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EMAIL: sales@sur-ronelectricbikes.com

Customer Help

Common purchase queries answered

Orders and Shipping

You will receive a shipment notification email/SMS once your order has shipped. The email/SMS will contain the tracking information.

If your package is returned to us due to an incorrect or incomplete address, the customer will be responsible and pay for all delivery cost to re-deliver the order to a corrected address. We will not be responsible for the loss of your order if the address provided at checkout is incomplete or incorrect.

All orders over $200 and warranty replacements will be shipped with signature required unless requested otherwise by the customer or other special circumstances.

Most deliveries occur between 8 AM and 8 PM and must be signed for delivery. Packages returned to us due to failed delivery attempts will be charged a $35 reshipping fee. Refused packages (except items damaged during transit) may be charged a 15% re-stocking fee.

While we take every reasonable precaution to ensure that products are well-packed, damage can occur during shipment from our warehouse to your destination. If your products are damaged during transit, please refuse delivery and have the driver note the refusal reason as “damaged”. If you are unable to refuse the damaged shipment or if shipping damage is concealed, notify us and the courier company immediately.

Shipping-related damages must be reported to the courier company and to us within 7 days of receipt of shipment. Take pictures of the damage and ask the courier company for confirmation or claim number. Open a support ticket with Raev describing the damage, including photos and confirmation number from the courier company. Do not throw away the original packaging

We Ship Worldwide

If you need to swap an item

Returns and Exchanges

Unfortunately, we cannot accept refunds on customer orders that have been damaged due to misuse, negligence, or regular wear and tear. In addition, products that have been altered or tampered with will not be accepted for return.

To initiate a return, please email  our Customer Support team at support@sur-ronelectricbikes.com. we will supply you with a Return Merchandise Authorization (RMA) number and walk you through the process.

Once your returned item is received and inspected, we’ll send you an email to confirm that we’ve received it. Additionally, we will inform you of the approval or denial of your refund. If your return is accepted, it will be processed and a credit will be applied to your original mode of payment within ten business days.

The client is responsible for paying for return shipping costs. Shipping expenses cannot be refunded. The cost of return postage will be deducted from your refund if you receive one.

Please contact us at support@sur-ronelectricbikes.com to submit your refund request.

The final refund amount would be subject to the deductions of restocking fees, return shipping fees, and the insurance cost of the original order.

For return orders, refund will be approved after the return package is successfully delivered. Customers will be notified via email and shall receive a refund back to the original payment method.

Worldwide shipping

We ship Worldwide

Easy 14 days returns

14 days money back guarantee

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