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CUSTOMER SERVICE

Shipping & Delivery


Shipping & Delivery

Electric Bike Technologies uses United Parcel Service (UPS) and the United States Postal Service (USPS) for all of it's shipments. All larger items (kits, SLA batteries, racks) ship UPS Ground from Pennsylvania unless otherwise requested. All small parts ship via USPS Priority Mail unless otherwise requested. All Li-ion battery packs are shipped from Electric Bike Tech. in Pennsylvania via UPS Dangerous Goods and signature is required. USPS Priority Mail International is used for all international shipments.

Warranty Information


Warranty

Limited Warranty

E-BikeKit products are warranted to the original retail purchaser when purchased directly from an authorized E-BikeKit distributor, dealer or from the E-BikeKit online store (http://www.ebikekit.com), to be complete and free from defects in materials and workmanship. All E-BikeKit product warranties are effective from the date of purchase by the end user provided the product is purchased in NEW condition. Products purchased from 3rd party sellers not affiliated with Electric Bike Technologies LLC are not covered under warranty from Electric Bike Technologies LLC.

PARTS

500w Direct-Drive Hub Motors - 1 Year (up to 600lbs load)
500w Geared Hub Motors - 1 Year (up to 300lbs load)
Controller, LCD Dashboard, Cables, Parts & Battery Chargers - 1 Year
SLA (Sealed Lead Acid) Battery Packs - 6 months or 150-250 cycles
E-BikeKit Lithium Batteries — 1 year

BATTERIES

PLEASE BE AWARE: Batteries MUST be stored in a cool dry environment, should be stored fully charged and should be maintained with maintenance charges (every 30-45 days) during longer periods of storage. Damaged caused by improper care, water, dropping or any collision is NOT covered

E-BikeKit SLA Battery Packs - 6 Months - Sealed Lead Acid Battery Packs are warranted for a period of 6 Months from the date of purchase depending on the battery purchased. A pack will be deemed defective if it fails to deliver 80% of nominal capacity within 6 Months of purchase when discharged at 1.5C with a static resistive load following full charge with an approved charger. Please note that SLA battery packs are rated for 150-250 charge cycles. This means that their normal lifespan can be from 5-9 months or regular use. Irregular charging, deep discharges, and storage without maintenance charging can limit the life of an SLA battery. Even within the 6-month warranty period, SLA batteries that have been used heavily are not eligible for warranty.

E-BikeKit Lithium Battery Packs – 1 Year – lithium Battery Packs are warranted for a period of 1 year from the date of purchase from the Electric Bike Technologies. A pack will be deemed defective if it fails to deliver 80% of nominal capacity within 1 year of purchase when discharged at 1.5C with a static resistive load following full charge with an approved charger.

WHAT IS NOT COVERED UNDER WARRANTY?

"Spin Out" - Spinning out the axles inside of your dropouts - We are unable to be there when the kit is installed so it is up to you to understand the high torque involved at the dropouts and install them correctly. If your dropouts are not correctly suited to fit the axle then you should not install the kit on those forks. Get new forks, cold press the forks to the axle fit "flush" or contact the original seller to return the kit.

"Over Voltage" - Connecting a larger battery larger than 60 nominal volts can damage the controller, wires and/or connectors. Damaging any kit component or motor by connecting the wrong battery type is not covered under our warranty. The E-BikeKit controller will work with any 36 volt or 48 volt (60v nominal) battery pack. Using the controller with any battery larger than 60 nominal volts will void the warranty for your controller. The internally geared 350w motors are rated for 36v use only and are NOT warranted for use above 48 volts. Also, there is a 200lb total load limit for the 350w internally geared motors.

Improperly Caring for the Battery - Batteries MUST be stored in a cool dry environment, should be stored fully charged and should be maintained with maintenance charges (every 30-45 days) during longer periods of storage. Damaged caused by improper care, water, dropping or any collision is NOT covered

Warranties are limited to replacement of parts and/or products determined by E-BikeKit, at its sole discretion, to be defective. In cases where multiple components are missing, you may be redirected to the retailer for assistance.

E-BikeKit Limited Warranty does not cover or apply to the following: Normal wear and tear; any damage, failure and/or loss caused by accident, shipping, misuse, neglect, abuse and/or failure to follow instructions or warnings as stated on the product or in the applicable owner’s manual or other printed materials provided with the product; damage, failure and/or loss caused by the use of the product for stunt riding, ramp jumping, competition, off-road use, acrobatics, trick riding or other similar activities, or use in any other manner for which such products were not specifically designed.

This warranty does not apply to any products or components, mechanical and/or electrical, which have in any way been altered from their original configuration by any person. E-BikeKit will not be liable and/or responsible for any damage, failure or loss caused by any unauthorized service or use of unauthorized parts.

Rentals, Commercial Use & Non- Authorized or 3rd Party Sellers:

The E-BikeKit Limited Warranty does not cover or apply to any E-BikeKit product used for rental or commercial purposes unless the specific product is designated, labeled or marketed by E-BikeKit as acceptable for rental or commercial use. All products used for rentals are warranted across the board for a period of 90 days.

The E-BikeKit Limited Warranty does not cover or apply to any E-BikeKit product sold by a non-authorized reseller or retailer. The E-BikeKit Limited Warranty does not cover or apply to any replacement, maintenance or accessory parts not sold directly by E-BikeKit to the original retail purchaser.

WARRANTY CLAIMS

Those parts and/or products which are determined by E-BikeKit to be defective and to qualify for warranty replacement will be provided at no charge, only after a valid warranty claim is processed by E-BikeKit Customer Service Department. Warranty claims must be made by the original purchaser by contacting the E-BikeKit Customer Service Call Center (1.866.882.3245) within the warranty period (stated above). Shipping & Handling fees will apply to all orders placed for warranty parts and/or products and will be invoiced to the customer/warranty claimant at the time said parts and/or products are shipped from E-BikeKit.

Electric Bike Technologies LLC, at its sole discretion, has the option of replacing with a new part, or factory re-certified part. The Limited Warranty stated herein is in lieu of and expressly excludes all other warranties not expressly set forth herein, whether expressed or implied by law or otherwise, including, but not limited to, any warranties for merchantability and/or fitness for any particular purpose. Electric Bike Technologies LLC shall in no event be liable or responsible for incidental or consequential losses, damages or expenses in connection with their products. The liability of Electric Bike Technologies LLC hereunder is expressly limited to the replacement of goods complying with this warranty or at the sole discretion of Electric Bike Technologies LLC to the repayment of an amount equivalent to the purchase price of the product in question.


Returns & Replacements


Returns & Replacements

Buyers may return any undamaged and unused kit and/or batteries plus all contents of the kit and/or batteries within 30 days of delivery for a full refund minus a 15% restocking fee per kit and/or battery. Shipping charges are non-refundable. Return shipping and insurance is the responsibility of the buyer.

All returns for repair or replacement should be preceded by contacting E-BikeKit for approval.
Upon approval a ticket will be opened to track and communicate the progress of the claim.

Please Note: All shipping charges related to returns or repairs covered under warranty are the buyer's responsibility.

Refunds are processed within 2 days of receipt of the returned merchandise. Please allow 3-6 business days from the time a refund is issued for the credit to appear on your credit card.


Ordering


Ordering

Processing Times

Orders for stock accessories and parts: 1 Day

Orders for kits and wheels: 1-4 Business Days (call 1-866-882-3245 for more specific processing expectations).

Tracking Information: The day your order ships you will receive tracking information via email directly from UPSor USPS.

Shipping Methods and Transit Times

United States - UPS(kits, batteries and bulk items) or USPS Priority Mail (small parts). See chart below for UPStransit times. USPS Priority mail is 2-3 day delivery.

Canada - UPS (kits, batteries and bulk items) or USPS Priority International (small parts). UPS is 3 day delivery and USPS Priority Mail is 6-10 days.

International (outside of the US & Canada) - USPS Priority International with 6-10 delivery.

Shipping Rates - All shipping rates are incorporated in to our smart shopping cart system. To calculate shipping for your order simply add items to your cart and you will see a link to "Get Shipping Quote For This Order". All duties are the sole responsibility of the buyer.

*All products ship from Croydon, PA 19021

Privacy & Security


Privacy & Security

E-BikeKit.com respects the privacy of all its customers and is committed to protecting such privacy in accordance with this Privacy Policy.

1. Collection of your personal information

E-BikeKit.com will not collect or use any information about visitors to our website and your visit will remain anonymous. The only exception is when we will need information of personal identification in order to fulfill a contractual obligation as set forth in section 2 below.

2. Contractual Obligation

If you make a purchase you will be asked to provide your name, billing address, email and billing information. E-BikeKit.com will use such information ONLY for processing your order and to send important product specific information such as receipts or invoices. The information you provide will not be used for any other commercial purposes and will not be sold, rented or otherwise forwarded to any third party.

3. Links

This website may contain links to other websites. E-BikeKit.com does not monitor or control the content of such sites or whether such websites collect or process your personal data. Accordingly, E-BikeKit.com assumes no responsibility or liability whatsoever for any kind of material at such sites and recommends that you review the separate privacy polices of such sites for your own protection.

4. Changes to this policy

E-BikeKit.com reserves the right to update this Privacy Policy. Any changes will be posted to this site. We encourage you to continuously review our Privacy Policy.

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