Shipping Policy

At Asheville Custom E-bikes, we are committed to delivering your electric bikes and accessories safely, promptly, and professionally. Below you'll find our full shipping policy, including timelines, rates, delivery procedures, and support information.

1. Order Processing Time

  • Orders are processed Tuesday through Saturday (excluding holidays).

  • In-stock items typically ship within 2–5 business days after the order is placed.

  • You will receive a shipping confirmation email with tracking information once your order has shipped.

  • If an item is on backorder or out of stock, and this results in a delay, you will be notified promptly by a team member with an update and estimated shipping timeline.

2. Shipping Methods & Rates

  • We ship via UPS, FedEx, and other reputable carriers.

  • Free standard shipping is offered on all orders over $100.00, unless otherwise specified.

  • For orders under $100.00, a flat shipping rate of $20.00 will be applied at checkout.

3. Shipping Destinations

We currently ship to:

  • All 50 U.S. states

  • APO/FPO addresses (some restrictions may apply)

  • International shipping is not available at this time

4. In-Store Pickup

If you prefer, you can choose Free Local Pickup at our Asheville store. You will be notified when your order is ready for pickup. Please bring your order confirmation and a valid photo ID.

All in-store pickups include:

  • A demo on your new e-bike

  • Assistance connecting your bike to its mobile app

  • Custom fitting to ensure optimal comfort and performance

  • Help loading the e-bike into your car or onto your car rack

5. Delivery Times

  • Standard shipping times range from 10–14 business days, depending on destination.

  • In many cases, delivery is faster than 10 days. However, delays may occur due to weather, carrier issues, or high seasonal demand.

  • Asheville Custom E-bikes is not responsible for carrier-related delays once an order has left our facility.

6. Shipment Tracking

When your order ships, you will receive an email with tracking information. You can follow the delivery status using the provided link or by contacting the carrier directly.

7. Lost or Damaged Shipments

If your shipment is lost or arrives damaged:

  • Contact us immediately at support@theacebikes.com with your order number and photos (if applicable).

  • We will work with the shipping carrier to resolve the issue and provide a replacement or refund if necessary.

8. Shipping Restrictions

  • We do not ship to P.O. Boxes due to size and carrier limitations.

  • Some items, including lithium-ion batteries, may be subject to shipping restrictions per federal and state laws.

  • All e-bike deliveries require a signature upon delivery to ensure secure and confirmed receipt.

9. Contact Us

For shipping questions or assistance with your order, please contact:

Asheville Custom E-bikes
📍 7 Beverly Road, Asheville N.C. 28805
📞 (828) 595-4295
📧 support@theacebikes.com
🌐 ashevillecustomebikes.com