I ordered a bike from their USA warehouse. it was sent right away upon payment, FedEx Ground from CA. The bike was semi assembled in a large box. There were some small scratches from shipping although all the metal parts were wrapped carefully with plastic foam sheets. This bike is heavy as a whole. The box has enough foams to separate everything and zip tied. Customer service and communication is great. Stella Li is wonderful to work with and on top of things. This is a great company to buy from. Highly recommended!