Currently, we are able to securely process payments from American Express, Discover, Diner’s Club, JCB, Visa, Venmo, MasterCard, PayPal, Apple Pay thanks to secure payment processing from Stripe. Additionally, we have a financing partnership with Klarna. Be sure to choose Klarna at checkout to apply for financing options for your e-bike to pay over installments.

You can have direct access to Klarna financing through our partnership with Klarna. Now, you can pay for your next e-bike with installment payments after being approved for financing. Be sure to select Klarna at checkout and you will be taken to their secure payment process.

Due to exceeding the designated shipment weight, we typically arrange separate
shipments for such orders. Consequently, the individual items may arrive on
different days and at different times. We kindly request your understanding and
urge you to monitor the status of your items through your orders window or your
email. If you encounter any difficulties in locating your items, please do not
hesitate to reach out to our customer support team for assistance.

We kindly request that you reach out to us before your order is dispatched. Please be aware that once an order has been shipped, it cannot be altered or canceled.
If you find it necessary to cancel an order that has already been shipped, we recommend refusing to accept the package upon delivery. Please note that a $150 shipping charge per item will be incurred, and we will process the refund after the returned package reaches us.

If you have received a promotional code from a YouTuber or another website, please be aware that discount codes typically come with a one-month validity period. After this period expires, the product will be available for purchase at its original price.

If you encounter difficulties with your coupon code, it is probable that it has expired. We kindly request that you utilize the coupon within its designated usage time frame.

For items eligible for returns in their original, unopened, and unused condition, and provided that the eBike has been driven for less than 10 miles, a refund will be issued. Please note that, in the case of non-defective or no-longer needed products, a shipping fee of $200 per unit will be deducted from the refund
amount.

We offer refunds for non-defective or no-longer-needed products within a 30-day window from the date of purchase. To be eligible for a refund, the product must meet the following criteria:
1. The item should be in its original, unopened packaging.
2. The product must be unworn and unused.
3. The electric bike (e-bike) should have accumulated fewer than ten (10) miles on the odometer.
Please note that when issuing a refund for non-defective or no-longer-needed products, a shipping fee of $200 per unit will be deducted from the refund amount.

To start a return, you can contact us at support@rundeer.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Rundeer is not responsible for the shipping cost of the package returned by the customers themselves

Return Processing: Most returns are processed within 5 business days from the date we receive your package. Please allow an additional 3-5 days for the return package to reach us, making the total return processing time approximately 10-15 days.

Credit Card Refunds: If you have opted for a refund to your credit card, the complete process may require 7-14 business days. The initial step involves us initiating the refund to your card’s bank within 48 hours. However, please be aware that your card’s bank may take an additional 7-14 business days to transfer the funds to your bank account. Please note that the speed of this transfer is determined by your card’s bank, and we have no control over it.

Please contact customer service if you want to change the address. We will try to help you with that. Customers need to pay an extra $20 per item for changing their address.

No, currently, we are only capable of shipping to the Contiguous United States.

In-stock orders typically ship within 1-3 business days, unless otherwise noted on the product page. Please allow 2~8 business days for your shipment to arrive at your address. For pre-orders, please refer to the shipping date on the product page. A shipping confirmation email will be sent to your email once the order has shipped.

Currently, we are only able to offer standard shipping services to our United States customers. If you are in need of any order or delivery adjustments, please contact: support@rundeer.co

If you need to make changes to your delivery, please contact: support@rundeer.co

Prior to contacting us, we kindly recommend reaching out to your neighbors as a first step. Alternatively, you may inquire with the shipping company by referencing
your tracking number. If it's feasible, we would greatly appreciate it if you could review and share any surveillance video footage you have available, as this may assist us in resolving any issues you may encounter.

What if the package is broken/the item scratches when arrived?

Due to FedEx's failure to deliver the bike as required during transportation, parts of the wear and scratch may cause by the parts crashing together, although we have packed all the parts to prevent these situations as much as we can. Please send us the related pictures or videos which would help us check the condition and solve the problems.