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:

Shipping Details

We offer Free Shipping on all orders. Currently, we only provide FREE shipping to the lower 48 states in the US. 

Delivery Location

We currently only support shipping to the United States and do not support shipping to other regions.

Within our shipping coverage, we only offer shipping to the lower 48 states in the United States. And we DO NOT ship to PO BOXES or APO nor AK, HI, PR,VI,GU.

Processing Time

Generally it takes 1-2 business days for processing after receiving your order. 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. Orders will not be processed on Saturday and Sunday. Please allow extra time for tracking information to be updated, as local couriers may experience slight delays.

Delivery Time

We do our best to ship your orders from our warehouses as quickly as possible. 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. After your order has shipped, a shipping confirmation email will be sent to your email address.

Shipping Country
 Estimated Handling Days
 Estimated Transit Days
  Costs
United States
 		1-2 business days
 		3-7 business days
 		 Free shipping

Note:

  • Handling Days: The Handling Day tells you when a package leaves our warehouse.
  • Transit Days: The Transit Day is the time it takes the carrier to deliver a product to a customer. Actual delivery dates may vary due to various factors such as shipping delays, weather conditions, etc.

Shipping Location

We cooperate with local warehousing companies in the United States to provide customers with safe, fast and convenient full warehousing and logistics services. Deliveries include the lower 48 states. The following are our shipping warehouses：

Items Warehouses Location Delivery Time
E-bikes and others City of Industry, California 4-9 business days
E-bikes and others Wharton, New Jersey 4-9 business days
E-bike Batteries City of Industry, California 4-9 business days

Note: 

  • The warehouse does not offer store pickup or returns. 
  • Delivery time includes handling and shipping time. Please reference tracking information for the most accurate delivery date.

Shipping Carrier

At totguardebike.com, we are committed to providing our customers with a seamless and hassle-free shopping experience. To ensure your order is delivered promptly and safely, we cooperate with international carriers such as FedEx, UPS, USPS, China Post, YunExpress, etc. to provide fulfillment services such as air freight, ground express, and Home Delivery.

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.

Taxes and Duties

  • Sales tax: For all orders, due to sales tax requirements for certain special categories or cross-border goods, due to different tax rates in each state, we do not charge sales tax and shipping costs are not taxable.
  • Duties and import taxes: We offer Delivered duty paid (DDP) delivery for all orders from countries within our delivery range. The seller is responsible for any import charges incurred when the goods cross borders, which includes shipping costs, duties and import taxes (if any). We do not charge customers additional customs duties and import taxes (if any), and product prices and shipping costs do not include customs duties and import taxes (if any).

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.

Changes of Shipping

  • Changes in items or shipping methods: 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. There will be no charges for any shipping changes regarding your package until we provide you with a tracking number.
  • Wrong default address: 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. 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.
  • Rejected/Undeliverable Shipments: For shipments returned to us due to rejection or undeliverable, the shipping costs (both ways) are the responsibility of the customer. We will refund the customer 80% of the order value. That is the refund amount after deducting the (two-way) shipping costs. If redelivery is required, the shipping costs for redelivery are borne by the customer.
  • 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, customers are responsible for any additional costs that may be incurred by the invalid address or redelivered. 

Order 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.

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.

Shipping Delays

Please note that the time it takes for your package to arrive may vary by country. In most cases, the package will be delivered within the estimated arrival time. However, the actual delivery date may be affected by external factors such as flight schedules and weather conditions. Please refer to the tracking information for the most accurate delivery date.

If there is a delay in the package, we will notify you in time by email, and please be patient! We will contact the carrier and do our best to expedite the process to ensure your package is delivered in a timely manner.

Order Cancellation

If you wish to cancel your order before it has shipped, please contact us immediately, we will not charge additional handling fees and provide a full refund. Once the product has been shipped, the standard return policy will apply.

Contact Us

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

Email: service@totguardebike.com

Service Hours: Monday to Friday 6 PM - 2 AM PST (except holidays)

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