Shipping policy

KEWELO Shipping Policy

At KEWELO, we want shipping to be clear and predictable from the moment you place your order until it arrives at your door.

This Shipping Policy applies to purchases made through KEWELO.com, operated by NEO BIKE LLC, and explains our shipping coverage, processing times, estimated delivery times, tracking, freight deliveries, shipping damage, and other important delivery information.

Shipping Coverage

KEWELO currently ships to eligible residential and commercial addresses within the contiguous United States (Lower 48 States).

Shipping to Alaska, Hawaii, Puerto Rico, Guam, the U.S. Virgin Islands, APO/FPO addresses, and certain remote or restricted locations may be unavailable depending on the product, warehouse location, and carrier limitations.

If we are unable to ship an order to the address provided, we will contact you and provide the available options, including cancellation and a full refund where applicable.

Free U.S. Shipping

KEWELO offers FREE standard shipping on eligible orders within the contiguous United States, unless a different shipping charge is clearly displayed on the product page or at checkout.

Additional shipping charges may apply to certain remote locations, oversized products, freight shipments, or products requiring special handling.

Any shipping charge applicable to your order will be disclosed before you complete your purchase.

Where Orders Ship From

KEWELO works with authorized suppliers, distributors, and fulfillment partners with inventory located in the United States.

Orders are fulfilled from an available U.S. warehouse based on factors including:

  • Product availability
  • Customer destination
  • Warehouse inventory
  • Carrier availability
  • Delivery efficiency

Because products may be stocked at different fulfillment locations, items from the same order may occasionally arrive in separate shipments.

Order Processing

Most in-stock orders are typically processed within 1–2 business days after successful payment authorization and any required order verification.

Business days are Monday through Friday, excluding U.S. federal holidays.

Orders placed on weekends or holidays normally begin processing on the next business day.

Processing may occasionally take longer during major promotions, holidays, unusually high order volumes, inventory synchronization, or when additional payment or order verification is required.

Estimated Delivery Time

After processing, standard shipping generally takes approximately:

3–9 business days in transit

For most in-stock orders, this means an estimated total delivery timeframe of approximately:

4–11 business days from order confirmation

These are estimates rather than guaranteed delivery dates.

Actual delivery times may vary depending on the product, destination, fulfillment warehouse, carrier operations, weather, holidays, freight scheduling, and circumstances outside KEWELO's reasonable control.

Order Confirmation & Tracking

After placing an order, you will receive an order confirmation at the email address provided during checkout.

Once your order has shipped, we will send shipping confirmation and available tracking information.

Tracking information may take up to 48 hours after carrier pickup to begin displaying movement.

If your tracking information has not updated for several business days, please contact KEWELO Customer Support so we can investigate.

Multiple Shipments

Products in the same order may occasionally ship separately.

This may happen when:

  • Products are stocked at different warehouses
  • Accessories ship separately from an electric bike or scooter
  • Products require different carriers
  • One item becomes ready for shipment before another

Where available, separate tracking information will be provided for each shipment.

Shipping Carriers

Depending on the product, warehouse, and destination, orders may be delivered by national, regional, or specialized freight carriers.

Carrier selection is determined based on the shipment size, destination, product requirements, warehouse location, and available delivery service.

Oversized & Freight Deliveries

Certain electric bikes, electric trikes, cargo bikes, scooters, or other oversized products may require freight delivery.

Freight shipments may involve:

  • Curbside delivery
  • Delivery appointment scheduling
  • Telephone coordination by the carrier
  • Signature upon delivery
  • Additional handling time

Customers are responsible for providing a valid telephone number and being reasonably available when an appointment is required.

Unless specifically stated otherwise, freight delivery does not include product assembly or inside-home delivery.

Signature Requirements

KEWELO or the shipping carrier may require a signature for certain high-value or oversized orders.

If a signature is required and nobody is available to receive the shipment, the carrier may attempt redelivery, hold the shipment at an available facility, or return it according to the carrier's procedures.

Delivery Inspection

Please inspect your shipment promptly after delivery.

Before disposing of the packaging, verify that you received the correct product and inspect the package and product for visible transportation damage.

For electric bikes, scooters, and similar products, we strongly recommend retaining the original packaging during the applicable return period.

Shipping Damage

If your order arrives with visible shipping damage, please contact KEWELO as soon as reasonably possible.

Please:

  1. Keep the original packaging.
  2. Photograph the exterior packaging.
  3. Photograph the shipping label.
  4. Photograph the affected area of the product.
  5. Avoid unnecessary assembly or use if significant damage is visible.
  6. Contact KEWELO Customer Support.

Depending on the circumstances, we may coordinate with the carrier, warehouse, or supplier to determine an appropriate resolution.

Available resolutions may include replacement components, repair assistance, replacement of the affected product, or another appropriate remedy.

Shipping damage claims are evaluated separately from standard change-of-mind returns.

Missing Parts or Accessories

Some accessories or components may ship separately from the main product.

If something appears to be missing, please check your shipping confirmation for additional tracking information and contact us if necessary.

If an item is confirmed to be missing from the shipment, we will work to provide an appropriate resolution.

Incorrect Product Received

If you receive a product that does not match your order, please do not assemble or use it.

Contact KEWELO Customer Support and provide your order number together with photographs of the product, product label, packaging, and shipping label.

We will review the shipment and provide further instructions.

Address Accuracy

Customers are responsible for providing a complete and accurate shipping address during checkout.

Please verify your:

  • Recipient name
  • Street address
  • Apartment, suite, or unit number where applicable
  • City
  • State
  • ZIP Code
  • Telephone number
  • Email address

Incorrect or incomplete shipping information may result in delays, failed delivery, rerouting charges, or return-to-sender costs.

Address Changes

If you need to change your shipping address after placing an order, contact us as soon as possible.

We will attempt to accommodate the request if fulfillment has not yet progressed too far.

Once an order has entered warehouse processing or has been transferred to the carrier, an address change may no longer be possible.

If the carrier permits rerouting after shipment, carrier-imposed rerouting charges may apply.

Order Cancellations

Contact KEWELO immediately if you need to cancel an order.

Orders that have not entered fulfillment can generally be canceled without additional cost.

Once warehouse processing, packing, carrier booking, or shipment has begun, cancellation may no longer be possible.

Orders that have already shipped cannot normally be canceled while in transit.

For complete cancellation terms, please refer to our Cancellation Policy.

Refused Deliveries

Please do not refuse a shipment without first contacting KEWELO Customer Support.

An unauthorized refusal may result in the shipment being returned to the warehouse and may generate carrier, return transportation, or handling costs.

Where permitted and applicable, actual non-recoverable costs associated with an unauthorized refused delivery may be deducted from an otherwise eligible refund in accordance with our Returns & Refund Policy.

Backorders & Inventory Availability

KEWELO uses inventory information from multiple fulfillment sources.

Although we work to maintain accurate stock information, inventory may occasionally become unavailable after an order is placed because of synchronization delays or unexpected demand.

If we cannot fulfill an order within the expected timeframe, we may contact you with available options, which can include:

  • Waiting for inventory to become available
  • Selecting an available alternative
  • Canceling the affected item for a full refund

We will not substitute a different product without your approval.

Pre-Orders

Products identified as Pre-Order may have different processing or shipping estimates.

Where applicable, the estimated availability or shipping timeframe will be displayed on the product page.

Pre-order dates are estimates and may change because of manufacturing, transportation, customs, warehouse, or supply-chain circumstances.

Failed Delivery Attempts

If delivery cannot be completed because a signature recipient is unavailable, the location is inaccessible, the address is incorrect, or another delivery requirement cannot be satisfied, the carrier may:

  • Attempt redelivery
  • Hold the shipment for collection
  • Contact the recipient
  • Return the shipment to sender

Additional shipping charges may apply if reshipment becomes necessary for reasons attributable to incorrect customer information or unsuccessful receipt of the shipment.

Delivered but Not Received

If tracking shows your order as delivered but you cannot locate it, please first:

  • Confirm the shipping address on your order
  • Check around the delivery location
  • Check with household members
  • Check with neighbors where appropriate
  • Review any carrier delivery notices
  • Contact the carrier

If the shipment still cannot be located, contact KEWELO promptly.

We will assist with reviewing available delivery information and, where appropriate, opening an investigation with the carrier.

Lost Shipments

If a shipment appears to have been lost while in transit, KEWELO will work with the applicable carrier or fulfillment partner to investigate.

The appropriate resolution will be determined based on the circumstances and available carrier information.

Customers may be asked to cooperate with reasonable carrier investigation requirements.

Package Theft

If tracking confirms delivery to the shipping address provided during checkout but the package cannot subsequently be located, please contact us promptly.

KEWELO will assist with available carrier information and reasonable investigation procedures.

Depending on the circumstances, customers may also need to contact the carrier or local authorities regarding suspected theft.

A carrier's delivery scan does not automatically prevent us from reviewing a legitimate delivery concern.

Shipping Delays

Although we work to meet our estimated delivery times, delays can occur because of circumstances outside our reasonable control, including:

  • Severe weather
  • Carrier disruptions
  • High shipping volumes
  • Public holidays
  • Natural disasters
  • Transportation interruptions
  • Warehouse disruptions
  • Government actions
  • Labor disruptions
  • Supply-chain interruptions

Estimated delivery times are provided in good faith but are not guaranteed delivery dates.

Order Verification & Fraud Prevention

To protect customers and prevent unauthorized transactions, some orders may require additional verification before shipment.

We may request reasonable confirmation relating to the order, payment, billing information, shipping information, or customer identity.

Orders undergoing verification may experience additional processing time.

If an order cannot be reasonably verified, KEWELO may cancel it and return the payment to the original payment method.

Customer Responsibilities

Customers are responsible for:

  • Providing accurate shipping information
  • Monitoring tracking information
  • Being reasonably available for required deliveries
  • Inspecting shipments promptly
  • Reporting shipping problems without unnecessary delay
  • Retaining packaging when transportation damage is discovered
  • Following reasonable carrier delivery instructions

Questions About Your Shipment?

If you need help with an order, tracking number, delivery issue, or shipping question, contact KEWELO Customer Support.

KEWELO
Operated by NEO BIKE LLC

Website: KEWELO.com
Email: support@kewelo.com
Phone: +1 (917) 672-8586

Customer Support: Monday–Friday