Shipping Policy

1. To which locations can we deliver the e-bike?
We currently offer shipping services exclusively to the 48 contiguous United States and Canada. Please note that we do not deliver to remote regions, including Alaska, Hawaii, and Puerto Rico, nor do we ship to P.O. Boxes.

2. How much does the shipping cost?
We currently provide free shipping service.

For international shipments to Canada, customers are responsible for customs taxes. These will be calculated and must be prepaid at checkout.

3. How long will you receive the package and how to track it?
We are committed to delivering your goods in a timely manner. If a specific shipping date is agreed upon, we will make every reasonable effort to meet that date. For orders without a specified date, we aim to complete delivery within 30 days from order acceptance. Upon shipment, you will receive an email with tracking information for your convenience.

4. What if you receive a wrong product?
If you receive damaged or defective product(s), or if you notice discrepancies in quantity or quality compared to the specifications mentioned in the relevant order confirmation or invoice, please promptly capture clear pictures of the issue and reach out to our customer service team within 3 days of receiving the product(s). We will conduct a thorough investigation and take all necessary steps to assist you in resolving the issue to your satisfaction.

5. Which carrier do we use in your country and what is the estimated delivery time after shipping?
TENWAYS will carefully select the most appropriate carrier for your order, and the estimated delivery time will be determined by the specifics of your order and the delivery address. Typically, you can expect your order to arrive within 5-7 business days.

Please note that international deliveries to Canada may experience longer transit times due to customs and other logistical factors.

6. In case of unforeseen circumstances.

In the case of unforeseen circumstances beyond our reasonable control (for example, adverse weather conditions, unpredictable delays caused by traffic congestion, road works, diversions or mechanical breakdowns, unforeseen production delays, delays caused by third-party suppliers, in each case to the extent beyond our reasonable control) we may not be able to deliver the goods within these timescales and we will not be liable for any delay or failure to deliver the goods if the delay or failure is wholly or partly caused by such circumstances. If a timely delivery does not take place, an alternative delivery date will be given. Special circumstances such as a high volume of orders, new product releases, or restock days may also lead to longer shipping times. If this is the case, we will note it on the product page and send a follow-up reminder via email.

7. What if the products get lost during the shipping?
If the product(s) you ordered fail to reach the provided address (when correctly provided) or are lost during the shipping process, please be aware that we reserve the right to conduct a thorough investigation, which may extend up to 30 days. During this investigation period, we may temporarily withhold a full refund or opt to resend the same product(s) to you. Rest assured, we will keep you informed of the investigation's progress and its outcomes, ensuring that appropriate and fair actions are taken.