Shipping Policy

Free Worldwide Shipping

All end-consumer orders include free worldwide shipping — DDP (Delivered Duty Paid). This means all import duties, taxes, and customs fees are covered by us. You pay the price shown at checkout. Nothing more at the door.

The shipping service included with your order is valued at approximately $600 USD for frame kits and $1,200 USD for complete eMTBs (the higher cost reflects dangerous goods handling for lithium batteries).

Processing & Lead Times

In-stock items ship within 2–5 business days of order confirmation. Made-to-order and custom items have the following lead times:

• Carbon frame kits (in stock): 2–5 business days to ship
• Carbon frame kits (made to order): 4–8 weeks
• Custom titanium frames: 8–12 weeks from order confirmation
• Complete bikes: Lead time confirmed at time of order

We will always confirm your exact lead time by email before processing payment on made-to-order items.

Delivery Times

All orders ship via air freight unless otherwise agreed:

• Europe: 5–10 business days
• North America: 7–12 business days
• Asia / Oceania: 5–10 business days
• Rest of World: 7–14 business days

Delivery times are estimates and may vary due to customs processing, carrier delays, or remote locations. We are not responsible for delays caused by factors outside our control.

Shipment Confirmation & Tracking

You will receive a shipment confirmation email with a tracking number once your order has been dispatched. If you have not received this within your expected processing window, contact us at sales@bikelab-inc.com.

Dangerous Goods (eMTB / Lithium Batteries)

Orders containing lithium batteries (eMTB systems) are classified as dangerous goods (DG) under IATA regulations and require specialist air freight handling. This cost is fully absorbed by Bikelab Inc. for end consumers. No DG surcharge is added to your order.

Dealer & Wholesale Shipping

Dealer orders are shipped EXW (Ex Works, Taichung) by default. DDP or other Incoterms can be negotiated as part of your dealer agreement. Contact us at sales@bikelab-inc.com for wholesale shipping terms.

P.O. Boxes & Remote Addresses

We are unable to ship to P.O. boxes or APO/FPO addresses. For remote or island locations, please contact us before ordering to confirm delivery feasibility.

Returns & Refunds

Return Window

You may return eligible items within 30 days of delivery. Items must be unused, unassembled, and in original undamaged packaging with all included components.

Non-Returnable Items

The following cannot be returned:

• Custom or made-to-order frames (including all titanium custom builds)
• Items that have been assembled, installed, or ridden
• Sale or discounted items
• Items returned more than 30 days after delivery

How to Start a Return

Email sales@bikelab-inc.com with your order number, reason for return, and photos of the item and packaging. We will review and respond within 3 business days with return instructions if approved.

Return Shipping Costs

Return shipping is at the customer’s expense unless the item is defective or was sent in error by Bikelab Inc. We recommend using a trackable shipping service and purchasing shipping insurance for all returns. Bikelab Inc. is not responsible for items lost or damaged in return transit.

Refunds

Once your return is received and inspected, we will notify you of approval or rejection within 5 business days. Approved refunds are processed to your original payment method within 7–10 business days. Note that your bank or card provider may require additional processing time.

Defective or Damaged Items

If your item arrives damaged or defective, contact us within 7 days of delivery with photos and your order number. We will arrange a replacement or full refund at no cost to you, including return shipping where applicable.

Crash Replacement

We offer a crash replacement program for Dirtlab frames at a reduced cost. This is separate from the standard return/refund policy. Contact us at sales@bikelab-inc.com with photos and your frame details to start a claim.