Shipping Policy
Please read our shipping policy carefully before placing your order.
Shipping Coverage & Timeframe
We offer free shipping on electric bikes (excluding remote areas). Orders are typically processed and shipped within 1-3 business days and are expected to arrive within 1-5 business days, depending on your location. Please note that accessories and parts are not included in the free shipping offer.
While we strive to dispatch all orders within the estimated timeframe, unforeseen circumstances such as extreme weather, social disruptions, or other uncontrollable events may cause delays. Caofen Team is not responsible for delays caused by such factors.
To ensure order security, we may need to contact customers for order verification, which may result in slight delays. Delivery times may also vary based on warehouse location and stock availability.
Order Shipment Confirmation
Once your order has been shipped, you will receive a shipment confirmation email or SMS containing tracking details.
Damaged Items During Transit
We take precautions to ensure that all products are securely packaged, but damage may still occur during transit.
· If your order arrives damaged, please refuse delivery and request the courier to note “damaged” as the reason for refusal.
· If you are unable to refuse delivery or if damage is discovered later, report it within 7 days of receipt to both Caofen Team and the shipping carrier.
· Take clear photos of the damage and obtain a claim number or confirmation from the courier.
· Submit a support request to Caofen Team with a description of the issue, photos, and the courier’s claim number.
· Do not discard the original packaging, as it may be required for the claim process.
Delivery Terms
· Delivery Time: Most orders are delivered between 8 AM and 8 PM and require a signature upon receipt.
· Re-delivery Fee: If an order is returned due to failed delivery attempts, a 150AED re-shipping fee will apply.
· Refused Shipments: If a package is refused for reasons other than shipping damage, a 15% restocking fee may be charged.
Incorrect or Incomplete Address
If an order is returned due to an incorrect or incomplete shipping address, the customer will be responsible for all additional shipping costs for re-delivery.
Caofen Team is not liable for lost shipments due to incorrect or incomplete addresses provided at checkout. Please double-check your shipping details before finalizing your order to avoid issues.