Our Busy Season
Most part orders are processed on a daily basis and usually ship same day. Larger or more complex orders are usually processed within 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, special requests 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
- Ready to ship bikes: Typically about a week
- Bike builds: Typical ETA from point of ordering to when it is picked up by the carrier is 2 weeks, possibly sooner depending on the model. The exception is bikes in the "Ready to Ship" category which ship faster.
- Bike Preorders: Estimated lead time is typically on the listing. Please note these are estimates and not guarantees; while we try to meet these timelines we do not advise to make plans based on an estimated lead time for a pre-order.
- Custom preorder conversions: 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 delivered and having it signed for. Generally speaking for hazmat and high value shipments you will want to avoid using a PO Box as the address unless it is a corporate managed PO Box with concierge services, so the concierge can sign for the package on your behalf.
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 freight (ebikes, dirtbikes), please note that it is NOT possible to do any custom address changes once the freight is in transit.
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 note freight shipments require you to schedule the delivery with the freight provider before they deliver, so make sure the contact info in your order is correct and make sure to be available on the scheduled day to avoid complications.
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 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 or Hawaii
- 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. Kits (without batteries) and parts can be air-shipped 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. International first class can take 4 weeks to clear customs. Please bear in mind for small items if you select USPS First Class International (the cheapest option) it will have no tracking once it leaves USA and cannot be resent if it gets lost. We highly recommend to select a shipping option that is insured and offers tracking, especially if you are ordering to Russia.
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.
Prebuilt ebikes to Canada: For freight hazmat, the system defaults to USA flat rate. We will email you to sort out the difference once we have quote from Fedex Freight to your Canada address.
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. The only exception to this are the countries that are in Europe but not part of the EU (Norway, Iceland, Lichtenstein, Switzerland) they will all pay local taxes.
Lithium price estimate on per-country basis
Note this additional cost is for the Jetcarrier portion of the shipment and does not include cost to ship to Jetcarrier. Actual total may vary depending on how many boxes are in the shipment, weight, exchange rate etc
$130 for these countries:
DE - Germany
EE - Estonia
LV - Latvia
LT - Lithuania
PL - Poland
BE - Belgium
LU - Luxembourg
NL - Netherlands
UK - United Kingdom (Great Britain aka England, Wales, Scotland)
AT - Austria
MC - Monaco
SK - Slovakia
CZ - Czech Republic
IT - Italia
HR - Croatia
SI - Slovenia
ME - Montenegro
RS - Serbia
PT - Portugal
IE - Ireland
GR - Greece (also EL)
RO - Romania
BG - Bulgaria
SE - Sweden
DK - Denmark
NO - Norway
Also these countries for an additional ~$47
IS - Iceland
LI - Lichtenstein
CH - Switzerland
Please note that the maximum order value for international shipments is USD $5,000. Prebuilt bicycles (including scooters) cannot be shipped overseas.
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, currency exchange 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 bikes and bike builds must have a deposit. Please contact support for info on how to leave a deposit.