At Tower Electric Bikes, our objective is to make high-quality, low-cost electric bikes easy to buy. We've been serving tens of thousands of happy online customers direct to consumer for a decade, so we know providing a satisfying shipping experience (and explaining it all upfront) is a big part of the equation.
Order Processing
Tower’s business week is currently Tuesday to Saturday. We are off Sunday and Monday, and thus do not ship on Mondays. We guarantee to process all orders within 2 of our business days of your order, and it’s not uncommon for us to process an order within 1 of our business days. We ship Tuesday, Wednesday, Thursday, Friday, and Saturday. When your order ships, you will receive a shipment confirmation email with your tracking number.
Shipping Rates
All domestic orders over $100 (within the continental US) qualify for FREE ground shipping, which typically has a time in transit of 3-5 business days. This includes eBike orders. Orders totaling less than $100 are charged a $9 flat rate shipping fee for this same ground shipping service. Once your order is over $100, everything ships free.
We offer an expedited shipping option on some orders. We offer a $29 expedited 2-3 day time in transit shipping option on smaller items. We also offer a $49 expedited 2-3 day shipping option on select larger orders up to 50 lbs. Other orders do not offer an expedited shipping option. Your cart will show you if your order qualifies for either of these expedited shipping options.
Our ecommerce system automatically gives you the correct shipping options, so if you have any question on what your shipping might be just add items to your cart and go to the checkout page. You will be able to see all your shipping options and costs before you have to enter your credit card.
Shipping Times
Shipping service time in transit quotes are just that, the number of business days involved in your order’s time in transit. These do not factor in order processing time, which can be up to 2 additional business day, nor do they factor in non-business days, which can add additional days to the elapsed time between when you order and when your product arrives, depending on the day of the week you order. Keep this in mind when ordering.
Shipping Destinations
In the US, we currently ship to physical addresses in the lower 48 states. We do not ship to PO Boxes. We do not ship to Alaska, Hawaii, Puerto Rico, Guam, the US Virgin Islands, Military APO/FPO addresses, or other outlying US regions. We do not ship outside the US.
Shipping Carriers
We use various services from UPS, FedEx, and USPS Priority mail to ship all orders, and the nature of your order dictates which carrier we use. Sorry, but we don’t allow customers to specify a carrier.
The Best Electric Bike Customer Service
We at Tower Electric Bikes want your online experience to be enjoyable, simple and successful. As a direct to consumer beach lifestyle brand with a decade of experience, with Tower e-Bikes you get incredible pricing AND unparalleled customer service. That's the Tower Electric Bike difference.
As seasoned ecommerce veterans, we appreciate the importance of getting your order delivered to you in a timely manner, and explaining the whole process upfront. To that end, we have created the following detail shipping policy and information page which should clarify everything from what companies we use for our shipments, to how quickly you can anticipate us getting your order out the door, to what the box will look like.
Electric Bike Shipping Specifics
We only ship electric bikes in the Continental United States. We DO NOT ship to Hawaii or Puerto Rico. Nor do we ship to APO/FPO addresses. Sorry, but no exceptions. All electric bikes ship FREE within the contiguous US. All eBikes ship via UPS or Fedex.
All Other Product Shipping
For orders under $100, shipping pricing is either a $9 flat-rate or based on our real costs which factor in weight and distance from San Diego, CA. All domestic orders over $100 qualify for free shipping within the continental US.
Accessory shipments typically go via UPS or USPS Priority, depending on the destination and weight. Time in transit is typically 1-5 business days. Items typically ship within 1-2 business days of purchase.
International Order Specifics
Tower Electric Bikes does not currently ship electric bikes or accessories internationally.
Factoring in Order Processing Time
While we typically ship out orders the next business day following your order date, at times it can take 1-2 business days to process an order. Take this into consideration when you are calculating how long your package will take to arrive, and if you want to pay extra for an expedited shipping option. For example, if you order on a Tuesday and you want to ensure you get your product by Friday, selecting 2- day shipping should work, but it's not 100% guaranteed. It won't ship until Wednesday at the earliest (in which case 2-day shipping will work fine - one day is Thursday, the 2nd day is Friday), but may not ship until Thursday. If it ships Thursday, you won't see it until Monday.
You will receive a shipment confirmation email with tracking information when you order ships.
Instructions if your Electric Bike Shipment gets Damaged
Damage rarely happens to our E-Bikes during shipment, but understand that in the event it does, we are here to take care of you. At extra expense, we very securely box our bikes to minimize the risk of damage, but it still is a possibility. Our policy is to be open and honest with you and not make you jump thru a bunch of hoops to get a satisfactory remedy. All that we ask from you is that you also understand that sometimes these things happen, and all parties have to be reasonable. We'll get the situation rectified.
Option 1: Accept delivery & get compensated
If your e-Bike arrives damaged, you can accept delivery and contact us to see what can be done to compensate you. We tend to be very reasonable. If you feel the damage is something you can live with or repair, please accept the delivery, keep the e-Bike boxes and bubble wrap packaging and contact us. We will try to determine a refund to compensate you fairly for the damage. Our aim is to make you 100% satisfied, but if we can't reach agreement that makes sense we will retrieve the bike and just send you a replacement.
Option 2: Refuse shipment
If your electric bike arrives damaged, and you don't feel like dealing with it or you don't feel compensation is an acceptable remedy for you, then either refuse shipment (tell them to return it to the sender) on the spot and notify us, or let us know within 24 hours of delivery and we'll arrange for the damaged bike to be shipped back to us. We'll get a replacement electric bike out right away, but understand the replacement e-Bike will take another 1-5 days in transit just like the 1st shipment.
Further Shipping Questions
Please review our policies and procedures and let us know if you have any questions or concerns by emailing us at: info@towerelectricbikes.com or by calling our customer service at (858) 500-6785.
