Shipping policy
This website (https://ca.globalkeepebike.com/)
At Globalkeep, customer satisfaction is our highest priority. We are committed to processing and delivering your order as quickly and efficiently as possible. Please review the following Shipping Policy carefully before placing your order.
By placing an order on our website, you agree to the terms outlined below.
1. Shipping Carriers
We ship orders using reputable national and international carriers, including:
- UPS
- USPS
- FedEx
- DHL
The carrier used for your shipment will be selected based on delivery address, package size, and operational efficiency.
Sales tax will be applied where required by applicable state laws.
2. Age Requirement
Electric bikes are not sold to individuals under the age of 18.
If a rider is under 18 years old, they must be supervised by a parent or legal guardian while operating the e-bike. It is the customer’s responsibility to ensure compliance with all local laws and safety regulations.
3. Shipping Fees & Eligible Destinations
Free Shipping
We offer free standard shipping within eligible delivery areas.
Shipping Area
We currently ship only within the Canada market.
4. Shipping Origin
Orders are shipped from our Toronto, Canada.-based warehouses located in:
- Toronto, Canada
Warehouse selection is determined by product availability and proximity to the delivery address.
Certain accessories, replacement parts, or temporarily out-of-stock items may ship directly from our manufacturing facility in China. In such cases, extended transit times may apply.
5. Order Processing Time
- In-stock items typically ship within 1–3 business days.
- Processing times may be extended during peak seasons, promotional events, product launches, or holidays.
- Orders placed on weekends or federal holidays will begin processing on the next business day.
Orders placed on weekends or Canadian federal statutory holidays will be processed on the next business day. Business days are Monday through Friday (excluding Canadian federal statutory holidays).
Time zone: Pacific Time (Vancouver, Canada) (PST UTC−8 / PDT UTC−7 during daylight saving time).
6. Delivery Time Estimates
After shipment, estimated delivery time is typically:
- 2–8 business days within the contiguous Canada.
Please note:
- Delivery times are estimates only and are not guaranteed.
- Delays may occur due to weather conditions, carrier disruptions, high shipping volume, customs clearance (if applicable), or other unforeseen circumstances.
- All delivery timeframes are based on historical carrier performance data.
7. Pre-Orders
For pre-order items:
- The estimated shipping date will be clearly listed on the product page.
- Orders containing both in-stock and pre-order items may ship separately.
- If you wish to receive in-stock items sooner, please place separate orders.
Estimated shipping dates for pre-orders are subject to change due to manufacturing or logistics factors.
8. Shipping Confirmation & Tracking
Once your order has shipped, you will receive a shipping confirmation email containing:
- Carrier name
- Tracking number
- Estimated delivery date
Please allow 24–72 hours for tracking information to become active in the carrier’s system.
Tracking Options:
- Registered users may track orders via their account at ca.globalkeepebike.com
- Guest customers may track orders using their order number
For assistance, contact:
support@globalkeepebike.com
Customer service inquiries are typically answered within 24 business hours.
9. Customized & Special-Order Items
Factory-customized components—including but not limited to:
- Battery keys
- Throttle keys
- Lock cylinders
- Special replacement parts
Require approximately 10–20 days for production and delivery.
Customers must provide accurate key codes or lock cylinder codes at checkout to ensure compatibility. Failure to provide correct information may result in production delays.
Customized items are non-cancelable once production has begun.
10. Address Changes & Order Modifications
Before Shipment
Address changes are free of charge before a tracking number is issued.
After Shipment
If the order is already in transit:
- A $20 carrier rerouting fee applies (FedEx shipments only).
- Address changes are not guaranteed and are subject to carrier approval.
Order Cancellation After Shipment
- A $200 cancellation fee applies once an order has shipped.
- A $200 fee applies if a shipment is refused, undeliverable, or successfully delivered to the originally provided address.
These fees cover return freight, carrier penalties, restocking, and administrative handling costs.
11. Split Shipments
For logistical efficiency, your order may arrive in multiple packages. Accessories and smaller components may ship separately from the main product.
12. Lost, Stolen, or Damaged Packages
Once a shipment has been transferred to the carrier, ownership and risk of loss pass to the customer.
Globalkeep is not responsible for:
- Lost packages
- Stolen packages
- Carrier-related damage
If your item arrives damaged, you must:
- Take clear photos of the packaging and product.
- Contact us within 48 hours of delivery.
We will assist in filing a carrier claim when applicable.
13. Return Shipping Responsibility
Unless otherwise stated under warranty coverage:
- Return shipping costs are the customer’s responsibility.
- Shipping fees are non-refundable.
We strongly recommend:
- Using a trackable shipping service
- Purchasing shipping insurance
Globalkeep is not responsible for return packages lost in transit.
For complete details regarding product coverage and eligibility, please refer to our Limited Warranty Terms, which are incorporated by reference into this Shipping Policy.
14. Public Holidays & Force Majeure
During public holidays, peak seasons, or unforeseen events (including but not limited to natural disasters, supply chain disruptions, labor shortages, or government actions), shipping timelines may be extended.
Such delays are beyond our control, and we appreciate your understanding.