Shipping policy
Where can we ship the ebike?
In Europe, we deliver within the European Union (with the exception of Malta, Cyprus, and EU-Outermost Regions).
How much does the shipping cost?
We currently provide free shipping service.
How long will you receive the package and how to track it?
We will use reasonable endeavors to deliver the goods on any specified date we agree, or if no date is specified, within 30 days after the date on which we accept your order. When your order is shipped, you will receive an automated email with the tracking information.
What if you receive a wrong product?
If you receive a damaged or defective product(s) or you see discrepancies in quantity or quality between the product(s) delivered and the specification thereof in the relevant order confirmation or invoice, please take clear pictures of the situation and contact our customer service within 3 days after the receipt of the product(s). We will conduct investigation and make every reasonable effort to assist you solve the problem.
Which carrier do we use in your country and what is the estimated delivery time after shipping?
| Country |
Carrier |
Delivery Time |
| Austria |
DHL/FedEx |
3-8 working days |
| Belgium |
DHL/FedEx |
3-8 working days |
| Bulgaria |
DHL/FedEx |
3-8 working days |
| Croatia |
DHL/FedEx |
3-8 working days |
| Czech |
DHL/FedEx |
3-8 working days |
| Denmark |
DHL/FedEx |
3-8 working days |
| Estonia |
DHL/FedEx |
3-8 working days |
| Finland |
DHL/FedEx |
3-8 working days |
| France |
DHL/FedEx |
3-8 working days |
| Germany |
DHL/FedEx |
3-8 working days |
| Greece |
DHL/FedEx |
3-8 working days |
| Hungary |
DHL/FedEx |
3-8 working days |
| Ireland |
DHL/FedEx |
3-8 working days |
| Italy |
DHL/FedEx |
3-8 working days |
| Latvia |
DHL/FedEx |
3-8 working days |
| Lithuania |
DHL/FedEx |
3-8 working days |
| Luxembourg |
DHL/FedEx |
3-8 working days |
| Netherlands |
DHL/FedEx |
3-8 working days |
| Poland |
DHL/FedEx |
3-8 working days |
| Portugal |
DHL/FedEx |
3-8 working days |
| Romania |
DHL/FedEx |
3-8 working days |
| Slovakia |
DHL/FedEx |
3-8 working days |
| Slovenia |
DHL/FedEx |
3-8 working days |
| Spain |
DHL/FedEx |
3-8 working days |
| Sweden |
DHL/FedEx |
3-8 working days |
Order Processing Time
- It is the time elapsed between when the customer places the order and when the seller hands the order over to the delivery service.
- Generally, orders are shipped within 1-2 working days of order confirmation/payment. Orders made on the weekends might experience delay.
- Our warehouse only operates on Monday – Friday during standard business hours, except on holidays. In these instances, we take steps to ensure shipment delays will be kept to a minimum.
Total Delivery Time = Processing Time + Shipping Time(depending on your location)
Tracking
- You will receive an email when your order has been shipped. A tracking number will be provided (the tracking number will be active within 24 hours). Please note: This may take longer during events or holidays.
- Tracking information may take 48 to 72 hours to update.
- If you cannot track your package normally, please contact us and we will resolve this issue within 48 hours.
In case of unforeseen circumstances.
In the case of unforeseen circumstances beyond our reasonable control (for example, adverse weather conditions, unpredictable delays caused by traffic congestion, road works, diversions or mechanical breakdowns, unforeseen production delays, delays caused by third-party suppliers, in each case to the extent beyond our reasonable control) we may not be able to deliver the goods within these timescales and we will not be liable for any delay or failure to deliver the goods if the delay or failure is wholly or partly caused by such circumstances. If a timely delivery does not take place, an alternative delivery date will be given. Special circumstances such as a high volume of orders, new product releases, or restock days may also lead to longer shipping times. If this is the case, we will note it on the product page and send a follow-up reminder via email.
What if the products get lost during the shipping?
In case the ordered product(s) do not reach the provided address (when correctly provided) or get lost during the shipping process, we retain the right to a full investigations and search that can take up to 30 days. Within this period, we retain the right to withhold a full refund or having to resend the same product(s). We will always update you on the progress and results of the investigation, upon which suitable and reasonable action can be taken.