Shipping Policy
1. What are the shipping regions?
Europe: We offer services to all EU countries including Austria, Belgium, Bulgaria, Croatia, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, and the UK (excluding Malta, Cyprus, and the EU's outermost regions).
Americas: We offer delivery to all areas of the United States except Alaska and Hawaii.
2. Is shipping free?
We currently offer free delivery services, and there is no need to pay for shipping during checkout.
3.What is the shipping time and how can I track my order?
You can view the estimated shipping time for your bike in your order details. Once the bike leaves our warehouse, you will receive a tracking link to monitor the logistics information. We work with international shipping partners to deliver your order as soon as possible, but delivery times vary depending on your location.
4. What if I receive the wrong product?
If you receive a damaged or defective product, or if you find a discrepancy in quantity or quality between the delivered product and the specifications in your order confirmation or invoice, please take clear photos and contact our official customer service at support@joieem.com within 3 days of receiving the product. We will investigate and make every reasonable effort to help you resolve the issue.
5. What happens if my shipment is lost?
If the ordered product does not arrive at the provided address (if correctly provided) or is lost during transportation, we reserve the right to conduct a comprehensive investigation and search, which may take up to 30 days at most. During this period, we reserve the right to refuse a full refund or to have to resend the same product. We will keep you informed of the progress and results of the investigation so that you can take appropriate and reasonable action.
6.Disclaimer
If unforeseen circumstances beyond our reasonable control occur (such as adverse weather conditions, traffic congestion, roadworks, unforeseeable delays caused by diversions or mechanical breakdowns, unforeseeable production delays, delays caused by third-party suppliers, in each case beyond our reasonable control), we may not be able to deliver the goods within the specified time frame. If delays or failures to deliver the goods are wholly or partially caused by such circumstances, we will not be liable for any delays or failures to deliver the goods. Large order volumes, new product releases, or replenishment days may also result in longer shipping times.