Shipping Policy

Shipping Cost

Free shipping is available on all orders.

Delivery Times

In-Stock Items

Order Processing and Dispatch

Most in-stock items are processed within 3 to 5 business days.
Orders placed on Saturdays, Sundays, or public holidays are processed on the next business day.
Once processed, orders are collected and shipped by a trusted delivery partner. When your order ships, you will receive an automated email with tracking details.

Estimated Delivery Time

E-bikes: 5 to 10 business days, depending on your location.
E-scooters: 60 to 80 business days when shipped from China, depending on your location.
Accessories: 15 to 20 business days when shipped from China, depending on your location.

Pre-Order Items

Total delivery time for pre-order items is calculated by adding the estimated shipping date shown on the product page to the standard delivery time for your region.

Important Reminder

Please keep the original packaging and all internal packing materials for at least 30 days after delivery in case a return or repair is needed.

If There Is a Shipping Issue

Delayed or Missing Packages

If your package does not arrive within the estimated timeframe, or if any items are missing, please contact customer support within 7 days of the estimated delivery date.

Returned Packages

If a package is returned to the sender, it will be investigated as soon as possible. The return must first be confirmed at the overseas warehouse before reshipment can be arranged. If the return was caused by an incorrect address or a failure to collect the parcel in time, additional redelivery or refund processing fees may apply.

Tracking Shows Delivered, But No Package Was Received

Please contact customer support within 3 calendar days of the delivery notification and provide your order details. An investigation can then be opened with the shipping carrier. Reports made after 3 days may fall outside the carrier’s investigation or compensation window.

Delivery Times by Region

E-Bikes, Europe Warehouse

Destinations: Austria, Belgium, Bulgaria, Croatia, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Monaco, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden.

Ireland: 7 to 15 business days
Other eligible destinations: 5 to 9 business days
Shipping cost: Free

For pre-orders, please refer to the estimated shipping date shown on the product page.

Delivery restrictions: Shipping is not currently available to certain postal codes and outlying islands, including parts of Spain, Germany, Italy, the Canary Islands, and Tenerife.

E-Bikes, Canada

Delivery time: 7 to 10 business days
Shipping cost: Free

Only selected models may be available for delivery to Canada at any given time.

E-Bikes, United Kingdom

Destinations: England, Scotland, and Wales.

Delivery time: 4 to 6 business days
Shipping cost: Free

Delivery restrictions: Shipping is not available to the Isle of Man, the Channel Islands, or Northern Ireland.

E-Bikes, United States

Western USA: 3 to 5 business days
Eastern USA: 3 to 5 business days
Shipping cost: Free

Delivery restrictions: Shipping is not available to Hawaii, Alaska, or Puerto Rico.

E-Scooters

Warehouse: China
Destinations: EU, UK, US, and CA
Delivery time: 60 to 80 days
Shipping cost: Free

Accessories

Warehouse: China
Destinations: EU, UK, and US
Delivery time: 15 to 20 business days
Shipping cost: Free

Some remote areas may not be covered.

Understanding Estimated Delivery Dates

Most orders arrive within the estimated timeframe. However, delays can occasionally happen due to weather, warehouse processing, customs, carrier capacity, or other logistics issues.

Delivery estimates provided by carriers are not guaranteed and may change during transit, especially during high-demand periods such as major sales events, launches, or restocks.

If there is a delay, support will make every effort to help speed up delivery and keep you updated.

Deliveries to Remote Areas

Delivery to remote areas may take longer. Timing depends on your exact address and the shipping carrier’s coverage in that location.

Order Processing and Shipping FAQ

Why did I receive a payment verification or risk-control email?

This usually happens when the payment system flags an order for security reasons, such as mismatched billing and shipping details or repeated failed payment attempts. Please follow the instructions in the email so the order can be verified and released for shipment.

Why can’t I find my order information?

If you checked out without creating an account, simply sign up using the same email address used for the order and the order may appear automatically.
If the email used for your account is different from the one used for the order, contact support and provide both addresses so the records can be matched.

Why haven’t I received a shipping notification for an in-stock item?

Possible reasons include an incorrect email address, spam filtering, address confirmation issues, a temporary warehouse or carrier delay, a system issue, or stock records being updated. If no shipping confirmation has been received within 3 business days, please contact support.

Why haven’t I received a shipping notification for a pre-order item?

This may be due to an incorrect email address, spam filtering, or a technical issue affecting updates. Please check your spam folder or contact support for the latest status.

Can I change my delivery address, color, size, or model?

Changes may be possible before a tracking number is created. Once an order has shipped, changes usually cannot be made because of shipping carrier agreements. If a change is still requested after dispatch, extra logistics fees may apply.

Shipping and Tracking FAQ

How do I track my shipment?

Once shipped, a confirmation email with a tracking link will be sent. Tracking may also be available through your customer account.

Why does tracking show “Not Picked Up”?

This often means the parcel is waiting for its first courier scan, or it is already in transit but has not reached the next tracking checkpoint yet. If there is no update for more than 3 business days, please contact support.

Why hasn’t the tracking information updated for a long time?

Delays can happen because of inspections at transit hubs, handling issues with oversized or battery-powered parcels, or customs clearance. If there has been no update for more than 5 business days, please contact support.

Delivery Issues FAQ

How long does delivery take?

In-stock items:

E-bikes: 5 to 10 business days
E-scooters: 60 to 80 business days
Accessories: 15 to 20 business days

Remote areas may take longer.

Pre-order items: total delivery time is the estimated shipping date shown on the product page plus the standard regional delivery time.

Why was my package returned without my approval?

Possible reasons include shipping restrictions related to parcel size or battery type, or unsuccessful delivery attempts where the courier could not reach the recipient. Once the return is confirmed at the warehouse, the order can be reshipped and a new tracking number issued. If the return was caused by late pickup or an incorrect address, extra fees may apply.

Why did I receive the bike but not the accessories?

Accessories are sometimes shipped separately and may leave the warehouse up to 3 business days after the bike. In some cases, parts may also be temporarily out of stock or shipped from a different warehouse, including China. If accessories do not arrive within the expected timeframe, please contact support.

Why do I have to collect my package from a pick-up point?

Some couriers automatically route deliveries to the nearest collection point. Providing a complete and accurate delivery address at checkout helps reduce this risk.

Tracking says “Delivered”, but I have not received anything

The parcel may have been left with a neighbor, delivered to a collection point, or in some cases lost or stolen. Please contact the local courier first, check with neighbors, and review any available security footage. If the parcel still cannot be located, contact support within 3 calendar days so an investigation can be started.

Damaged or Missing Items FAQ

What if my package arrives damaged?

Please take clear photos of the shipping label and the product box labels, then record a full unboxing video without edits. If any damage is found, replacement parts or compensation may be arranged depending on the case.

What if an item or part is missing?

Small parts can sometimes remain inside the packaging or, in rare cases, packaging may be disturbed during transit. Please check that all box seals are intact and record an uninterrupted unboxing video clearly showing the bike and all included parts. If anything is missing, contact support with the photos and video so replacements can be arranged quickly.

Please keep the original packaging and all components for at least 30 days after delivery. This is important for any return, repair, or replacement request.