NAKTO City Cargo Ebike 20" Pony

ORDER PROCESSING

Please allow 2-3 business days to process your order. Expect an email within 2-3 business days to let you know your order is on the way! Items ordered on the weekends (Saturday or Sunday) begin to be processed and shipped as early as the following business day. 

Shipments may be delayed by a few days if we are experiencing a high volume of orders. Please allow additional days in transit for delivery. If there is a significant delay in shipment for your order, we will contact you via telephone or email. 

FLAT RATE SHIPPING

Orders are generally shipped within 3-7 days using UPS Ground, FedEx Ground, and Freight for all orders in the United States. We do not ship outside of the United States at this time.

DOMESTIC SHIPPING RATES AND ESTIMATES

For calculated shipping rates: Shipping charges for your order will be calculated and displayed at checkout.

For simple flat rate shipping: We offer free flat rate shipping for all orders in the United States.

*Delivery delays may occur 

Shipment confirmation & Order Tracking

You will receive a Shipment Confirmation email from Electric Bike Express once your order has been shipped. This email will include your tracking number(s) and a link to track your package. Please note that tracking information may take up to 24 hours to become active.

Customs, Duties, and Taxes

Electric Bike Express is not responsible for any customs duties, taxes, or other fees applied to your order. Any charges imposed during or after shipping, such as tariffs or import taxes, are the sole responsibility of the customer. 

Damages & Missing Items 

Please inspect all packages for damages or missing items before accepting your shipment from Electric Bike Express. If you notice any items are missing or appear damaged, clearly mark the receipt as "Damaged" and/or "Missing Items" (include specific details about the missing or damaged items and a description of the damage).

Only refuse the items that are damaged; keep and sign for items that are in good condition. Be sure to notate the items being refused due to damage clearly on the delivery receipt. Contact our Customer Service team at info@electricbikeexpress.com to report which product(s) were missing and/or refused for damages, as well as which product(s) were accepted. Once we receive confirmation from the shipping carrier, we will arrange for replacement product(s) to be shipped to you promptly.

While Electric Bike Express is not responsible for shipping damage, if your items arrive damaged, please take photos and send them to info@electricbikeexpress.com. Our team can assist with filing a claim against the shipping carrier to cover the cost of the damages.

Please note that any damages or missing items must be documented on the delivery receipt prior to signing and accepting your shipment. Take the time to inspect each item thoroughly—do not allow the delivery driver to rush you, as it is your right to ensure the condition of your order.

Pre-orders, Backorders, and Out-of-Stock Items

Electric Bike Express is committed to providing you with the electric bikes and accessories you need as quickly as possible. Any items that are out of stock or available for pre-order will be clearly noted on the product page. You are welcome to place orders for pre-order items, backorder items, or items that are temporarily out of stock. We will ship these items as soon as they become available from the manufacturer, ensuring you receive your order promptly and ahead of others. For questions about lead times or product availability, please refer to the product page or reach out to us at info@electricbikeexpress.com. You can also call or text us at 1-888-464-7564 for assistance.

REFUNDS, RETURNS, AND EXCHANGES

We accept returns up to 30 days after delivery, if the item is unused and in its original condition, and we will refund the full order amount minus the shipping costs for the return. In the event that your order arrives damaged in any way, please email us as soon as possible at info@electricbikeexpress.com with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution. If you have any further questions, please don't hesitate to contact us at info@electricbikeexpress.com.

RETURNS 

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

For your item to qualify for a return, it must be unused, in its original packaging, and in the same condition as when you received it.

All returns are subject to a 15% restocking fee, and the purchaser is responsible for the cost of return shipping. 

To start a return, you can contact us at info@electricbikeexpress.com or call us at 1-888-464-7564. If your return is accepted, we will either schedule a pickup or send you a return shipping label, as well as instructions on how and where to send your package. Items will not be accepted if sent back without requesting a return. 

If you have any more return questions, please feel free to contact us at info@electricbikeexpress.com or call us at 1-888-464-7564. 

REFUNDS 

We will notify you once we’ve received and inspected your return and inform you if the refund has been approved. If approved, a refund will be issued to your original payment method, minus a 15% restocking fee and the cost of return shipping. Please allow up to 10 business days for your bank or credit card company to process and post the refund to your account. For any questions regarding your refund, please contact us at info@electricbikeexpress.com or call us at 1-888-464-7564.

CANCELLATIONS

Orders canceled more than 24 hours after being placed are subject to a 5% administration fee to cover administrative and personnel costs, provided the order has not yet shipped.

If the order has already shipped, the 5% administration fee will not apply. Instead, standard return procedures will be followed, including a 15% restocking fee and responsibility for return shipping costs. Refunds will be issued only to the original payment method used at the time of purchase.

DAMAGES & ISSUES 

Please inspect all packages for damaged or missing items before accepting your shipment. If any of the items are missing or appear to have any type of damage; Mark the Receipt Damaged and/or missing (write which items are missing, or damaged and describe the damage).

Only refuse the items that are damaged, keep and sign for the items that are in good condition and be sure to notate the items that are being refused for damages clearly on the delivery receipt. You must contact our Customer Service Department at info@electricbikeexpress.com to report which product(s) were missing and/or refused for damages and which product(s) were accepted at the time of delivery. After our Shipping Department receives confirmation from the Freight LTL Company we will promptly ship out the replacement product(s) to you.

Although Electric Bike Express is NOT responsible for shipping damage, if your item(s) do arrive damaged, please send photos to info@electricbikeexpress.com  and we can assist with filing a claim against the shipping carrier to cover the cost of damages.

Any damages or missing items have to be noted on the delivery receipt prior to signing for and accepting your shipment in order to file a claim. Do not let the delivery driver rush you. It is your right to inspect each and every item. 

EXCHANGES 

The most efficient way to ensure you get what you want is to return the item you have (see return process above), and once the return is accepted, make a separate purchase for the new item. 

Our goal is to consistently provide the best pricing in the marketplace online  and we work very diligently to do so. If you happen to see another online shop that offers a lower price than us within six months of your date please let us know and we'll be happy to refund the difference on your original payment method. Moreover, because we are consistently working with our suppliers to get better rates we know that you can feel very comfortable and confident that you are seeing the best prices that can be provided for the products listed on our site. 

Moving forward if you find the same item that we carry on another website that has a lower price please submit that to us within six months of your purchase date and we will refund you the difference.

If it is a case of seeing a lower price on another website and we need to send a partial refund simply email us the link to the exact product and brand from our site and also the link from our competitors site so we can inspect the pricing. Again this needs to be within six months from the date of your order and we will review your submission and apply a credit if necessary.

Our Price Match Policy has some limitations:

• The item must have already been purchased from our site prior to asking for this to be reviewed and submitted.

• This does not include rebate programs or specific retailer programs such as buy three get one free type offers or any combination such as that are not eligible.

• The item will need to be in stock from the competitors site that you’re submitting the information from.

• The competitor must be an online store, they may not have a retail location, warehouse, showroom, or physical location.

• The website cannot be a wholesaler, liquidator, distributor, or auction website. Examples are eBay, Liquadation.com, Via Trading, Overstock, Wayfair, Amazon, Home Depot, Lowes, etc.

• The competitor must also be someone who has been authorized by the supplier and/or manufacturer to resell the product you are inquiring about.

• The price match will include the product listing price, but will exclude any sales tax.