Shipping & Freight Policy
Transparent transit timelines, certified lithium battery ground freight handling, packaging standards, and adult signature protocols.
Free Freight
Free standard ground freight on all domestic orders of $500 or more across the contiguous USA.
Fast Dispatch
In-stock e-bikes and parts ordered before 2:00 PM PST are processed and handed to carriers within 24-48 hours.
100% Insured
Every shipment is fully insured against theft, loss, or transit damage with direct carrier tracking.
1. Regional Transit Estimates (Canada & North America)
All Surron bikes and spare parts are dispatched directly from our primary fulfillment centers in Vancouver, British Columbia (Western Canada Hub), and Toronto, Ontario (Eastern Canada Hub). Typical transit times via our partner freight carriers (FedEx Ground, UPS Ground, and R&L Carriers for palletized shipments):
| Destination Zone | States Included | Carrier Transit Window | Freight Cost |
|---|---|---|---|
| Zone 1 (Western Canada: BC, AB) | British Columbia, Alberta, Washington State | 1 – 2 Business Days | Free ($500+) / $25 flat |
| Zone 2 (Central & Eastern Canada: ON, QC, MB, SK) | Ontario, Quebec, Manitoba, Saskatchewan | 2 – 3 Business Days | Free ($500+) / $25 flat |
| Zone 3 (East Coast & South) | NY, NJ, PA, FL, GA, NC, VA, MA, OH | 3 – 5 Business Days | Free ($500+) / $25 flat |
| Non-Contiguous (AK, HI) | Alaska, Hawaii, Puerto Rico | 7 – 12 Days (Ocean Freight) | Calculated at Checkout |
2. Lithium-Ion Battery Transportation Compliance (UN3480 / UN3481)
Due to strict United States Department of Transportation (DOT), FAA, and IATA hazardous material regulations governing high-capacity lithium-ion power packs (>100 Watt-hours):
- All electric bicycles containing lithium packs must travel exclusively via certified ground surface freight.
- Stand-alone replacement battery packs (such as 48V 14Ah or 52V 20Ah packs) cannot be transported via commercial air cargo under any circumstances.
- All packages bear required DOT Class 9 hazardous warning placards and emergency response contact documentation.
3. Box Dimensions & Packaging Protection
To eliminate shipping damage, our bikes are boxed in heavy-duty 7-ply double-walled corrugated cardboard with custom molded recyclable honeycomb bracing and nylon strapping:
- Commuter & Cruiser E-Bikes: 61" L x 12" W x 33" H • Shipping Weight: ~74 lbs (33.5 kg)
- Fat Tire & Mountain E-Bikes: 64" L x 13" W x 35" H • Shipping Weight: ~82 lbs (37.2 kg)
- Individual Spare Parts: Standard shock-resistant padded parcel cartons.
4. Adult Signature Requirement & Appointment Scheduling
To protect your investment from doorstep package piracy, all complete electric bicycles require an adult signature (age 18+) upon delivery.
If you will not be home during standard delivery hours, you can utilize the tracking link provided in your shipment confirmation email to request holding the package at a nearby secure carrier depot (e.g. FedEx Ship Center or UPS Customer Center) for convenient weekend pick-up.
5. Transit Damage Protocol
While transit damage occurs on less than 0.4% of our shipments, if your package arrives with visible exterior rips or punctures:
- Photograph the exterior box before opening.
- Accept the package and ask the delivery driver to note "Damaged upon arrival" on their handheld scanner.
- Open the box and inspect the bike or parts. If any internal component or paint is damaged, email photos and your order number to support@surronbikesandparts.shop within 48 hours.
- We will immediately dispatch replacement components or arrange a full bicycle exchange at zero cost to you.
Have a Question About Your Active Order?
Our logistics team can track carrier updates or adjust delivery instructions.
Contact Logistics Support