Shipping policy

Thank you for choosing Shenzhen Trustin Technology Co., Ltd. ("Trustin") and our BeginONE & PassionONE e-bike series. This Shipping Policy outlines how we process and deliver orders within the United States. Please review carefully before placing your order.

1. Shipping Destinations

We currently ship to the Contiguous United States (48 states and Washington, D.C.).

Note: At this time, we are unable to deliver to Alaska, Hawaii, U.S. territories (Puerto Rico, Guam, U.S. Virgin Islands), P.O. boxes, or APO/FPO addresses. For inquiries about bulk orders or commercial delivery options, please contact our support team.

2. Order Processing Time

• Orders are processed within 1–2 business days (Monday–Friday, excluding federal holidays) after payment confirmation
• Orders placed after 12:00 PM EST will be processed the next business day
• Pre-orders: If you ordered a backordered or pre-order item, the estimated shipping date will be displayed on the product page and included in your order confirmation email
• During peak seasons (Black Friday, holiday periods) or promotional events, processing may take up to 3 business days

3. Shipping Methods & Delivery Time

We partner with reliable freight carriers specializing in oversized vehicle delivery to ensure your BeginONE or PassionONE arrives safely.

Delivery times are estimates and may vary due to weather conditions, carrier delays, or unforeseen logistical challenges. Rural or remote locations may require additional 2–3 business days.

4. Shipping Fees

White glove delivery (indoor setup and packaging removal) is available for an additional fee in select areas. Contact us for availability.

5. Sales Tax

Applicable sales tax will be calculated and displayed at checkout based on your shipping address in accordance with state and local tax laws. Trustin collects and remits sales tax as required in all applicable jurisdictions.

6. Order Tracking

• You will receive a shipping confirmation email with tracking information within 24 hours of dispatch
• E-bikes ship via freight carrier (e.g., FedEx Freight, XPO, or UPS Freight). You will receive a call from the carrier to schedule a delivery appointment
• Someone must be present to sign for the delivery. The carrier will not leave an e-bike unattended without signature
• Tracking updates may take 24–48 hours to activate after receiving the confirmation email

7. Delivery Requirements & Inspection

Delivery Address Changes: Once an order has shipped, we cannot redirect it to a different address. Please ensure your shipping address is accurate before confirming your order.

8. Incorrect Address & Failed Delivery

• Please verify your shipping address carefully at checkout. Trustin is not responsible for delays or losses resulting from incorrect addresses provided by the customer
• If delivery fails due to an incorrect address or recipient unavailability after three attempts, the package will be returned to our warehouse
• Reshipping fees (actual carrier costs, typically $99–$150) will apply to redeliver to a corrected address

9. Damaged, Lost, or Stolen Packages

• Transit Damage: If your bike arrives damaged (even if the box looks fine but internal contents are damaged), contact us within 14 days of delivery with photos of the packaging, bike, and serial number. We will file a freight claim and arrange replacement parts or full replacement at no cost to you
• Lost Packages: If tracking shows no movement for 5+ business days or indicates delivery but you haven't received it, contact us immediately. We will investigate with the carrier
• Porch Piracy: Trustin is not responsible for theft after confirmed delivery (signature confirmation protects against this). For apartment buildings or high-risk areas, we recommend shipping to your workplace or a trusted address where someone can receive it

10. Cancellations Before Shipment

You may cancel your order for a full refund if it has not yet shipped. Contact marketing@jxchelian.com immediately with your order number. Once the bike has shipped, cancellations are treated as returns under our Return Policy.

11. Contact Information

For shipping-related inquiries regarding your BeginONE or PassionONE order: