Shipping policy
Current processing times:
In-Stock Ebikes: up to 5 business days for processing
In-Stock Accessories & Components: up to 15 business days for processing
Email Confirmation. A shipping confirmation email will be sent to the email address attached to your order once the order has shipped. Please note that for any third-party shipping outside of EBI's normal shipping process, EBI cannot provide ANY additional shipping information or documentation.
Shipping Costs. We are pleased to offer completely free shipping on purchases of €4399. Shipping to destinations is based on package weight and size.
Addresses to Which We Ship. We ship to Germany, Belgium, Luxembourg, the Netherlands, and the United Kingdom. If your area is not involved, please contact customer service and we will handle it separately.
Shipping Carriers. EBI ships based on the size/weight of your order and your delivery address. We’ll ship your order in a single box whenever possible, but occasionally we’ll need to send multiple shipments: for example, if you’ve ordered several large/bulky items.
No Responsibility for Loss, Theft, or Damage. Please note we are not responsible for any lost, stolen, or damaged items due to the actions or inactions of any parcel service.
Address Changes. We do not change addresses on any order. If you have made a mistake the order will need to be canceled, refused or return to sender(please see Returned to Sender/Refusal Fee). Once we receive the item or items back we will refund you in 3-5 business days.
Refused Shipments/ Return to Sender – Flat Fee. If you refuse delivery of an order that you asked us to ship to you, we reserve the right to charge a flat fee of €300 per ebike to partially cover our shipping costs. We cannot change, intercept, or cancel orders that have already shipped. If you refuse delivery, we will treat your order as a return if it arrives back to us and issue a refund for the purchase price via your original payment method, less €300. Please note, in order to receive a refund, you must notify EBI of any shipment refusal. Failure to do so will cause a significant delay in the receipt of your refund for any refused items.
Missing Items. If you have not received something you ordered from EBI within 30 days from the delivery date, we encourage you to contact us as soon as possible. If you do not reach out to us within 30 days of placing the order, we will assume that you have received all of your items and will not keep a record of the shipping information. To ensure that we can assist you effectively, please provide us with your order number and any other relevant information when contacting us.
Our customer service team will investigate the matter promptly and take the appropriate action. If we determine that the item was not shipped, we will send a new order to you as soon as possible with the missing item. If the item is out of stock, we will issue a full refund for the item(s) in question.
