Shipping policy

 When will my order be processed?

We process orders between Monday and Friday. Orders will be processed within 3-5 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends.

Please allow extra time for your order to be processed during holidays and sale seasons. Orders are typically received within 12-14 business days due to distance traveling and customs.

The Bolt, Surron, D7 & Classic will be received 40-50 days from time of placing the order.

If you need to change or cancel your order, please contact us immediately. Once your order has been processed, we will be unable to make any changes.

Why am I receiving my items in separate packages?

It is normal for our items to come in separate packages. In order for us to provide you with the quickest shipping speeds, we house our products in different warehouses. 

*All shipping times exclude clearance/customs delays

Will I be charged with customs and taxes?

The prices displayed on our site are tax-free in Australian Dollars, which means you may be liable to pay for duties and taxes once you receive your order.

Import taxes, duties and related customs fees may be charged once your order arrives at its final destination, and are determined by your local customs office.

Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of the charges, please contact your local customs office.

Tracking your package:

Once your order has shipped you will receive an email from us with a tracking number and link to track your order. Please navigate to our tracking page.

•  Manufacturer Faults: If there’s a defect or issue straight from the factory.
•  Original Owners with Receipts: Keep your proof of purchase handy, and we’re good to go.

What We Can’t Cover:

•  Rough Riding & Misuse: Any mishaps from impacts, collisions, or stunts.
•  Mother Nature: Damage from water, floods, fires, storms, or other natural forces.
•  Exposure Issues: Things like rust, stains, or other wear from the elements.
•  Foreign Debris: Objects or materials causing internal damage.
•  DIY & Unapproved Fixes: Repairs, installs, or services done by non-authorized providers.
•  Freight & Shipping: Opt for shipping insurance at checkout if you need peace of mind.
•  Wear & Tear Items: Normal-use parts like tyres, tubes, bearings, brake pads, seats, and other perishables.
•  Missed Maintenance: Skipping scheduled services from the manual (check out our manual here!).
•  Mods & Add-ons: Altering your bike from its original setup or adding non-Cooly-approved parts.
•  Giveaway Products: Items won through giveaways or contests aren’t covered.

Warranty Coverage – One Year:

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

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at connect@coolybikes.com. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at connect@coolybikes.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at connect@coolybikes.com.