Cancel Order
Because we process orders quickly, you must cancel your order within one day of placing it. We will not be able to cancel the order if it has been submitted to the warehouse. If necessary, please see the Return Policy below for return terms and instructions for returning your order for a refund.
Cancel Success
Card Processing Fee: After successfully canceling the order, we will deduct 5% of the merchant card processing fee from your refund. (Customer's card processing fee is waived for exchanges.)
To cancel your order, please follow these steps:
-
Log in to your account on our website.
-
Once logged in, navigate to the "My Account" section.
-
Under the "Order Details" section, find the specific order you want to cancel.
-
Please note that the cancellation request is only valid after the order is placed but before the order is submitted to the warehouse.
-
Click the "Cancel Order" button to initiate the cancellation process.
Return Request
All returns must be approved before being shipped back to us. Once your return cancellation request is approved, you will receive a prepaid return shipping label with puckipuppy's prior authorization. We will not issue a refund if a product is returned without our approval. Puckipuppy rejects all unscheduled arrivals. To begin the process, please send us an email (421 S.BROOKHURST ST. SUITE 1312ANAHEIM, CA 92804， support@puckipuppy.com) and attach a photo of the product.
Return The Goods
Customers can submit a return request within 15 days of delivery at support@puckipuppy.com. Return requests submitted 15 days after the delivery date will not be approved.
New and Unopened Items Returns Within 15 Days of Received: We allow you to return any item in new and unused condition within 15 days of receipt for a full refund with no restocking fees, just Less shipping ($150) and merchant card processing fee (5%), return shipping is the recipient's responsibility for all returns unless we make a shipping error. We will issue a refund using the same payment method you originally used.
Returns of Used or Opened Items: Any item returned in used condition may be returned within 15 days of purchase, subject to return shipping ($150) and twenty percent (20%) of the purchase price for restocking fees, and a merchant card processing fee (5%). Items must be free of any wear, dirt, scratches or any signs of use, must be in the same packaging and condition as when you received the bike, and must contain all contents of the box. The e-bike must have less than twenty (20) miles on its odometer.
Return Shipping: You will be responsible for paying your own shipping costs for returning the item. Shipping charges are non-refundable.
Exchange
Model swap only applies to e-bikes. If you want to change to another model, you can contact our customer service in advance to place a new order for the required model and return the original order. All exchange requests are subject to our return policy and receive pre-approval notification via email from our customer service team. Please note that free shipping does not apply to replacement bikes.
Refund
The final refund amount may be deducted from the original order's restocking fee, return shipping and credit card processing fees. For return orders, refunds will not be approved until the return package is successfully delivered and inspected by the warehouse. Customers will be notified by email and will receive a refund of the original method of payment. Please note that the bank or credit card company may take up to 15 additional days to process the refund.
