1. Where do we ship the Shengmilo E-Bike?
Currently, we only ship within Australia. We offer free shipping Australia-wide, but please note that for certain remote areas, free shipping may not be available. If shipping costs exceed $300, we will reach out to discuss your options.
2. Delivery Times and Tracking Your Package
We aim to deliver your goods by any specified date or, if none is provided, within 60 days of accepting your order (including pre-orders). In-stock products typically ship within 1-3 business days. Delivery generally takes 3-7 business days, though remote areas in Western Australia may take up to 10 days.
Please note that different products may ship from various carriers, so multi-product orders may not arrive together. Once your order ships, you’ll receive a confirmation email with a tracking number.
All items are dispatched from our Australian warehouse, which is also the return address.
3. What if I receive the wrong product?
If you receive a damaged or defective product, or if there are discrepancies in quantity or quality, please take clear photos and contact our customer service within 3 days of receiving your order. We will investigate and assist you in resolving the issue.
4. What if I don’t receive my package?
You should have received an email with your tracking number. Please check the status and wait if it’s still in transit. If ten days pass without updates, or if tracking shows delivery confirmation but you haven’t received it, please contact us for assistance in tracking your order or requesting a refund. You may need to wait for our response for up to 48 hours before initiating a refund request.
5. Unforeseen Circumstances
In the event of unforeseen circumstances beyond our control (e.g., severe weather, traffic delays, production holdups), we may be unable to deliver within the expected timeframe. We are not liable for delays caused by such events. If delivery is delayed, we will provide an alternative date. High order volumes or product restocks may also lead to longer shipping times, which will be noted on the product page.
6. What if products are lost during shipping?
If your order does not arrive at the provided address or is lost in transit, we will conduct a full investigation, which may take up to 30 days. During this time, we reserve the right to withhold a full refund or resend the product(s). We will keep you updated on the investigation’s progress and any necessary actions.
7. Order Tracking
If you have a registered account on shengmilo.com.au, you can easily track your order along with shipping and processing information. If you haven’t registered, you can still track your order using your order number on the logistics company’s official website. For any questions, please email us at support@shengmilo.com.au.
Important:
If your bicycle hasn’t arrived but the logistics tracking shows it has been delivered, please contact us within 3 business days. After this period, we will be unable to assist, and you will need to reach out to the logistics company directly to resolve the issue.
Note:
If your order includes additional accessories, they will be shipped separately.
Learn more about Return Policy.
Learn more about Warranty Policy.
To learn more about us and stay updated on our latest products, news, and riding tips tailored for the Australian market, follow Shengmilo on YouTube, Facebook, and X (formerly Twitter). You can also subscribe to our YouTube channel to get the latest updates, product demos, and more directly from us!