transportation policy

Rates and shipping

At this time, we offer free shipping to the 8 major districts of Japan. We do not ship to mailboxes or post offices in Japan. Please note that all our products are tax-inclusive within the 8 major districts of Japan, and no additional tax is charged when purchasing from our online store.

deadline

In-stock orders are typically shipped the next business day unless otherwise stated on the product page.

For physical orders, tracking numbers will be provided within 5 business days. Once your item is shipped, a shipping confirmation email will be sent to your email address. The delivery company is UPS/FedEx. UPS/FedEx may take 3-10 days to scan your item. We cannot provide additional shipping information or documentation for third-party deliveries. All delivery dates provided by marsant's x are estimates.

For pre-orders/deferred orders, please refer to the shipping date listed on the product page.

Shipping Changes & Order Cancellations

Before shipping

Order Cancellation: If you cancel your electric bike order within 2 hours, there will be no cancellation fee. If a customer orders a wrong item and wants to reorder, there will be no cancellation fee for the first order after receiving the second order.

If you cancel an order that has not yet been shipped, we will charge a handling fee of 8% of the cost of the e-bike.

If you cancel your accessory order within 2 hours there is no fee, if you cancel after 2 hours there is a 25% fee on the order amount.

Change of address: No fee.

Exchanges and Returns: If you do not place a new order, and the total amount is lower than your original order, your refund will be reduced by a 10% processing fee of your original order.

If a customer cancels an order within one postponement, a 4% handling fee will be charged. If a customer cancels within two or more postponements, there will be no handling fee.

After shipping

Cancelling an order: If the item has been shipped and cannot be changed, you can reject the shipment but you will be charged a cancellation fee of 10% of the cost of the e-bike.

Customers will be responsible for a return shipping fee of 20,000 yen. Marsant's X will provide a return label and a designated carrier will receive the return package.

You can make your own return or arrange for return shipping. For more information, see Refund Policy - Model Exchange and Part Returns.

Note: We do not accept returns on accessories unless there is a quality issue.

Address change: If you successfully change the address, we will charge 5000 yen as handling fee. If you fail to change the address, you can refuse the package, but 10% of the e-bike cost will be charged as re-shipping fee. Customers need to bear 20,000 yen as return shipping fee.

Restocks and Exchanges:

A) If the exchange is successful, a fee of 5,000 yen will be charged.

B) If we are unable to exchange the item, you can refuse the shipment, but we will charge you 10% of the e-bike's cost as re-shipping fee.

C) If you are unable to refuse the goods, but would like to cancel your order, we will charge you 10% of the cost of the electric bike as handling fee. You will need to pay 20,000 yen for return shipping.

Track your order

If you have registered an account with marsantsx.jp.com, you can track your order, shipping and processing information within your account. If you have not yet registered with our website, you can still track your order using your order number. If you would like to know more about shipping information, please send an email to customer@marsantsx.jp. We will reply within 24 hours.

If you have not received your bike, but the logistics order status shows that the item has been received, please contact us within 3 business days. We will not process the issue after 3 business days, so please contact the logistics company yourself.