Our Busy Season
Right now we are getting orders out in 3-5 business days of receiving. We ship from Southern California and all batteries are sent ground and may arrive separate and a bit slower than the rest of your order. You will get a tracking number as soon as your order ships. If you do not get a tracking number you can log onto your luna cycle account and check the status there.
Estimates do not apply to preorders, wheel builds, or bike builds. Any/all custom work or order alterations adds to lead time.
If you still can't get information on your order after 4 business days you can open a trouble ticket here.
Typical shipping lead times
- Kit orders: A few days lead time
- Bike builds: Typical ETA from point of ordering to when it is picked up by the carrier is 5 weeks, possibly sooner depending on the model. The exception is bikes in the "Ready to Ship" category which ship much faster.
- Wheel builds: Typically adds a couple weeks to lead time.
- Preorder builds: Preorder builds are very custom, and typically take a few months.
- Scooters: Typically 1 week lead time
- International high value orders: See international section
Shipping notification/tracking: Please note that after the shipping label has been printed for your order it may take another 1-2 business days to be picked up by the carrier. (Delay may be longer if order includes custom work) Getting tracking does not mean it has been picked up but is a step in that direction.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
All high value shipments are sent with signature requirement. Customer is responsible for using an address that is capable of getting the shipment ordered and having it signed for.
For FedEx deliveries where this may be a problem signing for package, please see this page. Please note Fedex will not do address change for hazmat, but you can pick up from a Fedex facility.
UPS deliveries, if you wish you can waive signature requirement using UPS My Choice.
For batteries and most large orders in USA this goes FedEx ground or UPS Ground (this is mandatory if order includes battery due to regulations).
Bikes are typically sent via FedEx freight and require signature, no exceptions to signature requirement. You can track your bike shipment using the tracking number by entering it on the FedEx website. Please note that unless explicitly stated this is for curbside delivery they will not bring it indoors.
Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.
We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations. For lithium batteries we currently only ship to the continental United States, Canada and the EU due to hazmat regulations. (EU ships via ocean freight if it includes a battery, using JetCarrier. This can take 6-8 weeks and does not have tracking once it leaves USA)
For lithium to Hawaii we recommend using H20Logistics, DHX or AlohaFreight by contacting them regarding pickup of your package from our warehouse. We cannot ship directly to Hawaii.
- Technically, UPS/FedEx/DHL cannot deliver to P.O. Boxes. They will still attempt to do so if a PO Box address is provided in the chance it happens to be one with shipping services, store. Customer is responsible for using an address that is capable of getting the shipment ordered. You can have package sent to a UPS store or FedEx store for local pickup if need be, or divert it there if already in transit using UPS My Choice. or using FeEx Delivery Manager (USA only)
- Luna cannot send batteries to an APO, AFO or FPO (no hazmat to overseas military addresses).
- No lithium to Alaska
- No lithium to Puerto Rico (every other US territory or state is fine)
We can’t offer refunds after you sign, so first please inspect not only the package, but also labels & paperwork. We urge you to refuse packages or products that are damaged, broken, or appear to have been tampered with. Please contact our customer care team at firstname.lastname@example.org in those cases.
DON’T LET THIS HAPPEN
If your package can’t be delivered because you space out and do something like:
- Give us the wrong shipping address or phone number
- Refuse to accept delivery of an undamaged package/product
- Aren’t there to sign and didn’t ask FedEx to deliver without a signature
The package will be returned to us at your expense, including shipping costs and any tax/duty fees, and that amount will be deducted from your refund. And no one wants that.
For lithium batteries we currently only ship to the continental United States, Canada and the EU due to hazmat regulations. Not all listings are set up to accurately reflect international shipping cost, we will contact if extra payment needed. Kits (without batteries) and parts can be airshipped without issue.
All high value international shipments go through secondary fraud checks before shipment using Signifyd. This may add an extra week depending on workload, thank you for your patience.
International shipping may take 2-3 weeks or more due to their nature. Smaller packets will be sent first class and can take 4 weeks to clear customs.
High value orders cannot go USPS. USPS only allows us to insure a shipment up to $100, additionally USPS international does not let us do signature requirement which is necessary for high value orders.
EU ships via ocean freight if it includes a battery, using JetCarrier or another freight provider. This can take 6-8 weeks and does not have tracking once it leaves USA, but does have tracking being sent via the carrier to the cargo ship in USA. Not all listings are set up to accurately reflect overseas shipping cost, we will contact if extra payment needed. If the option is visible on shipping page at checkout please select "Sea Shipping" option for accurate shipping costs.
International Customs for Ocean freight: If using ocean freight to EU the package arrives in the a port that may vary depending on the freight provider, and follows this customs fee structure of this country before arriving at your destination country.
Please note that the maximum order value for international shipments is USD $5,000. Prebuilt bicycles (including scooters) cannot be shipped overseas unless an exception is made.
Other products such as hazardous materials (batteries) may have international shipping restrictions that are determined by the receiving country's government of import. Please clarify all intended purchases for custom clearance with your local importing authority, as once we have shipped the order it has become the sole responsibility of the consignee (buyer) and if there is any import irregularities and the package is determined as abandoned, we are no longer responsible and cannot issue any refund or store credit.
Attention international customers
You’re considered the “importer of record” and responsible for all levies, duties, import fees, taxes, and other charges. We urge you to check the extent of such charges with your local government agency prior to purchase – we can’t issue credit in cases where packages aren’t delivered because the fees weren’t paid. If your package was opened by the carrier or customs for authorized inspections, it should be re-closed with a guarantee seal.
Please contact email@example.com if you would like to arrange a local pickup at our warehouse in Los Angeles. This must be done before the local pickup order is placed.
All local pickups have a $200 minimum.
All bikes and bike builds must have a deposit. Please contact support for info on how to leave a deposit.