Shipping Policy

1. Where can we ship the ebike?
In Europe, we deliver within the European Union (with the exception of Malta, Cyprus, and EU-Outermost Regions), and Switzerland.

At the moment we only ship S09 e-bikes to the Netherlands, Luxembourg and Belgium.

2. How much does the shipping cost?

Due to the different logistic fees the service providers charge, different models have different costs for different countries.

3. 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.

4. 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.

5. Which courier do you use in my country? How long will it take for my e-bike to arrive?

For the S09:
We ship the CGO series e-bikes to Austria, Bulgaria, Croatia, Czechia, Estonia, France, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Poland, Portugal (18 of 20 regions), Romania, Slovakia, Slovenia, Spain (48 of 52 provinces), Germany, Finland, Denmark, Sweden, and Switzerland using DHL or Fedex. The dispatch time is within 2 working days, and the delivery time is 2-5 working days.
For Belgium and the Netherlands, we use DHL, Fedex or direct truck delivery. The dispatch time is 2 working days, and the delivery time is 2-3 working days.

6. 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.

7. 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.