Shipping policy

1. Order Processing Time

Most in-stock orders are processed within one business day after the order is placed. Business days are Monday through Friday, excluding U.S. federal holidays. Orders placed on weekends or holidays will normally be processed on the next business day.

Order processing refers to the time required to verify, prepare, and pack your order. It does not include the time your package is in transit with the carrier. Processing may take longer during major promotions, holidays, periods of unusually high order volume, or when additional order or address verification is required. Once your order has shipped, you will receive a shipping confirmation email containing the available tracking information.

2. Estimated Delivery Time

After an order has shipped, delivery to most addresses within the contiguous United States typically takes 3–7 business days. Delivery estimates begin when the carrier accepts the shipment. They do not begin on the date the order is placed.

Delivery dates are estimates and are not guaranteed. Weather conditions, carrier disruptions, peak shipping periods, road closures, natural disasters, and other circumstances outside our reasonable control may affect delivery times.

3. Shipping Areas

We currently ship to eligible residential and commercial addresses within the 48 contiguous United States.

We do not currently ship to:
Alaska
Hawaii
Puerto Rico
Guam
The U.S. Virgin Islands
The Northern Mariana Islands
Other U.S. territories or remote islands
APO, FPO, or DPO military addresses
International addresses
P.O. boxes

Shipping restrictions may apply because of carrier requirements and regulations governing the transportation of lithium-ion batteries.
Addresses outside our delivery area cannot be selected at checkout.

4. Shipping Fees

 

We provide free standard shipping on eligible orders delivered within our shipping area.

Free standard shipping does not include costs resulting from:
An incorrect or incomplete delivery address
An address change requested after shipment
Refusal of delivery
Repeated unsuccessful delivery attempts
Reshipping an order that has been returned to us

If an additional charge applies, we will notify you before collecting the fee or reshipping the order.

5. Carriers and Separate Shipments

We use third-party carriers selected according to the delivery address, package size, product type, and carrier availability. Orders containing multiple products or accessories may arrive in separate packages and on different dates. If an order is divided into multiple shipments, you may receive more than one tracking number.

There is no additional standard shipping charge when we divide an eligible order into multiple shipments. Some high-value or oversized shipments may require a signature at delivery.

6. Order Tracking

Once your order ships, tracking information will be sent to the email address provided at checkout. Tracking information may take 24–48 hours to update after a shipping label is created. Carrier tracking pages display the latest information available from the carrier and may not update in real time.

You can track your order at our tracking page: ecliogo.com/apps/17TRACK.

7. Address Changes and Order Cancellations

Please review your shipping address carefully before placing your order. If you need to change your address or cancel an order, contact us as soon as possible at support@ecliogo.com. We will make reasonable efforts to accommodate the request, but we cannot guarantee changes or cancellations after an order has entered processing.

Once an order has shipped, it cannot be canceled. Any return after shipment is subject to our Return and Refund Policy. Eclio is not responsible for delivery delays or additional charges caused by an incorrect or incomplete address provided by the customer.

8. Shipping Delays, Preorders, and Backorders

Products identified as preorders or backorders may have different estimated shipping dates. Any available estimate will be displayed on the product page or communicated before shipment. If we are unable to ship your order within the timeframe originally stated, we will notify you and provide a revised estimated shipping date.

You may choose to accept the revised shipping date or cancel the affected unshipped item for a full refund. If we are unable to fulfill an order, we may cancel it and issue a full refund to the original payment method.

9. Failed Delivery and Returned Packages

Customers are responsible for providing a complete and accurate delivery address and for making reasonable arrangements to receive the shipment. If a package is returned to Eclio because of an incorrect or incomplete address, refusal of delivery, or repeated unsuccessful delivery attempts, we will contact you to discuss the available options.

Additional shipping or address-correction fees may apply before the order can be shipped again. Any applicable fee will be disclosed to you in advance.

10. Damaged Packages or Missing Items

Please inspect the package and product as soon as possible after delivery. If the package arrives visibly damaged, take clear photographs of the outer packaging, shipping label, internal packaging, and damaged product before discarding any materials. Purchase of shipping protection is recommended.

Contact support@ecliogo.com within 7 days of delivery and provide:
1. Your order number
2. A description of the problem
3. Photographs or videos of the package and product
4. A photograph of the shipping label
5. Details of any missing items or components

Please keep all original packaging until the claim has been reviewed. Do not assemble, charge, or ride an e-bike if you believe it was damaged during transportation. We will review the information and work with the carrier to determine the appropriate resolution.

11. Lost Packages or Packages Marked as Delivered

If tracking shows that a package was delivered but you cannot locate it:

1. Check the delivery area, garage, front desk, mailroom, and other safe locations around the property.
2. Ask household members, neighbors, or building staff whether they accepted the package.
3. Allow up to 24 hours, as some carriers may mark a package as delivered shortly before completing delivery.
4. Contact the carrier using the tracking number.
5. Contact Eclio at support@ecliogo.com if the package still cannot be located.

If a shipment appears to be lost in transit, contact us with your order number and tracking information. We will work with the carrier to investigate and advise you of the next steps.

 

12. Contact Us

For questions about shipping or delivery, please contact:
Email: support@ecliogo.com
Phone: +1 (347) 231-0246