Delivery Claims Policy

01. Tracking & Delivery Delays

No Tracking Updates

If tracking shows no new movement for 7 consecutive business days, please contact GLERC with your order number. We will review the tracking history and open an investigation with the carrier when needed. Investigations typically take about 5 business days, but the timing depends on the carrier and the circumstances.

If the carrier confirms the package is lost or cannot be delivered, GLERC will offer a replacement of the same product at no additional cost or a full refund to the original payment method. We will also review other unresolved cases based on the available evidence rather than requiring a formal loss certificate in every situation.

Unexpected Delays

Weather, carrier disruptions and other circumstances may affect delivery dates. We will help check shipment status and share available updates. If we cannot ship an order within the promised shipping timeframe, we will contact you about the revised timing and available options.

02. Lost or Marked-Delivered Packages

Confirmed Lost in Transit

If a carrier confirms that a package was lost before delivery, please contact GLERC. We will arrange a replacement of the same product at no additional cost or a full refund to the original payment method.

Marked Delivered, but Not Received

If tracking says “Delivered” but your package is missing, please contact GLERC as soon as possible. Before contacting us, you may wish to check around the delivery location and with household members or building management.

Please share your order number, tracking number and delivery address, along with any helpful information you have. Our team will review carrier scans, available delivery photos, signature details and other relevant evidence, and request a carrier investigation where appropriate. A delivered scan or photo is important evidence, but we will consider the circumstances rather than treating it as an automatic final decision. Additional documentation may be requested if reasonably needed; a police report is not routinely required to start a review.

Confirmed delivery and post-delivery loss: Loss or theft that occurs after a package has been correctly delivered is not covered by GLERC's shipping insurance. If a package is marked delivered but cannot be located, GLERC will first review whether delivery was completed correctly. Please cooperate with the investigation and provide relevant documentation we reasonably request, which may include carrier correspondence, delivery-location information, security footage if available, or a police report when appropriate.

For cases involving confirmed delivery followed by suspected loss or theft, any additional assistance is reviewed individually and is not guaranteed. The investigation findings, available evidence and customer cooperation will help determine whether a replacement, refund, goodwill assistance or another resolution is appropriate. Cases involving incorrect or unverified delivery will be assessed separately.

03. Packages Returned to Sender

If the carrier returns a parcel because of an address issue, an unsuccessful delivery attempt, a refused delivery or another delivery exception, contact GLERC promptly. We will confirm the carrier status and review the reason for return.

Depending on the circumstances, we may arrange a reshipment after verifying the delivery address, or process an appropriate refund. Additional shipping charges caused by incorrect address information, an unclaimed parcel or a customer-requested refusal may apply when disclosed and appropriate. Charges arising from a carrier or GLERC error will be reviewed separately.

04. Shipping Damage & Missing Items

Please inspect your shipment when it arrives. If any item is damaged or missing, contact GLERC promptly and include your order number, clear photos of the affected product and packaging where available, and a brief description of the issue. We aim to review complete damage submissions within 1–2 business days; complex claims may require additional investigation.

Cosmetic or Accessory Damage

For scratches, dents or damaged non-structural accessories, GLERC will review the extent of damage and may arrange suitable replacement parts, repair assistance or another appropriate resolution.

Functional or Structural Damage

If brakes, wheels, tires, the fork, frame or another safety-related part appears damaged, do not ride or assemble the bicycle further if doing so could be unsafe. Contact GLERC with photos so we can assess the safest resolution. For serious damage or an unusable bicycle, we will review options that may include replacement of the product or a refund.

When local repair is appropriate, any reimbursable work must be approved by GLERC in writing before expenses are incurred. Please see our Warranty & Claims page for approved repair and reimbursement guidelines.

05. How to Get Support

1. Contact GLERC first: Email support@glercbikes.com with your order number.
2. Share what happened: Include the tracking number and photos or other relevant details if available.
3. We'll review and follow up: Our team will check the shipment information, coordinate with the carrier where needed and explain the next steps.

Please report delivery concerns as soon as you notice them. Reporting promptly helps us investigate and preserve carrier records, but a delay in contacting us does not automatically determine the outcome of a claim.