SHIPPING POLICY

Shipment processing time

When will my order ship?

We are partnering with FedEx company and providing FREE shipping to the Contiguous United States.

The current shipping time for in-stock ebikes is 3-5 business days.

Orders can take up to 1-5 business days to be processed and shipped. Please note that non-business days such as weekends and holidays are excluded from processing and shipping. You will receive an email with tracking information when your order has shipped. Tracking information for your shipment will be updated and available within 72 business hours.

Once your order has been placed, we will send a confirmation email with your order number. When your order has been shipped, you will receive an additional confirmation email with a tracking number.

Delivery Terms

- Most deliveries occur between 8AM and 8PM and, if signature is required, must be signed for delivery.

- If delivery fail due to customer's wrong shipping address, customer need to pay extra $50 - $200 per unit for fail delivery shipping cost.

- Refused packages (except items damaged during transit) will be charged a 10% re-stock fee per order to partially cover our shipping costs.

Your order might need a signature upon delivery. If there is no one around to receive the package, the courier will leave a delivery attempted card on your door. You can then organize for your order to be re-delivered whenever it suits you! If you choose to have the courier deliver the package without a signature, 5TH WHEEL is no longer liable for your order. Certain exceptions applied*

*Exceptions:

1. Your package is sent back to shipper for failure of delivery because of:

Unable to pick-up/sign the package. You are subject to shipping charges for reshipment.

2. Your package arrives in damaged condition.

Please get in touch with us within 48 hours if there is any shipping damage. Shipping companies (like UPS, FedEx, DHL) only accept shipping damage claims within one week after delivering the product. Therefore, you will be responsible for any cost related to the shipping damage if you do not contact us within one week.

3. The package could be indeed lost. If you have waited for 2 business day and checked with your neighbors but still do not find the package.

Please do not hesitate to contact us at support@5thwheelebike.com. In the meantime, please do contact the shipping agent to let them know that you did not receive the package, ask them to start an investigation, and file a package loss claim with the tracking number, which is, unfortunately, something that can only be done by the receiver (otherwise, we will do it for you). Once you filed the claim, please send us the claim number so that we can follow up with our shipping agent for the lost package investigation, which could take up to 15 business days. Once the shipping agent verify that the package is indeed lost, we will resend the product or issue refund accordingly. Customer will be responsible for the lost if customer refuse to work with us to start the investigation.

**Please be sure to provide all requested information.

5TH WHEEL is not responsible for delays in shipping or delivery due to natural or uncontrollable events. Additionally, 5TH WHEEL is not responsible for delays related to the courier itself (such as customs clearance).

Holiday Shipping

Due to the high volume of orders during November and December please allow extra business days for order processing and delivery.

Shipping not available to:
- P.O. Boxes
- APO Addresses
- Hawaii / Alaska
- Puerto Rico
- Military District
- Virgin Islands
- Guam

Work with Customs for clearance.

We only provide free shipping to the contiguous United States. If any international shipping needed, it may require you to contact Customs to provide validating information and pay import taxes if there is any. Unfortunately, that is something out of our control. PLEASE contact us via support@5thwheelebike.com for any questions you may have.

Only the receiver, not the sender, can work with Customs for the clearance. If you refuse to work with Customs and result in the package being sent back to us, we can not refund your payment. Note: Please contact us before submitting the information to Customs.