Shipping Policy

Thank you for choosing Actbest. Before your order arrives, please take a moment to carefully read and understand this entire Shipping Policy. This policy outlines important details about your shipping service, delivery times, shipping costs, and order tracking after you purchase Actbest products.

Please Note: By placing an order, you acknowledge that you have read, understood, and agree to be bound by the terms of this Shipping Policy. If you do not agree with any part of this policy, please do not place an order or contact our customer service team beforehand for clarification.

1. Shipping Coverage & Costs

1.1 Free Shipping Zones

Currently, we offer free standard shipping exclusively to addresses within the 48 contiguous United States. This includes the following states:

AL, AZ, AR, CA, CO, CT, DE, FL, GA, ID, IL, IN, IA, KS, KY, LA, ME, MD, MA, MI, MN, MS, MO, MT, NE, NV, NH, NJ, NM, NY, NC, ND, OH, OK, OR, PA, RI, SC, SD, TN, TX, UT, VT, VA, WA, WV, WI, WY.

1.2 Non-Deliverable Areas

We are unable to ship to the following addresses:

P.O. Boxes
APO/FPO/DPO military addresses
Alaska (AK), Hawaii (HI)
Puerto Rico (PR), Guam (GU), U.S. Virgin Islands (VI), and other U.S. territories

1.3 Shipping Origin

All orders ship directly from our U.S.-based warehouses, ensuring faster and more reliable delivery without international wait times.

2. Processing Times

2.1 In-Stock Item Processing

Electric Bikes: Typically ship within 1–2 business days.
Parts & Accessories: Typically ship within 2–3 business days.

2.2 Pre-Order Processing

For pre-order items, please refer to the estimated shipping date listed on the product page. These dates may be adjusted due to supply chain or production factors. We will notify you promptly via email of any significant changes.

2.3 Shipping Confirmation

Once your order ships, you will receive a shipping confirmation email containing your tracking number(s). Please keep this information handy to monitor your package's progress.

2.4 Business Days Defined

Our business days are Monday through Friday (Eastern Time), excluding U.S. federal holidays and weekends. Please note that order processing may be delayed during holiday periods.

3. Delivery Times

3.1 Standard Delivery Estimates

Electric Bikes: Typically arrive 3–7 business days after shipping.
Parts & Accessories: Typically arrive 4–8 business days after shipping.

3.2 Potential Delivery Delays

Please understand that the following factors may cause delivery delays:

Extreme weather conditions (blizzards, hurricanes, floods, etc.)
Public holidays (Thanksgiving, Christmas, New Year's Day, etc.)
Customs inspections (though shipped from the U.S., some carriers' interstate routing may be affected)
Remote or rural address locations
Unforeseen carrier issues (e.g., sorting facility backlogs, route adjustments)

3.3 Delivery Timeframe Note

All estimated delivery times are based on historical data and are not guaranteed delivery dates. Actbest is not responsible for delays caused by shipping carriers.

4. Split Shipments

4.1 Multiple Packages

If your order contains multiple items (e.g., an electric bike and accessories), they may ship separately from different warehouses. You may receive multiple packages at different times and will receive separate shipping confirmation emails with unique tracking numbers for each.

4.2 Tracking Multiple Packages

Please refer to the tracking information in each shipping confirmation email to monitor the status of individual packages.

5. Order Tracking

5.1 How to Track Your Order

Registered Users: Log in to your Actbest account and go to "My Orders" to view real-time tracking status for all your orders.
Guest Checkout: Use the tracking number provided in your shipping confirmation email on the respective carrier's website (e.g., FedEx, USPS).

5.2 Tracking Information Delay

After your order ships, it may take 24–48 hours for the tracking number to become active and show detailed scan information on the carrier's system. This is normal; please be patient and check back later.

5.3 Tracking Issues

If you encounter problems with your tracking information or notice a package hasn't updated in a long time, please contact us immediately at service@actbest.net. We will assist you in communicating with the carrier to resolve the issue.

5.4 Shipping Protection Recommendation

Due to the high value of our electric bikes, we strongly recommend purchasing the "Shipping Protection" offered on the product page during checkout. This coverage is designed to protect you against loss, damage, or misdelivery during transit.

If you choose to decline this protection, you assume full responsibility for the order once it has been shipped. While we will still do our best to assist you in filing a claim with the carrier, we cannot guarantee the outcome or the timeline of their investigation. Actbest cannot be held liable for issues such as lost, damaged, or misdelivered packages if shipping protection was not purchased.

6. Address Changes

6.1 Changing Address Before Shipping

If you need to modify your shipping address before we provide a tracking number, please contact our customer service team as soon as possible. We will update your address free of charge.

6.2 Changing Address After Shipping

Once the package has been shipped, address changes will incur additional fees:

If Interception is Successful: A $50.00 fee will be charged to cover address correction and handling costs.
If Interception Fails: If the package is already in the final stage of delivery or has been delivered to the original address, we cannot change the address. The buyer is responsible for any packages lost or returned due to an incorrect address provided.

7. Receiving Your Package

7.1 Inspect Upon Delivery

We recommend inspecting the package and its contents upon delivery. Check the outer box for any visible damage (dents, punctures, water damage). If you notice any damage, please note it as "Package Damaged" on the delivery receipt before signing, take clear photos, and contact our customer service team immediately.

7.2 Alternate Signatures

If your package is signed for by someone else (e.g., doorman, neighbor, leasing office), it will be considered as received by you. Please follow up with the recipient to confirm the package's condition.

7.3 Missing Package (Marked as Delivered) 🕵️

If the tracking information shows "Delivered" but you haven't received your package:

Check all areas around your property (front door, back door, garage) and with your building's mailroom or leasing office.
Ask household members or neighbors if they accepted the package on your behalf.
Wait 24–48 hours, as carriers sometimes scan packages as delivered preemptively.
If you still cannot locate it, please contact our customer service team immediately so we can initiate an investigation with the carrier.

8. Undelivered Packages

8.1 Incorrect Address

If a package is returned to us due to an incomplete, incorrect address provided by the buyer, or because the recipient could not be reached, the buyer is responsible for all return shipping costs and any reshipping fees.

8.2 Failed Delivery Attempts

Carriers typically make multiple delivery attempts. If a package is returned due to recipient unavailability (e.g., refused delivery, no one available to sign), the buyer is responsible for return shipping costs and any reshipping fees.

8.3 Processing Returned Packages

Once a returned package arrives at our warehouse, we will contact you to determine the next steps. You may choose to:

Pay the reshipping fee to have the order sent out again.
Request a refund under our Return Policy (less any incurred shipping and handling fees).

9. Important Information

9.1 Force Majeure

Actbest is not liable for delays, delivery interruptions, or package losses caused by events beyond our reasonable control, such as natural disasters, severe weather, public health emergencies, government actions, strikes, or wars. However, we will do our best to assist you in communicating with relevant parties to minimize the impact.

9.2 Carrier Responsibility

For issues stemming directly from carrier errors (e.g., FedEx, USPS), including operational mistakes, system failures, delivery delays, misdelivered items, or confirmed lost packages, we will assist you in filing a claim with the carrier. However, Actbest does not assume the direct liability that rests with the carrier.

9.3 Holiday Impact

Processing and delivery times may be significantly longer during major holiday periods like Black Friday, Cyber Monday, Christmas, and New Year's. This is an industry-wide occurrence, so please plan ahead and allow for extra time.

9.4 Other Situations

Received the Wrong Item? If you receive an item that is damaged, defective, or differs from your order confirmation (in quantity or specifications), please take clear photos as evidence and contact our customer service department within 3 days of receiving the item. We will investigate and make every reasonable effort to assist you.

Lost in Transit? If an order fails to arrive at the correct address (provided the address was accurate) or is lost during transit, we reserve the right to conduct a thorough investigation and tracking process, which may take up to 15–30 days. During this time, we reserve the right to hold off on processing a full refund. We will keep you updated on the investigation's progress and results and take appropriate follow-up action based on the findings.

10. Contact Us

If you have any questions regarding shipping, please reach out to us:

Email: service@actbest.net
Phone: +1-313-251-4318
Hours: 8AM–5PM PST, Monday–Friday

Policy Interpretation & Updates: Actbest reserves the right of final interpretation of this Shipping Policy and its related terms. Actbest also reserves the right to modify, update, or supplement the terms of this policy at any time without prior notice. Please check our official website periodically for the most current version.