Shipping & Delivery Policy – Surron South Africa

We aim to deliver your order safely and efficiently. This policy outlines how shipping, delivery, and lead times work for Surron South Africa.

1) Where We Ship

• Nationwide within South Africa.

2) Processing & Dispatch

• In-stock items: ship within 1–3 business days after payment clears.
• Pre-orders / special imports: estimated lead time 3–8 weeks (ETA provided at checkout/order confirmation). ETAs are best estimates, not guarantees, and may change due to factory or freight conditions.
• Orders with bikes + parts may ship in separate parcels and arrive on different days.

3) Delivery Timeframes

• Standard freight: 2–7 business days nationwide once dispatched.
• Remote/outlying areas: allow 7–14 business days.
• Delays can occur due to carrier backlogs, weather, or events beyond our control.

4) Tracking & Confirmation

• Tracking details are emailed upon dispatch.
• An adult signature may be required on delivery.
• If undeliverable or delivery is missed, re-delivery/storage fees from the carrier may apply.

5) Freight, Batteries & Packaging

• E-bikes and batteries ship via approved ground/freight services compliant with lithium battery transport rules.
• Batteries may ship separately from the bike.
• All units are factory-boxed and transit-protected; basic assembly/inspection may be required on arrival.

6) Shipping Costs & Surcharges

• Shipping is calculated at checkout based on weight/volume.
• Oversize/remote-area surcharges may apply; we will notify you before dispatch if adjustments are required.
• Shipping fees are non-refundable (except where required by law).

7) Address Changes & Order Edits

• We can update addresses before dispatch only.
• After dispatch, rerouting may not be possible, and carrier fees (if any) are for the customer.

8) Damages, Loss & Missing Items

• Inspect packaging on delivery. If damaged, note it with the driver and take photos.
• Report shipping damage or shortages to info@surronebike.co.za within 48 hours with photos/videos and your order number.
• We will assist with carrier claims and provide repair or replacement per our warranty policy (manufacturing defects only).
• Risk of loss transfers upon carrier delivery confirmation to the address provided.

9) Cancellations, Refused Deliveries & Returns

• Pre-dispatch cancellations: subject to a 20% cancellation fee (admin/import).
• Refused/undeliverable parcels: treated as a return; round-trip freight + 20% restocking/import fee will be deducted.
• Returns follow our Refund & Returns Policy (customer pays return shipping; 7-day window; inspection on receipt).

10) International Shipping

• Not offered by default. Special export requests may be considered; all duties/taxes/clearance are the buyer’s responsibility.

11) Force Majeure

• We are not liable for delays caused by events beyond our control (carrier disruptions, customs holds, strikes, weather, regulatory changes, etc.).

Need help with an order?
📩 info@surronebike.co.za
Include your order number, tracking, and photos (if applicable).