Shipping Policy

Thank you for choosing WILDEWAY. We are committed to delivering your electric bike safely and as quickly as possible. Please review our shipping guidelines, terms, and conditions below.

Shipping Cost & Coverage

We are proud to offer FREE SHIPPING and FREE SALES TAX on all e-bike orders within our standard delivery zones.

• United States: Free shipping applies strictly to the 48 contiguous United States (CONUS). We currently do not ship to Alaska, Hawaii, Puerto Rico, or any other U.S. territories. We are also unable to deliver to PO Boxes, APO/FPO/DPO addresses.
• Canada: Free shipping applies to standard shipping zones within Canada. Remote or northern territories (such as Yukon, Northwest Territories, and Nunavut) may be subject to additional shipping surcharges or may not be eligible for delivery. Please contact our support team prior to ordering if you reside in a remote area.

Processing & Shipping Timelines

Our goal is to get you riding as soon as possible. We ship directly from our localized fulfillment centers in California, USA and Toronto, Canada to minimize delivery times.

• Order Processing Time: In-stock items are typically processed and prepared for shipment within 1 to 2 business days (excluding weekends and major holidays) after your payment is cleared.
• Shipping/Delivery Time: Once your package leaves our warehouse, standard transit time takes approximately 3 to 7 business days to arrive at your doorstep, depending on your geographic location.

Tracking Your Order: As soon as your order ships, a shipping confirmation email containing your FedEx, UPS, or relevant carrier tracking number will be sent to the email address provided at checkout. Please allow up to 24 hours for the tracking status to update on the carrier's portal.

Signature Required & High-Value Package Protection

Because electric bikes are high-value items and contain high-capacity lithium-ion batteries subject to strict transport regulations, all e-bike shipments are sent with a "Signature Required" instruction to the carrier.

• The shipping carrier is instructed to obtain a physical signature or visual verification upon delivery and should not leave the package unattended on porches or doorsteps.
• WILDEWAY is not responsible for any packages that are lost, stolen, or misplaced after the carrier marks the shipment as officially "Delivered." We strongly recommend monitoring your tracking information closely and ensuring an adult is available to receive the package.

No Responsibility for Loss, Theft, or Damage

WILDEWAY is fully dedicated to packaging and dispatching your order securely. However, please be advised that WILDEWAY shall not be held liable or responsible for any products that are lost, stolen, or damaged during transit or after delivery has been completed by the carrier.

Our liability for the physical condition and custody of the shipment strictly terminates at the following milestones:

• During Transit: Once the package is collected from our warehouse, scanned, and taken into physical custody by the shipping carrier (e.g., FedEx, UPS), any subsequent handling damages, missing transit items, or logistics accidents are the sole legal responsibility of the carrier.
• Post-Delivery (Porch Piracy Protection): Once the shipping carrier updates the tracking status as "Delivered" (including but not limited to cases where visual proof of delivery is uploaded or a signature is obtained), the risk of loss or theft transfers entirely to the customer. WILDEWAY will not issue refunds, credits, or free replacements for packages that are stolen from doorsteps, porches, or shared residential mailrooms after official delivery.

How we will support you: In the unfortunate event that your package is lost in transit prior to being marked as delivered, please notify us immediately. While we are not liable, our customer support team will actively assist you in opening an official investigation and filing an insurance claim with the carrier. No refunds or replacements will be reviewed or issued until the carrier concludes its formal investigation and provides a final resolution.

Shipping Damage & Immediate Inspection

Electric bikes are heavy and travel long distances. While we use extra heavy-duty packaging, shipping damage can occasionally occur. You must inspect your package immediately upon delivery.

If you notice any significant damage to the e-bike itself out of the box, please follow these steps within 14 days of delivery:

1. Take clear, high-resolution photos and/or videos of the damaged outer box, inner packaging, and the specific product damage.
2. Locate the serial number on the e-bike frame.
3. Email our customer support team at support@wildewayebike.com with your order number, serial number, and the visual evidence.

Once verified within the 14-day window, WILDEWAY will promptly arrange for free replacement parts or a replacement vehicle if necessary. Please note that claims reported after 14 days from the delivery date cannot be honored for free shipping damage replacement, as they fall outside our carrier's insurance claim window.

Address Changes & Refused Shipments

• Address Changes: We cannot change, intercept, or reroute a shipping address once the item has departed our warehouse. Please double-check your shipping information at checkout.
• Refused Shipments: If you refuse delivery of an order that has already been shipped, or if the carrier returns the item to us after multiple failed delivery attempts due to customer unavailability, the order will be processed as a return. A flat shipping/cancellation fee of $200 per e-bike will be deducted from your refund to cover the round-trip transit costs.

Third-Party Freight Forwarders

If you choose to use an independent third-party freight forwarder, cargo agent, or shipping service to transport your purchase outside of the contiguous United States or Canada, WILDEWAY's responsibility ends the moment the package is marked as safely delivered to the forwarder's address. We are not responsible for any damage, loss, missing parts, or customs/tax issues that occur after the package has been accepted by your chosen freight forwarder.

Shipping Disclaimer & Force Majeure

While WILDEWAY partners with reputable national carriers (such as FedEx and UPS) to ensure timely delivery, all stated shipping and transit times are estimates only and are not guaranteed.

WILDEWAY shall not be held legally or financially responsible for any shipping delays, delivery failures, or damages caused by circumstances beyond our reasonable control (Force Majeure), including but not limited to:

• Severe weather conditions (blizzards, hurricanes, floods, etc.) and natural disasters.
• Carrier-specific operational bottlenecks, industrial strikes, labor shortages, or severe peak-season backlogs (e.g., Black Friday, Cyber Monday, and Christmas holiday shopping periods).
• Government actions, customs inspections, regulatory changes, or mandatory safety checks enforced by transport authorities (such as compliance checks for high-capacity lithium-ion batteries).
• Inaccurate, incomplete, or unverified shipping address details provided by the customer at checkout.

Once a shipment leaves our localized fulfillment warehouse and is scanned by the carrier, the physical possession and handling of the package transfer to the logistics company. Consequently, WILDEWAY will not issue refunds, compensations, or discount credits solely based on carrier-delayed deliveries.

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For any pre-sale questions regarding shipping availability, bulk orders, or tracking issues, please contact us at support@wildewayebike.com or call our support line at +1 (213) 329-2156 (7 AM - 4 PM PST, Monday to Friday).

Warranty Policy

At WILDEWAY, we take immense pride in the craftsmanship and quality of our electric bikes. Every WILDEWAY e-bike is built to last and is covered by our Limited Manufacturer’s Warranty. This warranty gives you clear legal rights and protection for your investment.

Warranty Period & Eligibility

This warranty applies strictly to the original retail purchaser (the name matching the official store invoice) and is strictly non-transferable to any subsequent owners. It begins automatically upon the date of delivery.

To register a warranty claim, the e-bike must have been purchased directly from our official website (wildewayebike.com) or an authorized retail channel.

Warranty Coverage Breakdown

Component Category	Coverage Period	What is Covered
Structural Frame & Front Fork	2 Years	Frame and front fork defects in materials and workmanship; structural cracks not caused by abuse or accidents.
Lithium-ion Battery	1 Year or up to 300 charging cycles, whichever occurs first	Defects in the battery cells or integrated BMS. The batteries are designed to retain up to 75% of their original capacity during that time. Capacities below this threshold due to manufacturing defects are covered.
Core Electrical Components	1 Year	Hub Motor, Controller, LED/LCD Display, Throttle, Wiring Harness, and Pedal Assist Sensor (PAS).
Standard Bicycle Parts	1 Year	Brake Calipers, Handlebars, Stem, Seat Post, Flywheel/Freewheel, and Derailleur systems.
Wear & Tear Consumables	15 Days (Out-of-Box Only)	Tires, Inner Tubes, Brake Pads, Grips, Chains, Pedals, Saddle upholstery, Fenders, and Kickstand.

*Note on Consumables: Wear and tear items are expected to degrade with normal usage and are only covered if they arrive damaged or defective out of the original shipping box (must be reported within 15 days of delivery).

What is NOT Covered by This Warranty?

WILDEWAY will not honor warranty claims for damages, failures, or performance loss resulting from:

• Normal Wear and Tear: Gradual deterioration of components through regular and lawful use over time.
• Water Damage & Weathering: Submersion in water, high-pressure power washing, riding through deep puddles, or leaving the e-bike exposed to outdoor corrosion, rust, or extreme thermal environments. (Note: E-bikes are water-resistant but NOT waterproof).
• Improper Assembly & Maintenance: Damage caused by incorrect home assembly, neglect, lack of routine mechanical adjustments, or improper torque applied to fasteners.
• Unauthorized Modifications: Alterations to the electrical system, battery tampering, speed-limit unlocking/tuning, or installation of third-party electrical parts/extra batteries.
• Commercial Use: Commercial exploitation of the vehicle, including but not limited to commercial food delivery (e.g., UberEats, DoorDash), courier services, bike rental operations, or stunt riding/racing.
• Accidents & External Forces: Damage caused by crashes, drops, road debris impact, or force majeure events.

Warranty Shipping Cost Policy

• Within 30 Days of Delivery: If a component is verified as defective within the first 30 days of ownership, WILDEWAY will provide the replacement part and cover the shipping costs to your address.
• After 30 Days of Delivery: For approved warranty claims submitted after 30 days, WILDEWAY will provide the replacement part free of charge, but the customer is responsible for paying the domestic shipping and handling fees for the replacement part.

How to Submit a Warranty Claim

Do not attempt to repair or disassemble electrical parts yourself, as this may void your warranty. To submit a claim, please follow these steps:

1. Send an email to support@wildewayebike.com with [WARRANTY CLAIM] and your Order Number in the subject line.
2. Provide a clear photo or video showing the exact issue, along with a photo of the e-bike's Odometer mileage and the Frame Serial Number.
3. Describe the symptoms clearly and specify when the issue first occurred.

Our dedicated technical support team will analyze the data within 2-3 business days. If verified, we will dispatch the required replacement parts along with instructional videos to assist you with the repair. In rare, severe technical cases where a component cannot be replaced at home, our team will guide you on authorized local repair options.

DISCLAIMER of IMPLIED WARRANTIES: THIS LIMITED WARRANTY IS THE SOLE AND EXCLUSIVE WARRANTY FOR WILDEWAY E-BIKES. WILDEWAY DISCLAIMS ALL OTHER EXPRESS OR IMPLIED WARRANTIES, INCLUDING WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. WILDEWAY SHALL NOT BE LIABLE FOR ANY INCIDENTAL, INDIRECT, OR CONSEQUENTIAL DAMAGES ARISING FROM THE USE OF OUR PRODUCTS.