Mokwheel Shipping Protection Terms & Conditions
1. Overview of Shipping Protection
Mokwheel’s Shipping Protection is an optional value-added service designed to cover potential losses during transit, including lost, damaged, or misdelivered packages.
This service is not an insurance product and does not constitute an insurance contract. It only applies to e-bikes and accessories purchased directly through our official website.
Coverage: Loss, damage, or misdelivery during shipping
Fee: 2% of the total order value
2. Compensation Policies
2.1 Lost Package
Definition: A lost package means the shipment has not been delivered within the expected timeframe and cannot be located within the carrier’s tracking system.
Claim Window: You must file a claim within 90 days from the shipping date and no later than 14 days after the carrier’s last tracking update.
Required Proof: Order number and tracking information.
Compensation:
Replacement. Upon confirmation of package loss, Mokwheel will ship a replacement of the lost product(s) to the same shipping address.
2.2 Damaged Package
Definition: Damage refers to products arriving in a condition that makes them unusable (e.g., broken, bent if non-bendable, crushed). Manufacturing defects, incorrect packaging, or unsealed items are not covered.
Claim Window: Within 7 days of delivery.
Required Proof: Photos/videos clearly showing the damage, photos of the original packaging, order number.
Compensation:
-Partial Refund: For cosmetic damage (e.g., scratches, light deformation) on non-replaceable components, a partial refund will be issued, not exceeding the product's original purchase value.
-Repair: For any level of damage to replaceable components, said components will be replaced.
-Exchange: For severe damage rendering the product unusable, the damaged product will be exchanged for a new replacement.
2.3 Misdelivery
Definition: If tracking shows “Delivered” but the package was delivered to the wrong address (not the one listed on your order).
Process:
Contact the carrier to correct the delivery.
If additional redelivery fees occur, contact Mokwheel support with:
-Order number
-Carrier documentation (e.g., UPS/FedEx case number)
Compensation:
Mokwheel will cover redelivery costs.
If the package cannot be located, it will be treated as a lost package.
Claims must be filed within 7 days of the tracking status showing “Delivered.”
2.4 Other Situations
2.4 Delivery Delay
Definition: When a package does not arrive within the carrier’s estimated delivery timeframe and no updated tracking information is available.
Compensation: $5 per delayed order.
Exclusions: Delays caused by customer-provided address issues are not covered.
2.5 Exclusions (Not Covered)
Incorrect shipping address provided by the customer (e.g., spelling errors, missing house number).
Issues unrelated to shipping (e.g., product defects, misuse, or handling errors).
Claims not filed within 7 days after delivery.
Lack of sufficient proof (photos, videos, tracking documents).
Requests to exchange/return items after successful delivery without shipping-related issues.
Any problems not directly caused during shipping.
3. Compensation Limits
Maximum compensation is limited to the purchase price of the product(s) covered under Shipping Protection.
Shipping fees and protection service fees are non-refundable.
Delivery delay compensation is capped at $5 per order.
4.Cancellation Policy
You may cancel the service free of charge before your order is shipped.
Once the order has been shipped, it means you have confirmed the purchase of this service, and the service has already taken effect — therefore, it cannot be canceled.
5.Additional Terms
Mokwheel reserves the right to deny compensation or refuse future service if fraudulent claims are detected.
You acknowledge and agree that Mokwheel is not responsible for risks arising from legal, policy, commercial, or carrier-related restrictions.
By using our services, you consent to receive notifications via SMS, email, or other valid contact methods you provide, ensuring timely updates on claims and order status.
