Where are you based?

Vitilan operates from the United States. Our registered address is:

2405 EF Griffin Rd, Bartow, FL 33830, United States.

This is where our core team coordinates order handling, after-sales support, and logistics.

How long does order processing take?

For electric bikes, please allow 3–5 business days after your purchase for:

• Payment and order verification.
• Assembly checks and quality control.
• Booking and confirming your shipment with the carrier.

Business days do not include weekends or public holidays.

When will my e-bike be delivered?

Once your order has been dispatched, the typical transit time is 8–12 business days within our service area.

Combining processing and transit, most customers receive their bike in approximately 11–17 business days from the purchase date, depending on location and carrier conditions.

Which regions do you ship to?

We currently ship our electric bikes to addresses in the United States (eligible areas).

If you are unsure whether your address is serviceable, please email Support@vitilan.bike with your full address and ZIP code, and our team will confirm availability before you place your order.

How do I track my order?

As soon as your bike ships, we will send you an email with:

• Your tracking number.
• The assigned carrier.
• A link to follow the shipment online.

If you have not received tracking within a few days after the processing window, please check your spam folder or contact us with your order number and name so we can resend the tracking details.

Can I change my shipping address after placing an order?

If your order is still in the processing stage (not yet shipped), we will do our best to update the shipping address.

Please contact Support@vitilan.bike as soon as possible with:

• Your full name.
• Your order number.
• The new complete shipping address and phone number.

Once an order has shipped or is already with the carrier, changes may no longer be possible or may require a carrier re-route fee.

What happens if I’m not home at delivery?

Delivery is handled by our partner carriers. Depending on your area and carrier policy, they may:

• Attempt delivery and leave the package in a safe place, or
• Leave a notice and attempt redelivery, or
• Ask you to contact them to arrange a new delivery time.

Once you receive your tracking number, you can follow updates and coordinate directly with the carrier if needed.

What if my bike arrives damaged or with a shipping issue?

Please inspect your package as soon as it arrives. If you notice shipping damage or missing parts:

• Take clear photos of the box and any visible damage.
• Take close-up photos of the affected parts or components.
• Contact Support@vitilan.bike with your name, order number, and photos.

Our support team will review your case and arrange the appropriate solution in line with our shipping and warranty policies (replacement parts, repairs, or other remedies as applicable).

Do you offer returns and warranty on electric bikes?

Vitilan aims to support you beyond delivery. We offer a return window and warranty coverage for eligible products, as detailed on our official Return & Warranty pages.

For the most accurate and up-to-date terms (including conditions, time limits, and what is covered), please refer to the dedicated policy sections on vitilan.bike or contact our support team before returning a product.

How can I contact support about my order?

Our support team is ready to help with questions about processing, shipping, delivery, and after-sales support.

You can reach us via:

• Email: Support@vitilan.bike
• Phone: +1 929 566 6914

When you contact us, please include your full name, order number, and a brief description of your question so we can help you as quickly as possible.