Shipping policy

Thank you for shopping with Spirk Scooter! Please read this Shipping & Delivery Policy carefully before placing your order. By completing a purchase, you acknowledge and agree to all terms outlined below.

1. Definitions

For the purpose of this policy, the following definitions apply:

  • E-bike: Any complete electric bicycle unit sold on this website, including but not limited to the M5S and M7S models.

  • Battery: Any standalone battery pack sold separately from a complete e-bike unit.

  • Accessory: Any product that is not an e-bike or a standalone battery, including but not limited to helmets, locks, lights, racks, and apparel.

  • Business Day: Monday through Friday, excluding U.S. federal holidays.

  • Delivery Confirmation: The date and time recorded by the carrier as "Delivered" in the carrier's official tracking system.

  • Order Confirmation: The email sent to you after your order is successfully placed and payment is verified.

2. Shipping Destinations

We ship exclusively to physical addresses within the Continental United States (the lower 48 states).

We do not ship to:

  • Hawaii

  • Alaska

  • Guam

  • Puerto Rico

  • U.S. Virgin Islands

  • American Samoa

  • APO/FPO/DPO Military Addresses

  • P.O. Boxes

Note: Certain models may only be available for shipment to specific regions due to logistics and distribution constraints. Eligible shipping options will be displayed at checkout based on your selected model and delivery address. If no shipping option is available for your address, we are unable to fulfill your order to that location.

3. Shipping Costs

3.1 Free Shipping

Free standard shipping is available exclusively on orders that include an M5S or M7S e-bike, shipped to eligible addresses within the Continental United States. No minimum order value is required for this promotion to apply.

Free shipping eligibility is determined at the time of checkout and may not be combined with other offers unless explicitly stated in a separate promotion.

3.2 Paid Shipping

For all other orders including all other e-bike models, standalone batteries, and accessories:

Product Type Shipping Fee
E-bike (non-M5S/M7S models) Calculated at checkout based on model and destination
Battery (standalone) Calculated at checkout based on weight and destination
Accessories (order $99) Free
Accessories (order < $99) Calculated at checkout based on weight and destination

Shipping fees are non-refundable once the order has been shipped, except where required by applicable law.

4. Order Processing

  • All in-stock orders are processed within 1 Business Day after the Order Confirmation is sent.

  • Orders placed on weekends or U.S. federal holidays will begin processing on the next Business Day.

  • During peak seasons or promotional periods, processing times may be extended. We will notify you of any significant delays via email.

  • We ship from our U.S. local warehouse.

5. Estimated Delivery Times

After your order has been processed and handed to the carrier, estimated delivery times are as follows:

Destination Zone Estimated Transit Time
Continental United States 4 Business Days

Important: Delivery time estimates are calculated from the date of shipment, not the date of order placement. Total time from order to delivery is typically 5 Business Days under normal conditions.

All delivery time estimates are approximations based on historical carrier performance data. They are not guaranteed and may be affected by:

  • Carrier delays, strikes, or operational disruptions

  • Severe weather or natural disasters

  • High-volume shipping periods (e.g., holidays)

  • Incorrect or incomplete delivery address provided by the customer

We are not liable for delays caused by factors outside of our reasonable control.

6. Order Tracking

Once your order has shipped, you will receive a shipping confirmation email with your tracking number. You may track your order via:

  • Your account dashboard at https://spirkscooter.com/ (registered users)

  • The carrier's official tracking website using the provided tracking number

For shipping inquiries, contact us at support@spirkscooter.com. We aim to respond within 1 Business Day.

7. Shipping Address Changes

We understand that circumstances change. Please review the following schedule of fees before requesting any modification:

Timing of Request Fee
Before tracking number is issued No Charge
After shipment, address change successfully updated in carrier system $30
After shipment, package returned due to failed delivery at original address (see Section 9) See Section 9

Important Notes:

  • Address change requests must be submitted via email to support@spirkscooter.com. We cannot guarantee changes submitted through other channels will be processed in time.

  • We are not responsible for delays caused by address change requests, including but not limited to re-routing delays, extended transit times, or carrier processing windows.

  • If you wish to change your product's color or size, this must be requested before your order is shipped. We are unable to modify product specifications after shipment.

8. Order Cancellation After Shipment

Once an order has been shipped and a tracking number issued, we are unable to cancel the order. In such cases:

  • You must accept delivery of the package.

  • If you no longer wish to keep the item, you must initiate a return in accordance with our Return & Refund Policy after taking delivery.

  • A Return Processing Fee (as defined in Section 9) will apply.

Attempting to cancel a shipped order through a payment dispute (chargeback) without first following our return process may be treated as a breach of these terms and may affect your eligibility for refunds.

9. Refused Delivery, Failed Delivery & Return Processing Fee

9.1 Return Processing Fee

A Return Processing Fee will be deducted from your refund in the following circumstances. This fee covers round-trip freight, re-stocking, and inspection costs incurred by us.

Product Type Return Processing Fee
E-bike $200 per unit
Battery (standalone) $100 per unit
Accessory $15 per unit

9.2 Conditions That Trigger the Return Processing Fee

The Return Processing Fee applies when any of the following occur:

  • (a) Customer-Initiated Refusal at Delivery.

  • (b) Undeliverable Due to Customer-Provided Incorrect Address.

  • (c) Repeated Failed Delivery Attempts with No Customer Response.

  • (d) Customer-Requested Address Change Results in Return.

  • (e) Package Returned After Successful Delivery.

9.3 What Is NOT Covered by the Return Processing Fee

The Return Processing Fee does not apply when:

  • The package is lost or significantly delayed due to verified carrier error.

  • The item received is materially different from what was ordered (wrong product, wrong color/size shipped by us).

  • The item arrives with significant damage covered under Section 11 (Shipping Damage).

In the above cases, please contact us at support@spirkscooter.com and we will arrange an appropriate resolution at no charge to you.

10. Lost or Stolen Packages

10.1 Carrier Responsibility

Once a package has been handed to the carrier and a tracking number issued, the carrier assumes responsibility for the shipment. We are not liable for packages that are lost, stolen, or damaged due to the carrier's actions or inactions.

10.2 What To Do If Your Package Is Lost

If your tracking shows no movement for 5 or more consecutive Business Days, or the carrier marks the shipment as "lost," contact us immediately at support@spirkscooter.com.

We will file a claim with the carrier on your behalf. Resolution timelines are subject to the carrier's investigation process (typically 7 Business Days).

We will offer a replacement shipment or store credit once the carrier's investigation confirms the loss. Cash refunds for lost packages are subject to our Return & Refund Policy.

10.3 Delivered But Not Received ("Porch Theft")

If the carrier records a successful delivery but you did not receive the package:

  • File a police report immediately and provide us with the report number.

  • Contact us within 48 hours of the Delivery Confirmation timestamp.

  • We will cooperate with law enforcement and the carrier's investigation, but we are not responsible for theft that occurs after confirmed delivery to the designated address.

We strongly recommend selecting a secure delivery address or requiring a signature at delivery where available.

11. Shipping Damage

We take great care in packaging your order. However, damage may occasionally occur in transit.

11.1 Inspection Upon Receipt Required Actions

Before signing:

  • Inspect the outer packaging for visible damage.

  • If damage is apparent, note it clearly on the carrier's Bill of Lading or delivery receipt before signing.

  • Do not refuse delivery solely due to packaging damage; accept the package, note the damage, and then contact us.

  • Take clear photographs and/or video of the outer packaging and the damaged item(s).

11.2 Reporting Deadline Strictly Enforced

You must contact us at support@spirkscooter.com within 24 hours of the Delivery Confirmation timestamp.

Your report must include:

  • Your order number

  • A clear description of the damage

  • Dated photographs or video showing both the outer packaging and the damaged item(s)

  • Confirmation that damage was noted on the carrier document (if applicable)

11.3 Resolution

If your claim is accepted:

  • We will arrange for replacement of damaged parts at no cost to you.

  • If a replacement part is unavailable, we will offer an appropriate alternative resolution.

  • We reserve the right to request the return of damaged parts before issuing a replacement.

  • Shipping costs for warranty spare parts sent to the customer will be borne by the customer, unless otherwise specified.

11.4 Limitations

Shipping damage claims are separate from and independent of our Limited Warranty. The Limited Warranty does not cover damage caused during transit; shipping damage is handled exclusively under this Section 11.

We are not responsible for damage caused by improper handling by the customer after delivery.

12. Returns Shipping Costs

  • Customer-initiated returns (e.g., change of mind, wrong size ordered by customer): The customer is responsible for all return shipping costs. Original shipping fees are non-refundable.

  • Our-error returns (e.g., wrong item shipped, item materially not as described): We will provide a prepaid return shipping label and will not charge any Return Processing Fee.

  • Warranty returns: Please refer to our Limited Warranty Terms for applicable shipping responsibilities.

All return shipping fees are subject to the rates of the carrier you select. We recommend using a carrier that provides tracking and insurance for high-value items, as we are not responsible for returned packages lost in transit.

13. Limitation of Liability

To the fullest extent permitted by applicable law, our total liability for any shipping-related claim shall not exceed the purchase price paid for the affected item(s). We shall not be liable for indirect, incidental, or consequential damages arising from shipping delays, carrier errors, or theft after delivery.

Nothing in this policy is intended to, nor shall, limit any rights you may have under applicable U.S. consumer protection laws.

14. Governing Law

This Shipping & Delivery Policy shall be governed by and construed in accordance with the laws of the State of California, without regard to its conflict of law provisions. Any disputes arising under this policy shall be resolved in the courts of competent jurisdiction located in Los Angeles County, California, and you consent to personal jurisdiction in such courts.

15. Policy Updates

We reserve the right to modify this Shipping & Delivery Policy at any time. Changes will be effective upon posting to our website. Your continued use of our website and services after any modification constitutes your acceptance of the updated policy. We encourage you to review this policy periodically.

16. Contact Us

For all shipping-related questions or concerns, please contact our customer support team: