Shipping policy
We use various providers to ship various products. You will be contacted via email about any necessary tracking or shipping information. For Bike shipments you may be contacted via phone by a shipping provider or logistics company to schedule your delivery. If you have any questions about shipping at any time, please reach out to support@zoozbikes.com
Further details below.
Estimated processing times:
In-Stock bikes: up to 5 business days for processing. Actual shipping times cannot be guaranteed, but orders are generally received within 5-10 days once they have been shipped.
In-Stock Parts and Warranty Orders: 2-3 business days for processing. Actual shipping times cannot be guaranteed, but orders are generally received within 3-7 days once they have been shipped.
In-Stock Accessories Items: 2-3 business days for processing. Actual shipping times cannot be guaranteed, but orders are generally received within 3-7 days once they have been shipped.
Email Confirmation. A shipping confirmation email will be sent to the email address attached to your order once the order has shipped.
Shipping Costs：
Bikes: Flat rate of $149.95 per bike.
Wheels and Motors: Flat rate of $22.95 per unit
Parts and accessories not mentioned: $9.95 (0-15lbs)/$25 (15.5-30lbs)/$44.45 (30.5-50lbs)
Addresses to Which We Ship. We currently only ship to addresses in the 48 continental United States.
Shipping Carriers: Zooz ships using FedEx, UPS, USPS, and various freight forwarding providers based on the size/weight of your order and your delivery address. We will ship your order in a single box whenever possible, but occasionally we need to send multiple shipments: for example, if you ordered several large/bulky items.
Signature Required for Bike Shipments: To prevent theft, a signature is required at time of delivery for all bikes.
No Responsibility for Loss, Theft, or Damage: Please note we are not responsible for any lost, stolen, or damaged items due to the actions or inactions of the parcel service or freight providers. However, Zooz will file claims on behalf of the customers and work to the best of our ability to help the customer resolve the issue.
Address Changes: If a change of address is required and requested prior to shipment, Zooz will help to change the address before shipment departs from our facility. However, the change is not guaranteed. Costs for reshipping the order will be at the sole expense of the customer.
Refused Shipments/ Return to Sender
Bikes: If you refuse delivery of a bike that you asked us to ship to you, we reserve the right to charge a 15% restocking fee to cover our shipping and processing costs.
Parts and Accessories: If you refuse delivery of a parts or accessories order, we will treat your order as a return if it arrives back to us and issue a refund for the purchase price via your original payment method, less the cost of shipping. Please note, to receive a refund, you must notify Zooz of any shipment refusal. Failure to do so will cause a significant delay in the receipt of your refund for any refused items.
We cannot change, intercept, or cancel orders that have already shipped.
Missing Items. If you have not received something you ordered from Zooz within 30 days from the delivery date, we encourage you to contact us as soon as possible. If you do not reach out to us within 30 days of placing the order, we will assume that you have received all of your items, and it will no longer be eligible for a missing items claim. To ensure that we can assist you effectively, please provide us with your order number and any other relevant information when contacting us. Our customer service team will investigate the matter promptly and take the appropriate action. If we determine that the item was not shipped, we will send a new order to you as soon as possible with the missing item. If the item is out of stock, we will issue a full refund for the item(s) in question.
