Shipping, Returns and Refunds

Shipping policy

  Order process

  1. For all purchases, including pre-orders and backorders, your credit or debit card will be charged immediately. Payment will be collected without delay, regardless of the expected shipping date.

  2. Please double-check your order for accuracy before finalizing your purchase, as cancellation fees may apply.

  3. Shipping and delivery times can vary. Typically, orders for in-stock items will be processed within 1-3 business days. We appreciate your patience, as we strive to process and ship your order as quickly and safely as possible.

  4. Once your order is processed, you will receive a confirmation email with shipment tracking information. Please note that the delivery date provided is an estimate. For real-time updates, feel free to 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. Changes requested after shipping cannot be accommodated.

  3. After placing your order, verify that the product(s) you ordered are correct. If you have any questions or need to make adjustments, please reach out to us.

  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 cannot make any changes to delivery details, including address modifications, once your order is placed. If there is an error in your delivery address, contact us directly as soon as possible.

Cancellation/14-Day Returns Policy

At Kasen Electric Bikes, we are committed to ensuring your satisfaction. To facilitate a quick and straightforward return or cancellation process, please refer to the guidelines below:

Order Cancellation 

If you wish to cancel an order that has already shipped or ships before we receive your cancellation request, a 20% restocking fee will apply. We cannot guarantee that your cancellation request will reach our shipping warehouse in time, so please inform us of your intent to cancel as early as possible. The best way to notify us is by emailing kasenbikecustomerservice@gmail.com. Restocking fees will be calculated on a per-item basis, depending on whether your cancellation request prevented the shipment of that specific item. Refunds will be issued to the original payment method used to place the order.

Returns of Unused Equipment 

Unused bikes, parts, and accessories can be returned within 14 days of receipt by contacting us at kasenbikecustomerservice@gmail.com. To qualify for a return, the bike must be unused, free from dirt or dust, and in the original packaging and condition. The box must remain sealed and unopened. Please return the product in its original box. A 20% restocking fee will apply. Note that original shipping charges are non-refundable, and customers are responsible for shipping costs both ways if they choose to exchange an item.

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
  • Gift orders
  • Products showing wear


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

Returns of Defective Equipment 

Defective products are covered by our warranty policy. Please contact Kasen to initiate a warranty claim.

Before returning any item, you must obtain written approval from a Kasen associate. Returns sent without this written consent will not be refunded, and the customer will be responsible for return shipping.

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 inform us as soon as you send your return by emailing KasenBikeCustomerService@gmail.com. If possible, include your tracking number.