Return Policy

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 at first.

Return & Exchange Conditions

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 are non-refundable.
Damage/Lost caused by customers is non-refundable.

General Return Process

Initiate a return: Please email us at service@totguardebike.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, 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 consumers problem (such as: don’t like/want the item, ordered a wrong product/size), the consumer should pay the shipping fee.
No restocking fee and handling fee to be charged to the consumers for the return of a product. Just be responsible for the return shipping fee.
In the case of a consumer-responsible return, the consumer can purchase a return shipping label at their own expense, or request a return shipping label service from the seller, who will designate a carrier to collect the return package. The original shipping fee will be deducted from the consumer's refund.

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.
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 service@totguardebike.com.

Please Note: we do not refund our original shipping cost.

Cancel Order

Customers can cancel the order at any time before delivery.If you need to cancel your order, please contact our customer service team immediately within 24 hours of placing your order. 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. 24 hours after the purchase is confirmed or after the shipping is confirmed, the order cannot be cancelled, refunded or changed.

Please note that due to processing constraints, no order can be changed after 24 hours.Orders can't be canceled once the parcel is shipped out. We usually process orders within 1-3 days. All orders that are older than 24 hours or have been shipped must comply with the return policy in order to be refunded.

If you need a Return, please contact us at service@totguardebike.com, we will help you cancel the order and refund the process. However, once the order is shipped, it cannot be cancelled, changed or refunded. After receiving the package, our return policy will take effect.

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 service@totguardebike.com.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 Claim

Please check your order when you receive it. If the product is defective, damaged or received the wrong product, please contact us immediately so that we can evaluate the problem and correct it.

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 by phone or email to confirm the address. If we do not hear from you within the above time frame, the order will be sent to the address you entered. If the address is not changed in time or the change of address is invalid, you are responsible for any additional costs that may be incurred by the invalid address or redelivered.
Receives damaged or incorrect product: If the customer reports a damaged or incorrect product, the customer will be required to submit photo evidence for review.If the review is approved, we is responsible for return,reissue,eplacement or refund of the order. If the product packaging is damaged but the product itself is intact, the recipient could directly file a claim with the transportation company.
Missing order: If the package has been delivered (updated based on the tracking number), but the recipient claims that they did not receive the item, the recipient must file a claim directly with the shipping carrier.
Late order: If the product is not processed or shipped within the agreed period and the customer wishes to cancel the order, we will be responsible for a refund. Please note that sometimes we may need more time to fulfill an order, such as during peak seasons. In this case, our order will be shipped a bit slower than normal. please forgive us.
Pre-Orders and Backorders: Our backorder process is for ebikes that have already been available but are temporarily out of stock. For all pre-orders and backorders, your credit/debit card will be charged immediately. We will arrange delivery for you as soon as possible after the product arrives.
Rejected/Undeliverable Shipments: For shipments returned to us due to rejection or undeliverable, we will refund 80% of the product cost minus shipping (two-way). Service fees (maintenance, certification, etc.) are guaranteed but not refundable. If the customer initiates a credit card refund for a rejected shipment, the customer agrees to pay all refunds and related fees incurred by us. Unless we make a mistake, shipping and handling fees are not refundable.If redelivery is required, the shipping costs for redelivery are borne by the customer.

Important Tips

In order to make the return process go smoothly, please abide by the following rules, thank you for your understanding:

If you have not received the shipping notification, you can contact our customer service via email to cancel or modify this order. Our customer service will help you cancel or modify your order within 24 hours after you receive the email. Since this email is not an immediate response, we may find that your order has been sent when processing your email within 24 hours. In this case, we can only apologize for this, and we cannot help you cancel or modify your order. Therefore, please check the order information carefully before placing an order.
If you have received a shipping notification, please note that we can no longer cancel or modify the order. Therefore, please wait for the package to arrive, you can keep the package or contact us for a refund. Please do not reject it, because undelivered packages will be destroyed by third-party logistics.
If the package does not arrive in time, please contact us within 1 months after delivery , and we will reply you within 24 hours. Late requests will not be accepted.
Unless our company is sure to provide large items and special orders in error, no refunds will be given. If the return or exchange affects the secondary sales, our company will charge fees and packaging fees appropriately.
Customers only need to pay the return freight once, and the returned products do not charge consumers replenishment fees. In the case of free shipping, consumers are responsible for the return shipping costs.

If you have any questions, please contact us. We will follow up within 24 hours. We are happy to support and assist you.

Email: service@totguardebike.com

Service Hours: Pacific Time (PT) Monday to Friday from 3:00 AM - 6:00 PM (except holidays)

Mailing Address

DEPT SF01652

RTN SERVICE

+1 (973)585-7975

40 Harry Shupe Blvd

Wharton, NJ 07885

United States

*Note:

The above Company name is RTN SERVICE, and the Contact name is DEPT+SF01652.

The phone number is the warehouse staff's number, not the customer service number, please do not call it.