FAQ

1. What is your delivery time?

Orders will be processed in 2 business days. You will receive your tracking number after that.

The shipping time varies from 7-20 days based on your location.

2. Will I be charged for import Tax?

We ship from China warehouse, import tax will be included in the shipping cost. So you don't need to pay import tax.

3. Do you offer free shipping?

Yes! We offer free shipping to the 48 US states and Canada.

4. Should I keep the box and packaging?

Yes. We recommend keeping the box and packaging in which the goods was delivered. That way, if you change your mind within the free 30-day return period, you can easily return it!

5. Do I need to be home to receive my package?

Yes. Due to the value of our products, an adult signature is required for the shipping address. For FedEx and UPS deliveries, you can customize your delivery experience directly with the carrier.

6. What if I need to change or cancel an order?

Once an order has been sent to our fulfillment center for processing, it is difficult to update it. Therefore, amendments and/or cancellations may not be possible, but we promise to do our best! Therefore, if you need to amend your order or shipping address, or wish to cancel your order, please contact us as soon as possible. For cancellations, please note that we will not be able to honor your cancellation request after your order has been processed.

7. Can my package be shipped to a PO BOX, APO, FPO or DPO address?

Can't. Due to USPS size restrictions and delivery confirmation signature requirements, we are unable to ship your package to these types of addresses. We can ship to any commercial or residential address served by UPS and FedEx.

8. How will my package be delivered?

Package orders will be shipped via FedEx or UPS Ground. Your shipment is a high value item and therefore requires an adult signature to receive it. Please note your delivery date and ensure your shipping address is accurate and complete.

Once your tracking number is ready, FedEx and UPS offer tools to customize your delivery experience. If you have delivery issues, please refer here. If you received a delivery notification but haven't received your package, please see here.

9. What if I have delivery issues?

Please contact the carrier directly for instructions or to resolve shipping issues.

Once the carrier has received your order, we cannot help with delivery issues (for example, the carrier may ask us for personal information that we cannot provide). Therefore, the fastest way to resolve any delivery issues is to contact the carrier directly. If you need any additional assistance, please feel free to contact us.

If you have previously had issues receiving packages at your location, consider asking the carrier to hold your order at a nearby terminal for pickup.

If you are unable to receive your package and it is returned to us, please let us know and once our warehouse confirms receipt of your package, we will process your refund. If a returned package is lost in transit, we may need your help to initiate a dispute. Regardless, we promise you will get what you paid for or a full refund.

10. What should I do if the tracking number shows that my package has been delivered but I have not received it?

If the carrier reports your order as delivered but you have not received it, please contact the carrier directly for more information or check with your neighbors. If your order has been misdelivered or lost by the carrier, file a dispute, get a case ID and notify us immediately for further assistance.

We will resend or refund as needed to ensure your complete satisfaction. Please contact us within 7 days of a missed delivery to ensure we can best assist you!

IMPORTANT NOTE: If you believe your order has been stolen after it has been delivered to your residence, a serious crime may have been committed and you should gather evidence, contact the police and notify us.

Orders and Returns

1. Can I change the items I ordered or change the shipping address?

Yes, please contact niuebike@gmail.com for assistance before shipping. We will do our best to help you, but please note that changes cannot be made after an order has shipped.

2. How much does it cost to return an item within the 30-day return period?

If there is a problem covered by the warranty, the package will help solve the problem or accept free returns. For change of mind returns, you will be responsible for return shipping. Return shipping costs vary by distance.

3. What if I change my mind and no longer want the item?

We accept returns for change of mind. Learn more about our returns policy here.

4. If I need to return my package, how do I ship it?

If you need to return your package or have it repaired, please contact us for instructions and complete the online form. Once your request is approved, we will send you a return shipping label.

You will then need to remove or completely cover all stickers and shipping labels on the outside of the box. We reuse boxes regularly to reduce waste, old stickers and labels can cause delivery issues.

You have two options for delivering your packed package box to FedEx: drop off at a FedEx location, or arrange for a door-to-door pickup. Both options are free, so we highly recommend scheduling a pickup, as FedEx locations are inconsistent in terms of convenience and service.

Arrange pick-up

With your tracking number ready, call 1.800.463.3339 and say you would like to "Schedule a Pickup", then specify that you are "using a label" when prompted for an account number. You will need to attach the return label to the package. If you don't have a printer, you can take your digital label to any FedEx location and print it for free.

Shipping to FedEx Locations

Find a FedEx drop off location and take the boxed goods there. You do not need to print a return label as long as you have a digital version for FedEx to view. We recommend that you contact your chosen location ahead of time to ensure they can receive your package (especially if they are within another business, such as a pharmacy).