SHIPPING POLICY
Time of arrival includes order processing time and shipping time (3-5 working days).
All estimated/typical delivery time are derived from real world data collected from past orders. They are approximate times for reference only.
Note: In North America, we deliver to Continental United States. Please note we may not be able to ship to certain remote/isolated areas of these regions. If this is the case, we will contact you for alternative solutions. Please note: we DO NOT ship to Alaska and Hawaii. We do not sell to or ship to NYC as of 9/16/2023. 3-5 days truck delivery, support for US local pickup.
ORDER TRACKING
You can track your order and shipping & handling information on your account if you have registered one on tstebike.com. For more shipping information, send an email to support@tstebike.com. We will get back to you whithin 24 hours.
If you haven't received the bike, however, the logistics order shows the goods have been signed. In this situation, please contact us in 3 business days. Otherwise, after 3 working days, we will no longer deal with this issue, and customers need to contact the corresponding logistics company to solve this issue.
What if you receive a wrong product?
If you receive a damaged or defective product(s) or you see discrepancies in quantity or quality between the product(s) delivered and the specification thereof in the relevant order confirmation, please take clear pictures of the situation and contact our customer service within 3 days after the receipt of the product(s). We will conduct investigation and make every reasonable effort to assist you solve the problem.
What if the products get lost during the shipping?
In case the ordered product(s) do not reach the provided address (when correctly provided) or get lost during the shipping process, we retain the right to a full investigations and search that can take up to 15 days. Within this period, we retain the right to withhold a full refund. We will always update you on the progress and results of the investigation, upon which suitable and reasonable action can be taken.
In case of unforeseen circumstances
In the case of unforeseen circumstances beyond our reasonable control (for example, adverse weather conditions, unpredictable delays caused by traffic congestion, road works, diversions or mechanical breakdowns, unforeseen production delays, delays caused by third-party suppliers, in each case to the extent beyond our reasonable control) we may not be able to deliver the goods within these timescales and we will not be liable for any delay or failure to deliver the goods if the delay or failure is wholly or partly caused by such circumstances. If a timely delivery does not take place, an alternative delivery date will be given. Special circumstances such as a high volume of orders, new product releases, or restock days may also lead to longer shipping times. If this is the case, we will note it on the product page and send a follow-up reminder via email.
No Responsibility for Loss, Theft, or Damage.
Please note we are not responsible for any lost, stolen, or damaged items due to the actions of DHL or any other parcel service.
If you have any confusion, feel free to contact us at support@tstebike.com
Company Name: TST GRP LLC
Address: 820 S Wanamaker Avenue, Ontario, California 91761
Call: +1 (626) 816-0889 (Monday~Friday 9:00AM - 5:30PM PST)
