Orders, Shipping, Returns & Cancellations (FAQ) – Troxus Mobility

This article explains the basics of how Troxus handles orders, shipping, returns and cancellations. It is a simplified guide only. For full legal details, please review our Terms and Conditions.

Orders & Payments

Where does Troxus ship?

We currently ship to the 48 contiguous United States. We do not ship to Alaska, Hawaii, Puerto Rico, other U.S. territories, PO Boxes, or APO addresses.

When is my card charged?

For in-stock items, your payment method is typically charged when your order is processed. For pre-orders and backorders, your payment may be charged immediately, even if the bike ships later.

Can my order be limited or cancelled?

Yes. We may limit or cancel orders at our discretion, including suspected fraud or reseller activity. If that happens, we’ll use the contact details on your order to get in touch.

Shipping

How will my order ship?

We use FedEx or another parcel carrier to deliver your order. When your order ships, you’ll receive a shipping confirmation email with tracking information.

Is a signature required?

Yes. Ebike shipments are sent signature required due to their high value and battery regulations.

Can I change my shipping address?

You can update your shipping address before your order leaves our warehouse. After shipment, address changes must be handled through the carrier, and may result in delays or additional risk. If an incorrect address results in delivery to the wrong location, any associated loss is your responsibility.

What if my bike arrives damaged?

Please inspect your shipment immediately. Note any visible damage on the carrier’s delivery paperwork before signing, and contact Troxus Support within 5 days of delivery. Claims submitted later may not be accepted.

Cancellations

Can I cancel my order?

You can cancel your order until it has been transmitted to our warehouse (typically within one business day of your purchase). After that point, we can no longer cancel, but you may still be able to return the item once it arrives.

Returns

How do I start a return?

To start any return, please email support@troxusmobility.com for a return authorization and instructions. Items sent back without authorization may not be accepted or refunded.

What is the return policy for ebikes?

You must contact us within 15 days of delivery.
The ebike must have fewer than 10 miles on the odometer.
It must be clean, free of wear and tear, and in its original packaging.
All included items (charger, keys, hardware, etc.) must be returned.

For non-defective ebike returns, a return shipping fee of approximately $150–$350 (depending on your location) will be deducted from your refund. If the return is due to a verified Product quality issue that cannot be resolved, Troxus may cover return shipping.

What is the return policy for accessories and replacement parts?

Accessories and eligible parts can be returned within 30 days of delivery.
Items must be unused, undamaged, and in their original packaging.
A return shipping fee of $15 per shipment applies, unless the return is due to a verified quality issue.

Some items (such as spare or replacement parts, including extra batteries) may be non-returnable. Please check the product description or contact Support if you are unsure.

Are shipping costs refundable?

Original shipping costs are generally non-refundable, except where required by law.

More Information

This article is a simplified guide and does not replace our full legal Terms. For complete details, including all limitations and conditions, please see our Terms and Conditions.