We know these are difficult times for everyone, and we have been beyond grateful for the positive messages we have received from the e-JOE Bike community. Because the situation is complex and constantly developing, our delivery times may not be as consistent as we aim for them to be. Unfortunately, shipping carriers have been experiencing delivery delays due to COVID-19, which in turn impacts our operations. We do everything we can to make sure your orders are delivered to you as quickly and as safely as possible. We appreciate your patience and understanding!
e-JOE orders are shipped with Standard Delivery via FedEx, UPS, Less-Than-Truckload Services (LTL), or USPS Priority. We will provide you with a tracking number to monitor the progress of your order. Please, be advised that the driver is not required to deliver the item inside your home. Inside-delivery incurs additional charges and may not be available for certain locations.
Please, carefully inspect your order upon delivery to ensure the merchandise is not damaged. If you encounter a problem, please do one of the following:
FOR VISIBLE DAMAGE:
If a package shows visible signs of damage, open the box to check the contents, and ask the driver to inspect the contents with you. If the product damage is confirmed, write a precise description of the damage on both your copy and the freight carrier’s copy of the delivery receipt. Take photos or videos to support the case. If you believe the merchandise is damaged beyond repair, either contact us immediately for instructions or refuse the delivery.
FOR CONCEALED LOSS OR DAMAGE – NO VISIBLE DAMAGE TO THE PACKAGING:
After delivery, unpack, and inspect your shipment. Should you discover concealed loss or damage, contact your respective dealer or us immediately. The carrier reserves the right to arrange an inspection; therefore, please keep the product and packing materials as they were when you first discovered the loss or damage.
e-JOE will repair or replace the parts damaged during shipping at its sole option, provided that such damage is documented on the bill of lading and reported to the dealer or e-JOE within the first 7 days after delivery. It is the customer’s responsibility to inspect the box and the product at the time of delivery, take pictures of any damage and keep all packaging and paperwork until the damage claim process is complete.
If you would like to learn more about cancellations, exchanges, or returns, please, refer to our Shipping Policy.