Returns

CANCELLATIONS AND ORDER CHANGES:

Bike Order Cancellations:

Bike order cancellations must be requested within 48 hours of the order being placed. If you wish to cancel your bike order, contact our Support team for further assistance.

If you wish to cancel an order that has already shipped, we can recall your order or you can refuse the shipment at delivery, however, a 15% restocking fee will apply. All shipping costs are non-refundable. 

Accessory, Merchandise, and Parts Cancellations:

If you would like to cancel your accessory, merchandise, or part order you will need to contact our Support team for further assistance within 24 hours of when your order is placed. Due to warehouse processing, we are unable to cancel orders after 24 hours. 

Preorders and Backorders:

You will need to contact our Support team for further assistance.

Order Changes:

Once your order is placed, we are unable to modify the items in your order. If your order has not shipped, we can cancel your current order and help place a new order for the desired changes. If your order has already shipped, we will not be able to cancel your order. Please see our return policy below.

Address Changes:

We are not able to update the shipping or billing address on accessories, merchandise, or part orders once your order is confirmed.

All bike orders require a signature upon delivery. For this reason, you will be unable to submit an address change with the carrier. If you need to request an address change for a bike delivery, please contact our Support team directly. Address changes to bike orders must be approved by ZOONLAI and are subject to additional rerouting fees.

Storage Fees:

All bike orders are delivered by a 3rd party carrier. If you are not home at your scheduled time, miss your delivery window, or need to push back your delivery date after your bike has already shipped; additional charges will be applied before your bike can be delivered.

RETURNS AND REFUNDS:

Bike Returns:

We stand by the quality of our products and do not accept returns on used or opened items. Proof of unopened items will need to be verified with photos and submitted to our Support team within 15 days of delivery.

ZOONLAI will provide you with further instructions if the return is approved. ZOONLAI will issue the refund minus the 15% restocking fee once the item is received and passes inspection. All shipping costs are non-refundable. 

Battery Returns:

All battery purchases are FINAL sale. We do not accept returns or exchanges on batteries except for what is explicitly covered by our warranty, and only after receiving our approval for the replacement.

Accessory, Apparel, and Replacement Part Returns:

We accept returns on orders placed in the U.S. within 30 days from when the order is placed. Our ZOONLAI staff will inspect the return before it is processed. If your item is returned to us with dirt or debris (i.e., deodorant, excessive pet hair, signs of wear, etc.) that we can not easily clean off, your item will be returned to you and considered final sale and non-returnable. Please ensure that items are unworn, unwashed, tags intact (when applicable), and undamaged. Accessories will need to be returned in their original packaging.

Showroom and Service Center purchases are not eligble for online returns and must be returned in store.

eGift Cards:

All e-gift cards are final sale and non-refundable.

Refunds:

ZOONLAI can only process all refunds to the original form of payment. If your original form of payment is no longer available, please contact your banking institution for further assistance. Please allow up to 7-10 business days for your bank to credit the funds back to your account.