1. U.S. Shipping Availability

Free standard shipping is available for eligible orders delivered to addresses within the contiguous United States, unless otherwise indicated on the applicable product page or during checkout.

• No minimum order value is required where free standard shipping is offered.
• Shipping eligibility may vary by product because electric dirt bikes, electric scooters and lithium batteries can be subject to carrier-specific transportation restrictions.
• Delivery to Alaska, Hawaii, U.S. territories, Puerto Rico, PO Boxes, APO/FPO addresses and certain remote locations may be unavailable or may require additional shipping arrangements.
• If an additional shipping charge applies to a supported destination, the charge will be disclosed before the order is completed or confirmed with the customer before shipment.
• Optional expedited, freight or special delivery services, when available, may carry an additional charge.

If you are unsure whether a product can be delivered to your location, please contact XVELO Support before placing your order.

2. Fulfillment Locations

XVELO is a multi-brand authorized retailer. Products may therefore ship from different fulfillment locations depending on the brand, product, inventory position and delivery destination.

Internationally fulfilled orders may require additional transit time for export processing, customs processing, carrier handoffs or final-mile delivery within the United States.

3. Order Processing & Dispatch Time

In-stock orders are normally prepared for dispatch within approximately 1–5 business days after a properly completed order has been received and payment has been successfully confirmed.

• Business days generally exclude Saturdays, Sundays and applicable public holidays.
• Orders placed during weekends or public holidays normally begin processing on the next business day.
• Processing may take longer during major promotions, peak sales periods, inventory transfers or public holidays.
• Certain products may have a different dispatch timeframe because of their warehouse location, freight requirements or battery-transport procedures.
• Pre-order or back-order products follow the estimated dispatch timeframe disclosed on the applicable product page at the time of purchase.

The estimated delivery period begins after the order has been dispatched to the carrier. Processing time and carrier transit time are separate.

4. Estimated Delivery Times

Delivery time depends primarily on the warehouse from which your product is shipped.

Products Shipped From a U.S. Warehouse

Most in-stock products fulfilled from a U.S. warehouse are delivered approximately 3–10 business days after dispatch.

Products Shipped From China or Another International Warehouse

Products fulfilled directly from China or another international warehouse generally require approximately 15–25 calendar days after dispatch for delivery within the contiguous United States.

International delivery may occasionally take longer because of customs processing, carrier transfers, severe weather, transportation restrictions, peak-season volume or remote delivery locations.

Delivery estimates are provided in good faith based on the expected carrier route and fulfillment location. They are estimates rather than guaranteed arrival dates unless XVELO expressly states otherwise.

5. Shipping Delays Before Dispatch

XVELO maintains a reasonable basis for shipping timeframes stated on our Site.

If, after receiving your order, we learn that we cannot ship the product within the shipping timeframe stated at the time of purchase, we will notify you of the delay as required by applicable law.

Where required, the delay notice will provide an updated estimated shipping date, when reasonably available, and give you the option to:

• Accept the revised shipping timeframe; or
• Cancel the affected unshipped order and receive a refund.

If we determine that we cannot fulfill the order, or if required consent to a shipping delay is not obtained, the affected order will be cancelled and the applicable payment will be refunded in accordance with applicable law.

6. Carriers & Delivery Methods

The carrier used for an order depends on product size, warehouse location, battery-transport requirements, destination and carrier availability.

Orders may be transported by parcel carrier, specialized logistics provider or freight service.

• Large electric dirt bikes and electric scooters may be shipped in oversized or heavy cartons.
• Certain deliveries may require an adult or recipient signature.
• Freight deliveries may involve additional carrier contact before final delivery.
• Orders containing multiple products may be shipped in separate packages or from different warehouses.
• Separate shipments do not create an additional standard shipping charge where the original order qualified for free shipping.

7. Tracking Your Order

Once an order has been dispatched and tracking information becomes available, tracking details will normally be sent to the email address used at checkout.

You can also check your shipment through the XVELO order-tracking page or contact XVELO Support for assistance.

A tracking number may be created before the carrier performs its first physical scan. It can therefore take approximately 24–48 hours for tracking information to begin showing movement.

For international shipments, tracking may occasionally pause while a parcel is moving between logistics networks, undergoing customs processing or being transferred to a U.S. final-mile carrier.

8. Address Changes

Customers are responsible for providing a complete and accurate delivery name, street address, city, state, ZIP code, email address and telephone number when placing an order.

• Contact XVELO Support as soon as possible if you need to correct a delivery address.
• Address changes cannot be guaranteed after an order has been processed by the fulfillment warehouse.
• Once a shipment has been handed to the carrier, address changes may not be possible or may be subject to carrier restrictions or fees.

Do not submit a second order solely to correct an address without first contacting XVELO Support, as both orders may enter fulfillment.

9. Failed, Refused or Undeliverable Deliveries

If delivery cannot be completed because of circumstances attributable to the customer, reasonable additional costs may apply.

Examples may include:

• An incorrect or incomplete delivery address
• Repeated unsuccessful delivery attempts
• Failure to respond to a freight carrier's delivery request
• Failure to collect a shipment held for pickup
• Refusal of delivery without prior authorization from XVELO

If the parcel is returned to the warehouse because of a customer-caused delivery failure, reasonable re-delivery or return costs may be charged or deducted from an applicable refund where permitted by law and by our Return & Refund Policy.

Any such charge will be based on actual or reasonable logistics costs associated with the failed delivery.

10. Delivery Delays After Dispatch

After an order has been dispatched, carrier transit may occasionally be affected by circumstances such as:

• Severe weather
• Carrier network disruption
• Peak-season shipping volume
• Public holidays
• Customs or import processing for international shipments
• Transportation or battery-shipping restrictions
• Remote-area delivery
• Incorrect or incomplete delivery information

XVELO cannot control every carrier transit event or guarantee an exact carrier delivery date. However, XVELO remains the customer's point of contact for the order and will assist with tracking, carrier enquiries and reasonable resolution of delivery issues.

A carrier delay does not automatically mean a shipment has been lost. Where necessary, we may need to allow the carrier's investigation or trace procedure to be completed before determining the appropriate resolution.

11. Lost Shipments

Please contact XVELO Support if:

• The estimated delivery window has passed significantly;
• Tracking has stopped updating for an unusual period;
• The carrier reports that the shipment may be lost; or
• The package is marked as delivered but cannot reasonably be located.

XVELO will work with the applicable fulfillment partner and carrier to investigate the shipment.

If a shipment is confirmed lost before successful delivery, XVELO will provide an appropriate resolution, which may include replacement of the shipment or a refund, depending on the circumstances and applicable law.

The customer may be asked to provide reasonable supporting information required by the carrier, such as confirmation that the package was not received.

12. Damaged Parcels & Missing Items

Electric dirt bikes and electric scooters can be shipped in large, heavy cartons. We strongly recommend inspecting the packaging and product as soon as reasonably possible after delivery.

If your order arrives damaged, incomplete or incorrect, please:

1. Contact support@xvelogo.com as soon as reasonably possible, preferably within 7 days of delivery.
2. Provide your XVELO order number.
3. Describe the damage, missing component or incorrect item.
4. Provide clear photographs or video showing the outer carton, shipping label, packaging, product and affected area.
5. Keep the original packaging, accessories and supplied components until XVELO provides further instructions.

Depending on the circumstances, the resolution may include replacement parts, repair support, replacement of the product or a refund.

The 7-day recommendation is intended to help XVELO submit carrier and warehouse claims quickly. It does not by itself waive or limit any non-waivable rights available under applicable law or the applicable product warranty.

13. International Fulfillment & Customs Processing

Some products sold through the U.S. Site may be shipped to customers directly from an authorized international fulfillment warehouse.

For example, certain 79BIKE products may be shipped from China to the United States.

These shipments may pass through export processing, international transportation, U.S. customs processing and a domestic final-mile delivery network.

Customs processing times are outside the direct control of XVELO and the carrier and may occasionally extend the estimated delivery period.

Where a customer-payable shipping, customs, tax or import charge applies to an order and is known to XVELO before purchase, it will be disclosed as required before the order is completed. Customers should review the product page and checkout information applicable to their order.

14. Cancellations Before Dispatch

If you wish to cancel an order, contact XVELO Support as soon as possible.

We will make a reasonable effort to stop the order before it is handed to the carrier, but cancellation cannot be guaranteed once the fulfillment warehouse has processed the shipment.

If the order has already been dispatched, the applicable Return & Refund Policy will apply.

This section does not restrict any cancellation or refund right that applicable law requires XVELO to provide because of an unfulfilled or delayed shipment.

15. Pre-Orders & Back-Ordered Products

A product identified as a pre-order, back-order or future-stock item may have a dispatch date that differs from the standard processing times described above.

The estimated shipping or availability timeframe displayed on the product page at the time the order is placed will apply to that product.

If that shipping timeframe materially changes after the order is placed, XVELO will provide the customer with the applicable delay information and cancellation option as required by law.