Shipping Policy

Order Cut Off: Mon-Fri: 14:00PM (EST)
Order Minimum Handling Time: 0 Day (can be shipped on the same day the order is placed)
Order Maximum Handling Time: 1 business Day
Order Transit Time: 3-7 business days
Order Total Delivery Time: 3-8 business days
Business Days and Working Time: Mon-Fri: 09:00AM - 17:00PM (EST)

Note: We deliver to the United States, include Hawaii and Alaska. Please note we may not be able to ship to certain remote/isolated areas of these regions, if this is the case, we will contact you for alternative solutions.

Free Shipping
Enjoy free shipping on all eBikes from MoveloopeBike. We ship eBikes from USA Warehouse, ensuring free shipping, sales tax is calculated at checkout based on your shipping address where applicable by law. You can opt for local pickup in the United States. Just select the local pickup option when making the payment. After the purchase, our staff will contact you with the necessary documents for you to pick up your order locally. USA Warehouse Address for dispatch orders, local pickup, and return as follows:
JH FULFILLMENT INC
2301 Cottontail Ln, Somerset, New Jersey, 08873, US
+1 646-755-0516
Max Handling Time (business days): 2 business days
Fulfilled: Mon-Fri; Order Cut Off Time: 14:00PM (EST).
Working Time: Mon-Fri: 09:00AM - 17:00PM (EST) (12:00PM-13:00PM Break Time)

ORDER TRACKING
You can track your order and shipping & handling information on your account if you have registered one on moveloopebike.com. For more shipping information, send an email to support@moveloopebike.com. We will get back to you within 24 hours.

If you haven't received the bike, however, the logistics order shows the goods have been signed. In this situation, please contact us in 3 working days. Otherwise, after 3 working days, we will no longer deal with this issue, and customers need to contact the corresponding logistics company to solve this issue.

Just a heads-up: once you’ve finished assembling the bike, make sure to check the screws again, especially around the front wheel.

What if you receive the wrong e-bike from your order?
If you receive a wrong ebike or you see discrepancies in quantity or quality between the eBike(s) delivered and the specification thereof in the relevant order confirmation, please take clear pictures of the situation and contact our customer service support@moveloopebike.com within 3 working days after the receipt of the product(s). We will conduct an investigation and make every reasonable effort to assist you in solving the problem.

What if the eBikes get lost or damaged during shipping?
In case the ordered eBike(s) do not reach the provided address (when correctly provided), or are lost during the shipping process, please contact our support team support@moveloopebike.com within 3 business days, so we can file a claim and arrange a replacement or refund. We retain the right to conduct a full investigation and search that can take up to 15 working days. Within this period, we will always update you on the progress and results of the investigation, upon which suitable and reasonable action can be taken. Sustained substantial damage in transit, please read details of the part "5 | Damages" in our Return & Refund Policy.

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.

Thank you for your understanding. If you have any questions or need assistance, we are here to help.

If you have any questions, feel free to contact us.
Moveloop eBike Official Store
Business Headquarters: Shenzhen Yuelemai Technology Co., Ltd.
Address: Room 401, Building 74, Cuizhu Village, Pingnan Community, Longgang Street, Longgang District, Shenzhen, Guangdong, 518116, China
Contact Phone Number: +8613922839894
Email: support@moveloopebike.com
Working Time: Mon-Fri: 09:00AM - 17:00PM (EST)

Return, Exchange, Refund Policy

1 | Order Cancellation (Remorse Return)

2 | Return, Exchange, Refund Policy
We accept returns and exchange for defective, or non-defective of eBikes. We pay for the return freight and there is no restocking fee for the return or exchange if the eBike is new and slightly used, the period is 30 calendar days from the date of delivery. If you decide to return your electric bicycle within this period, please ensure the following conditions are met:



3 | How to Return
1. Return material authorization (RMA) number is needed for the buyer to return the purchase. Request authorisation first – open a ticket at Contact Us.
2. The return address is the USA Warehouse Address. USA Warehouse Address for dispatch orders, local pickup, and return as follows:
JH FULFILLMENT INC
2301 Cottontail Ln, Somerset, New Jersey, 08873, US
+1 646-755-0516
Max Handling Time (business days): 2 business days
Fulfilled: Mon-Fri; Order Cut Off Time: 14:00PM (EST).
Working Time: Mon-Fri: 09:00AM - 17:00PM (EST) (12:00PM-13:00PM Break Time)
3. Once approved we’ll email you a prepaid return label and packing instructions, you can download and print the return label, Return label no cost, $0.00 USD Restocking fee, and then use return method with return by mail.
4. Un-authorised parcels will be refused. If you arrange your own shipping you assume all cost and risk of loss.

4 | Refund Processing Time
After the returned item passes inspection, the refund processing time is 10 calendar days. If 15 calendar days you not receive refund, please contact us, we'll follow up for you.
Your bank or card issuer controls when the credit appears in your account.

5 | Damages
Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or incorrect, so we can evaluate the issue and resolve it accordingly. Sustained substantial damage in transit. Please take photos and videos when signing for the package, and be sure to note the damage on the receipt, provided that the damage proof issued by the carrier can be provided to us. If the package is damaged after signing for it, please contact the local shipper branch within 5 days of signing for it. Obtain a damage assessment report from the agency.
If the product is lost/damaged, you need to provide the following information for us to investigate the complaint:
- Claim Number
- Name, quantity, and declared value of the damaged product.
- Product image
- Packaging image with labels
- Recipient name and contact information

Note: The investigation of lost/damaged goods must be conducted within 14 natural days from the date of receipt. If it is overdue, it will not be investigated.
Warm reminder: Please keep all packaging materials to assist in the investigation. If the outer packaging of the package and its internal filling are no longer retained, it is impossible to apply for a damage investigation.

6 | Additional Notes
- One more reminder: Keep the original packaging until you decide to keep the bike.
- Moveloop reserves the right to inspect and verify all quality claims.
- Intentional or accidental damage, abuse, and normal wear-and-tear are excluded from all refunds, exchanges and warranties.

If you have any questions, feel free to contact us.
Moveloop eBike Official Store
Business Headquarters: Shenzhen Yuelemai Technology Co., Ltd.
Address: Room 401, Building 74, Cuizhu Village, Pingnan Community, Longgang Street, Longgang District, Shenzhen, Guangdong, 518116, China
Contact Phone Number: +8613922839894
Email: support@moveloopebike.com
Working Time: Mon-Fri: 09:00AM - 17:00PM (EST)