Shipping policy

Thank you for choosing Vroomer. While waiting for your order, please take a moment to carefully read and fully understand this Shipping Policy. This policy outlines our shipping coverage, order processing time, estimated transit time, carrier arrangements, order tracking, large item delivery, delivery inspection, and other important information related to your Vroomer purchase.

Please Note: By submitting an order, you acknowledge that you have read, understood, and agreed to be bound by the terms of this Shipping Policy. If you do not agree with any part of this policy, please do not place an order, or contact our customer service before checkout for clarification.

1. Shipping Coverage & Fees

1.1 Free Shipping Zone

We offer 100% FREE shipping on all eligible orders shipped within the 48 contiguous states of the United States — including small parcels and large items. Even our heavy electric dirt bikes enjoy 100% free curbside freight delivery. There are no hidden shipping fees at checkout. Covered states include: AL, AZ, AR, CA, CO, CT, DE, FL, GA, ID, IL, IN, IA, KS, KY, LA, ME, MD, MA, MI, MN, MS, MO, MT, NE, NV, NH, NJ, NM, NY, NC, ND, OH, OK, OR, PA, RI, SC, SD, TN, TX, UT, VT, VA, WA, WV, WI, WY.

1.2 Non-Deliverable Areas

We are unable to ship to the following addresses unless otherwise stated:

  • PO Boxes
  • APO / FPO / DPO military addresses
  • Alaska (AK) and Hawaii (HI)
  • Puerto Rico (PR), Guam (GU), U.S. Virgin Islands (VI), and other U.S. overseas territories

1.3 Shipping Origin

Vroomer is a globally operated brand headquartered in Hong Kong (Registered Office: RM 190, 26/F, Delta House, 3 On Yiu Street, Hong Kong). To deliver the fastest and most reliable service to our U.S. customers, we maintain a forward-stocked inventory in our California warehouse:

U.S. Fulfillment Center: 1450 Mission Blvd, Ontario, CA 91761, United States

All orders shipped to addresses within the 48 contiguous U.S. states are dispatched directly from our California warehouse by domestic U.S. carriers (FedEx, UPS, and qualified U.S. freight providers). This means:

  • ✅ No international transit — your order does not cross any border after you place it.
  • ✅ No customs clearance, no import duties, no brokerage fees — units are pre-imported, customs-cleared, and warehoused in California before you ever click "Buy."
  • ✅ Fast domestic transit times — typically 3–10 business days nationwide.
  • ✅ U.S.-based after-sales support — returns, replacements, and warranty parts are handled at the same California facility (see Refund Policy).

We believe in full transparency with both our customers and the search engines that index us: the company is Hong Kong–registered, the products are stocked in California, and the deliveries are 100% domestic U.S. shipments.

2. Order Processing Time

2.1 In-Stock Items

Orders are processed within 1–3 business days after payment confirmation.

2.2 Pre-Order Items

Pre-order items will display the estimated shipping date on the product page. Pre-order ship dates may shift due to supply chain or production factors, and we will notify you by email with the latest updates.

2.3 Shipping Confirmation

Once your order ships, you will receive a confirmation email containing your tracking number. Please keep this information for real-time package updates.

2.4 Business Days

Our business days are Monday through Friday (Pacific Time, PT), excluding U.S. federal holidays and weekends. Order processing may be delayed during holiday periods. Your understanding is appreciated.

3. Estimated Transit Time

3.1 Standard Delivery

After shipment, delivery usually takes 3–10 business days depending on the destination and carrier availability. Larger items shipped via freight carrier may require additional transit time due to scheduling and route planning.

3.2 Potential Delay Factors

The following conditions may extend delivery time. Your understanding is appreciated:

  • Extreme weather conditions (blizzards, hurricanes, floods, etc.)
  • Public holidays (Thanksgiving, Christmas, New Year, etc.)
  • Remote delivery addresses or limited carrier coverage areas
  • Freight scheduling between the carrier and recipient for large items
  • Carrier-side factors beyond our control (sorting hub overflow, route adjustments, etc.)

3.3 Timeline Disclaimer

All estimated delivery times are based on historical data and are for reference only — they are not guaranteed delivery dates. Vroomer is not responsible for delivery delays caused by the shipping carrier.

4. Carriers & Shipping Methods

4.1 Carrier Selection

We may use FedEx, UPS, truck freight, or other freight carriers depending on the product size, weight, and delivery address. The carrier assigned to your order will be indicated in your shipping confirmation email.

4.2 Split Shipments

If your order contains multiple items (e.g. an electric dirt bike plus accessories), they may ship separately from different warehouses or via different carriers. You may receive multiple packages at different times, along with multiple shipping confirmation emails containing different tracking numbers.

4.3 Tracking Multiple Packages

Please review each shipping confirmation email carefully and track each package separately using its assigned tracking number.

5. Order Tracking

5.1 How To Track

Once your order ships, you will receive a tracking number by email. You may track your package as follows:

  • Registered users: Log in to your Vroomer account and view real-time logistics status for all orders under "My Orders."
  • Guest users: Use the tracking number from your shipping confirmation email to track your shipment on the carrier's website (FedEx, UPS, freight carrier portal, etc.).

5.2 Tracking Activation Delay

After shipment, tracking numbers may take 24–48 hours to become active in the carrier's system before detailed tracking information is displayed. This is normal — please check again shortly.

5.3 Tracking Issues

If you encounter any tracking issues, or if your package shows no movement for an extended period, please contact us at support@vroomerbike.com and we will work with the carrier to resolve the issue.

6. Large Item Delivery (Electric Dirt Bikes)

6.1 Freight Delivery

Electric dirt bikes are delivered by freight carrier due to their size and weight. This freight delivery is 100% free of charge to the customer — there are no additional shipping or handling fees added at checkout or upon delivery. Freight delivery differs from standard parcel delivery and follows specialized handling procedures.

6.2 Delivery Appointment

Customers may be contacted by the freight carrier to schedule a delivery appointment. Please ensure that the phone number provided at checkout is accurate and reachable. Failure to respond to scheduling attempts may result in delivery delays or storage fees charged by the carrier.

6.3 Curbside Delivery

Standard freight delivery is typically curbside only — meaning the carrier will deliver the package to the curb, driveway, or nearest accessible point of your address. The carrier is not obligated to bring the package inside your home or garage. Please plan to have help available to move the package once delivered.

6.4 Recipient Requirements

An adult (18+) must be present at the delivery address to receive the shipment, sign the delivery slip, and inspect the package.

7. Address Changes

7.1 Before Shipment

If you need to update your shipping address before we issue a tracking number, please contact customer service as soon as possible. We will update your address free of charge.

7.2 After Shipment

Once the package has shipped, additional fees will apply for any address change:

  • Successful interception & address update: A flat address change and handling fee of $200 USD will be charged.
  • Unable to intercept: If the package has reached the final delivery stage or has been delivered to the original address, address changes are no longer possible. If the package is undeliverable or returned due to an incorrect address provided by the buyer, a flat reshipment / return handling fee of $200 USD will be deducted from any applicable refund or charged for reshipment.

8. Delivery Inspection & Acceptance

8.1 Inspect On Delivery

Please inspect the package upon delivery. We strongly recommend confirming that the outer packaging is intact and the product matches your order before signing for the shipment. If the package is visibly damaged, take photos before opening and note "Package Damaged" on the delivery slip.

8.2 Damage Reporting Window

You must contact us within 48 hours of delivery if the package arrives visibly damaged. Reports submitted after this window may not be eligible for damage claims, as carrier claim policies impose strict time limits.

8.3 Third-Party Signatures

If the package is signed for by someone else (property manager, neighbor, mailroom, etc.), it will be considered accepted by you. Please confirm the condition of the package with the recipient promptly.

8.4 Package Not Received

If tracking shows "delivered" but you have not received the package, please take the following steps:

  • Check around your home (front door, backyard, garage) and your property mailroom.
  • Ask roommates or neighbors whether someone received it on your behalf.
  • Wait 24–48 hours — some carriers mark packages as delivered slightly ahead of time.
  • If still unfound, contact customer service immediately. We will help you initiate a carrier investigation.

9. Undeliverable Packages

9.1 Incorrect Address

If a package is returned due to an incomplete or incorrect address provided by the buyer, or because the recipient could not be contacted, a flat handling fee of $200 USD will apply — covering both return shipping and reshipment, regardless of the actual carrier cost incurred. This fee will either be deducted from any applicable refund or charged separately before reshipment is arranged.

9.2 Multiple Failed Deliveries

Carriers typically make multiple delivery attempts. If a package is ultimately returned due to recipient-related causes (no one to accept, refusal, missed freight appointment, etc.), the same flat handling fee of $200 USD will apply, covering return shipping and reshipment together. Any storage charges separately invoiced by the carrier (e.g. freight terminal storage fees) are not included in the $200 flat fee and will be passed through to the buyer at actual cost, with documentation provided.

9.3 Returned Package Handling

Once a returned package arrives at our warehouse, we will contact you to confirm how you would like to proceed. Your options are:

  • Reshipment: Pay the flat $200 USD reshipment fee and we will resend the package to a corrected address.
  • Refund: Request a refund per our Refund Policy. The flat $200 USD handling fee (covering return logistics and warehouse handling) will be deducted from your refund. No other deductions, surcharges, or "actual carrier cost" pass-throughs will apply beyond the $200 flat fee, except for any third-party freight terminal storage fees expressly documented under §9.2.

Fee Transparency Summary: Across §7.2, §9.1, §9.2, and §9.3, the maximum handling deduction or charge for any buyer-caused undelivered, redirected, or returned package is a single flat $200 USD. We do not invoice variable, hidden, or "actual" carrier costs on top of this amount.

10. Important Notes

10.1 Force Majeure

Vroomer is not liable for shipping delays, delivery interruptions, or package loss caused by force majeure — including natural disasters, severe weather, public health events, government actions, strikes, or war. We will, however, do our best to coordinate with the relevant parties to minimize the impact.

10.2 Carrier Responsibility

If your package is lost or damaged by the carrier (FedEx, UPS, or any freight provider) during transit, Vroomer will fully assist in the investigation and take full responsibility to ensure you receive a replacement or full refund. You will not be left to handle carrier claims on your own — we stand behind every order until it is safely in your hands.

10.3 Holiday Impact

Shipping and delivery timelines may be significantly extended during major holidays such as Black Friday, Cyber Monday, Christmas, and New Year. This is an industry-wide reality — please plan ahead and allow extra time.

10.4 Other Situations

What if I receive the wrong item?
If your product arrives damaged or defective, or if the item received differs in quantity or specification from your order confirmation, please take clear photos as evidence and contact our customer service team within 48 hours of receipt. We will investigate and make every reasonable effort to resolve the issue for you.

What if my item is lost in transit?
If an ordered item fails to arrive at the correct address (given that the address you provided was accurate), or appears to be lost during transit, we will immediately launch a carrier investigation on your behalf. If the package is confirmed lost after an investigation of up to 15 days, we will immediately arrange a full refund or free reshipment according to your preference. We will keep you informed throughout the entire process.

11. Contact Us

For any questions related to shipping, feel free to reach out:

  • Email: support@vroomerbike.com
  • Customer Service Phone: 1-947-837-7615
  • Business Hours: 8AM – 5PM PT (Pacific Time), Monday – Friday
  • Response Time: Within 24 hours on business days (Pacific Time, PT)

Registered Office (Hong Kong HQ):
RM 190, 26/F, Delta House, 3 On Yiu Street, Hong Kong

U.S. Shipping & Return Warehouse:
1450 Mission Blvd, Ontario, CA 91761, United States

Please note: Returns can only be sent to the U.S. warehouse address above after receiving return authorization (RMA) from our customer service team. Packages sent without prior authorization may be refused or have processing delays.