Note: This policy is for USA bound bikes.

At Prevelo, we work with FedEx and UPS to ensure your bike arrives safely. In our experience, 99.99% of packages are successfully delivered, and when issues do arise, they're usually resolved quickly.

Our promise: We will never leave you without your purchase. If a package is truly lost after our investigation, we'll send a replacement or provide a full refund.

Our shipping team has successfully delivered tens of thousands of bikes to families across the country. They understand the shipping system inside and out and are experts at tracking down packages that seem to have gone astray.

Here's what we've learned: Many customers contact us convinced their package is lost forever - only to have it show up within a few days. Tracking systems aren't perfect, packages get mis-scanned, and sometimes they take unexpected routes. That's why we ask for your patience while we work with our carriers to locate your shipment. In nearly every case, the package arrives safely.

If timely delivery is critical for your needs (birthday, holiday, special event), we strongly recommend selecting an expedited shipping option at checkout. These services come with time-based delivery guarantees from the carriers.

We're here to help! While shipping delays can be concerning, most situations resolve themselves within a few days. Here's how we handle different scenarios:

What's happening: Sometimes tracking appears to freeze at one location. This is usually a scanning issue, and the package is still moving through the system.

What we'll do: We'll monitor the shipment and work with the carrier to get updates. These situations typically resolve within a few days.

What's happening: The package may have been:

• Delivered to a neighbor or nearby address by mistake

• Left in an unexpected location on your property

• Picked up by someone else at your address

• Unfortunately, stolen from your delivery location

What we'll do:

1. We'll initiate a carrier investigation to verify the delivery location

2. We'll ask you to check with neighbors and around your property

3. If we suspect theft, we may request that you file a police report for documentation

We work closely with FedEx and UPS to locate packages, and we ask for your patience during this process. We allow carriers up to 21 days from the original estimated delivery date to resolve shipping issues.

Why 21 days? While most issues are resolved much sooner (typically within 3-7 days), some situations require more time for the carrier to investigate thoroughly. This approach helps us avoid sending duplicate shipments that create hassle for you.

At Prevelo, we conduct our own thorough investigation alongside the carrier's efforts. Even if a carrier reports a package as "lost," our experienced team continues to track and investigate - we've learned that packages reported as lost often still make their way to customers.

Why does this matter to you? Sometimes carriers, wanting to provide quick closure to concerned customers, may prematurely conclude a package is lost. However, our years of experience have shown us that many of these "lost" packages are simply delayed and eventually arrive. That's why we rely on our own team's expertise to determine when a package is truly lost before sending a replacement or issuing a refund.

This careful approach protects you from the hassle of receiving duplicate orders and having to arrange returns. Rest assured, if our investigation confirms your package cannot be recovered, we'll promptly send a replacement or provide a full refund - you'll never be left without your purchase.

• We'll stay in communication throughout the process with regular updates

• We'll work directly with the carrier so you don't have to

• We'll resolve the issue either by locating your package or providing a replacement/refund after the investigation period

Be patient: Most shipping issues resolve within a few days, even when tracking seems stuck. Your patience during the investigation period helps us avoid duplicate shipments.

Cooperate with our investigation:

• If the carrier says they delivered to a specific location (back porch, side door, etc.), please check that area

• If tracking shows delivery to a neighbor, please check with them

• If we suspect theft, we'll need you to file a police report and provide us with the report number

Check thoroughly: Sometimes packages are left in unexpected spots - check with building management, neighbors, behind bushes, or other areas around your property

Secure delivery location: Consider having packages held at a FedEx/UPS location if theft is a concern in your area

Stay in touch: Respond to our updates so we can resolve issues as quickly as possible

If you have any concerns about your shipment, please contact us.

Please include your order number and phone number when contacting us.

• This policy applies to shipments within the United States only

• Replacement shipments are sent via standard shipping

• For high-theft areas, we recommend using FedEx/UPS hold for pickup services

We appreciate your patience and understanding. Our goal is to get your child's new bike to you while avoiding the inconvenience of duplicate deliveries that need to be returned.