays will begin processing on the next business day.

Orders are shipped only on business days. We do not process or ship orders on weekends or public holidays.

2.2 Order Changes and Cancellations

If you need to edit or cancel an order, please contact us as soon as possible at info@wilsonebikes.com.

Once an order has shipped, or once a shipping label has been created and freight pickup has been scheduled, we may not be able to make changes.

3. Shipping and Delivery Time

3.1 Typical Delivery Estimate

Typical delivery time is 3 to 7 business days.

Delivery time estimates are not guaranteed. Remote areas, severe weather, carrier capacity, battery or hazardous materials handling requirements, and holiday periods may extend transit times.

4. Shipping Costs

4.1 How Shipping Costs Are Calculated

Shipping fees are calculated at checkout based on:

• Product type and size or weight
• Shipping destination
• Carrier service level

4.2 Promotions

From time to time, we may offer free shipping or discounted shipping. Promotions may exclude oversized or freight items, certain regions, or expedited services.

4.3 Additional Fees That May Apply

Additional fees may apply in the following situations:

• Address correction or redelivery fees charged by the carrier
• Storage or holding fees if a freight delivery cannot be completed due to customer unavailability
• Return-to-sender fees if a shipment is undeliverable

If additional fees are caused by an incorrect address provided by the customer or a missed delivery appointment, the customer is responsible for those charges.

5. Tracking Information

5.1 Tracking Updates

When your order ships, you will receive an email with tracking information sent to the email address used at checkout.

5.2 Tracking Delays

Tracking information may take 24 to 48 hours to update after a shipping label is created or after the carrier picks up the shipment.

6. Incorrect or Incomplete Address

6.1 Customer Responsibility

Customers are responsible for providing a complete and accurate shipping address, including any apartment or unit number, gate code, and a valid phone number, especially for freight deliveries.

6.2 If the Carrier Returns or Corrects the Package

If the carrier returns a package to us due to an incorrect or incomplete address, refusal, or failed delivery attempts, the customer may be responsible for:

• Original shipping charges
• Return shipping charges
• Reshipping charges
• Address correction fees charged by the carrier

7. Delayed or Lost Shipments

7.1 Delays

Shipping delays may occur due to weather, carrier operations, high-volume periods, customs inspections, or battery or hazardous materials handling requirements. If your tracking shows no movement for 5 business days, please contact us and we will assist.

7.2 Lost Shipments

A shipment may be considered potentially lost if there is no tracking update or no carrier status update for 15 business days after dispatch.

If a shipment is confirmed lost, we will work with the carrier to file a claim. Subject to the carrier's investigation and claim outcome, resolution may include a replacement shipment or a refund at our discretion.

7.3 Stolen Packages

If tracking shows "Delivered" but you cannot locate the package, please:

• Check around the delivery location and with neighbors or building staff
• File a report with the carrier
• Contact us within 48 hours of the "Delivered" scan

We will support the investigation, but we cannot guarantee a replacement or refund for packages confirmed as delivered by the carrier.

8. Shipping Restrictions

8.1 Regions Served

We currently ship to the following locations:

• United States (lower 48 states): Yes
• Alaska and Hawaii: No
• Puerto Rico: No
• PO Boxes, APO, and FPO addresses: No
• Canada: No
• Other international destinations: No

8.2 Battery and Carrier Restrictions

Products containing lithium batteries may be subject to carrier restrictions and may not be eligible for expedited shipping or air transport.

8.3 Remote or Limited-Access Areas

Some remote locations may require extended delivery times or additional fees. If an additional fee applies, we will contact you before shipment.

9. Delivery Requirements and Inspection

9.1 Signature Requirement

A signature may be required for high-value items. If required, this will be noted at checkout or in your shipment confirmation.

9.2 Inspect on Arrival

For oversized or freight deliveries, please inspect the outer packaging upon delivery and note any visible damage on the delivery receipt before signing.

9.3 Damage or Missing Parts Claims Window

If your item arrives damaged or with missing parts, please contact us within 48 hours of delivery and include:

• Your order number
• Photos or video of the packaging and product condition
• A description of the issue

Claims reported outside this window may be more difficult to resolve with the carrier.