Shipping & Delivery Policy

Applicable Range: All orders placed via LookRoad official website, authorized offline stores and officially partnered online platforms (hereinafter referred to as "Orders")

Thank you for choosing LookRoad! We are committed to providing efficient, transparent and reliable shipping services for global customers. This page details our order processing, shipping scope, delivery timelines, tracking methods and solutions for common shipping issues. Please read carefully before placing an order to ensure a smooth shopping experience.

Core Shipping Commitments：

Free Shipping for Core Regions：Enjoy free standard shipping for electric bikes, e-scooters and accessories to all EU countries, all US states and major global regions (excluding remote areas and special zones).
Transparent Timelines：Clear order processing and delivery timeframes for in-stock, pre-order and out-of-stock items, with real-time tracking available.
Secure Packaging：Professional shockproof and waterproof packaging for electric vehicles and high-value accessories to minimize transportation damage.
Global Warehouse Coverage：Ship from EU warehouses, US warehouses and China warehouses based on your location to shorten delivery time.
Responsive Support：Dedicated customer service team to assist with shipping inquiries, issue investigations and solutions within 1-3 business days.

1. Order Processing Time

Order processing starts after payment confirmation and inventory verification, excluding weekends and public holidays:

1.1 In-Stock Items: Processed within 1-5 business days, shipped within 3-5 business days after processing.

1.2 Pre-Order Items: Shipping timelines are indicated on the product detail page (including estimated dispatch date). Total delivery time = pre-order waiting period + standard delivery time for your region.

1.3 Out-of-Stock Items: Restock and shipping information will be updated on the product page.

2. Shipping Scope, Timelines & Costs

We ship to global regions with warehouse allocation optimized for efficiency. The following table details key shipping information (remote areas may require additional 2-5 business days):

Important Notes:

2.1 Restricted Zones: Delivery to the following regions is temporarily not available - EU: Canary Islands, Tenerife, Isle of Man, Channel Islands; US: Hawaii, Alaska, Puerto Rico; Other global remote islands and conflict zones.

2.2 Battery Shipping: Complies with international lithium battery transportation standards. Additional customs clearance time may apply for some regions.

2.3 Customs Duties: All EU/US orders include customs duties and taxes (covered by LookRoad). For other global regions, duties are the buyer’s responsibility (check local customs regulations before ordering).

3. Track Your Order

You can easily track your package status through the following methods:

Tracking Notification: Once your order is shipped, use the tracking number we offered to check on the logistics provider’s official website:

Logistics Provider	Tracking Website
DPD	https://www.dpd.com/tracking
FedEx	https://www.fedex.com/en-us/home.html
DHL	https://www.dhl.com/en/privatkunden.html
USPS	https://tools.usps.com/go/TrackConfirmAction_input
CNE	https://www.cne.com/

Tips:

3.1 Tracking information is updated within 24-48 hours after shipment (logistics provider scanning required).

3.2 If no updates are found after 3-7 business days, please check your spam folder or contact our customer service.

4. Order Modifications & Cancellations

4.1 Order Modifications (Address / Color / Model)

Before Shipment (Tracking Number Not Generated): Contact customer service via email to modify order details. Model/color changes may incur additional costs or delays (subject to inventory availability).
After Shipment: No modifications can be made (due to logistics provider regulations). Please double-check your order information before payment.
Pre-Order Cancellations: Full refund if canceled 7 days before the estimated dispatch date; 50% refund if canceled within 7 days of dispatch date; no refund after shipment.

4.2 Order Cancellations

Before Shipment: Free cancellation and full refund. Contact customer service with your order number and reason for cancellation.
After Shipment: Cancellation is not allowed. You can refer to our return policy for post-delivery returns (buyer bears return shipping costs + restocking fee).
Pre-Order Cancellations: Full refund if canceled 7 days before the estimated dispatch date; 50% refund if canceled within 7 days of dispatch date; no refund after shipment.

5. Shipping Issues & Solutions

We understand that unexpected issues may arise during transportation. Please refer to the following solutions or contact us for assistance:

5.1 Delayed or Missing Packages

If your package does not arrive within the estimated delivery time: Contact us within 7 calendar days of the estimated arrival date with your order number and tracking information. We will initiate an investigation with the logistics provider.
For packages with no tracking updates for over 5 business days: Our team will coordinate with the warehouse and logistics provider to locate the package and provide a solution (reshipment or refund).

5.2 Damaged or Missing Items

Damaged Packages:

Retain the original packaging, shipping label and all contents.
Take clear photos of the damaged packaging and product, and record an unedited unboxing video (showing the entire process from opening the package to revealing the damaged item).
Contact us within 3 business days of receipt with the evidence. We will arrange free replacement parts or process compensation based on the damage extent.

Missing Items:

Verify that the package seal is intact (no signs of tampering).
Provide an unboxing video and photos of the received items.
Once the issue is verified, we will ship the missing parts to you free of charge within 3-5 business days under normal circumstances. If the required parts are out of stock, we will notify you upon confirming the final delivery date.

5.3 Returned Packages

Packages may be returned to us due to:

Failed delivery attempts (recipient unreachable, incorrect address).
Refusal to accept the package or failure to pick up within the holding period.

Solution:

We will notify you via email once the package is returned to our warehouse.
To reship: You need to bear the reshipping fee (quoted by customer service). We will reship within 3 business days after receiving the fee.
To refund: A full product refund will be issued, excluding original shipping costs (if applicable).

6. "Delivered" but Not Received

6.1 Check with neighbors, property management or mailroom first (couriers may leave packages at these locations).

6.2 Review security camera footage (if available) to confirm delivery status.

6.3 Contact us within 3 calendar days of the "delivered" notification with your order number and evidence. We will assist in investigating with the logistics provider.

6.4 Note: Claims cannot be processed if reported after 3 days (logistics provider investigation deadline).

7. Important Shipping Notes

7.1 Signature Requirement: Electric bikes and high-value items require a signature upon delivery (to ensure product safety). The courier may accept visual confirmation if you are unavailable in person.

7.2 Packaging Retention: Keep the original packaging and all protective materials for at least 30 days after receipt. This is required for returns, repairs or damage claims.

7.3 Accessory Shipping: Accessories may be shipped separately from electric bikes (due to warehouse allocation). They will arrive within 3-7 business days of the bike delivery.

7.4 Pre-Order Shipping: Pre-ordered items are shipped in the order of payment. You will receive a shipping notification once the product is in stock.

8. Frequently Asked Questions (FAQ)

Can I change my delivery address after placing an order?

Yes, but only if the order has not been shipped. Contact customer service immediately with your order number and new address. No changes are allowed after shipment.

Why are my bike and accessories shipped separately?

Electric bikes are shipped from local warehouses (EU/US) for faster delivery, while some accessories may be shipped from China warehouses. Separate shipping does not affect the warranty or after-sales service.

Do I need to pay customs duties for international shipments?

No for EU/US orders (duties and taxes are covered by LookRoad). For other regions, duties are the buyer’s responsibility. We recommend checking local customs regulations before ordering.

What if the courier only attempts delivery once?

Most couriers will make 2-3 delivery attempts. If all attempts fail, the package will be held at a local collection point for 7-10 days. You will receive a notification from the courier with pick-up details.

Can I refuse to accept the package if I am unsatisfied with the product?

You can refuse delivery, but the package will be returned to our warehouse. Once received, we will process a refund (excluding shipping costs and restocking fee). It is recommended to contact us first to discuss alternative solutions.

9. Contact Us

For any shipping-related inquiries (tracking, delays, damage claims, order modifications), please contact our dedicated team through the following channels:

9.1 Official Email (Primary Channel)

support@look-road.com

Response Time: 1-3 business days
Required Information: Order number, registered email, detailed issue description + photos/videos (if applicable)

9.2 Online Chat

Access: LookRoad Official Website → Click "Online Support"
Hours: 9:00 AM – 7:00 PM, Monday – Friday
Suitable For: Quick inquiries (tracking updates, basic shipping questions)