Please carefully review this guide to familiarize yourself with the procedure and know what to anticipate once you place an order with us.
Order Confirmation:
• Upon placing your order, you will promptly receive an order confirmation email. This indicates that we have authorized your credit card for the transaction and are preparing your order for dispatch.
• As we receive your order, we instantly contact our warehouse to verify that the item is in stock and ready for immediate shipping.
• In case your item is on backorder or unavailable, we will notify you through email.
• If your item(s) are ready for instant shipment, we will process the payment and send the order for shipping.
Order Shipment:
• If your order is in stock and your credit card is approved by our fraud protection department, the product will be shipped within 1-2 business days from the date of your order.
• Within 24 hours, we will send the tracking information to the email address you provided during checkout. • We ship via UPS Ground, FedEx Ground, and Freight to the lower 48 states. Generally, all orders will ship the next business day, with delivery times ranging from 3-10 business days if the product is in stock.
• Some parts orders and freight shipments may ship the following business day if the order is placed near the 1pm cut-off time.
• Shipping costs are included for any unit going ground to the lower 48 states. AK & HI ship by AIR at an additional cost.
• We do not offer Cash On Delivery.
• The freight company requires a phone number to schedule a delivery appointment.
• Not providing this information at the time of order may result in delayed delivery, as freight items will not be delivered without an appointment.
• A delay in delivery might also incur additional storage fees that must be paid prior to delivery.
Damages:
• Upon arrival, carefully inspect the packaging of your items.
• If any products are damaged, you can submit a warranty claim to receive replacement parts for the damaged items.
• If your item(s) arrive damaged, please send photos to [email protected], and we will process an insurance claim on your behalf.
Cancellations & Refunds:
• All canceled orders will incur a 15% administration fee of the total order amount, regardless of whether the order has shipped or not. This fee covers administrative and personnel costs.
• If your item is on backorder, and you agree to wait for it, we will hold your payment until the product ships. If you choose to cancel before the backordered item arrives and is prepared for shipping, no fee will be charged.
• If your order has shipped, you (the buyer) will be responsible for the actual return shipping costs. Refunds will be issued only to the original credit card used when placing the order.
Backorders:
• Occasionally, a product may be out of stock at our warehouse, and the website may not have been updated when you placed your order. In such cases, we will email you immediately after your order is placed, informing you of the backorder, the estimated arrival time, and any available alternatives if you prefer to receive a bike sooner.
• The expected arrival time may be subject to change due to unforeseen circumstances, such as a shipment being delayed at the port or the factory lacking a specific component required for the manufacturing process.
• If the arrival time for your order changes, you can decide whether to keep the order, opt for a different product, or cancel the order entirely.
• Upon the arrival of backordered items, we will notify you via email with your estimated shipping date, and you will receive an email containing tracking information within 1-3 business days. This section provides essential information regarding the delivery of your item. If you have purchased a large and heavy item, it will be shipped via LTL freight and delivered using a lift-gate truck.
Important Freight LTL Shipment:
- When the item arrives in your city or a nearby city, the dispatcher will call you to schedule a future delivery date and time. The item will not be delivered until this appointment is set.
- You must be present at the delivery address during the specified delivery window to receive and sign for the item.
- The dispatcher will inform you of the available dates. Delivery appointments can only be scheduled from Monday to Friday. Delivery times can only be scheduled within the windows of 8 am – 12 pm or 12 pm – 4 pm. The delivery window may vary depending on the freight company, and a fixed delivery time cannot be scheduled (e.g., 9:00 am). It can only be arranged within a delivery window timeframe.
- Ensure that the phone number you provided at checkout is an accurate contact number.
- Avoid screening your calls until your item has been delivered.
- The item will be delivered via a lift-gate truck with one delivery person. It will be placed at your door or the closest area near your door. Due to its large size, it may not be possible to place it directly at your door.
- Retain all your packing materials, including the pallet. If you decide to return the item, you will need to have all the original packing materials.
How to Handle Damages, Exceptions, or Discrepancies at the Time of Product Delivery (Carton packaging appears damaged, such as ripped, with holes, large dents, open carton, or missing items):
• Carton damage necessitates a visual inspection of the unit’s contents.
• Luxurious Dwelling advises conducting an IMMEDIATE inspection, with the driver present, to assess any damage. If the contents are damaged, note the damage on the carrier’s paperwork and promptly notify Mobility Paradise.
• IMPORTANT: If you cannot inspect the contents immediately, notations on the carrier’s paperwork must state: “Carton damage, subject to inspection,” and list the type of damage.
• The contents must be inspected within 48 hours of arrival, and any actual damage should be reported to the carrier.
Carton packaging with extensive damage and exposed product:
• Refuse the shipment.
• Sign the carrier’s paperwork, stating: “Carton damaged and refused.”
• Notify Luxurious Dwelling immediately.
If you have any additional questions regarding the ordering and shipping process, please feel free to contact us by email at [email protected]