SHIPPING POLICY – BONNELL BIKE
Thank you for shopping with Bonnell Bike. We aim to get your new e-bike, e-moto, or parts to you as quickly and safely as possible. This policy explains our processing times, shipping methods, costs, and international procedures.
1. Order Processing Times
All orders are processed within 1–3 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped.
High-Demand Items: During new model releases or restocks (e.g., Surron Light Bee X, Altis Sigma), processing may take up to 5–7 business days due to high order volume.
Parts & Accessories: Small items usually ship within 24–48 hours.
Pre-Orders: Items marked as “Pre-Order” will ship according to the timeline stated on the product page.
2. Warehouse Locations & Shipping Origins
We operate multiple fulfillment centers to serve you faster and reduce customs delays. Your order will be dispatched from the warehouse closest to your delivery address, based on stock availability:
| Warehouse Region | Ships To (Primary) | Typical Courier Partners |
|---|---|---|
| USA Warehouse | United States, Canada, Latin America | FedEx, UPS, USPS, Freight (for bikes) |
| Canada Warehouse | Canada, USA (Northern States) | Canada Post, Purolator, UPS |
| Europe Warehouse | European Union, United Kingdom, Middle East | DHL, DPD, GLS, DB Schenker |
| China Warehouse | Asia, Australia, Middle East, Rest of World | DHL, FedEx, UPS, Sea Freight (for bulk) |
Note: If your nearest warehouse is out of stock, we may ship from an alternate location. This may affect delivery times and customs duties (see Section 5).
3. Shipping Rates & Delivery Estimates
Shipping charges for your order will be calculated and displayed at checkout. We offer the following options:
A. E-Bikes & E-Motos (Large Items)
These are shipped via specialized freight or ground couriers. Delivery typically requires a signature and may involve a pallet or crate.
| Destination | Estimated Delivery Time | Shipping Cost |
|---|---|---|
| Domestic (USA/Canada/EU) | 3–7 business days | Calculated at checkout (often free over $2,000) |
| International (from nearest hub) | 7–15 business days | Calculated at checkout |
| Remote/Island Locations | 15–25 business days | Additional fees may apply |
B. Parts & Accessories (Small Items)
Shipped via standard parcel services.
| Destination | Estimated Delivery Time | Shipping Cost |
|---|---|---|
| Domestic | 2–5 business days | Calculated at checkout (free over $250) |
| International | 5–10 business days | Calculated at checkout |
Delivery times are estimates and do not include customs clearance delays (see below).
4. Order Tracking
Once your order ships, you will receive a tracking number via email. Please allow 24–48 hours for the tracking information to become active.
For large freight shipments, the carrier may call you to schedule a delivery appointment. Please ensure your phone number is correct at checkout.
If you do not receive tracking within 5 business days of your order confirmation, contact us at order@bonnellbike.com.
5. International Shipping, Customs & Duties
We ship worldwide. However, international orders may be subject to import taxes, customs duties, and fees levied by the destination country.
Who Pays? These charges are the responsibility of the customer and are not included in the item price or shipping cost. Bonnell Bike is not responsible for delays caused by customs.
UK & EU VAT: For orders shipped from the EU warehouse to EU countries, VAT is usually included at checkout (IOSS). For orders shipped from outside the EU, VAT and customs duties may be due upon delivery.
Refusal of Delivery: If you refuse a shipment due to customs fees, you will be responsible for the return shipping costs and any customs penalties incurred.
Important: Shipping Lithium-Ion Batteries
Due to international dangerous goods regulations, batteries are subject to strict shipping rules. We only ship batteries via approved carriers. Some remote countries may not accept lithium battery shipments. In such cases, we will contact you to arrange an alternative or issue a refund for the battery portion of your order.
6. Shipping Restrictions
We cannot ship to P.O. Boxes or APO/FPO addresses for e-bikes (large freight). Small parts may ship to P.O. Boxes via postal services.
Countries with Import Bans: Some countries restrict the import of electric bikes or lithium batteries. It is your responsibility to ensure the product is legal in your country. Bonnell Bike is not liable for items seized by customs.
7. Damage During Shipping
Please inspect your order upon reception. If the box or crate appears damaged:
Note it on the delivery receipt before signing.
Take photos/videos of the damage before opening.
Contact us within 48 hours of delivery at order@bonnellbike.com with the evidence.
We will file a claim with the carrier and send replacement parts or a replacement unit if necessary. Failure to report damage within 48 hours may void the shipping insurance.
8. Lost or Stolen Packages
Lost in Transit: If your tracking shows no movement for 10 business days (domestic) or 20 business days (international), contact us. We will initiate a trace with the carrier. If deemed lost, we will reship your order at no cost.
Stolen After Delivery: Bonnell Bike is not responsible for packages stolen after delivery confirmation. Please ensure you have a secure delivery location. Signature confirmation is available upon request for an additional fee.
9. Contact Us
For any questions about shipping, please contact:
order@bonnellbike.com
Please include your order number in the subject line.