At Helokeep, we are dedicated to providing a reliable and efficient delivery experience. Please review the following guidelines to understand how your order is processed, shipped, and delivered. By placing an order at www.helokeep.com, you agree to the terms outlined below.

1. Trusted Shipping Carriers

We partner with leading national and international carriers to ensure your e-bike arrives safely:

• FedEx, UPS, USPS, and DHL.
  
• The specific carrier is selected based on your location, package dimensions, and current transit efficiency.
  

2. Age Requirements & Safety

• Minimum Age: Electric bikes are high-performance vehicles and are not sold to individuals under the age of 18.
  
• Supervision: Riders under 18 must be supervised by a parent or legal guardian at all times. It is the customer's responsibility to comply with local e-bike regulations and safety laws.
  

3. Shipping Zones & Eligibility

• Free Shipping: We offer Free Standard Shipping on all eligible e-bike orders within our service area.
  
• Service Area: We currently ship exclusively to the 48 contiguous United States.（Currently, shipping to other countries is temporarily unavailable.）
  
• Non-Serviceable Areas: We DO NOT ship to P.O. Boxes, APO/FPO/DPO addresses, Alaska (AK), Hawaii (HI), Puerto Rico (PR), U.S. Territories, or International destinations.
  

4. Shipping Origin

• US Warehouses: Most orders are dispatched from our fulfillment centers in California (CA) and New Jersey (NJ) to ensure the fastest possible delivery.
  
• Direct Factory Shipping: Certain accessories, specialized replacement parts, or out-of-stock items may ship directly from our manufacturing facility in China. In these instances, extended transit times should be expected.
  

5. Order Processing Time

• In-Stock Items: Typically ship within 1–2 business days.
  
• Peak Periods: Processing may take longer during holidays, promotional events, or new product launches.
  
• Business Hours: Orders are processed Monday through Friday (Excluding U.S. Federal Holidays), based on Eastern Time (GMT-5).
  

6. Delivery Estimates

• Transit Time: Once shipped, delivery typically takes 3–10 business days within the contiguous U.S.
  
• Disclaimer: Delivery dates are estimates, not guarantees. Factors such as extreme weather, carrier disruptions, or high seasonal volume may cause delays.
  

7. Pre-Orders

• The estimated shipping window for pre-order items is listed on the product page.
  
• If your order contains both in-stock and pre-order items, they may arrive in separate shipments. We recommend placing separate orders if you need in-stock items immediately.
  

8. Order Tracking

Once your label is created, you will receive a Shipping Confirmation Email containing your tracking number.

• Activation: Please allow 24–72 hours for the carrier to scan the package and update the tracking status.
  
• How to Track: Registered users can track orders via their account dashboard; guests can use their order number on our "Track Order" page.
  

9. Custom & Special Orders

Items such as custom battery keys, throttle keys, or lock cylinders require 10–20 days for production and delivery.

• Accuracy: Customers must provide exact key/lock codes at checkout.
  
• Final Sale: Customized items cannot be canceled once production has commenced.
  

10. Modifications & Cancellations

• Before Shipment: Address changes and cancellations are Free until a tracking number is generated.
  
• In Transit (FedEx Only): A $20 rerouting fee applies to address changes once the item is in transit. Changes are subject to carrier approval and are not guaranteed.
  
• Cancellation After Shipment: If an order is canceled, refused at delivery, or undeliverable after it has shipped, a $200 flat fee will be deducted from your refund to cover return freight and restocking costs.
  

11. Lost, Stolen, or Damaged Packages

Once the carrier takes possession of the package, the risk of loss passes to the customer.

• Missing Packages: Helokeep is not liable for packages confirmed as "Delivered" by the carrier that are subsequently lost or stolen.
  
• Shipping Damage: If your bike arrives damaged, you must take photos of the packaging and product and notify us within 48 hours. We will assist you in filing a claim with the carrier.
  

12. Return Shipping

Unless covered by a specific warranty defect, return shipping costs are the responsibility of the customer. Original shipping fees are non-refundable. We strongly recommend using a trackable service and purchasing shipping insurance for all returns.