Shipping Policy
1. To which locations can we deliver the e-bike?
We currently offer shipping services exclusively to the 48 contiguous United States, unless otherwise stated at checkout. 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.
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?
TLG partners with carriers such as DHL, FedEx, UPS, and other shipping providers. Before shipment, TLG 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.
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 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.
8. What if my shipping information is incomplete or incorrect?
Incomplete or incorrect shipping information may affect the delivery of your order. We recommend carefully checking your shipping address before placing your order. If any issues arise during delivery, please contact our customer support team, who will do their best to assist you. However, TLG cannot be held responsible for any losses resulting from incorrect or incomplete shipping information.
9. What if my shipping address is outside the delivery area?
If your shipping address is outside our supported delivery areas, your order may not be eligible for delivery. We recommend verifying your address before placing an order. If you have any questions, please contact our customer support team.