Delivery Information
HELLO AND WELCOME TO THE SHIPPING AND DELIVERY INFORMATION PAGE! HERE YOU CAN GET ACQUAINTED WITH USEFUL INFORMATION ON TERMS AND CONDITIONS OF OUR GOODS DELIVERY.
You can purchase all items online and ship them directly to your doorstep. We use the best carriers in the business to make sure your order gets to you on time.
Delivery times vary according to your selected delivery address, availability of your items and the time of day you place your order. Shipping cost depends on type of product and your location. Normal parcels (no batteries) we usually send by EMS, FedEx, DHL and TNT. It takes 7-15 days to your door. Hazardous goods (with batteries) we send thru special agents. It takes a little more time, 15-20 days. For Australian and EU customers we provide “Door to Door” battery shipping service, where all taxes and customs duties are included in shipping cost. USA customers normally do not pay local taxes or customs duties if parcel value is marked lower than $800. For Russian speaking countries we can provide air-surface shipping, it takes 15-25 days for very affordable cost, including customs duties.
It is not reasonable to send very small and cheap orders, such as just one connector or one throttle. Because our minimal shipping cost is $35-60 for first 1kg, depends on the destination. But we can add small items to orders with 1+kg weight and shipping cost will be free for small items if we send them with bigger stuff that have free space in the packing box.
We can usually provide you with a tracking number within 2-5 days after parcel dispatched.
For bulk orders we can offer sea shipping or shipping to China mainland (if you have your own shipping agent).
Please note! E-bikes and components can be prohibited or strictly controlled by customs in destination country. We are not responsible for any problems with customs or taxes and customs duties in destination country. It is impossible to send assembled e-bike by air to most of countries, so we can can only send separate battery and bicycle by separate carriers. Complete bicycles come in “85% assembled” condition, that means you will need to have ability ( own skills and tools or pay to local bicycle workshop) for 15% assembling, such as install front wheel, pedals, handlebar, seat, adjust brakes and gears etc. If you purchase powerful e-bike from the factory, you must have basic knowledge, because it can need to install the battery, adjust controller power, connect cables or another finish adjustment. Bicycles come without manual, all information you can get from our website or Facebook page.
Delivery times can vary for ebiks and is dependant on time of build when ready to send and your personal location. Here is a estimated guid for the following two options:
You can have your package delivered to your home or workplace address if this is more convenient for you. This should just be included as Delivery Address. Please note that it is not possible to make a delivery to a PO boxes and items will need to be signed for. Please also take note the for ebikes they may require large container boxes so keep this in mind. You maybe need help upon arrival.
The freight charge depends on your delivery address.
How much is the freight charge?
We ship all over the world, and the freight charge depends on your delivery address and your purchase amount. We try to offer a fair fixed delivery charge for most locations but in some instances shipping may occur an additional charge. If this is the case we will contact you and notify you first before we proceed with any orders.
Worldwide guild charges
Freight Via Sea Charges: EUR 275 / USD 199 / GBP 155
Via Air: Get a Personal quote by emailing sales@enduroebikes.fr and providing your location/delivery address. We will find the best quotes and advise at the time of delivery in most cases. TAKE NOTE: due to COVID-19, some air currier services may have increased!
Returns
We want all our customers to receive high-quality products. If there is something wrong with the product you have received or if your delivery is not identical to your order (wrong product or if a product is missing), please contact our customer service. If you send us a message, please include as many details as possible including your order number as well as a picture if there is something wrong with one of the products.
You must pay for the freight to return the goods and this must also be arranged by yourself. The goods are your responsibility until they reach our manufacturer’s warehouse to the related product (This may be anywhere globally based on the product ordered, parts, or fault relatable to the manufacturer or branded parts that we source for various builds. Please ensure you pack the return safely to prevent any damage to the products or boxes. We will inform you of the place to send to the related item once we identify any possible problem.
You always have a 12 months warranty period if something is wrong with the product. Your claim should be sent to us as soon as possible and reported in writing to customer.services@enduroebikes.fr. Once we identify the issue we will always offer a free replacement part as a solution. It is important to understand that full complete ebikes are very expensive to return and these costs will need to be paid for by yourself if you request to return a full ebike. Only then can we assess the problem in detail with a technician and give a full refund upon its safe return. It is advised also to consider all costs to ensure the product is insured and arrives with no further damage, also that you consider all possible taxes that your logistics courier agent/broker service provider will assist you with that must be covered also. We cannot take any responsibility for the risks involved with your choice of sending back a full ebike and is solely the responsibility of your own doing.
TAKE NOTE: Custom items are built individual to each customer with various parts, color options, fitting requests or positioning of various components, thus things are “CUSTOM TO YOU” as a customer and are unique and not refundable.
How to return a product
Please note that when you return a product, it is very important to state the order number as well as your name and address. Furthermore, a detailed description of the problem is necessary – if you have a claim.
You must contact us first in regards to any issues and notify us of this in order for us to assist you.
Please use the form below and describe your problem in as much detail as possible.