Return Policy
Return Policy, Restocking Fees
Shell Ride values the quality of our products and wants you to shop with confidence. Please read the following to understand our returns and restocking fee policy applicable to all components, accessories, and electric rideables (including e-bikes and e-scooters) sold by Shell Ride.
Returns of New and Unused Items Within 14 Days of Receipt
You can return any item in new and unused condition within 14 days of receipt for a full refund with no restocking fee, excluding shipping charges. Return shipping charges are the responsibility of the recipient unless there was a shipping error on our part. Refunds will be issued using the original payment method.
Returns of Used Items
Used items may be returned within 14 days of purchase subject to return shipping charges and a restocking fee of fifty percent (50%) of the purchase price. Items must be free of damage, and electric bikes must have fewer than twenty (20) miles on the odometer.
Returns of New and Unused Items Outside the 14-Day Window
If you wish to return an item outside of the 14-day window and the item is in new and unused condition, it may be returned subject to return shipping charges and a restocking fee of twenty percent (20%) of the purchase price. No returns or refunds will be accepted after 30 days from date of purchase.
Return Shipping Costs
You are responsible for paying the shipping costs for returning your item. Shipping costs are non-refundable. We recommend using a trackable shipping service and purchasing shipping insurance. We cannot guarantee receipt of your returned item without tracking.
Returns Mechanics, COD, and Timing
Contact our customer support team using the “Contact Us” information below. We will notify you via email once your return is processed. Most refunds appear on your payment card or account within 72 hours of processing once received at our facility or on your next paper statement. Delays in this timeline may occur based on delivery schedules
No Returns from Bike Shops
Each of our partner bike shops sets its own return and exchange policies. We do not accept returns of items purchased from bike shops. Please contact the place of purchase for their return policy.
Refused Shipments
– **e-bikes:** If you refuse delivery of an e-bike order, we will charge a flat fee of $250 to cover shipping costs. Refused orders will be treated as returns if they arrive back to us, and refunds will be issued less $250. Notify Shell Ride of any shipment refusal to avoid significant delays in receiving your refund.
– **e-scooters:** If you refuse delivery of an e-scooter order, we will charge a flat fee of $100 to cover shipping costs. Refused orders will be treated as returns if they arrive back to us, and refunds will be issued less $100. Notify Shell Ride of any shipment refusal to avoid significant delays in receiving your refund.
Battery Returns
Due to shipping carrier restrictions, battery purchases are non-returnable. High-capacity lithium-ion battery shipping restrictions prohibit returns via shipping carriers.
Return Process
- Fill out the [Return Request Form].
- Pack the product in its original packaging or a sturdy box to ensure it is returned undamaged. Include Styrofoam inserts if available.
- Clearly write the RMA# on the box in large letters.
- Ship the product to:
Shell Ride Returns
6880 Commerce Blvd.
Canton, MI 48025
Items Returned While in Transit
If you wish to cancel your order after it has been processed, please contact us. If the product is delivered after the cancellation request, it is the buyer’s responsibility to ship it back to our warehouse.
Items Damaged in Transit
If your item arrived damaged, please submit a claim through Route. If you did not purchase Route shipping insurance, file a damaged package claim with UPS [here](https://www.ups.com/us/en/support/file-a-claim.page). Damaged or missing package claims must be filed within 7 days of delivery.
Shipping Restrictions
Shell Ride does not accept product or product part orders being shipped to Canada, Puerto Rico, Hawaii, or Alaska.
P.O. Boxes:
Shell Ride cannot ship to U.S. Postal Service post office boxes. Please provide a street address.
APO/FPO Addresses
Shell Ride cannot ship to APO/FPO addresses.
Commercial Mailboxes
Shell Ride cannot ship to commercial mailboxes such as Mail Boxes Etc®. Please provide a street address.
Undeliverable Packages
Undeliverable packages returned by the carrier will receive a full refund excluding shipping charges. Please allow 30 days for the refund to appear on your credit card account. These packages will not be reshipped. A new order must be placed.
Common reasons for undeliverable packages include:
– Incorrect Address: Ensure your address is correct and complete before submitting your order.
– Refused by Recipient: If sending a gift, notify the recipient to expect a surprise to avoid refusal.
For further assistance, please contact our customer support team.