Missing, Delayed, Damaged, or Misdelivered Shipment Guide

Use the section that matches your tracking status or delivery problem.

Once we hand your order to the shipping carrier, the carrier is responsible for transporting it to you. If your shipment is lost, delayed, damaged, or delivered incorrectly, contact E&C Support. We’ll review the shipment, confirm who needs to submit the claim, and help coordinate the process with the carrier—including opening the claim when the carrier requires the shipper to do so.

Label Created or UPS Awaiting Package

A label may be created before the carrier scans the package.

• Confirm the tracking number on the carrier website.
• Allow the published warehouse and carrier scan period.
• Account for weekends and holidays.
• Check for multiple tracking numbers.
• Review any posted product lead time.

If tracking remains unchanged beyond the published period, submit a shipping request to E&C. Support will determine whether a carrier trace or claim should be opened.

Only Part of My Order Arrived

Some orders ship in multiple packages. Certain bike batteries ship separately. Check every tracking number in the fulfillment email and order-status page and determine whether a battery or regulated item is shipping separately.

Do not report an item missing until every tracking number shows delivered or the expected delivery window has passed.

Tracking Says Delivered, but I Cannot Find It

1. Confirm the shipping address on the order.
2. Check all entrances, garages, gates, porches, mailrooms, and lockers.
3. Ask household members, neighbors, reception, and property management.
4. Review any carrier delivery photo or GPS note.
5. Allow until the end of the delivery day when appropriate.

Then contact E&C Support with the order and tracking numbers, confirmed address, delivery date and time, delivery photo if available, and every location checked.

When UPS or another carrier requires the shipper to initiate the investigation, E&C will submit or coordinate the claim on the customer’s behalf. The customer may be asked for a statement, photographs, proof of non-receipt, or other carrier-required documentation.

Tracking Has Stopped Moving

Review the carrier’s estimated delivery date and check for weather, service, customs, or regional disruptions. If the package has not moved beyond the carrier’s normal delay period, submit a shipping request to E&C.

Support will determine whether to contact the carrier, open a trace, or submit a claim. Do not submit a duplicate claim unless E&C or the carrier instructs you to do so.

International deliveries may take longer because of customs. Import taxes, duties, and related fees remain the customer’s responsibility.

Package Arrived Damaged

Do not reject or return the shipment unless E&C instructs you to do so.

1. Photograph every side of the unopened package.
2. Photograph the shipping label and all damaged areas.
3. Photograph the internal packaging and every damaged component.
4. Retain all packaging.
5. Do not install or operate a visibly damaged electrical component or battery.
6. Submit a support request promptly.

E&C will confirm whether E&C or the customer must initiate the carrier claim. Keep the package and packing material until the case is resolved.

Item Missing From an Intact Package

Send the order number, shipping-label photo, box and internal-packaging photos, packing slip if included, received-item list, and exact missing item and quantity. Keep all packaging until Support reviews the request.

Wrong Shipping Address

Contact Support immediately. An address change cannot be guaranteed after fulfillment begins. Carrier rerouting may be unavailable, may cost extra, or may require recipient action.

Rejected or Returned Package

Packages rejected by the customer forfeit the original shipping charge and may require payment of new shipping costs before being resent. Send Support the order and tracking numbers.

What to Include

• Order and tracking numbers
• Shipping address
• Issue description and relevant dates
• Delivery photo
• Package, label, and damage photos
• Missing-item list
• Confirmation that every tracking number was checked
• Existing carrier case or reference number, if any

Read the complete Terms and Conditions

Submit a support request