General and Corporate Information

Where is CitieBikes located?
Our central corporate headquarters and logistics fulfillment facility are located in Indonesia at the following registered address: Jl. Teuku Umar No.47, Pasir Gintung, Kec. Tj. Karang Pusat, Kota Bandar Lampung, Lampung 35213, Indonesia.

How can I contact your customer support team?
You can reach our official support desk via email at [email protected] or by calling our active hotline at +62-831-8934-5451. Our customer care team is available from Monday to Friday, between 08:00 AM and 09:00 PM Jakarta Time.

International Shipping and Logistics

Do you ship to my country?
Yes, we provide commercial cross-border shipping services internationally to approved geographic destinations across North America, Europe, Asia-Pacific, the Middle East, and Africa. However, please note that we strictly do not deliver to P.O. Boxes, APO/FPO/DPO military addresses, or areas restricted by international courier networks.

What are your shipping rates?
We enforce a clear, flat shipping rate structure calculated in US Dollars (USD):

• For global orders with a cumulative shopping cart value under $1,000.00 USD, a flat shipping fee of $110.00 USD is applied at checkout.
• For any order totaling $1,000.00 USD or more, complimentary free worldwide shipping is automatically activated.

Which shipping carriers do you use?
To maintain reliable cross-border delivery schedules, we partner with premier global logistics networks: FedEx, UPS, and GSC Cargo. Standard parcels are dispatched via FedEx or UPS Express networks. High-volume, overweight, or oversized commercial freight packages are assigned to GSC Cargo air freight services to guarantee safe handling.

How long will it take to process and receive my order?
Our overall delivery window is estimated at 8–10 business days worldwide. This comprehensive timeline is divided into two operational phases:

• Handling Time: 1–2 business days for payment verification, quality control, and export packaging (executed Monday to Sunday).
• Transit Time: 7–8 business days for carrier transport and movement to your destination (executed Monday to Saturday).

Please note that orders placed after our daily cut-off time of 11:00 AM (GMT+07:00) Western Indonesia Time (Jakarta) will be initiated for processing on the subsequent business day.

How do I track the movement of my shipment?
An automated transactional email containing a live tracking number and a secure link to the carrier portal will be issued to you within 24 hours of package physical dispatch. You can monitor the real-time milestones of your delivery at any time by visiting our dedicated tracking portal at /order-tracking/.

Will I have to pay import duties and customs taxes?
Yes. All shipments originating from Indonesia are classified as international merchandise imports and are subject to border inspections, customs duties, and local consumption taxes (such as VAT or GST) established by the destination country. Any additional administrative clearance fee or tax incurred at your destination border is the sole financial responsibility of the recipient customer and is not prepaid at checkout.

Returns, Exchanges, and Refunds

What is your return window and policy eligibility?
We offer a strict 60-day global return and exchange window, commencing from the official date of delivery confirmed by the carrier tracking logs. We fully accept returns for both manufacturing defects and non-defective reasons (buyer remorse), provided the items are submitted in new or slightly used condition and include all original packaging, foam, battery chargers, tools, and manuals.

Are there any return shipping or restocking fees?
Return shipping is complimentary worldwide. A pre-printed international return shipping label is natively included inside your original shipment package, and there is no fee charged for using it. However, please be advised that all approved returns and product exchanges are subject to a mandatory administrative restocking fee equal to 10% of the total product purchase price, which is deducted before your final credit reversal.

How long does it take to process my refund?
Once your returned merchandise arrives back at our warehouse facility and successfully passes our compliance inspection, your financial refund will be formally finalized and processed within 5 business days. All refunds are issued strictly in US Dollars (USD) and credited back directly to your original payment method.