Policy

Shipping & Return Policy

Last updated · ~1 min read

Thank you for choosing Windhorse for your electric bike needs. We strive to provide the best customer experience possible, which includes transparent and efficient shipping and return policies. Please read the following information carefully to understand how we handle shipping and returns.

Shipping

We currently ship to addresses within the contiguous United States (48 states and Washington, D.C.), Canada, and the United Arab Emirates. We do not currently ship to Alaska, Hawaii, or U.S. territories.

United States

US orders are dispatched from our California warehouses. We offer two shipping options:

  • Standard Shipping (7 days): This is our default shipping method, and it is free of charge. Your order will be carefully packaged and shipped within 1–2 business days. Please note that delivery times may vary depending on your location.
  • Express Shipping (3 days): If you need your electric bike sooner, we offer express shipping for an additional fee of $50. With this option, your order will be prioritized and delivered to you within 3 business days.

Please note that parts and accessories for US and Canada orders are shipped from our overseas warehouse. Delivery normally takes about 15 days. Accessory orders are dispatched within 1–2 working days after payment.

Canada

Canadian orders are fulfilled from our Toronto warehouse (Mississauga, ON) with free standard shipping.

United Arab Emirates

UAE orders are fulfilled locally from our Dubai warehouse (Dragon Mart 2, Dubai), with free shipping to all seven emirates — Abu Dhabi, Ajman, Dubai, Fujairah, Ras Al Khaimah, Sharjah, and Umm Al Quwain. Orders are dispatched within 1–4 business days of payment and typically delivered within 3–10 business days. Parts and accessories for UAE orders also ship locally from our Dubai warehouse on the same schedule.

Once your order has been shipped, you will receive a confirmation email with a tracking number. You can use this tracking number to monitor the progress of your delivery.

Ebikes & Scooters Return Policy

We understand that sometimes a product may not meet your expectations. That's why we offer a flexible return policy to ensure your satisfaction.

14-Day Free Return (Unused Items)

If you are not completely satisfied with your electric bike, you may return it within 14 days of delivery, provided the item is unused, in its original condition, and with all packaging and tags intact. For returns meeting these conditions, we offer free return shipping and will issue a full refund upon receipt.

30-Day Return (Quality Issues & Other Reasons)

We also offer a 30-day return window from the date of delivery:

  • For quality-related issues — We will provide a free return shipping label and issue a full refund after the item is received and inspected.
  • For non-quality related returns (e.g., change of mind) — Return shipping is the customer's responsibility. We can provide a prepaid return label, but the shipping cost and 5% restocking fee will be deducted from your refund.

Accessories Return Policy

We accept returns for accessories within 30 days of delivery.

  • Returns due to customer reasons:
    A 5% restocking fee will be deducted from the refund. You are responsible for arranging the return shipment and covering the return shipping cost. A refund will be issued after we receive the returned item. Please email us the tracking number at support@windhorse.com. This helps us track your return and process your refund faster.
  • Returns due to quality issues:
    If your accessory has any quality issues, please contact us immediately. We will work with you to resolve the issue promptly.

Returns & Exchanges in the United Arab Emirates

UAE orders are returned and exchanged locally within the UAE — you never need to ship anything internationally. The same return windows and conditions above apply (14-day free return for unused items; 30-day window for quality-related and other returns, with a 5% restocking fee and return shipping payable by the customer for non-quality returns).

To start a UAE return or exchange, contact us first and we will confirm the details with you:

  • Return address: Windhorse Dubai Warehouse, Shop GB30, Ground Floor, Dragon Mart 2, Dubai, United Arab Emirates
  • Phone: +971 54 577 8825, 10:00 AM – 5:00 PM (GST, UAE local time)
  • Email: support@windhorse.com

Reminder

All returns must be initiated and shipped back within 30 days of delivery. Returns not fully completed within this window will be automatically closed and no refund will be issued.

For any return requests or questions, please reach out to us:

  • Email: support@windhorse.com
  • US Service Hotline: +1 (978) 712-8983, 11:00 AM – 8:00 PM (EST)
  • UAE Service Line: +971 54 577 8825, 10:00 AM – 5:00 PM (GST, UAE local time)
  • US Return Address: Windhorse Shop, 401 Main St #105, Huntington Beach, CA 92648, Tel: +1 (714) 369-2332
  • UAE Return Address: Windhorse Dubai Warehouse, Shop GB30, Ground Floor, Dragon Mart 2, Dubai, UAE