Shipping Policy
Effective Date: July 2, 2026
Introduction
This Shipping Policy constitutes a binding agreement between you and Twitter Bikes and applies to all orders placed on twitterbikefactory.com. It outlines our delivery methods, estimated timeframes, shipping costs, and related terms for product delivery. We reserve the right to update this policy at any time, and changes will take effect immediately upon posting on our website.
Order Processing & Dispatch Time
Order Cut-off Time
Orders are processed on business days (Monday to Friday, excluding public holidays). All orders placed after 17:00 PM (GMT+08:00 Hong Kong) will be processed on the next business day.
In-Stock Bicycles
For ready-to-ship in-stock models:
●Minimum handling time: 1 business day
●Maximum handling time: 2 business days
All bicycles undergo double quality inspection before dispatch to ensure product integrity.
Built-to-Order Bicycles
For custom or made-to-order bicycle models:
●Production and dispatch time: 15–25 business days
We will clearly mark the product type and estimated dispatch window on each product detail page.
Shipping Coverage & Delivery Timeframes
We offer standard international shipping to the regions listed below. Total delivery time = order handling time + transit time, and estimates exclude potential customs clearance delays.
Estimated Total Delivery Time by Region
● United States & Western Europe (UK, France, Germany, Italy, Spain, Portugal, Netherlands, Belgium, Austria, Luxembourg, Denmark, Finland, Sweden, Switzerland): 17–25 business days.
● Eastern Europe (Poland, Czech Republic, Romania, Hungary, Bulgaria, Croatia, Slovakia, Slovenia, Lithuania, Latvia, Estonia, Belarus, Greece): 20–30 business days.
● Oceania & East Asia (Australia, Japan, China Taiwan, China Hong Kong): 20–30 business days.
● Southeast Asia (Thailand, Vietnam, Malaysia): 18–28 business days.
● Russia: 25–35 business days.
Remote Area Notice
Some remote or island regions may be unavailable for standard delivery. We will verify your shipping address within 2 business days after order placement. If delivery to your address is not feasible, we will notify you promptly and offer a full refund with no additional charges. For address inquiries, please contact our support team before placing an order.
Shipping Fees
We provide free standard shipping for all orders delivered to the eligible regions listed above. No additional shipping fees will be charged at checkout for standard delivery.
Import Duties & Taxes
All product prices listed on our website do not include import duties, value-added tax (VAT), customs clearance fees, or other local taxes imposed by the destination country. These charges are the sole responsibility of the recipient and will be collected by the carrier upon delivery.
If a package is returned to us due to the buyer’s refusal to pay applicable duties or taxes, the resulting round-trip shipping costs and losses shall be borne by the buyer, and will be deducted from any applicable refund.
Order Tracking
Once your order is dispatched, we will send a shipping confirmation email to your registered email address. This email will include a unique tracking number and carrier information.
You may track your shipment directly on the official website of our shipping carrier, or via the third-party tracking platform 17TRACK:
https://www.17track.net
Our primary shipping partners include reputable international carriers such as DHL, UPS, YunExpress and other certified logistics providers.
Delivery & Signature Requirements
● A signature is required upon delivery for all orders. Our carrier will notify you in advance of scheduled delivery attempts where possible.
● If the first delivery attempt is unsuccessful, the carrier will make at least one additional delivery attempt.
● If delivery remains unsuccessful after multiple attempts, the carrier will leave a pickup notice at your address with instructions and a time limit for collecting your package at a local pickup point.
Failed Delivery & Unclaimed Packages
Buyer-Responsible Delivery Failures
If delivery fails due to reasons attributable to the buyer, and the package is returned to our facility:
● Applicable scenarios include: incorrect or incomplete shipping address/phone number, inaccessible delivery address, recipient refusal to accept the package, refusal to pay import duties, or failure to collect the package within the specified time limit.
● If you request a refund, we will deduct the actual round-trip shipping costs and handling fees from your refund amount.
● If you request reshipment, you will be required to pay the additional reshipping fee before we arrange re-delivery.
Seller-Responsible Delivery Failures
If delivery fails due to our error (e.g. wrong item shipped, product damage during transit caused by our packaging), we will cover all associated costs and arrange a free reshipment or issue a full refund at your option.
Unclaimed Packages
If a package remains unclaimed at the carrier’s pickup point for more than 15 calendar days, it will be returned to our facility or disposed of by the carrier. All resulting losses and shipping fees shall be borne by the buyer.
Pre-Order Items & Shipping Delays
For pre-order products, we will arrange shipment as soon as the items arrive at our warehouse. The estimated dispatch date will be clearly stated on the product page.
Please note that estimated shipping timeframes are subject to potential delays caused by unforeseeable logistics issues such as customs clearance backlogs, extreme weather, or carrier operational disruptions. If a dispatch delay exceeds 10 business days from the originally estimated date, you have the right to cancel your order and receive a full refund before shipment. We will notify you via email in advance of any expected significant delays.
Changes to Shipping Address
It is essential to provide a complete and accurate shipping address at checkout. Once your order enters the processing or shipment stage, we are unable to modify the shipping address.
If a package is returned to us due to an incomplete or incorrect address provided by you or your authorized agent, we will contact you to arrange correction and reshipment. Additional reshipping fees will apply and must be paid by the buyer.
We also recommend providing a daytime contact phone number with every order, as carriers may need to reach you to coordinate delivery.
Contact Us
If you encounter any issues with your shipment or have questions about our shipping policy, please contact our customer support team:
Email: support@twitterbikefactory.com
Phone: +8619065128774
Service Hours: Monday to Friday, 9:00–18:00 (GMT+08:00)
We will respond to all inquiries within 24 business hours.
Returns & Refund Policy
Effective Date: July 2, 2026
Last Updated: July 2, 2026
This Returns & Refund Policy applies to all orders placed on twitterbikefactory.com. It outlines the rules, procedures, and responsibilities for order cancellations, returns, exchanges, and refunds. By placing an order, you agree to the terms outlined in this policy.
If you encounter any issues with your order, please contact our customer support team first at support@twitterbikefactory.com. We will assist you in resolving the issue promptly.
1. Order Cancellation
Before Shipment
● For in-stock orders: You may request a full cancellation free of charge at any time before the order is dispatched. No cancellation fees will be deducted.
● For pre-order items: You may cancel your order for a full refund before production begins or before the item is dispatched.
● If the dispatch of a pre-order item is delayed by more than 10 business days from the originally estimated date stated on the product page, you have the right to cancel the order and receive a full refund with no deductions.
After Shipment (In Transit)
If you request cancellation after the order has been shipped and is in transit, we will attempt to intercept the package with the carrier.
● If interception is successful: We will deduct the actual return logistics fee (approximately 300 USD for standard international shipments) from your refund amount.
● If interception fails: You may return the item after delivery in accordance with our return policy below.
2. Return Policy
General Return Window
You may request a return within 30 calendar days from the date of delivery. Returns submitted after this period will not be accepted, except for quality issues covered under our Warranty Policy.
Return Eligibility by Reason
2-1. Quality Defects, Wrong Items, or Shipping Damage
If the item arrives damaged, defective, or does not match your order:
● You must notify us within 30 days of delivery with photo or video evidence.
● After confirmation, we will provide a prepaid return label or reimburse your reasonable return shipping costs.
● For quality issues that fall under our Warranty Policy and are reported after the 30-day return window, please refer to our Warranty Policy for formal claim procedures.
2-2. Personal Reasons (Size Change, Change of Mind, etc.)
If you wish to return an item for non-quality reasons:
● The item must be unused, in brand-new condition, free of dust, dirt, or odor, and in its original undamaged packaging with all included accessories.
● You are responsible for all return shipping costs and any associated import duties or fees. The estimated return shipping cost for standard international shipments is approximately 300 USD, and actual costs may vary by destination.
● Please note that all standard orders on our site include free shipping, so no original shipping fee will be deducted from your refund.
3. Exchange Policy
Exchange Window
Exchange requests must be submitted within 30 calendar days from the date of delivery.
Exchange Rules
3-1. Quality-Related Exchanges
If the product has a confirmed quality defect, we will arrange a free exchange at no additional cost to you. We will provide a prepaid return label for the defective item and cover the shipping cost of the replacement.
If the requested replacement model is out of stock, we will offer a full refund as an alternative.
3-2. Non-Quality Exchanges
If you wish to exchange for a different model or size for personal reasons:
● The returned item must be unused, in original packaging, and in resalable condition.
● You are responsible for both the return shipping cost of the original item and the shipping cost of the replacement item (estimated 150 USD each way, total approximately 300 USD for standard international shipments).
● If the replacement item has a higher price, you will need to pay the price difference before we dispatch the replacement.
4. Non-Returnable Items
The following items are not eligible for return or exchange:
● Custom-configured bicycles, personalized products, and special-order items once production has started.
● Items that have been used, damaged, altered, or modified by the customer, except for confirmed manufacturing defects.
● Hygiene-sensitive accessories that have been unsealed or used.
● Consumable wear parts (e.g., brake pads, tires, chains, inner tubes) that have been installed or used.
Unused, sealed accessories in their original packaging are eligible for return within the 30-day return window.
5. Return Procedure
To ensure your return is processed smoothly, please follow these steps:
5-1. Contact our customer support team at support@twitterbikefactory.com to initiate your return. Do not ship the item back without prior approval.
5-2. Provide your order number, reason for return, and supporting photos or videos as requested.
5-3. Wait for our support team to confirm your return eligibility and provide you with a return authorization and official return address.
5-4. Pack the item securely in its original packaging, including all accessories, manuals, and bundled free gifts. Seal the package properly and affix the return label if provided. If you are unsure how to pack the bicycle for return, please contact our support team for step-by-step guidance.
5-5. Ship the package and provide the tracking number to our support team for follow-up.
⚠️ Important Notice: Returns shipped to any address without prior authorization from our customer support team will not be accepted. We are not liable for lost or damaged items returned without prior approval.
6. Refund Information
Refund Processing
Once we receive and inspect the returned item and confirm it meets our return conditions, we will process your refund within 3–5 business days. Refunds will be issued exclusively to the original payment method used for the purchase.
Refund Timeline
● Internal processing time: 3–5 business days after inspection of the returned item.
● Bank processing time: Depending on your card issuer or bank, it may take an additional 5–10 business days for the refund to appear in your account.
Late or Missing Refunds
If you have not received your refund 15 business days after we confirm processing, please contact us at support@twitterbikefactory.com. We will assist you in tracing the refund transaction.
Refund Amount
● For quality-related returns: You will receive a full refund of the item purchase price, and we will cover eligible return shipping costs.
● For personal reason returns: You will receive a refund of the item purchase price, minus any applicable return shipping fees. No original shipping fee will be deducted for free-shipping orders.
7. Return Address
Our primary return warehouse is located in Shenzhen, China. All returns require prior authorization from our customer support team.
Address: 401, Building 2, Yuanhu Industrial Park, No. 404 Golf Avenue, Guangpei Community, Guanlan Street, Longhua District
City: Shenzhen, Guangdong
Postal Code: 518110
Country: China
Return support contact: support@twitterbikefactory.com
Please note: This is an international return address. For non-quality returns, you are responsible for all international shipping costs and any applicable customs fees.
8. Improper Returns
If the returned item does not meet our return conditions upon inspection (e.g., used, damaged, missing parts, or classified as non-returnable), we will notify you via email within 3 business days of receipt.
You may choose one of the following options:
1.Have the item shipped back to you at your own cost.
2.Accept a partial refund based on the condition of the item, at our discretion.
We will not dispose of any returned item without prior written notice and your confirmation.
9. General Terms
● You may submit return and cancellation requests by logging into your account on our website, or by contacting our support team via email.
● We reserve the right to update this Returns & Refund Policy from time to time. Any changes will be posted on this page with a revised "Last Updated" date, and will only apply to orders placed after the effective date of the update. Your rights for orders already placed will remain unaffected.
Contact Us
If you have any questions about this policy, please contact our customer support team:
Email: support@twitterbikefactory.com
Phone: +8619065128774
Service Hours: Monday to Friday, 9:00–18:00 (GMT+08:00)
We will respond to all inquiries within 24 business hours.