u/regular_guy125

I bought a new 2025 Santa Cruz Hightower C S from EVO on June 29.

Because UPS required someone to be home for delivery but could not provide a specific delivery window, I contacted EVO on June 30. EVO then arranged with UPS to reschedule the delivery for July 9, when I could take the entire day off work.

Here is the relevant tracking history:

• June 30: UPS received the package in Tacoma, WA
• July 1: Departed Tacoma
• July 4: Delayed because of a railroad mechanical failure
• July 6: Arrived and departed Bayonne, NJ
• July 7 at 12:59 a.m.: Arrived at the UPS facility in Yonkers, NY
• July 7: Delivery reschedule confirmed for July 9
• July 9: The bike was never delivered and never showed “Out for Delivery”

After waiting at home all day on July 9, I called UPS. Their representative told me they could not locate the package and instructed me to file a claim so they could open an investigation. I filed the claim that evening, and at 11:11 p.m. the tracking updated to show that an investigation had been opened.

The UPS claim portal later showed:

Package Search Complete — Unable to Locate Package
We will forward the search results to the shipper.

Then, almost two weeks later, the regular tracking suddenly changed:

• July 20: “Returning to Sender — The package will be returned to the sender,” scanned in Yonkers
• July 21 at 12:41 p.m.: “Investigation Cancelled — This investigation has been closed and the claim was canceled”
• July 21 at 1:49 p.m.: “Departed from Facility — Secaucus, NJ”

The tracking banner now says:

“Your package is still on the way and we are actively working to get you a new delivery date.”

This is where the situation becomes confusing.

UPS says the investigation was completed and the package could not be located. It also says the search results were being sent to the shipper. However, EVO says UPS did not provide them with a specific reason for the return and that they do not have any additional information.

At the same time, the tracking appears to show that something associated with my tracking number was found and is physically moving back toward EVO.

EVO told me that if the bike returns, their in-house bike team will inspect it. If it is undamaged, they can send it back to me. If there are any issues, they will issue a full refund. The exact bike is now sold out at EVO.

I told EVO that I still want the bike only if it is 100% new, complete, with the original tags, and completely undamaged. Otherwise, I want a full refund.

EVO already refunded the $79 shipping charge, which I appreciate. However, I purchased the bike on June 29, lost an entire workday waiting for the failed July 9 delivery, spent considerable time dealing with UPS and the investigation, and still do not know whether the actual bike was recovered or what condition it may be in.

My main questions are:

• Has anyone had UPS close a claim as “unable to locate,” then later show the package returning to the sender?
• Does “Departed from Facility” usually mean UPS physically recovered the actual package, or can the tracking be misleading?
• Why would UPS return the package to EVO instead of completing delivery to me?
• Could the returning shipment be an empty, opened, damaged, or otherwise compromised bike box?
• Why would UPS say the investigation results were sent to EVO while EVO says it has no additional information?
• What should I ask EVO to document during the inspection?
• If the bike eventually returns intact and EVO confirms it is still completely new and undamaged, would it be reasonable to request an additional partial refund to my original payment method, beyond the $79 shipping refund, given the lost workday, several-week delay, and time spent dealing with the claim?

I am not saying EVO caused the package to disappear, since UPS had possession of it. However, EVO selected UPS as the carrier, EVO is the shipper and UPS’s customer, and EVO also arranged the July 9 delivery date with UPS. I believe EVO should take an active role in obtaining a clear explanation, thoroughly documenting the bike’s condition, expediting any reshipment, and offering appropriate compensation if I ultimately accept a bike that arrives several weeks late after being lost in the UPS system.

Has anyone experienced anything similar with a complete mountain bike, e-bike, or another expensive oversized shipment? What happened in your case, and what would you recommend I do next?