VELOWAVE Pony Step-Thru Electric Bike

We offer Fast & Free Shipping on all products over $99 in the contiguous United States and other countries (see the "SHIPPING" tab on each product page for details). We ship daily from domestic warehouses via FedEx, UPS, DHL, DPD, TNT and freight. We do not ship to Alaska, or Hawaii, or any of the U.S. territories

Order processing and handling time usually varies from 1-3 business days. Once your order has been shipped, transit time varies between 1-5 days. Estimates of shipping times for each product can be viewed in the “SHIPPING” tab on the product page.

NOTE: Shipping times are an estimate and cannot be guaranteed. You may need to assume a few extra days depending on the current shipping environment and the nature and size of the products sold through our site. It is a high priority for us to get your package to you ASAP.

Feel free to contact us by phone at 617-863-7433 or email us at info@e-rideandroll.com with any questions.

Shipping Process
Order Confirmation
As soon as you place your order, you will receive an order confirmation e-mail. This means that we have received your order in our system and pre-authorized your credit card for the purchase.
As soon as we receive your order, we automatically reach out to our suppliers to confirm the item is in stock and available for immediate shipment.
If your item is on backorder or unavailable, we will notify you via e-mail.
If your item(s) are available for immediate shipment (within 5 business days), we will process the charges and submit the order for shipment.
Order Shipment
If your order is in stock and we process the charges to your credit card, it will usually ship within 1-3 business days from the date of your order.
We will send you tracking information as soon as your order leaves the warehouse to the e-mail address you provided when checking out.
If you do not receive tracking information from us within 5 business days of your order, feel free to follow up with us at info@e-rideandroll.com.
Damages
Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it when signing for delivery and take photos. If your item(s) do arrive damaged, please send photos to info@e-rideandroll.com and we will process a claim on your behalf.

Customer service is a top priority for us at E-Ride and Roll.  We will do our best to fulfill your expectations and concerns.  We believe in treating our customers the way we want to be treated.  

E-Ride and Roll is an authorized dealer and distributor for all the brands and products sold on this website. All of our products are covered by the manufacturer’s return/refund policies and warranty policies. Our policies must coincide with our suppliers and we must abide by the manufacturer's return and refund policies.

For a majority of our products, our return policy for VELOWAVE Products is up to 14 days. Please read the return policy that applies to the product you select. It is located under the “RETURN POLICY” tab on the product page.

VELOWAVE RETURN POLICY

Customers may return the product due to serious shipping damage (affecting the use of functions) or missing parts. For us to better understand the problem and solve it effectively, photos and / or videos are REQUIRED as evidence.

*Definition of critically-damaged items: the main structure of the product is obviously deformed and affects its normal functions in any form. 

Note: the following situations will be seen as normal and will not apply to the free replacement or refund policy:

• Minor damage to the outer packaging.
• Minor scratches or paint loss on the product.
• Damage to parts or wearing parts after excessive use.
• Damage to parts or wearing parts after using for a certain while or a certain number of times.

Possible Solutions:

- If an item is missing: we will resend the missing item/accessory for free.

- If we have shipped the wrong item: we will either refund you in full or dispatch an alternative item (if applicable and available). Velowave will decide whether you need to return the wrong product or not and compensate you the return shipping fee when we receive it.

- If the product is damaged in transit: please contact us first at cs@velowavebikes.com.

14 DAYS RETURNS

For e-bike products: We allow you to return any item in new and unused condition within 14 days of receipt for a refund with no restocking fee, minus $200 shipping fee ($200/item deducted from refund). The customer is responsible for arranging and paying any charges for return shipping, which may vary depending on the shipping company selected. For customers who want to return the product for their own reasons, Velowave will not bear the shipping cost of returning the package.

Returns of used items. Any items returned in a used condition may be returned within 14 days. However, there is a return shipping fee of $200 per item and a restocking fee of fifty percent (30%) of the purchase price (both deducted from refund), in addition, the customer is responsible for arranging and paying any charges for return shipping, which may vary depending on the shipping company selected. For customers who want to return the product for their own reasons, Velowave will not bear the shipping cost of returning the package.

To be eligible for a return, the customer must meet the terms instructed below:

• Must be in like-new condition and free from dirt, dust, or fragrances
• Must be in the original same packaging (all cardboard and foam) and condition that you received it
• Must include all items that were included inside the box (charger, keys, hardware, etc.)
• The ebike must be under ten (10) miles on the odometer

For accessories products: any returned accessory or replacement part must be unused, free of wear and tear, dirt, dust, fragrance, or other signs of use. It must be sealed and unopened in the same packaging and condition you received it. We will charge $20 for return shipping ($20/item will be deducted from the refund). The customer is responsible for arranging and paying for return shipping, which may vary depending on the carrier selected.

Please notice: if a customer decided to arrange the return shipment by himself and the request has been confirmed by Velowave’s customer service team, it is the customer’s responsibility to ensure the safety of the shipping and the success of the return. The customer must choose the signature confirmation service for the shipment, and we highly recommend adding additional shipping insurance for the return package. Velowave will not be responsible for any damage, loss, or other accident to the shipment arranged by the customer.

Non-returnable/non-refundable Items:

- For an ebike that has been delivered for more than 14 days or used for more than 10 miles, we do not accept returns anymore and follow our warranty policy.

- Used Products, batteries, special orders, sale items, and gifted orders shall not be returnable except in extreme cases of breakage/malfunction covered by our warranty, and then only after receipt of our approval for the return.

REFUND
Please understand that any item returned with an order that used a discount code will have the entire discount code value subtracted from the refund value, whether you return one ebike or multiple ebike. Once our warehouse has received the returned product(s) and checked to confirm it meets our return condition, we will deduct any applicable fee and send the remaining refund according to the customer's original payment method. We will refund within 3 business days.

Customers are encouraged to check with their credit card company and/or bank if the refund has not been posted on the account after three days it has been issued. Delays may occur due to the different fund transfer procedures in different financial institutions. Please contact us at returns@e-rideandroll.com. if the customer has not received the refund after ten business days.

E-Ride and Roll Return Terms

• To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging.
• Returns may be requested by sending an email to info@e-rideandroll.com with your order number (unless you choose to directly contact the manufacturer yourself).
• If your return is accepted, we’ll send you instructions on how and where to send your package.
• Items sent back to us without first requesting a return will not be accepted.
• We do not charge restocking fees, but if our supplier does, this fee will be passed on to you. Supplier restocking fees vary from zero to 30% and can be viewed on the product pages.
• If the return is for personal reasons, a 5% fee will be charged to cover our administration costs and merchant processing fees.
• If your order has shipped, you will be responsible for actual return shipping charges.
• Original shipping charges included in the purchase price of the product are non-refundable.
• We will refund the product price minus the applicable fees and charges.
• Refunds will be credited to the same payment method used when the original purchase was made.
• Please allow 5-10 business days for the refund to be processed once the item is delivered back to us.

Additional Information

• It is the customer's responsibility to return the merchandise in a new resalable condition. Refunds are only issued after returned items have been received and inspected.
• If a returned item gets damaged during transportation, it is the customer's responsibility to file the claim with the carrier. No refund can be issued in this case.
• Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
• If you are approved, then your refund will be processed, and a credit will be automatically applied to the original method of payment.

Cancellations

• All cancelled orders are subject to a 5% cancellation fee.
• This fee covers administration costs and costs from our credit card processing company. Whenever we refund an order, we are not refunded our merchant card processing fees.
• If your order has not been shipped yet, this is the only fee you will incur.
• If your order has been shipped, the standard return procedure applies and more fees will apply like original shipping costs, return shipping costs, and restocking fees, if any. We do not charge restocking fees, we only pass them on from our supplier.

Damages

Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it when signing for delivery. If your item(s) do arrive damaged, please send photos to support@e-rideandroll.com and we will process an insurance claim on your behalf.

Defective Merchandise

All of our products are covered by their manufacturer’s warranty policies. The warranty information for each product can be found under the "WARRANTY" tab on the product page. Please let us know if you discover any manufacturer's defects and we will help you get the appropriate parts or replace the product.

Exchanges

We do not offer exchanges. If you’d like a different item (different size / color / model, etc.) you will need to cancel or return the initial order and place a new order.

Contact Us

Have a question? Please contact us:

E-mail: info@e-rideandroll.com
Call: 617-863-7433

Two-Year Warranty:

We provide a 2-year warranty on Velowave electric bikes frame.

One-Year Warranty：

A 1-year warranty on all electronic parts (including battery, motor, controller, display, lights)

Apart from manufacturing defects that could be present, parts that wear due to normal use (such as tires, brake pads, chains, etc) are not included in the warranty but may be replaced on a case-by-case basis within the first 60 days. We shall not be liable if you install, operate, clean, or maintain your Ebike without following the owners' manual instructions. Misuse, abuse, alteration, and natural disasters are not included in this warranty. 

Note: No official warranty is provided for used cars.