Shipping policy

SHIPPING POLICY

At MTN MOTOWORKS, we work to process and ship orders as quickly and efficiently as possible.

Shipping and delivery times may vary depending on product availability, fulfillment location, carrier operations, destination, product type, and other logistics requirements.

Please review the applicable product page and verify all shipping and contact information carefully before completing your order.

PROCESSING TIMES

Orders are typically processed within 1–3 business days, unless a different processing timeframe is stated on the applicable product page.

Some products may require additional processing time due to:

Inventory location
Supplier availability
Warehouse fulfillment
Special-order or preorder status
High-demand inventory
Custom preparation
Freight preparation
Product configuration
Other fulfillment requirements

Processing time is separate from shipping or transit time.

Business days generally exclude weekends and applicable holidays.

Processing begins after the order has been successfully placed and payment has been authorized.

SHIPPING & DELIVERY ESTIMATES

Estimated delivery times vary by product, shipping method, carrier, destination, inventory availability, and fulfillment location.

Some products may ship from available MTN inventory, while others may ship from an authorized fulfillment warehouse or approved supplier location.

Unless otherwise stated on the applicable product page, estimated delivery is typically 8–10 business days after shipment.

Certain supplier-fulfilled, specialty, oversized, freight, preorder, or other select products may have different delivery windows. When a product page provides a specific processing or delivery estimate, the timeframe shown on that product page applies to that product.

Shipping and delivery estimates are estimates only and are not guaranteed delivery dates.

MTN MOTOWORKS does not guarantee arrival by a particular date unless such guarantee has been expressly provided by MTN MOTOWORKS in writing.

Tracking information will be provided when available after your order has been fulfilled and shipping documentation has been generated.

Please allow normal carrier processing time for tracking updates to appear.

A tracking number may be generated before the carrier completes its first physical acceptance scan, so tracking information may not update immediately.

FULFILLMENT LOCATIONS

Orders may be fulfilled from:

MTN MOTOWORKS inventory
An authorized fulfillment warehouse
An approved supplier
A distribution facility
Another authorized fulfillment location

Fulfillment location may vary depending on product availability and inventory.

Supplier-fulfilled or warehouse-fulfilled products remain MTN MOTOWORKS customer orders, and our team will assist with available shipment information when reasonably necessary.

REQUIRED SHIPPING & CONTACT INFORMATION

Customers are responsible for providing complete, current, and accurate shipping and contact information at checkout.

A valid and reachable phone number is required for all orders.

The phone number may be used by MTN MOTOWORKS, an authorized supplier or fulfillment partner, shipping carrier, freight company, customs broker, or other logistics provider when reasonably necessary for:

Delivery coordination
Address verification
Freight delivery appointments
Delivery exceptions
Carrier inquiries
Customs or import clearance
Shipment-related communication

Before placing your order, please verify:

Full name
Street address
Apartment, suite, or unit number, if applicable
City
State or province
ZIP or postal code
Country
Email address
Valid and reachable phone number

Orders submitted without a valid or reachable phone number may be delayed or placed on hold until the required information is provided.

Providing false, incomplete, incorrect, disconnected, outdated, or otherwise unusable contact information may result in processing or delivery delays.

ADDRESS OR CONTACT INFORMATION CHANGES

If you discover an error in your shipping address, email address, or phone number, contact us immediately at:

support@mtnmotoworks.com

Changes are not guaranteed once processing or fulfillment has begun.

Once an order has been submitted to a supplier or fulfillment partner, packaged, assigned shipping documentation or tracking, prepared for carrier pickup, or transferred to a carrier, MTN MOTOWORKS may be unable to modify:

Shipping address
Contact information
Delivery instructions
Recipient information
Carrier routing

MTN MOTOWORKS is not responsible for delays, failed delivery attempts, misdelivery, returned shipments, or additional charges resulting from incorrect, incomplete, invalid, or outdated information supplied by the customer, except where otherwise required by applicable law.

Where applicable, the customer may be responsible for:

Address correction fees
Carrier interception fees
Redirection fees
Redelivery fees
Return shipping charges
Reshipping charges
Storage charges
Additional carrier or freight charges caused by incorrect or incomplete customer-provided information

TRACKING INFORMATION

Tracking information will be provided when available after your order has been fulfilled and shipping documentation has been generated.

Please allow normal carrier processing time for tracking information to become active.

A shipping label or tracking number may be generated before the carrier completes its first physical acceptance scan.

Temporary gaps in tracking activity do not necessarily mean that a shipment has been lost or is not moving through the carrier network.

For tracking questions, contact:

support@mtnmotoworks.com

Please include your order number.

SEPARATE SHIPMENTS

Orders containing multiple products may arrive in separate shipments depending on:

Product type
Inventory location
Supplier location
Warehouse availability
Package dimensions
Freight requirements
Carrier requirements

Receiving only part of an order does not necessarily mean that other items are missing.

Separate tracking information may be provided for each shipment when available.

SHIPPING DELAYS

We work to meet estimated processing and delivery windows; however, shipment timing may be affected by circumstances outside our reasonable control.

Potential delays may include:

Carrier delays
Weather conditions
Natural disasters
Transportation disruptions
Customs or import processing
Supplier delays
Warehouse delays
Peak-season volume
Service interruptions
Regional delivery restrictions
Incorrect or incomplete customer information
Other circumstances outside MTN MOTOWORKS' reasonable control

MTN MOTOWORKS is not responsible for carrier or logistics delays outside our reasonable control, except where otherwise required by applicable law.

If a delay occurs, we will make reasonable efforts to assist with available tracking information and shipment updates.

A shipping or carrier delay does not automatically qualify an order for cancellation or refund once the order has entered processing, fulfillment, or shipment.

LOST PACKAGES & SHIPMENTS IN TRANSIT

If tracking information indicates that a package may be lost in transit, contact:

support@mtnmotoworks.com

MTN MOTOWORKS may review available tracking information and, where appropriate, assist with a carrier inquiry or claim.

Customers may be required to provide reasonable information or documentation necessary to support a carrier investigation.

A shipment is not automatically considered lost because tracking has temporarily stopped updating or because a shipment is delayed.

Carrier investigations and claims may require additional processing time.

PACKAGES MARKED DELIVERED

If carrier tracking reports a package as delivered but you cannot locate it, please first:

Check the delivery location
Check entrances and alternate delivery areas
Ask household members
Check with neighbors
Check with building management, security, front desk, mailroom, or package room
Review available carrier delivery photos
Contact the shipping carrier when appropriate

If the package still cannot be located, contact:

support@mtnmotoworks.com

We will assist with available shipment information and, where appropriate, a carrier inquiry.

MTN MOTOWORKS is not responsible for theft, loss, or disappearance occurring after confirmed delivery to the shipping address provided by the customer, except where otherwise required by applicable law.

REFUSED, UNCLAIMED & RETURNED SHIPMENTS

Refusing delivery does not constitute an approved cancellation.

Customers should not refuse delivery or instruct a carrier to return a shipment unless specifically authorized by MTN MOTOWORKS.

Orders that are:

Refused at delivery
Returned to sender
Left unclaimed
Returned because of an incorrect or incomplete customer-provided address
Returned because the customer failed to accept delivery
Returned because the carrier could not reach the customer using the contact information provided
Redirected back to the sender at the customer's request

may be treated as customer-initiated returns and handled in accordance with our Returns, Refunds & Cancellations Policy.

Where permitted by applicable law, deductions from an eligible refund may include:

Original shipping charges
Return shipping charges
Freight charges
Carrier return fees
Address correction fees
Redirection or interception fees
Storage or redelivery fees
Applicable 15% restocking fee
Reasonable repacking or condition-related deductions where applicable

A refused, returned, or unclaimed shipment must first be received and inspected before refund eligibility is determined.

Refusing or failing to accept a shipment does not automatically qualify the order for a full refund.

ORDER CANCELLATIONS AFTER FULFILLMENT

Customers should contact MTN MOTOWORKS immediately after placing an order if they need to request a change or cancellation.

Once an order has entered:

Processing
Procurement
Supplier fulfillment
Packaging
Freight preparation
Shipping preparation
Other committed fulfillment activity

cancellation may no longer be available.

Orders that have been marked fulfilled or shipped cannot be canceled.

Customers who no longer want an order after fulfillment or shipment must first receive the shipment and, if eligible, request a return under our Returns, Refunds & Cancellations Policy.

DAMAGED SHIPMENTS

Please inspect your package and product promptly after delivery.

If your shipment arrives damaged, contact:

support@mtnmotoworks.com

as soon as possible.

Depending on the circumstances, we may request:

Photos of the shipping package
Photos of visible package damage
Photos of the shipping label
Photos of the product
Video demonstrating the reported issue
Product or serial number information
Other documentation reasonably necessary to evaluate the claim

Please retain the original product packaging and shipping materials while the claim is being reviewed.

Do not install, modify, wire, energize, program, disassemble, or continue using a product that appears damaged unless instructed by MTN MOTOWORKS.

FREIGHT & OVERSIZED SHIPMENTS

Complete e-motos, oversized products, batteries, and other freight-shipped items may require additional delivery coordination.

A valid and reachable phone number is required for freight shipments.

The carrier may contact the customer to arrange a delivery appointment or provide delivery instructions.

Customers are responsible for responding to reasonable carrier communications and being available for scheduled delivery where required.

Failure to respond to carrier calls, messages, or delivery appointment requests may result in:

Delivery delays
Redelivery charges
Storage charges
Return freight charges
Other carrier-assessed fees

Where permitted by applicable law, customer-caused freight, storage, redelivery, or return charges may be the customer's responsibility.

INTERNATIONAL SHIPPING

International customers are responsible for understanding the import and delivery requirements applicable to their destination.

A valid and reachable customer phone number is required for international shipments and may be provided to the shipping carrier, customs broker, fulfillment provider, supplier, or other logistics provider when reasonably necessary to complete shipment, customs clearance, or delivery.

Unless otherwise stated, customers are responsible for applicable:

Customs duties
Import taxes
Brokerage charges
Tariffs
Local taxes
Import fees
Other government or carrier charges

MTN MOTOWORKS is not responsible for customs or import-processing delays outside our reasonable control.

If an international shipment is refused, abandoned, unclaimed, or returned because of:

Unpaid customs duties
Unpaid taxes or import fees
Failure to complete customs requirements
Failure to respond to customs or carrier communications
Invalid customer contact information
Customer refusal
Local import restrictions
Incorrect customer-provided information

the shipment may be treated as a customer-initiated return where permitted by applicable law.

Original shipping, customs-related costs, return transportation, carrier fees, and other non-refundable expenses may be deducted from an eligible refund where permitted.

Mandatory consumer rights provided by applicable law remain unaffected.