Qronge Shipping Protection Terms & Conditions
1. Overview of Shipping Protection
Qronge’s Shipping Protection is an optional value-added service designed to cover potential losses during transit, including lost, damaged, or misdelivered packages.
This service is not an insurance product or agreement and does not constitute an insurance contract. It only applies to e-bikes and accessories purchased directly through Qronge’s official website. Any purchases made through any other third-party website shall not be covered by any of the terms of the Qronge Shipping Protection.
Coverage: Loss, damage, or mis-delivery during shipping. For purposes of the Qronge Shipping Protection, the aforementioned terms are further defined in the following Compensation Policies section.
Fee: Should the customer choose to apply Qronge’s Shipping Protection, the cost will be two percent (2%) of the total order value. The total order value shall include any and all shipping charges and relevant taxes.
Carrier: For purposes of the Qronge Shipping Protection, “carrier” shall mean the company and/or United States Postal Service that is transporting and delivering the package the customer ordered from Qronge’s official website.
2. Compensation Policies
2.1 Lost Package
Definition: A lost package shall mean the shipment has not been delivered within the defined timeframe provider by the carrier, and cannot be located within the carrier’s tracking system.
Claim Window: The customer must file a claim with Qronge within ninety (90) days from the shipping date, and no later than fourteen (14) days after the carrier’s last tracking update.
Required Proof: Order number and tracking information.
Compensation: For purposes of a lost package, Qronge shall provide a replacement of the lost package and the contents contained therein. Upon confirmation of package loss, Qronge will ship a replacement of the lost product(s) to the same shipping address the customer previously provided to Qronge.
2.2 Damaged Package
Definition: Damage shall mean the product(s) arriving in a condition that makes them unusable (e.g., broken, cracked, bent if non-bendable, severed, crushed). Damage that is cosmetic or superficial damages that do not affect the usability and/or functionality of the product(s) shall be treated differently, as detailed below. Manufacturing defects, incorrect packaging, or unsealed items are excluded. Qronge shall solely determine whether the alleged damages constitute manufacturing defects, incorrect packaging, or unsealed items and treat them accordingly.
Claim Window: Within seven (7) days of delivery.
Required Proof: Photos/videos clearly showing the damage, photos of the original packaging, order number.
Compensation: For purposes of a damaged product(s) the following compensation options apply.
- Partial Refund: For cosmetic damage (e.g., scratches, light deformation) on non-replaceable components, a partial refund will be issued, not exceeding the product(s)’ original purchase value. Qronge shall solely determine the amount of the partial refund based upon the extent of the cosmetic damage.
- Exchange: For any level of damage that affects the usability and functionality of the product(s) and are replaceable components, Qronge will replace those damaged components.
2.3 Misdelivery
Definition: For purposes of the Qronge Shipping Protection, mis-delivery shall mean if the carrier tracking indicates that the product(s) was,“Delivered,” but the package was delivered to the wrong address (not the one listed on your order).
Claim Window: Claims must be filed within seven (7) days of the tracking status showing,“Delivered.”
Process: Customer shall first contact the carrier to correct the delivery. Should the carrier be unable to correct the mis-delivery, contact Qronge for additional support. If the carrier is able to redeliver the product(s) and the customer incurs additional redelivery fees, contact Qronge support with:
- Order number
- Carrier documentation (e.g., UPS/FedEx case number)
Compensation: Qronge will cover any and all redelivery costs. If the package cannot be located, Qronge will treat it as a lost package per Section 2.1.
2.4 Other Situations
2.5 Delivery Delay
Definition: For purposes of the Qronge Shipping Protection, “deliver delay” shall mean when a package does not arrive within the carrier’s estimated delivery timeframe and no updated tracking information is available.
Required Proof: Order number and tracking information.
Compensation: $5 per delayed order.
Exclusions: Delays caused by customer-provided address issues are not covered.
2.6 Exclusions (Not Covered)
Incorrect shipping address provided by the customer (e.g., spelling errors, missing house number, carrier cannot ship to customer’s provided address).
Issues unrelated to shipping (e.g., product(s) defects, customer misuse or handling errors).
Claims not filed within seven (7) days after delivery.
Lack of sufficient proof (photos, videos, tracking documents).
Requests to exchange/return items after successful delivery without shipping-related issues.
Any problems with product(s) not directly caused during shipping.
Qronge in its sole capacity shall determine if the product(s) issues are excluded from its Qronge Shipping Protection.
3. Compensation Limits
Maximum compensation is limited to the purchase price of the product(s) covered under Qronge Shipping Protection.
Shipping fees and protection service fees are non-refundable.
Delivery delay compensation is capped at $5 per order.
The customer agrees to INDEMNIFY AND HOLD HARMLESS Qronge from any loss, liability, damage or costs, including court costs and attorney fees that they may incur due to misreading, misunderstanding, and not following the terms of the Qronge Shipping Protection requirements provided herein. Should any dispute occur between the customer and Qronge regarding the Qronge Shopping Protection, the customer’s damages and any liability attributed to Qronge shall be limited to the total purchase price of the shipped and/or delivered product(s).
4. Cancellation Policy
You may cancel the Qronge Shipping Protection free of charge before your order is shipped. Once the order has been shipped, it means you have confirmed the purchase of the Qronge Shipping Protection and are bound by its terms. Once the order/product(s) have shipped as indicated by the carrer, the Qronge Shipping Protection becomes non-refundable.
5. Additional Terms
Qronge reserves the right to deny compensation per the Qronge Shipping Protection upon its sole determination. Qronge may also refuse the customer from purchasing the Qronge Shipping Protection should it determine tha the customer is engaging in false or fraudulent conduct.
You acknowledge and agree that Qronge is not responsible and/or liable for any and all shipping issues that may arise from legal, policy, regulatory, commercial, or carrier-related restrictions; for instance; the customer is located in a region that the carrier does not or cannot deliver the customer’s ordered product(s).
This Qronge Shipping Protection shall be construed and interpreted in accordance with the laws of the State of California.
The parties agree that any and all claims or disputes arising out of the program or the performance of the program shall be brought in San Bernardino County, California.
By using the Qronge Shipping Protection, the customer consents to receive notifications via SMS, email, or other valid contact methods the customer provides to Qronge, ensuring timely updates on claims and order status.
