Note: Orders will be processed within 1-3 business days (Mon-Fri). Delivery time includes order processing time and delivery time.


Order Tracking
If you have registered for an account on kaisda.com, you can track your order's shipping and processing information through your account. You can also track orders by order number. Once an order has been shipped, you will receive a shipping confirmation email to the email address on your order. Please send an email to kaisda.com for more shipping information.


Refusal of Shipment
We cannot cancel, block or change orders that have been shipped. You may return your order within 15 days (from the date of receipt of the product). If you refuse to deliver an order that you have asked us to send you, we reserve the right to charge a flat fee of €150 per e-bike to cover part of our shipping costs. If you return your order to us, we will treat your order as a return and refund the purchase price, minus €150, to your original payment method.


What if a product is lost in transit?
A delivery anomaly is when a parcel is temporarily stalled in transit for unforeseen reasons. If the product you ordered does not arrive at the address you provided (if provided correctly) or is lost in transit, we will endeavour to find and investigate the cause, which may take around 15 days. During this time, we will keep checking and pushing the progress and results of the investigation.

What if I receive the wrong product?
If you receive a defective or damaged product, or if you find that the product you received is different from the specifications shown in your order, please take a clear photo and contact us via email within 3 days of receiving your order. We will investigate in detail and help you solve the problem as soon as possible.

Accidents
Many circumstances beyond our control sometimes occur during the shipping process. In the event of unforeseen circumstances beyond our reasonable control (e.g. traffic jams, adverse weather conditions, roadworks, unforeseen delays, unforeseen production delays due to re-routing or mechanical breakdown, delays by third party suppliers), we may not be able to deliver your goods within a reasonable time and we are not liable for any delays or unsuccessful deliveries caused in part or in whole by any of the above circumstances. shall not be liable for any delay or unsuccessful delivery caused by some or all of the above. In the event of untimely delivery, we will change the delivery date and notify you. Extended transit times may also occur in exceptional circumstances such as bulk orders, new product releases or restocking dates. In such cases, we will indicate this on the product page and send a follow-up reminder by e-mail.

No responsibility for the situation in case of theft, loss, or damaged
Please note that we are not responsible for any lost, stolen, or damaged items due to the action of DPD or any other parcel service.

If you haven’t received the order yet, but the logistics order shows it has been signed for, please contact us soon within 3 business days to deal with the problem, or else, you are just able to contact the corresponding logistics company to solve your problem.

If you have any questions, please reach out to us at KAISDA.

Email: kaisda.service@outlook.com