Shipping, Returns and Refunds

Shipping policy

  Order process

  1. For all purchases, pre-orders and backorders, your credit/debit card will be charged immediately. There will be no delay in payment collection, regardless of when the item is expected to ship.

  2. Be sure to confirm your order is correct before completing the purchase, as fees will apply for any cancelations.

  3. Shipping and delivery times may vary. Typically, orders for unstuck items will be processed within 1-3 business days. We appreciate your patience as we are always committed to processing and shipping your order as quickly and safely as possible.

  4. Once your order has been processed, you will receive a confirmation email with shipment tracking information. This is just an estimate of your delivery date, for more real time updates, please contact FedEx directly.

  Order/shipping changes

  1. If you would like to change/cancel your order, you must do so prior to your order being shipped.

  2. Any change requested after order has shipped are not acceptable.

  3. After placing an order, be sure to verify that the product(s) you’ve ordered is (are) correct. Please contact us if you have any questions or need to make changes to your order.

  4. If your bike has already shipped and you have a FedEx tracking number, please contact FedEx to arrange any special requests or delivery instructions. Kasen Bikes is unable to make any delivery changes and/ or special arrangements, including address changes, AFTER your order has been placed. If your order’s delivery address has an error, please contact us directly as soon as possible.

Cancellation/14-Day Returns Policy

Kasen Electric Bikes is dedicated towards keeping our customer satisfaction the best it can be. To ensure a quick and simple return or cancellation, please follow our comprehensive guide below:

Order Cancellation 

Cancellation of orders that have already shipped out, or which ship out prior to the cancellation instruction reaching the relevant warehouse employee in time to halt shipment, will be subject to a 20% restocking fee. We can't guarantee that your order cancellation request will reach the shipping warehouse in time to halt the shipment, so please notify us as early as possible of your intention to cancel your order. The best way to notify us would be to email kasenbikecustomerservice@gmail.com as soon as possible. We will calculate restocking fees on a per-item basis, with regard to whether the cancellation request resulted in the shipment of that particular item being halted. Refunds will be made to whichever payment method placed the order.

Returns of Unused Equipment 

Unused bikes, parts, and accessories may be returned within 14 days of your receipt of the products by contacting us through the kasenbikecustomerservice@gmail.com email. To be eligible for a return, the bike must be unused, free from dirt, dust, and be in the same packaging and condition that you received it. The box must be sealed and unopened. Please ship your bike back in its original box. Subject to a 20% restocking fee. Original shipping charges are non-refundable. Customer pays to ship both ways if they wish to do an exchange.

Sale/Refurbished Bicycle Return Policy 

Sale merchandise and refurbished bicycles are sold “as is” and are not eligible for return.

Non-returnable items include, but are not limited to:

  • Used, Undamaged Equipment
  • Batteries
  • Special orders
  • Gifted orders
  • Products that show wear


*If non-returnable items are returned without authorization from our Customer Support team, they will be returned to the customer immediately and the customer will be notified. Restocking fees may apply to unauthorized returns.

Returns of Defective Equipment 

Defective products are covered by our warranty policy. Contact Kasen to get started with a warranty claim.

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

If your approved return passes our inspection, you may receive an exchange, store credit, or a refund. Please address your return to:

Kasen Electric Bikes
c/o Return - #Order Number
4560 Eucalyptus Ave. Suite A
Chino, CA 91710, US

*Please notify us as soon as possible after you send your return by emailing KasenBikeCustomerService@gmail.com. If possible, please provide a tracking number.