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Shipping Policy

Last Updated: October 8, 2023

Thank you for choosing EWheelsMart.com, your premier destination for top-quality electric mobility products. We take great pride in offering a diverse range of electric scooters, bicycles, skateboards, and other environmentally-friendly transportation solutions. Your satisfaction is our utmost priority, and we are dedicated to delivering a seamless and customer-friendly shopping experience.

Shipping Policy

1. Shipping Methods:

  • If your order is in stock and your credit card is approved, it usually ships within 1-2 business days. Backordered or built-to-ship products may take longer.
  • Delivery times vary depending on your location and the shipping method chosen during checkout. Please refer to the estimated delivery times provided at the time of purchase.
  • We’ll send you tracking information to the email you provided at checkout as soon as your order ships.

2. Shipping Fees:

  • Shipping fees are calculated based on the weight, dimensions, and destination of your order. Alaska (AK) and Hawaii (HI) ship by air at an additional cost.
  • For orders over $99, shipping is free to the following lower 48 US states:

Eligible Lower 48 US States for Free Shipping (for orders over $99):

  • 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, and Wyoming.

3. Order Confirmation:

  • You will receive an order confirmation email as soon as you place your order. This means that we have authorized your credit card for the purchase and are preparing your order for shipment. If you haven’t received tracking information within six business days of your order confirmation, please contact us at support@ewheelsmart.com.
  • As soon as we receive your order, we automatically reach out to our warehouse to confirm that it is in stock and available for immediate shipment.
  • If your item is on backorder or unavailable, we will reach out to you via email.
  • If your item(s) are available for immediate shipment, we will process the charges and submit the order for shipment.

4. Shipping Carriers:

  • We use UPS Ground, FedEx Ground, and various LTL Freight carriers for shipments to the lower 48 states.
  • We don’t offer Cash On Delivery (COD).
  • Tracking information will be provided once your order has shipped, allowing you to monitor its progress.

5. Phone Number Requirement:

  • A phone number is needed by the freight company to schedule a delivery appointment.
  • Providing a good contact number is crucial to avoid delivery delays, as freight items require an appointment for delivery.
  • Delays may lead to additional storage fees that must be paid before delivery.

6. Customs and Duties Tips:

  • To avoid delays in customs:
    • Provide a phone number for customs to contact you.
    • Don’t refuse a shipment or ignore duty and tax charges.
    • Most carriers hold shipments for a few days if there are duty and tax issues.
  • We don’t refund original shipping charges for refused customs deliveries.
  • You’re responsible for taxes, duties, and penalties incurred on your order.

6. Damages:

  • We kindly request that you carefully inspect the packaging of your items as soon as they arrive.
  • In the unfortunate event that you receive products that are damaged upon arrival, we’re here to assist you.
  • You can initiate a warranty claim to obtain replacement parts for any damaged items.
  • If your item(s) do arrive damaged, please promptly email photos of the damaged items to us at support@ewheelsmart.com.
  • Upon receiving your photos, we will initiate an insurance claim on your behalf to address the issue.

7. Backorders:

Notification of Backorders:

  • Occasionally, a product may run out of stock in our warehouse after you’ve placed your order. In such cases, you will receive an email notification shortly after your order is placed, informing you of the backorder status.
  • The email will include the expected arrival time and any available substitute products for your consideration.

Changes to Backorders:

  • If the expected arrival time changes for your backordered item, you can choose to keep the order, select a substitute product, or cancel the order.
  • Once backordered items arrive, we will send you an email with your estimated ship date and provide tracking information within 1-3 business days.

8. Freight LTL Shipment

  • For larger and heavier items, your order will be shipped via freight LTL (Less Than Truckload) and delivered by a lift gate truck.
  • The delivery process involves scheduling an appointment with the dispatcher when the item reaches your city or a nearby city.

Important Freight LTL Delivery Details:

  • You must be available at the delivery address during the specified delivery window to receive and sign for the item.
  • The dispatcher will contact you to arrange the delivery date and time, typically from 8 am to 12 pm or 12 pm to 4 pm on weekdays.
  • Please ensure that the phone number you provided at checkout is accurate and reachable.
  • Do not screen your calls until your item has been successfully delivered.
  • The item will be delivered by one delivery person via a lift gate truck, typically placed at your door or the nearest accessible area.

9. Handling Damages, Exceptions, or Discrepancies at Delivery

  • If the carton packaging shows signs of damage (e.g., ripped, holes, large dents, open carton, or missing items), we recommend an immediate visual inspection of the unit with the delivery driver present.
  • If damage is found, please note it on the carrier’s paperwork and notify us promptly.
  • If immediate inspection isn’t possible, the carrier’s paperwork should state, “Carton damage, subject to inspection.”
  • Contents must be inspected within 48 hours of arrival, and any actual damage should be reported to the carrier.

10. Refusing Shipment

  • If carton packaging has excessive damage exposing the product, it’s advisable to refuse the shipment by signing carrier paperwork as “Carton damaged and refused.”
  • Please notify us immediately in such cases.

If you have any further inquiries regarding the ordering and shipping process, feel free to reach out to us via email at support@ewheelsmart.com.

Please be aware that this policy is subject to change, and it’s advisable to review it before making a purchase. Your satisfaction is our priority, and we aim to provide you with the best possible shopping experience at EWheelsMart.com. If you have any questions or concerns, feel free to reach out to our customer support team at suppo

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