Shipping policy

SHIPPING INFORMATION

Thank you for shopping at KENE. We are committed to delivering your order safely and efficiently. Please read our comprehensive shipping and delivery policy below before placing your order.

1. Shipping Fees & Coverage

  • Free Shipping: We offer free standard shipping on all items site-wide.

  • Shipping Coverage: Delivery is available to the contiguous United States only. Hawaii, Alaska, Puerto Rico, and all other US territories are excluded from our shipping zone.

  • Address Restrictions: We CANNOT ship to P.O. Boxes, APO, FPO, or DPO addresses. Please ensure you provide a valid physical residential or business address at checkout to avoid order fulfillment delays.

2. Shipping Origin & Delivery Estimates

All orders are dispatched from our US local warehouses via US FedEx.

  • Order Cut-off Time: 5:00 PM EST, Monday to Friday

  • Order Processing/Handling Time: 1-3 business days

  • Transit Time: 5-6 business days

  • Total Estimated Delivery Time: 6-9 business days

Please Note: Shipping times are estimates and may be subject to extensions due to unforeseen factors beyond our control, such as severe weather, natural disasters, carrier delays, high-volume holidays, or mandatory safety checks for hazardous materials (lithium batteries).

3. Order Tracking & Delivery Security

  • Tracking Updates: The tracking number will be emailed to you automatically once your order is dispatched. Registered users can check order details and shipping information directly via their account on www.kenebike.com. You may track your shipment status via 17track.net or the FedEx official website.

  • Delivery Security: Due to the high value of our electric vehicles, a signature may be required upon delivery to ensure your package arrives safely at your doorstep.

  • "Delivered" But Missing Packages: If your tracking status shows "Delivered" but you have not received your parcel, please check around your property and contact us at support@kenebike.com within 5 business days. We will immediately launch an official trace investigation with the logistics carrier. Please note that KENE is not responsible for packages stolen or lost after a verified successful delivery by the carrier.

4. Shipping Modifications & Order Cancellation

Before Shipment

  • Order Cancellation: Free cancellation and a 100% full refund are available at any time prior to your order being dispatched from our warehouse.

  • Shipping Address Revision: Address modifications are free of charge before the product is shipped.

After Shipment (In-Transit Cancellations & Returns)

Once goods have been dispatched from our warehouse, the order enters the logistics network and cannot be modified or canceled in transit.

  • Delivery Refusal & Returns (Non-Quality Related / Buyer's Remorse): If you change your mind, choose to reject the package upon arrival, or request a return for personal preferences:

    1. Logistics Management: KENE will handle the logistics for you. We will provide a prepaid return shipping label via email and arrange our designated courier to collect the return package from your address.

    2. Cost Responsibility: The buyer is responsible for the return costs, which are fixed at a flat fee of $200. This $200 shipping and packaging fee will be automatically deducted from your final refund once the product is successfully returned and inspected at our warehouse.

  • Return Authorization Requirement (RMA): To return an item after delivery, you must contact support@kenebike.com first for official approval. Items sent back to our warehouse without prior return authorization will strictly NOT be accepted and will not be eligible for a refund.

  • For Defective or Quality-Related Issues: If the return or exchange is due to a product manufacturing defect, shipping damage, or quality issue, all return shipping fees are fully covered by KENE. You will receive a 100% full refund or a free replacement after verification.

5. Customer Support

For any further shipping inquiries, order adjustments, or tracking assistance, please feel free to reach out to our dedicated support team at support@kenebike.com. We guarantee a response within 24 hours (Monday to Friday).