Return Policy

Return & Refund Policy
Order Cancellation

Orders may be canceled before shipment by contacting saleservice@oryxearth.com.

Cancellation requests are not guaranteed once an order has entered warehouse processing, been packed, had a shipping label created, or been transferred to the carrier. Once shipped, the order will be handled under this Return & Refund Policy.

30-Day Return Policy

Oryxearth offers a 30-day return policy, beginning on the date the carrier’s tracking information shows that the order was delivered.

To request a return, contact saleservice@oryxearth.com and provide your order number, reason for return, and photos or videos showing the product’s condition.

All returns require prior written approval. We will provide the correct return address and return instructions after approval. Items returned without authorization may not be accepted.

Approved returns must be shipped within 14 days after return authorization is issued.

Return Conditions

To qualify for a return, the product must be unused, undamaged, complete, and returned in its original packaging with all accessories, tools, keys, chargers, batteries, manuals, parts, and promotional items.

Products that have been ridden, operated, fueled, materially assembled, modified, registered, damaged, or used outdoors may not qualify for return.

For gas-powered products, adding gasoline or oil or starting the engine may make the product non-returnable. Products showing mileage, tire wear, dirt, water exposure, fuel residue, or other signs of use may be refused or qualify only for a partial refund.

Please retain the original packaging and all packaging materials for at least 30 days after delivery.

Return Shipping Costs

For returns caused by personal reasons, including changing your mind, ordering the wrong item, finding the product unsuitable, being unable to complete assembly, or being unable to use the product because of local laws or riding restrictions, the customer is responsible for return shipping.

The actual original shipping cost may also be deducted from the refund, even if the order originally qualified for free shipping.

Oryxearth will pay the reasonable authorized return shipping cost if:
  • We shipped the wrong product;
  • The product was damaged during shipping; or
  • The product has a confirmed manufacturing defect.
Do not arrange return freight or paid repairs without prior written approval. Unauthorized shipping or repair costs may not be reimbursed.

Damaged, Defective, or Incorrect Items

Please inspect your order immediately after delivery.

Visible shipping damage must be reported within 3 business days. Please provide photos or videos of the packaging, shipping label, product, damaged area, and serial number.

Keep all cartons, foam, pallets, straps, and packaging materials until the claim has been reviewed.

Depending on the issue, Oryxearth may provide troubleshooting, replacement parts, repair, replacement, partial refund, or return and refund. We may require a reasonable opportunity to inspect, diagnose, repair, or replace the product before approving a full refund.

Refund Deductions

Returned products will be inspected after arrival.

Reasonable deductions may be made for missing parts, accessories or promotional items, damaged or missing packaging, signs of use, improper assembly, unauthorized modifications, inadequate return packaging, or any reduction in resale value caused after delivery.

Products that are used, damaged, incomplete, contaminated, unsafe, or no longer resalable may be refused or qualify only for a partial refund.

No deduction will be made for a confirmed manufacturing defect, shipping damage, incorrect shipment, or another verified Oryxearth error.

Non-Returnable Items

The following items are not eligible for a standard return:
  • Products returned after the 30-day return period;
  • Used, ridden, operated, fueled, modified, registered, or customer-damaged products;
  • Products missing serial numbers or identification labels;
  • Customized products, gift cards, or items marked “Final Sale”; and
  • Promotional gifts returned separately from the qualifying product.
Normal wear on tires, tubes, brake pads, chains, and similar consumable parts is not considered a product defect.

Refused or Undeliverable Shipments

Unauthorized refused deliveries, incorrect addresses, missed delivery appointments, unclaimed shipments, or other customer-caused delivery failures will be treated as customer-responsibility returns.

Original shipping, return shipping, storage, redelivery, address-correction, and other documented carrier fees may be deducted from the refund.

Refusing delivery does not automatically cancel an order.

Refunds

After receiving and inspecting the returned product, we will notify you whether the refund has been approved, partially approved, or denied.

Approved refunds will generally be issued to the original payment method within 3–5 business days after inspection.

Your bank, credit card issuer, or payment provider may require an additional 7–15 business days to post the refund.

Original shipping charges, expedited shipping fees, and other special delivery fees are non-refundable unless the return was caused by a verified Oryxearth error.

Exchanges

We do not offer direct exchanges. Please return the eligible product and place a new order for the replacement item.

Contact Us

For return or refund assistance, contact:
Oryxearth Customer Service
Email: saleservice@oryxearth.com
Phone: +1 818-879-3881
Service Days: Monday through Friday, excluding U.S. federal holidays.

Please do not return any product until you have received written authorization and the correct return address from Oryxearth.