Shipping policy
Last updated: September 24, 2026.
This policy is published by Super Good Electronic Technology Limited, trading as EDIKANI.
1. Shipping Destinations
| Product type | Destinations | Exceptions |
|---|---|---|
| E-scooters | EU countries + USA | Remote areas and islands not served |
| E-bikes | USA only | Remote areas and islands not served |
| Standard accessories | EU + USA + UK | Some ship from China |
| Custom accessories | Global | Made to order (see Table 2) |
| Other regions | Contact us | No PO boxes / APO / FPO |
2. Shipping Time & Coverage
| Warehouse | Coverage | Time (average) | Notes |
|---|---|---|---|
| EU warehouse | EU countries | 5–7 days | Remote areas and islands not served |
| USA warehouse | USA (mainland) | 5–7 days | Excludes PR, Guam, HI |
| From China | Standard accessories | 10–15 days | Customs fees covered |
| From China | Custom accessories | 15–60 days | Depends on customization level |
(a) Note on custom accessories. Because customized parts are specially engineered and manufactured to order, production and shipping times can range from 15 to 60 days. We appreciate your patience as we ensure the highest quality for your specific setup.
(b) Estimated delivery time. Standard processing time is 1–2 business days. The times shown in the table above are average estimated delivery times, counted from dispatch, and delays may occur during public holidays and peak periods. Remote areas and islands are not served. Whether a particular address counts as remote depends on the carrier's service area, which we check on your behalf — there are too many such postcodes for us to list them here, so please confirm with Customer Service before you order.
3. Shipping Address & Tracking
| Topic | Policy |
|---|---|
| Address changes | Only allowed before shipment. Contact service@edikani.com. If you need to cancel the order instead, the rules and fees are set out in Section 2.1(d) Cancellation before shipment in our Refund Policy. |
| Order tracking | A tracking email is sent when your order ships. You can also log in to "My Account" for details. |
4. Receiving Your Shipment
E-bikes, e-scooters and battery packs are oversized and are delivered by freight carrier, not by an ordinary parcel service. Please read this section before your delivery date — a few minutes at the door is what protects your claim if something arrives damaged.
(a) Inspect before you sign. Please be present for the delivery appointment. Before you sign the carrier's delivery receipt, look at the pallet and the outside of the carton. If you see visible damage, crushing, punctures, missing cartons or torn pallet wrap, ask the driver to note the damage on the delivery receipt before you sign, and photograph the pallet and the carton as delivered. The carrier's claims process requires damage to be recorded at delivery — where the receipt is signed without any note, the carrier may refuse a damage claim, and that is a claim we cannot recover either.
(b) Check the contents within 48 hours. Some damage cannot be seen from the outside. Please open the carton and inspect the contents within 48 hours of delivery, and keep the carton and all packaging materials until you have finished checking.
(c) If something is damaged, missing or faulty. Contact Customer Service at service@edikani.com with photos or a short video of the outer packaging (all sides) and of the product itself, a photo of the packing slip, and your order number. Please do this within 7 days of delivery, and keep the outer packaging and all packaging materials until your case is closed — the carrier may need to inspect the carton. The full process, and what we do in each case, is set out in Section 2.3 Damaged, Defective or Missing Items in our Refund Policy.
(d) If you purchased Seel Shipping Protection. Claim with Seel first: file it through Seel's claims center, where Seel's own window for damage is 7 days from delivery. Please also keep us informed, so that we can follow your case and cover the shortfall where Seel's payout is less than a verified loss. See Section 8 below and Section 2.4 of our Refund Policy.
(e) Delivery conditions. Freight deliveries may require a scheduled appointment window, and a liftgate is needed if you do not have a loading dock. Please confirm your delivery conditions with us before your order ships. Delivery is to the curbside or the nearest accessible point; inside delivery is not included.
5. Failed Deliveries and Refusals
EDIKANI offers free shipping on successful deliveries. Because freight for oversized items is expensive, the following applies to orders that do not reach you:
- If an e-bike or e-scooter order is returned to us after 3 failed delivery attempts, or is refused at the time of delivery, a non-refundable fee of $250 per unit applies. For accessories, the return rules in our Refund Policy apply instead: a refused accessory is refunded at 60% of the order amount. The 40% deduction represents a reasonable estimate of the outbound freight, handling and restocking costs, and the return shipping is borne by EDIKANI.
- This fee represents a reasonable estimate of the actual outbound freight, return freight, handling and restocking costs incurred by the merchant.
- If you ask us to intercept an order before it is delivered, the applicable fees are set out in the refund table at Section 2.1(f) of our Refund Policy.
- Where the delivery failed because of an error on our side — for example, we shipped to an address other than the one you provided — no fee applies.
- Where the delivery failed because the address you gave us was incorrect or incomplete, that is not an error on our side: we can only guarantee delivery to the address you provide. We are happy to contact the carrier to try to re-route the shipment, or you can contact the carrier yourself — but a re-route cannot be guaranteed, and the fees above still apply.
- Please keep your delivery address and contact phone number correct, and be reachable at the delivery appointment. If you cannot be present, reschedule with the carrier rather than letting the shipment be left unattended.
- Refunds for these orders are issued after the goods are received back and inspected. The full rules are set out in Section 2.1(e) Undeliverable & refused shipments in our Refund Policy.
- Standalone battery products. This applies to batteries and battery packs purchased on their own, and not to e-bikes, e-scooters or any other product that contains a battery. A standalone lithium battery is a regulated dangerous good in the United States (UN3480, Class 9). Batteries of this size sit far above the 100 Wh threshold for simplified handling, so they can only move through a carrier's dangerous-goods service — under contract, by ground, with hazard labels and documentation — and loose batteries are not carried by air in ordinary parcel services. Retail counters and drop boxes will not accept them, and US hazardous-materials rules expressly exclude lithium batteries from the reverse-logistics relief that makes returning other small hazardous items possible. The practical result is that only a trained, contracted shipper can hand a battery to a carrier: a battery can travel out to you, but it cannot travel back from you. That is why, if you do not want one, refusing the delivery is the only option — once you have signed for it, it cannot be sent back. Please bear this in mind before your delivery appointment.
6. Taxes & Customs
✓ No extra fees! The price you pay at checkout is the total — you will not be charged any additional customs, duty or clearance fees. All products are either:
- shipped from local warehouses (pre-cleared by customs), or
- for China-shipped accessories: customs fees covered by EDIKANI.
7. Lost or Missing Packages
If your tracking shows no delivery within the expected window, shows a logistics exception, or shows "delivered" but you have not received your order:
- Who leads the claim. If you purchased Seel Shipping Protection, claim with Seel first — and tell us as well, so that we stay on your case. If you did not purchase it, we lead — contact us and we will handle it.
- Tell us. You do not need to contact the carrier yourself — we will open and manage the carrier investigation on your behalf and keep you informed of its progress. There may still be times when we need your help — for example to confirm your delivery address, or to provide photographs, a written statement or the delivery documents — and we will tell you exactly what is needed and why.
- Where the carrier does not confirm delivery, we will resolve the order with you on the basis of the carrier's investigation.
- Where the carrier confirms delivery but you have not received the parcel, we will review the carrier's proof of delivery with you and assist you with a claim. Please note that proof of loss is required — for example a police report, an on-site video, a carrier confirmation of loss, or an equivalent document — and a lost-parcel case is not automatically compensated at the full order amount.
- We ship with declared-value cargo insurance, and we will file and pursue the claim with that insurer together with you, on the strength of the evidence on file.
- The same loss may not be compensated twice: where Seel has paid you, our payment is limited to the shortfall, and vice versa.
- This applies whether or not you purchased Seel Shipping Protection. The full rules are set out in Section 2.4.1 Lost parcels of our Refund Policy.
8. Seel Shipping Insurance
(a) What it is. Seel Shipping Protection is a paid, third-party shipping protection product offered at checkout by Seel, an independent provider. It protects your parcel while it is in transit, covering: loss in transit; damage in transit; and the case where the carrier marks the parcel as delivered but you never received it. It is not mandatory — the protection is added to your cart by default, and you can remove it from the cart before you check out. Choosing not to purchase it does not affect any of your rights under this policy or under our Refund Policy: the damage, missing-item and lost-parcel provisions above still apply to you.
(b) How to claim. All claims must be submitted through the Seel Compensation Center. Customers can also file a claim by logging in at Seel's claims center. Seel applies its own claim windows, and they are shorter than most customers expect: 7 days from delivery for damage, or for a parcel marked delivered that you did not receive; and 30 days (same country) or 60 days (cross-border) from shipment for a lost parcel. Seel's published standards are set out in (c) below.
(c) Package Compensation Policy
| Type | Compensation standard | Claim time limit | Claim conditions |
|---|---|---|---|
| Lost package | Total order payment (excluding shipping fee) | Same country: considered lost if not received 30 days after shipment. Different countries: 60 days after shipment. | No logistics exception but not delivered within the above period. If logistics shows an exception, the claim can be filed directly. |
| Delivered but customer did not receive | Total order payment (excluding shipping fee) | Within 7 days from the delivery date | Any one of the following proof of loss is required: police report; on-site video evidence; loss certificate from the logistics company; written documents from other qualified personnel. |
| Damaged package | Depends on the degree of damage, up to the total order payment (excluding shipping fee) | Within 7 days from the delivery date | Provide photos of the package and the damaged product. Excludes pre-shipment product issues or customer-caused damage. Final compensation subject to review. |
(d) How we work with Seel.
- Claim with Seel first, and keep us informed. Retain the outer packaging, all packaging materials, the packing slip, and photos of the damage — Seel's process requires them. Tell us as well, so that we can follow your case and step in on the shortfall.
- If Seel does not fully cover a verified loss, EDIKANI pays the difference. Where a claim is verified and Seel's payout is less than the verified loss, we top up the shortfall.
- If you did not purchase it, contact Customer Service and EDIKANI will compensate you directly, under the damage provisions in Section 4 above.
- The same loss may not be compensated twice. Where Seel has paid you, our payment is limited to the shortfall — and vice versa. Seel decides its own claims under Seel's terms, which we do not control.
9. Force Majeure
We are not responsible for a delay, or for a failure to perform, that is caused by an event beyond our reasonable control. Such events include natural disasters, severe weather, fire and flood; carrier strikes, network disruption and capacity shortages; customs or other government action; epidemics and public-health measures; war, civil unrest and terrorism; and the failure of a carrier, supplier or payment provider on which we reasonably rely.
Where such an event affects your order, we will tell you promptly, keep you informed of what we know, and — once the event is over — work with you on a reasonable solution. Nothing in this policy removes a right that the law applying to you gives you and that cannot be excluded by agreement.
10. Contact Us
For any question about an order, a delivery or this policy, contact Customer Service at service@edikani.com. Please include your order number and, where relevant, photographs or a short video. We respond to all after-sales enquiries within 1 business day, excluding public holidays.
