Velowave Bikes - Ranger Step-Thru Electric Bike

Price Match Policy

We work very hard to ensure that we offer the absolute best prices online.  If you find another online store that offers a lower price than us within six months of your purchase date, please let us know and we will refund your original payment for the difference.  We want you to feel confident that you are getting the absolute best price for the product you are ordering.  If you find that our own website has a lower price for the same item, you have ordered within six months of your purchase date will refund the difference as well.

To request your partial refund simply e-mail us a link to the same product on our website, or on our competitor's website within six months from the date of your order and we will process the credit accordingly.

Our 100% Price Match has some limitations:

• You must purchase the item from our website before requesting your Price Match Option.
• Promotions such as rebates and buy one, get one free offers are not eligible.
• The item must be in stock on the competitor's website.
• The competitor must be an online store, they may not have a retail location.
• The website cannot be a discounter or auction website (ie; eBay, overstock, etc.).
• The competitor must be an Authorized Retailer of the product in question.
• The Price Match Policy includes the item price and the shipping charges, it excludes sales tax.

Shipping Policy

SHIPPING IS FREE FOR ALL PRODUCTS!

As soon as you place your order, you will receive an order confirmation e-mail. This means that we have received your order in our system and pre-authorized your credit card for the purchase.  As soon as we receive your order, we automatically reach out to our suppliers to confirm that it is in stock and available for immediate shipment.  If your item is on backorder or unavailable, we will void the pre-authorization and reach out to you via e-mail.  If your item(s) are available for immediate shipment (within 5 business days), we will process the charges and submit the order for shipment.

If your order is in stock and we process the charges to your credit card, it will ship within five business days from the date of your order.  We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provided when checking out.  If you do not receive tracking information from us within six business days of your order, feel free to follow up with us at orders@elevatechnova.com.

We have provided additional information below.

Coastal Cruisers: 
Processing time: 1-3 business days.
Shipping time: 5-7 business days (lower 48 states only).  

Dirwin:
Processing time: 1-3 business days.
Shipping time: 5-7 business days (lower 48 states only).  

Drvetion:
Processing time: 1 business day.
Shipping time: 3-7 business days.

Ecotric:
Processing time: 1-2 business days.
Shipping time: 2-5 business days (lower 48 states only). 

Eunorau:
Processing time: 1-3 business days.
Shipping time: 5-7 business days (lower 48 states) | 7-15 business days (Hawaii & Alaska).

Returns & Exchanges

Please reach out to Elevatech Nova for issues regarding returns/exchanges at returns@elevatechnova.com. Elevatech will immediately contact our suppliers. Supplier/dealer policies are provided below. Please reach out with any questions- we are happy to help.

 *Please refer to supplier/dealer policies set forth below.*

Coastal Cruisers Bikes:

For Order Cancellations: Elevatech Nova accepts order cancellations prior to shipping out the order within 24 hours starting from the time the order was confirmed. Elevatech Nova will contact Coastal Cruisers immediately. Any order that gets canceled after 24 hours is subject to a 10% administration fee, whether your order has shipped or not. If the order has left the Coastal Cruiser warehouse, you (the buyer) will also be responsible for the return shipping fees + up to a 25% restocking fee as well. Please contact Elevatech Nova for cancellations sales@elevatechnova.com.

For Defective Products: When the product is damaged by the carrier, or defective in another way please report the issue to Elevatech Nova returns@elevatechnova.com. We will contact Coastal Cruisers and start the process. Coastal Cruisers will contact the customer within 72 hours. If Coastal Cruisers does not contact the customer within 72 hours, please contact Elevatech Nova returns@elevatechnova.com.

Upon receipt, the customer should immediately inspect products for damage. Freight damage claims can be extremely time sensitive, and therefore, Coastal Cruiser will not accept freight damage claims later than 7 days from Customer’s receipt of the Product.  The customer should note any damage to the products on arrival before the shipment is accepted.  The customer should also document any damage with photographs, and date the images whenever possible. Furthermore, the customer should keep all packaging and paperwork until the inspection process is complete.

You may return most new, unopened items within 7 days of delivery for a full refund of product cost (minus shipping).  Because the nature of our items can sometimes take a little bit to process, we always start return eligibility from the date of delivery. If the error is due to Coastal Cruiser, we will likely cover the cost of return shipping. If the error is not due to Coastal Cruiser, then the customer will likely cover the cost of return shipping. If there is not a return label in the initial shipment, please reach out to Elevatech Nova and we will create one for you. Elevatech Nova will not refund the original shipping fee provided as ‘free shipping’ to the customer.

Merchandise must be in unused condition, with all parts that came with the order and original packaging for a full refund.

Before a return is sent, the customer must have written approval of said return from Coastal Cruiser. If a customer sends a return without the written consent of Coastal Cruiser, a refund will not be issued, and the customer will have to pay shipping to get the item returned or sacrifice the item. 

Approved returns have their choice of store credit, exchange, or refund, subject to written approval.

Please note return processing can take on average anywhere from 10-30 days upon delivery back to us. Most times return refunds are processed between 14-21 business days.

Items that have been physically damaged or show signs of use and ware may be subject to a 25% restocking fee.

Refunds are issued to the original form of payment. If we cannot issue a refund to the original form of payment, we can gladly offer store credit or an exchange.

Misused or improperly cared for items (such as being left out in the elements, or signs of abuse) are not eligible for a refund.

If it's the fault of Coastal Cruiser, you will be fully credited, and items will be reshipped at Coastal Cruisers expense.

NOTE: ALL RETURN HAS TO CAME WITH THE ORIGINAL BOX. DESPITE OF ANY DAMAGE TO THE BOX. THE CUSTOMER WILL BE RESPONSIBLE FOR ANY EXTRA FEE OR WRAPPING FEE IS THE ORIGINAL BOX IS LOST OR THROWN AWAY.

For Customer Remorse:
If you purchased the wrong product, it doesn't fit, or you no longer want the item Elevatech Nova does not accept refunds or returns.

Dirwin:

For order cancellations: Elevatech Nova will not accept order cancellations.

For Defective Products: When the product is damaged by the carrier, Elevatech Nova will not accept refunds or returns.

For Customer Remorse: If you purchased the wrong product, it doesn't fit, or you no longer want the item Elevatech Nova will accept returns under the following conditions:

1.) Returns are FREE within 15 days from delivery only in the U.S. (Bike only)

2.) The Product must not be defective or damaged.

3.) To qualify for the return, the bike should be driven less than 15 miles which must be proven by the LCD screen mileage counter. 

4.) The Bike must be in good-as-new condition. No scratches, wear, dirt, odor, or other signs of use. All items received by the customer must be in the original Dirwin packaging.

5.) Written Approval Prior, from Dirwin, is required. Any unauthorized returns are not accepted. Returning a Bike without Dirwin’s prior consent means risking losing the bike. If you accidentally sent the Bike to us without consent, you must bear the shipping fee to get it returned to you.

Please contact Elevatech Nova returns@elevatechnova.com within the 15 allotted days and Elevatech Nova will notify Dirwin immediately. If the customer adheres to the items (1-4) listed above and the requirements are met, Dirwin will require the customer to reach out and start the return process. A stocking fee will not be required. Dirwin's customer service link: customerservice@dirwinbike.com

For Accepted Returns, Dirwin will provide the customer with the authorization and shipping labels. Please Ship immediately after receiving the details from Dirwin. After shipping, please provide Dirwin with the delivery tracking-number.

Upon Receiving your return Dirwin will organize a return or refund (using the same form of payment used to make the original purchase) the purchase amount to you within (2) Business days. If you do not receive the return after (2) days from approval, please check your bank and credit card accounts since it might take some time before the refund shows on your account. If after checking your account, you don’t see the return please contact Dirwin  at sales@dirwinbike.com and Dirwin will be glad to help solve the issue.

Ecotric:

For order cancellations: *Only accepted after consulting with Ecotric*. Provide Elevatech Nova a detailed explanation as to why the customer must cancel their unshipped order sales@ elevatechnova.com. Elevatech Nova will contact Ecotric immediately. Elevatech Nova will contact the customer within 48 hours to determine if cancellation is accepted by Ecotric. If Ecotric does not accept the explanation, the order cancellation will not be granted.

For Defective Products & Customer Remorse: When the product is damaged by the carrier, defective, wrong product, it doesn't fit, or you no longer want the product please report the issue to Elevatech Nova. We will contact Ecotric and start the process. Ecotric will contact the customer within 72 hours. If Ecotric does not contact the customer within 72 hours, please contact Elevatech Nova returns@elevatechnova.com.

The Ecotric Electric Bicycle Return Policy allows you to return or exchange your electric bicycle once within 30 days from the date of receiving the bike. Please provide photos and documentation if damaged by shipping carrier. Please note that we do not accept the return of the spare parts or accessories (except battery).  After the 30-day period expires, the product cannot be returned to Ecotric.

Once the return and exchange authorization are issued by Ecotric, the customer must follow these instructions: If the return is accepted, Ecotric will issue a pre-paid shipping slip to the customer by email. Print the return label and stick it on the box and take the package to the nearest UPS store. (If you need the pick-up service, please tell Ecotric, and we will arrange a return label with the pickup fee for you, but the customer will need to pay for this pick-up fee.) All returns must be repacked back into the original packaging when you send it back to us. The returned unit must be in like-new condition, include all original packaging, accessories, and documentation. The refund will be for the original price unless: there are missing components, shipping damage during ship-back. A deduction to original sales price will occur.

Once your return is received, Ecotric will process a refund within 2-3 weeks. The customer refund will be credited back to your original method of payment. Once the refund has been processed, it will take 7 to 10 business days for your bank to process the credit and apply it to your account. (Note: the customer must have written Return Merchandise Authorization (RMA) number from Ecotric. If the customer returns the product without it, a refund will not be issued, and the customer will have to pay for the shipping of return.)

If the unit purchase under a free-shipping promotion, there will not be a refund for shipping cost. However, the customer will have to bear the 20% restocking fee of the original price if the return is unrelated to quality, damages or wrong item but merely for a personal and discretional last-minute decision from the buyer. Returned units are subject to a 20% of inspection and restocking fee from the original price.

If the customer wants to cancel the order after the shipping label being created, the customer will have to bear the shipping cost.

Eunorau:

For order cancellations: Elevatech Nova accepts order cancellations prior to shipping out the order within 24 hours starting from the time the order was confirmed. Elevatech Nova will contact Eunorau immediately. Any order that gets canceled after 24 hours is subject to a 10% administration fee, whether your order has shipped or not. If the order has left the Eunorau warehouse, you (the buyer) will also be responsible for the return shipping fees. The shipping cost will be applied to the original card used in the transaction. sales@elevatechnova.com Moreover, to prevent loss or damage when returning, please do not reject the delivered ebike, and do receive the package first, then contact Eunorau by phone/email immediately, we will call UPS/FedEx to pick up door to door and take it back. The shipping cost will be deducted from the refund and be applied to the original card used in the transaction. There is no restocking fee.

Product must be received 100% new, resalable condition. Merchandise must not be assembled, ridden, worn, used, abused, damaged in any way. The merchandise must arrive complete, including warranty cards, manuals, accessories, promotional material, and in the original packaging.

For Defective Products: Customers will not be eligible for the 7-day return privilege unless bikes arrive with a serious, verifiable quality issue present upon initial delivery from shipping carrier. In such cases, please provide Elevatech Nova with photos and a detailed explanation returns@elevatechnova.com. Elevatech Nova will contact Eunorau and Eunorau will determine if an individual situation warrants a return. Elevatech Nova will follow up with the customer to determine the outcome. If it is determined the situation warrants a return, please phone (1-833-700-0988) / email info@eunorauebike.com Eunorau immediately. Eunorau will provide the customer with the next steps for receiving a shipping label, who pays for shipping, and returning the damaged product.

The merchandise must arrive complete, including warranty cards, manuals, accessories, promotional material, and in the original packaging. There is no restocking fee.

Once the return is received and inspected by Eunorau, Eunorau will send the customer an email to notify the customer they received the returned item. Eunorau will notify the customer of the approval or rejection of a refund. If the customer is approved, the refund will be processed, and a credit will automatically be applied to the credit card or original method of payment, within 5-7 business days.

If you haven’t received a refund after that time, first check your bank account again. Next, contact your credit card company, it may take some time before your refund is officially posted. If you’ve done this and you still have not received your refund yet, please Eunorau immediately. Phone (1-833-700-0988) / email info@eunorauebike.com

For customer remorse: If you purchased the wrong product, it doesn't fit, or you no longer want the item Elevatech Nova does not accept refunds or returns.

Velowave Bikes:

For Order Cancellations: Velowave accepts order cancellations prior to shipping out the order within 24 hours starting from the time the order was confirmed. Velowave will not accept cancellations after 24 hours from the time the order is confirmed. Customers must immediately contact Velowave bikes cs@velowavebikes.com. (Velowave cannot guarantee your order cancellation request will reach the shipping warehouse in time to stop your shipment) Once an order cancellation request has been approved by Velowave, Velowave will email the customer a cancellation notification email within 24 hours. The customer shall not send a return package to Velowave without receiving notification from Velowave. Velowave will reject all return shipments that are not scheduled to arrive, and the customer shall bear responsibility for shipment or loss. Requests to cancel an order or reject a package after shipment will incur a processing fee of 20% of the retail purchase price.

For Defective Products: The customer must provide Velowave photos/video of shipping damage in question immediately upon receipt of the product. Please contact Velowave customer service immediately cs@velowavebikes.com. Velowave will determine if evidence is grounds for full replacement and immediate shipment to a customer free of charge.

Note: the following situations will be seen as normal and will not apply to the free replacement or refund policy:

• Minor damage to the outer packaging.
• Minor scratches or paint loss on the product.
• Damage to parts or wearing parts after excessive use.
• Damage to parts or wearing parts after using for a certain while or a certain number of times.

Note: If an item is missing the missing item/accessory will be sent to the customer free of charge. If the wrong item was shipped, Velowave will either refund the customer in full or send an alternative product. Velowave will determine if the wrong product must be returned or not and Velowave will compensate the customer for return shipping. Please contact Velowave customer support cs@velowavebikes.com.

For Customer Remorse: For New/Unused e-bike products: Velowave allows you to return any item in new condition only within (14) days of order and a no restocking fee. A $200 shipping fee will be deducted from the refund total. The customer is responsible for safely returning the product back to Velowave in the original box along with the original contents. The customer must provide their own return shipping label. If a customer wants Velowave to provide a return shipping label, the customer must contact Velowave cs@velowavebikes.com. Velowave will send a return shipping label for a small fee. The customer must confirm with Velowave customer service team the shipping logistics to ensure the safety of the shipment. The customer must choose the signature confirmation service recommended by Velowave, and highly recommend shipping insurance for the return package. Velowave will not be responsible for any damage or loss arranged by the customer. To be eligible for a return, the product must meet the following criteria:

• Must be in like-new condition and free from dirt, dust, or fragrances.
• Must be in the original packaging (all cardboard and foam) and in the condition that you received it.
• Must include all items that were included inside the box (charger, keys, hardware, etc.).
• The ebike must be under ten (10) miles on the odometer.

For New/Unused accessory products: Velowave allows you to return any item in new condition only within (14) days of the order. A $20 shipping/restocking fee will be deducted from the refund total. The customer is responsible for safely returning the product back to Velowave in the original box along with the original contents. The customer must provide their own return shipping label. If a customer wants Velowave to provide a return shipping label, the customer must contact Velowave cs@velowavebikes.com. Velowave will send a return shipping label for a small fee. The customer must confirm with Velowave customer service team the shipping logistics before the shipment returns. Velowave will not be responsible for any damage or loss arranged by the customer. To be eligible for a return, the product must meet the following criteria:

• Any returned accessory or replacement part must be unused, free of wear and tear, dirt, dust, fragrance, or other signs of use.
• It must be sealed and unopened in the same packaging and condition you received it.

For Return of Used Items: Any items returned in a used condition may be returned within (14) days. A $200 shipping fee per item and a restocking fee of fifty percent (50%), of the retail purchase price, will be deducted from the refund total. The customer is responsible for safely returning the product back to Velowave in the original box along with the original contents. The customer must provide their own return shipping label. If a customer wants Velowave to provide a return shipping label, the customer must contact Velowave cs@velowavebikes.com. Velowave will send a return shipping label for a small fee. The customer must confirm with Velowave customer service team the shipping logistics to ensure the safety of the shipment. The customer must choose the signature confirmation service recommended by Velowave, and highly recommend shipping insurance for the return package.

Non-returnable/non-refundable Items:

• Velowave does not accept returns for an ebike that has been delivered for more than (14) days or has been used for more than (10) miles.
• Used products, batteries, special orders, sale items, and gifted orders shall not be returnable except in extreme cases of breakage/malfunction covered by our warranty.

Refunds:
The customer must understand that any order that used a discount code will have the entire discount code value subtracted from the total refund value. Once the warehouse receives the returned product (s) and has verified it meets Velowave return criteria, Velowave will deduct any applicable fee and process/send all remaining refunds using the customer’s original payment method. Refunds will be issued within (3) business days.

Note: Customers are encouraged to check with their credit card company/bank if a refund has not been posted within said (3) business days. If a refund has not been posted after (10) business days, please contact Velowave customer support cs@velowavebikes.com.