Política de envío

Shipping Protection Overview: We provide standard shipping coverage for all our orders. For enhanced security against loss, damage, or delay, we highly recommend purchasing the optional Xcotton Shipping Protection at checkout. Please read Section 6 for detailed terms and coverage.

1. Shipping Areas & Fees

Please review the table below to see if we ship to your location and the associated shipping costs.
Note: Orders placed with invalid addresses or freight forwarders will be automatically canceled.
Additionally, e-bikes must not be sold to anyone under 18 years old. Minors must be accompanied by a parent or adult when riding.

Destination Shipping Fee Exceptions & Notes
🇺🇸 United States
(48 contiguous states) 		Free We DO NOT ship to Alaska, Hawaii, Puerto Rico, other U.S. territories or islands, PO Boxes, APO/FPO addresses, or freight forwarders.
🇨🇦 Canada
(Canada-wide) 		Free We DO NOT ship to Yukon, Northwest Territories, or Nunavut.
🇪🇺 European Union
(25 Member Countries*) 		Free We DO NOT ship to Cyprus, Malta, or any outlying islands/remote areas.
🇬🇧 United Kingdom £200 Flat Fee Subject to customs clearance.

*EU Countries included: Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden.

2. Warehouses & Estimated Delivery Times

Wallke Ebike operates multiple local warehouses to ensure faster delivery. Transit times depend on the distance from our warehouse to your shipping address.

Ships From (Warehouse) Destination Region Estimated Transit Time
🇺🇸 California, USA West Coast (Pacific & Southwest) 2 - 5 business days
Midwest & Rocky Mountains 4 - 7 business days
East Coast (Northeast & Southeast) 6 - 10 business days
🇨🇦 British Columbia, CA Western Canada (BC, AB) 2 - 5 business days
Eastern Canada (ON, QC, etc.) 5 - 9 business days
🇪🇺 Poland, EU Central Europe (Germany, Czechia, etc.) 2 - 5 business days
Western & Southern Europe (France, Italy, Spain) 4 - 8 business days
Northern Europe 5 - 9 business days
United Kingdom 7 - 12 business days

3. Order Processing & Address Rules

Policy Category Details & Rules
Processing Time & Confirmation After placing an order, you will receive an order confirmation email. We highly recommend replying "Confirm" to this email, as we prioritize the processing and dispatch of confirmed orders. For unreplied orders (classified as low-risk), we will automatically confirm and arrange shipment within 3 business days.
Pre-Orders & Mixed Orders Pre-sale items will ship according to the estimated date stated on the product page. If your order contains both in-stock and pre-order items, we will ship the in-stock items first, and the pre-order items will follow once available.
Address Accuracy & Modifications Customers are responsible for providing a correct and complete shipping address at checkout. If you need to change your address, contact sales@wallkeebike.com immediately. Once an order has been handed over to the carrier, address changes will incur a rerouting fee. If a package is returned to us due to an incorrect or incomplete address, the customer will be responsible for the reshipping costs.

4. Shipping Methods & Important Terms

Shipping Term Description
Carriers E-bikes are primarily shipped via FedEx or UPS. Smaller accessories or replacement parts may ship via DHL or USPS, with preference given to other more suitable carriers when available.
Split Shipments To ensure the fastest delivery, your order may arrive in multiple packages. E-bikes, spare batteries, and accessories are often shipped from different warehouse sections and may arrive on different days. You will receive separate tracking numbers for each package.
Signature Requirement Due to the high value of our e-bikes, a direct signature may be required upon delivery. Please ensure someone is available at the shipping address to receive the package.
Battery Shipping (Hazmat) E-bike batteries are classified as hazardous materials (Lithium-ion) by shipping carriers. They require special handling and may experience slight delays compared to standard packages.
Taxes & Duties For orders shipped within the contiguous US, Canada, and the EU, You do not need to pay any additional fees at checkout.
Carrier Delays (Force Majeure) While we strive to meet all estimated delivery times, we cannot make any promises or guarantees for delays caused by force majeure events such as severe weather conditions, natural disasters, carrier volume spikes (e.g., Black Friday), or other unforeseen circumstances.
Refused Shipments If you refuse delivery of an order without a valid reason (e.g., severe visible damage), you will be responsible for the original shipping costs and the return shipping fees (typically $150-$250 for e-bikes), which will be deducted from your refund.

5. Delivery Issues & Claims

Will I receive the bike fully assembled?

The Wallke e-bike arrives 85% assembled. Final assembly takes about 10-15 minutes. You will only need to attach the front wheel, fender, handlebar, seat post, and pedals, then check all bolts. Assembly instructions and basic tools are included in the box.

Shipping Damage Claims

Please inspect your package and product immediately upon delivery. Minor scratches or cosmetic blemishes that do not affect the bike's performance may occur during transit. If you notice significant shipping damage, please take clear photos/videos of the damaged box and the product, and report it to us within 7 days of receipt. Claims made after 7 days will not be accepted.

Lost or Stolen Packages

If your tracking information shows "Delivered" but you cannot find your package, please check around your property, with neighbors, or with your building manager first. If it is still missing, contact us within 3 business days. We will open an investigation with the carrier, which may take up to 10-15 business days to resolve. Please note: Wallke Ebike is not responsible for packages that are stolen after the carrier has provided proof of delivery to the correct address.

Need further assistance? Contact our support team at sales@wallkeebike.com.

6. Xcotton Shipping Protection（Purchase separately）

Please Note: Xcotton Shipping Protection is an optional service and must be purchased additionally at checkout. If you have purchased this protection, your order is safeguarded against loss, damage, and delay during transit. The table below outlines partial coverage details. For the complete and most up-to-date terms and conditions, please visit: Xcotton Shipping Protection Terms. The latest terms listed on the official Xcotton website shall prevail.

Important Claim Time Limit: All issues must be reported within 90 days of the order date. For special cases, Xcotton will work with the merchant to resolve the issue.

Coverage Scenario & Criteria Supporting Materials Compensation
Loss (Lost during transit ) Logistics does not show delivery. *Domestic packages not delivered within 30 days / international packages not delivered within 60 days of shipment are considered lost. Logistics tracking information. The discounted order amount (shipping and taxes are compensable only if included in the original order total).
Partial Loss (Partially lost during transit) Multiple packages: Verify logistics status of each package. Single package: Outer packaging shows signs of damage OR discrepancy between carrier's recorded weight and actual weight. 1) Logistics receipt on the outer packaging (with tracking number & weight).
2) Photos of all sides of the outer packaging.
3) Received items photos & actual weight verification. 		Claim amount based on lost goods amount. Maximum compensation shall not exceed the discounted order amount.
Porch Piracy (Stolen after delivery) Logistics shows delivery, but the consumer did not receive the package. 1) Police report; OR
2) Relevant on-site video evidence; OR
3) Loss certificate provided by the logistics company. 		The discounted order amount.
Damage (Damage during transit) When the buyer receives an item with obvious breakage, cracks, bending, or crushing, rendering it unusable. The goods themselves are damaged (outer packaging damage serves as supplementary evidence). 1) Logistics label on the outer packaging.
2) Photos of all sides of the outer packaging.
3) Photos of the product packaging.
4) Photos of the damaged part of the item. 		Partial: Replacement part cost + shipping, or partial cash compensation (up to discounted order amount). Full: The discounted order amount.
Misdelivery (Incorrect address) Logistics provider delivery error (excluding errors caused by the consumer). POD address does not match the order shipping address. 1) Order screenshot showing the recipient's address.
2) Image proof of the correct delivery address.
3) Other evidence proving mismatch between POD and designated address. 		Traceable: Compensation for secondary delivery costs. Untraceable: Treated as lost, compensated at the discounted order amount.
Delay (Delay in delivery) The covered package has not been delivered to the destination within the agreed time. Logistics tracking information. $5 USD / Order. *If the package is considered as lost later, Xcotton will compensate the rest of the discounted order amount.