Shipping Information

Welcome to totguardebike.com. TotGuard 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:

Order Processing

Normally, all orders will be processed within 1 working day. Orders placed by totguardebike.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.

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.

Late Shipment or Pre-order

If we are unable to ship within the time specified, we will contact you when the shipment is expected to inform you of the reason for the delay and ask if you would like a full refund.

To pre-order, please see the shipping date on the product page. After the order has been shipped, a shipping confirmation email will be sent to your email. After your confirmation, we will send you the goods as soon as possible.

Delivery Time

Before shipment, TotGuard usually needs to prepare the product, conduct strict quality control tests and carefully package the items. Therefore, processing time and delivery time are separated. Total delivery time = processing time + shipping time. The estimated total delivery time is about 3-7 working days. (Products will be ordered according to supply and demand, and the time will be flexibly adjusted.) Please understand and wait patiently.

Usually, shipped from US warehouse, delivery time is 3-7 working days. Shipping from CN (China) warehouse, delivery time is 7-35 working days.

Please note that the arrival time of your package may vary by country. Some products have restrictions and some products cannot be shipped to international destinations.When you place an order, we will estimate the delivery date for you based on the availability of your goods and the delivery method you choose. Depending on the product order you selected, usually during the checkout period, the estimated shipping date will be displayed on the shipping quotation page.

Delivery Location

Purchased on the TotGuard official website,we only ship to the United States.

Currently, we only provide FREE shipping to the lower 48 states in the US. And we DO NOT ship to PO BOXES or APO nor AK, HI, PR,VI,GU.

United States

Continental United States（Including 48 local states and 1 special zone）：

Alabama, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, Wyoming and Washington, DC where the capital is located.

Unreachable Areas：

Areas other than the continental United States, namely Alaska, Hawaii, American Samoa, US Virgin Islands, Guam, Puerto Rico, Palau, Northern Mariana Islands, Marshall Islands, Micronesia, Baker Island, Howland Island, Jarvis Island, Johnston Atoll, Kingman Reef, Palmyra Atoll, Midway Island, Navassa Island, Wake Island and other areas and APO/FPO military addresses.

Shipping Location

Shipping Methods

We provide local FedEx, UPS, USPS, DHL Express, YunExpress, China Post shipping services to send packages to customers around the world.

• In general, we will not be responsible for carrier delays or other transportation delays caused by epidemics, holidays, weather conditions, customs inspections, etc., or other reasons beyond our control.
• All packages are accompanied by an official invoice listing the exact declared value (in US dollars) of each item. Promotional and discounted products will be declared at the discounted price. Due to tax reasons, we need to attach an invoice showing the value of the goods on the outside of the package for customs inspection.
• Please make sure you have the correct address at checkout - we cannot cancel the order or change the shipping address once the order has been sent. You can request a return or exchange (through our carrier or another carrier of your own choosing) within 30 days from the date of purchase.

Shipping Cost

We currently offer Free Standard Shipping on all orders. For some locations that are not covered by free shipping (if possible), we may not deliver or need to pay additional shipping costs.

 

Please note that in the case of free shipping, if the customer refuses the delivery for any reason, the shipping costs to return the package to the sender will be borne by the customer. This amount will be deducted from the total refund amount. Shipping costs are not refundable.

Shipping Claim

In order to ensure the safe delivery of goods, we offer the option of shipping claims. If a package is lost in transit, we will consider your claim according to the terms and conditions applicable to your shipment.

If you file a shipping claim and your package is indeed lost or severely damaged, you must notify us within 30 days of shipment dispatch. If we review and approve your claim for a lost or badly damaged package, you will be reimbursed or replaced accordingly.

Package Tracking

If you have registered an account with totguardebike.com, you can track your order and shipping and handling information on your account. If you have not registered on our website, when your order ships, you will be sent an email confirmation with the tracking number (AWB) associated with the order. You can check and track the delivery status of your order by visiting the official website of the courier company and entering the tracking number in the 'Check your shipment' box. You can also use your order number to track your order here. For more shipping information, please email service@totguardebike.com. We will get back to you within 24 hours.

For all international deliveries, please rest assured that your order is on the way safely and the time required depends on our logistics partners and their affiliates. You can provide your contact number under the address selected during payment so that the courier company can contact you in the event of any unforeseen circumstances.

Duties and Taxes

We currently offer customs clearance duty free service for all bike orders. We offer the DDP (Delivery Paid) shipping method for bike orders from countries within our delivery range. This includes shipping, customs fees and import fees.

For all bike orders, we will pay for you all import duties, duties and related import taxes (if any) in accordance with the applicable laws of your country. You will no longer be required to pay import duties, duties and related import taxes (if any).

However, for all bike accessories/parts orders, some countries (United States, Canada, etc.) require customs and consumer tax on certain special categories or cross-border goods. Due to differences in tax rates between countries, we cannot pay customs and consumer tax for you, and customers are required to pay it themselves.

TotGuard wholeheartedly maintains responsibility for any duties/taxes on your package. We take all necessary measures to mark and package the package completely, clearly, accurately and comprehensively, and pay extra customs clearance fees as much as possible to ensure the smooth passage of international express through customs. Let you buy with confidence and serve you wholeheartedly.

Delivery Reminder

• 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 via phone or email to confirm the address. If we do not receive your message within the above time frame, the order will be sent to the address 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.
• 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.
• If your payment is processed by Paypal, please note that we only ship to the confirmed address provided by PayPal. Before you pay, please make sure your address in PayPal matches the address you would like us to ship to. If in any case of some countries and regions, we can not ship to, we will also inform you accordingly by email after your purchase.

 Changes of Shipping

• Any changes that you make regarding shipping once the item is shipped, including but not limited to changing the address, putting an order on hold, or updating shipping settings/preferences may delay your receipt of the Products and replacement Products and/or refunds. If you would like to change the model、color or size of your ebike, you must do so prior to your order being shipped.
• 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 service.
• You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. We recommend using a trackable shipping service and purchasing shipping. We cannot guarantee that we will receive the item you are attempting to return. For more information regarding our limited warranty and claims process, please review our Limited Warranty Terms, which are incorporated into by reference and form a part of these Terms.
• When placing an order, please review your personal information (i.e. shipping address, phone number, email) carefully to avoid any problems or delays in receiving your order.
• In most cases, packages will arrive within the estimated time of arrival. However, the actual delivery date may be affected by external factors such as flight arrangements and weather conditions. Please refer to tracking information for the most accurate delivery date.

Contact Us

If you have any questions about our shipping policy, please contact us

Email: service@totguardebike.com

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

Thank you for choosing TotGuard, and we look forward to serving you!