VTUVIA SHIPPING POLICY

Welcome to the VTUVIA family! We are dedicated to delivering your new ebike and accessories to you as quickly, safely, and efficiently as possible. Below you will find everything you need to know about our shipping regions, processing timelines, and delivery terms.

1. Shipping Zones & Rates

Contiguous United States (Free Shipping)

• Free Standard Shipping is proudly offered from our U.S. warehouse to most locations within the contiguous United States.

• Excluded Regions: Free shipping does NOT apply to Alaska, Hawaii, Guam, Puerto Rico, the U.S. Virgin Islands, U.S. Protectorates, or APO/FPO addresses. If you reside in one of these areas, please contact our support team prior to purchasing to verify shipping feasibility and receive a custom shipping quote.

International Shipping (Canada & Europe)

• We ship to Canada and select European countries. Please reach out to our customer service team to verify if your specific location is eligible.

• International Fulfillment: If an item must ship from a warehouse outside the United States, additional shipping fees may apply, and the customer will be responsible for covering the cost difference.

• Customs, Duties & Taxes: For all international shipments outside the U.S., any applicable customs duties, import taxes, or brokerage fees are the sole responsibility of the customer and must be paid upon arrival.

2. Fulfillment Timelines & Delivery Estimates

Dispatch & Processing Time

• In-Stock Orders: Your order is our priority. In-stock products typically ship from our fulfillment center within 1 to 3 business days after payment confirmation.

• Pre-Orders: For pre-order products, please refer to the estimated shipping window indicated on the specific product page.

• Business Days: Our fulfillment center operates Monday through Friday, Pacific Standard Time (PST), excluding weekends and official public holidays. During peak seasons or immediately following holidays, dispatch may experience a minor delay of approximately 2 business days.

• Fulfillment Center Location: All U.S. orders are dispatched from our primary warehouse:

  VTUVIA Warehouse

  19649 San Jose Ave, City of Industry, CA 91748

  ⚠️ IMPORTANT WARNING: This facility is strictly a shipping and fulfillment warehouse. This is NOT our return center. Please do NOT ship any returns or packages to this address. Any unauthorized shipments sent to this address will be rejected, and VTUVIA will not be liable for any lost items. To initiate a return, you must contact our customer service team first to receive the correct return instructions and authorized address.

Transit & Delivery Windows

• Once your package leaves our warehouse, please allow 3 to 9 business days for your shipment to arrive at your doorstep.

• Transit times are approximate and rely entirely on the delivery schedules of our trusted local carriers (FedEx, UniUni, and USPS), which vary depending on your state.

• Multiple Shipments: To ensure maximum protection during transit, large, bulky, or multi-item orders (such as an e-bike ordered with extra accessories) may be split into separate boxes and arrive at slightly different times.

3. Order Tracking & Carrier Updates

• Real-Time Tracking: As soon as your shipment is processed, a confirmation email containing a tracking link will be sent directly to you. You can easily monitor your package's journey through this link.

• System Activation: Please note that it can take a few business days for the carrier's system to update and reflect active tracking information after the label has been generated. If no information is visible immediately, please check again later.

• Support Response: If you have not received your tracking information or have questions regarding your delivery, please contact us at support@vtuviaebike.com. Our team will respond to your inquiry within 24 hours.

4. Shipping Modifications, Interceptions & Refusals

We understand that plans can change. Please review our strict guidelines for modifying or canceling orders once they have been placed:

• Before Tracking Information: There is absolutely no charge for delivery address changes or order cancellations before your tracking number is generated. Please notify us as immediately as possible to catch the order in time.

• After Shipment (In-Transit): Once your package has departed our warehouse, we CANNOT change the shipping address, intercept the package, or cancel the shipment.

• Inaccurate Delivery Information: It is the customer's responsibility to provide a complete, correct, and detailed delivery address and phone number. If a package is lost, misdelivered, or returned to our warehouse due to an incorrect or insufficient address, the customer will bear full financial responsibility for all original and return shipping costs. No refunds will be provided if a package is successfully delivered to the original address provided.

• Refused Deliveries: If you refuse delivery of a shipped order, it will be treated as a return once it arrives back at our warehouse. A flat fee of $200 will be deducted from your purchase refund to cover the return shipping and restocking costs.

  • Important Notice: To qualify for a refund on a refused shipment, you must promptly notify VTUVIA of the rejection. Failure to notify us will result in severe delays or forfeiture of your refund processing. Do not attempt to ship any packages back via your own methods without an official return address authorized by our customer service.

5. Inspection & Delivery Damage Claims

Our teams package every e-bike with extreme care, but we recognize that transit accidents can happen.

• Inspect on Arrival: Please carefully inspect the exterior packaging of your item immediately upon delivery.

• Note the Damage: If you spot any visible structural damage to the outer box, please explicitly note "Damaged" on the carrier's delivery receipt before signing.

• File a Claim: Take clear, high-resolution photographs of the damaged box, shipping label, SKU label, and the product inside, and email them to support@vtuviaebike.com immediately. We will work swiftly to resolve the issue for you.

6. Shipping Disclaimers & Limitation of Liability

• Approximate Estimates: All estimated shipping and delivery times displayed on our website are calculated using historical courier data. They are references only and do not serve as a contractual guarantee of a specific arrival date.

• External Delays: VTUVIA is not responsible or legally liable for shipping delays caused by factors outside of our control. These factors include, but are not limited to: customs clearance processing, severe weather conditions, natural disasters, public holidays, courier infrastructure constraints, or incorrect customer shipping details. Major holiday seasons naturally limit carrier and manufacturer operations, which may temporarily extend standard delivery windows.

• Lost or Stolen Packages: VTUVIA is not responsible for any lost, stolen, or damaged items due to the actions or inactions of FedEx, UniUni, USPS, or any other parcel service. Once a package is officially marked as "Delivered" by the carrier's tracking system, our logistical responsibility concludes. We strongly encourage you to monitor your tracking closely and secure your package promptly upon arrival.

• Return Shipping Costs: In accordance with our standard policies and limited warranty, except for quality issues, the customer is responsible for paying all shipping costs associated with returning an item. Shipping costs are strictly non-refundable. For returns, we strongly advise using a trackable shipping service and purchasing shipping insurance. VTUVIA cannot guarantee or accept liability for items that are lost or damaged while being shipped back to our facility.