Shipping policy
Order Processing
In-stock e-bikes leave our warehouse within 3 business days of payment confirmation. In-stock warranty parts ship within 10 business days, and in-stock accessories and components may take up to 25 business days, as some are produced in batches.
Shipping Costs & Coverage
Orders over €100 ship free anywhere in Germany. For deliveries to other EU countries, shipping is quoted at checkout based on package weight and dimensions. Lithium batteries and battery-containing components are subject to dangerous-goods transport rules and may only be shipped within Germany and selected EU countries.
Carriers & Tracking
We ship with DHL and UPS depending on the size and weight of your order and your delivery address. As soon as your order ships, you will receive a confirmation email with a tracking number.
Delivery Details
- Standalone battery shipments require a signature on delivery; complete e-bikes do not.
- If tracking shows delivered but you have not received the package, contact us within 30 days of the delivery date.
- Refusing a delivery incurs a €250 fee per e-bike to cover return transport.
- We cannot reroute a package after dispatch; to change the address, contact us to cancel and reorder before shipment.
Damaged or Lost Shipments
Inspect your order on arrival and report transport damage right away with photos so we can open a claim with the carrier. We will assist you through the claims process, and your statutory rights remain unaffected.
Contact
Email helpme@veltronbikes.de or call +1 (323) 447-6797, Monday to Saturday, 9:00–18:00 (CET).