Shipping Policy
1. When will my order ship?
5TH WHEEL knows well that fast delivery is a key factor for clients to compete in the market. We have always attached great importance to quick delivery as much as we do to the quality control of our E-Bikes and E-scooters.
| Country | Shipping Method | Delivery Time | Shipping Cost |
|---|---|---|---|
| We only ship orders to the Continental US. (Currently we DO NOT ship to Alaska, Hawaii, and Puerto Rico.) |
UPS / FedEx | 5–7 Business Days | Free Shipping |
2. Order Tracking
You can track your order using the order number in your account. For more shipping information, send an email to service@ride5thwheel.com. We will get back to you within 24 hours.
If you haven't received the bike or scooter, however, the logistics order shows the goods have been signed for. In this situation, please contact us within 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.
3. Shipment Processing Time
Orders are processed and shipped within 1–5 business days. The shipping time shown at checkout is for transit only and does not include processing time. Weekends and holidays are excluded. You’ll receive a tracking email once shipped, and tracking info updates within 72 business hours.
4. Signatures Required
Due to the high value of the e-bike and e-scooter, we provide a signature-required shipping method at no additional cost to you.
The shipping carrier is instructed to obtain a signature before delivery and is not permitted to leave packages unattended. If you miss three delivery attempts, a package with a signature requirement will be automatically returned. Customers will be responsible for any additional fees incurred due to the missed signature. Please note that the signature service does not cover non‑bike and non‑scooter items.
5. Delivery Terms
Most deliveries occur between 8 AM and 8 PM and may require a signature.
- If no one is available, a delivery attempt notice will be left for rescheduling.
- If delivery fails due to an incorrect address, an extra $200 per unit will be charged.
- Refused packages (not due to damage) will incur a $200 restocking fee. Fees are estimated by FedEx or UPS.
- If you waive the signature, 5TH WHEEL is not liable for lost or stolen packages. Certain exceptions applied*
*Exceptions:
- Your package is sent back to the shipper for failure of delivery because of: Unable to pick up/sign the package. You are subject to shipping charges for reshipment.
- Your package arrives in damaged condition.
- Please get in touch with us within 48 hours if there is any shipping damage. Shipping companies (like UPS, FedEx, DHL) only accept shipping damage claims within one week after delivering the product. Therefore, you will be responsible for any costs related to the shipping damage if you do not contact us within one week.
6. Package Loss & Claim Policy
The package could indeed be lost. If you have waited for 2 business days and checked with your neighbors, but still do not find the package.
If your package is missing, please contact the shipping carrier with your tracking number to file a loss claim—it must be done by the receiver. Then email us at service@ride5thwheel.com with the claim number so we can follow up. The investigation may take up to 15 business days. Once confirmed lost, we’ll resend or refund your order. If you do not cooperate with the investigation process, we will not be held responsible for the lost package.
**Please be sure to provide all requested information.
5TH WHEEL is not responsible for delays in shipping or delivery due to natural or uncontrollable events. Additionally, 5TH WHEEL is not responsible for delays related to the courier itself (such as customs clearance).
7. Holiday Shipping
Due to the high volume of orders during November and December, please allow extra business days for order processing and delivery.
**Shipping not available to:
- P.O. Boxes
- APO Addresses
- Hawaii / Alaska
- Puerto Rico
- Military District
- Virgin Islands
- Guam
8. Work with Customs for Clearance
We only provide free shipping to the contiguous United States. If any international shipping is needed, it may require you to contact Customs to provide validating information and pay import taxes if there are any. Unfortunately, that is something out of our control. PLEASE contact us via service@ride5thwheel.com for any questions you may have.
Only the receiver, not the sender, can work with Customs for the clearance. If you refuse to work with Customs and result in the package being sent back to us, we can not refund your payment. Note: Please contact us before submitting the information to Customs.
