Shipping policy

This policy applies to orders placed directly through letrigo.com. Delivery dates are estimates unless we expressly identify a date as guaranteed. We will not reduce any cancellation, refund, or delivery rights that cannot be waived by law.

Where we ship

We currently ship eligible products to addresses in the contiguous United States and Canada. Availability may vary for Alaska, Hawaii, U.S. territories, remote Canadian regions, islands, P.O. boxes, and military addresses because e-bikes and lithium batteries require specialized carriers. Contact Customer Support before ordering for these destinations.

We do not ship e-bikes or lithium batteries to P.O. boxes. We may decline or cancel an order when no safe and lawful carrier service is available, in which case we will provide a prompt refund.

Processing and estimated transit times

Stage	United States	Canada
Order processing	Usually 3–5 business days	Usually 3–5 business days
Estimated transit after carrier pickup	Usually 5–8 business days	Usually 6–10 business days

Business days exclude weekends and public holidays. High-volume periods, remote destinations, weather, wildfire, labor disruptions, customs, dangerous-goods restrictions, and carrier capacity may affect timing. The order confirmation or product page may provide a different estimate for preorders, backorders, or special items; that disclosed estimate controls.

Shipping charges

E-bikes: standard shipping is free where shown at checkout.
Accessories shipped within the contiguous United States: orders under US$200 are normally charged US$19.99; orders of US$200 or more normally receive free standard shipping.
Accessories shipped within Canada: standard shipping is currently free where shown at checkout.

The final shipping charge shown at checkout controls. Special handling, remote-area service, requested expedited service, or freight services may carry an additional charge that will be disclosed before payment or separately approved by you.

Taxes, duties, and brokerage

Applicable sales taxes are calculated or displayed at checkout when required. Any import duty, brokerage fee, or government charge not expressly shown as included at checkout is the customer’s responsibility. If we learn before shipment that a material mandatory charge was not properly disclosed, we will contact you and obtain consent before proceeding or allow cancellation for a full refund.

Order confirmation and shipment

An order confirmation acknowledges that we received your order; it does not guarantee acceptance or inventory. We may verify payment, address, inventory, and fraud-risk information before shipment. Acceptance occurs when we send a shipping confirmation or otherwise begin performance. If we cannot accept an order, we will notify you and refund any amount collected.

You will receive tracking information when available. Tracking may take up to 48 hours to show carrier movement. Large e-bikes may arrive separately from accessories or promotional items.

Delivery method and receiving your order

E-bikes and oversized products may be delivered by parcel or freight carrier. Signature, adult signature, appointment, curbside delivery, or photo identification may be required. Unless otherwise stated, freight delivery is curbside and does not include indoor delivery, assembly, packaging removal, or stair service.

Inspect the carton, pallet, and security seals before signing.
If damage is visible, note it on the carrier’s delivery record when possible and photograph the condition.
Do not discard the carton, pallet, foam, labels, or protective materials until the product is inspected and operating correctly.
Do not ride a bike that appears structurally or electrically damaged.

Address changes and customer-caused delivery issues

Check the shipping address before placing your order. Contact us immediately if a correction is needed. We cannot guarantee changes after fulfillment begins. Additional charges caused by an incorrect or incomplete address, missed appointments, repeated delivery attempts, unauthorized refusal, or a customer-requested carrier redirect may be charged at the carrier’s actual reasonable cost, except where the issue is ours or law provides otherwise.

For fraud prevention, we may require an address change to be confirmed by the payment provider or may cancel and refund the original order so you can place a new order.

Delays, preorders, and backorders

If we cannot ship within the time promised—or, when no shipment time was stated, within the period required by applicable law—we will provide a delay notice with a revised estimate and available choices. Depending on the length and circumstances of the delay, we will request any consent required by law or allow you to cancel the unshipped item for a prompt refund.

For preorders and backorders, the product page or order confirmation will identify the expected availability window. We will not substitute a materially different product without your consent.

Lost, misdelivered, or stolen packages

If tracking shows no delivery or a package appears lost, contact us promptly so we can open a carrier investigation. If tracking shows delivered but you cannot locate the package, check the delivery location, household members, neighbors, building staff, and carrier notices, then contact us as soon as possible—preferably within 48 hours.

We review delivery scans, photographs, signatures, GPS data where available, package weights, and other evidence. When a shipment is confirmed lost or misdelivered before risk lawfully passed to the customer, we will provide the remedy required by law. We may require a signed statement or police report when there is reasonable evidence of theft or fraud, but we will not impose an unreasonable requirement that prevents a legitimate claim.

Shipping damage, missing parts, and incorrect items

Report visible or concealed damage, missing parts, or an incorrect item as soon as possible—preferably within 7 calendar days after delivery—and keep all packaging. Provide the order number and clear photographs or video when reasonably available. Prompt notice protects carrier claims; it does not eliminate non-waivable warranty or statutory rights.

Lithium batteries

Lithium batteries are regulated dangerous goods and may require ground service, special packaging, labeling, and carrier approval. Never return or forward a battery without written instructions from Letrigo. Damaged, swollen, leaking, unusually hot, or wet batteries must not be charged, used, or shipped; move away from combustible materials if it is safe to do so and contact Customer Support for instructions.

Risk of loss and legal rights

Risk of loss transfers only as provided by applicable law. No provision in this policy shifts to a consumer a risk that the law places on Letrigo or the carrier. United States and Canadian customers retain all non-waivable delivery, cancellation, refund, and consumer-protection rights.

Seller and policy administrator: Letrigo Mobility, Inc

Corporate mailing address: 1401 21st St Ste R, Sacramento, CA 95811, United States

Email: support@letrigo.com

United States customer support: 509-885-6123

Canada customer support: 250-884-6503

Support hours: Monday–Saturday, 9:30 a.m.–5:30 p.m. Pacific Time, excluding holidays