SHIPPING & RETURNS

Shipping & Return Policy

Updated: 31 March, 2022

Shipping Rates

Shipping costs for all our Cargo Bikes in the continental United States is a flat $199!

  • If you live in a limited access area (an island that requires a ferry, for example) there may be an additional shipping charges. 
  • Los Angeles Area: We gladly offer White Glove experience within 100 miles from our Headquater.
    •  No uncrating/packing materials to  deal with;
    •  Personlized Orientation session.
  • Alaska: We DO ship to Alaska!
  • Hawaii: We DO ship to Hawaii!
  • International Shipping: We DO ship Internationally!
    • Please inquire about international shipping, we may have to apply an additional charge.
    • Please note: International shipments may be subject to customs, taxes and import fees as well as regulatory documents required by your country. These are the total responsibility of the customer, and you should enlist the services of a local customs broker to assist you in importing your bike. In some cases, Ferla Bikes may only be able to deliver to the nearest port, and you will need to arrange pickup or inland delivery from the port yourself.

Shipping Time

  • In-stock items typically ship within 3-5 business days depending on your location.
    • This only includes accessory orders, disassembled bike orders, and/or outlet bike models that have already gone through the assembly process.

Please view our map for the estimated delivery timeframe

 

The following exceptions will require extended shipment/handling and/or delivery times:

  • Assembly package;
  • Products that are temporarily out of stock;
  • Products that must be special ordered;
  • Products requiring special attention in adherence to legal and/or delivery service guidelines;
  • COVID-19 related exceptions and delays.

Under such circumstances, you will be emailed regarding the specifics of your order. We will notify you of any further delay in the shipment of your order.

WITH THE ASSEMBLY PACKAGE:

We deal with the headache so you can get back to what you love - your family! 

With this option, the bike comes to you fully assembled – all you need to do is unpack! This service will cost you an additional $300. 

  • Please allow 4-10 business days for your bike to complete the assembly. This process includes:
    • The Assembly of your Ferla, the Quality Control Test & the final inspection.
    • Upon the successful completion of the Assembly process, we will prepare your Ferla for shipping by carefully packing it into an individual crate.
    • We will then schedule the delivery and provide the tracking information along with a set of manuals for your Ferla Cargo Bike.
    • Once shipped it usually takes 5 - 10 business days to arrive at your destination.
You will receive an email confirmation once your bike has been shipped fully assembled.

     

    RETURNS 

    • To return a Ferla Cargo Bike that is not defective or damaged, you must contact Ferla Bikes within fourteen (14) days of your delivery day;
    • You must receive a prior return authorization from the Ferla Bikes;
    • Customers pay for the shipping & handling fees;
      • Upon client request, Ferla Bikes may assist at its sole discretion with the return process by leveraging our preferred volume shipping rates and extending the preferential rate to our clients.
    • The Ferla Cargo Bike must have less than ten (10) miles on the odometer;
    • The Ferla Cargo Bike must be free of any wear and tear, dirt, dust, fragrance, or any other signs of use;
    • The Ferla Cargo Bike must be in the same packaging (transport crate) and condition that you receive it in;
      • To help minimize the risk of any damage at the hands of commercial carriers, Ferla Cargo Bikes are bubble-wrapped and shipped in individual wooden crates. In case of a return, the Bike should be carefully crated and packed as you received it. Please do not throw away or recycle the crate prematurely as we are unable to supply a replacement for the return shipping.
      • Ferla Bikes is not responsible for any damage(s) to the bike during shipping to/ from our clients.
    • The Ferla Cargo Bike must include all items that were inside the box (charger, keys, hardware, accessories, etc.);
    • Returns are not allowed after fourteen (14) days of the delivery date.

    PURCHASED, BUT NOT SHIPPED:

    • Customers have 24 hours to cancel/edit the order;
      • Please contact the Customer Service if you have any concerns or questions regarding your order (info@ferlafamilybikes.com)
    • Cancellations that are made after 24 hours, after the order transfers to the production stage, will be processed withholding a 15% cancellation fee;
      • A 15% cancellation fee is not refundable for several reasons: most notably the fact that the order had already gone to the production stage and the company had spent various resources and time to fulfill the order.

     ACCESSORY/REPLACEMENT-PART ORDERS:

    • To return accessory/part that is not defective or damaged, you must contact Ferla Bikes within thirty (30) days of your receipt of the cargo bike;
    • You must receive a prior return authorization from the Ferla Bikes;
    • Customers pay for the shipping & handling fees. 
      • Upon client request, Ferla Bikes may assist at its sole discretion the return process by leveraging our preferred volume shipping rates and extending the preferential rate to our clients.
    • The item must be free of any wear and tear, dirt, dust, fragrance, or any other signs of use;
    • The item must be in the same packaging and condition that you receive it;
    • Returns are not allowed after thirty (30) days of the delivery date.

    NON-REFUNDABLE SERVICES/ITEMS

    • Unfortunately, sale/outlet items cannot be returned. Only regular priced items may be returned. 
    • The Assembly Package fee is non-refundable.
    • The Shipping fee (if applicable) is non-refundable.

    EXCHANGES (IF APPLICABLE)

    We will be happy to replace items if they are defective or damaged!

    Please send us an email at  info@ferlafamilybikes.com if you have any concerns.

    REFUNDS (IF APPLICABLE)

    Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

    If your refund is approved, your refund will be processed minus the Assembly Package and Shipping Fee (if either or both were charged). Credit will automatically be applied to the original method of payment within a couple of business days.

    HANDS-ON WORKMANSHIP

    The manufacturing process of our products involves a lot of hands-on workmanship. Our warranty covers the structural safety of the products, but imperfections due to hands-on processes will always exist. Purchase of our products implies acceptance of such imperfections and it by itself would not justify a refund.

    GIFTS

    If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a store credit for the value of your return. Once the returned item is received, a store credit will be issued to you.

    If the item wasn’t marked as a gift when purchased or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will be notified about your return.

    SHIPPING ADDRESS

    To return your product, mail your return to 895 N Todd Ave, Azusa, CA 91702, USA

    • You will be responsible for covering your own shipping costs and for returning your item. 
    • If you would like a replacement item, you are also responsible for the shipping cost of the replacement item.
    • If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance.
      • Ferla Bikes is not responsible for any damage(s) to the bike during shipping to/ from our clients.