Cooly Grom

🚚 Cooly Bikes Shipping Info

When will my order be processed?
We get moving pretty quick! Orders are processed Monday to Friday (no weekend shipping, we ride then too 😎). Once you place your order, give us 1–3 business days to process it, then we’ll ship it out the next day.

During busy periods like holidays or sales, things might take a little longer, appreciate your patience!

When will I get my order?

• 5-10 business days, depending on your location.
  
• Bolt, Breeze, Rerode or Surron, these are special order items and take 40–50 days from the date of purchase to arrive, trust us, they’re worth the wait.
  

Need to make a change?
If you need to change or cancel your order, let us know ASAP. Once it’s been processed and packed, we won’t be able to make any changes.

Why did my order arrive in separate packages?
No stress, it’s normal. To get your gear to you as fast as possible, we ship from different warehouses depending on stock.

Note: All shipping timeframes exclude any customs or clearance delays.

Tracking your order:
As soon as your gear leaves the warehouse, we’ll shoot you a tracking link so you can follow it all the way to your driveway. You can also check it out anytime here:

👉 Track Your Order

🛠 Warranty Info – The Cooly Way

We’ve got your back for 12 months on the big stuff:

• Motor
• Controller
• Battery
• Charger
• Flywheel
• Display
• Speed Control Switch

Just make sure you're the original owner and have your proof of purchase handy — easy!

✅ What’s Covered

Manufacturer Faults – If something’s gone wrong straight from the factory, we’ll sort it.

🚫 What’s Not Covered

We’re chill, but here’s where things get tricky:

• Crashes, stunts, or impacts aren’t covered. Ride it, don’t launch it.
  
• Floods, fires, storms, or water damage – not cool, but not covered.
  
• Rust, stains, or damage from being left out in the wild.
  
• Dirt, sand, or anything funky causing internal damage.
  
• Repairs or installs not done by an authorised Cooly tech.
  
• Add shipping insurance at checkout if you want extra peace of mind.
  
• Think tyres, tubes, bearings, brake pads, seats, these wear out over time.
  
• If it’s in the manual, it matters. Give it a look!
  
• Any tweaks or parts not Cooly-approved can void your warranty.
  
• Prizes are epic, but they don’t come with warranty cover.
  

🔄 Cooly Bikes Return Policy

We get it, sometimes things don’t work out. That’s why we’ve got a 5-day return policy. You’ve got 5 days from the time your order lands to let us know if you want to return it.

To be eligible, your item needs to be:

✔️ In the same condition you got it

✔️ Unused, with all tags attached

✔️ In its original packaging

✔️ Proof of purchase handy

Want to start a return?
Shoot us an email at connect@coolybikes.com and we’ll take care of the rest. If your return is approved, we’ll send you the shipping label and return instructions.

⚠️ Quick heads up: If you send something back without chatting with us first, we won’t be able to process the return, and any return shipping costs will be on you.

Questions about returns?
Always happy to help — drop us a line at connect@coolybikes.com

🚨 Damaged or Wrong Item?

Check your order when it arrives and let us know straight away if something’s not right whether it’s damaged, faulty, or just not what you ordered. We’ll sort it.

🚫 What Can’t Be Returned?

Some stuff’s a no-go for returns, including:

• Custom or personalised items
• Sale items or gift cards
• Used Items

Not sure if your item qualifies? Just ask!

🔁 Need to Exchange?

The quickest way is to return your original item and place a new order once the return is approved.

💰 Refunds

Once your return arrives and we’ve given it a once-over, we’ll confirm whether it’s all good. If approved, your refund will be processed back to your original payment method within 10 business days.

Just a heads up, it may take a few more days for your bank or card provider to clear it on their end.

If it’s been more than 15 business days since we approved your return and you haven’t seen your refund, hit us up at connect@coolybikes.com