Shipping & Delivery
Shipping Costs
How long does it take?
In-stock items
Order processing and collection
- Most in-stock products are processed within 3 to 5 business days.
- Orders placed on Saturdays, Sundays, or holidays will be processed on the next business day.
- After processing, the package will be collected and shipped by a trusted service provider such as DPD. Once your order is shipped, you will receive an automated email with tracking details.
Delivery
- E-Bikes: Estimated delivery within 5-10 business days, depending on your location.
- E-Scooters: Shipped from China, with an estimated delivery time of 60-80 business days, depending on your location.
- Accessories: Shipped from China, with an estimated delivery time of 15-20 business days, depending on your location.
Pre-ordered items
The total shipping time consists of the estimated shipping date on the product page and the standard delivery time for your region.
Important notice
Please keep the original packaging and its contents for at least 30 days after receiving your package for any repairs or returns.
What to do if a shipping problem occurs?
Delayed or missing packages
If your package does not arrive within the estimated shipping time or items are missing, please contact our support team at support@maxtronbikes.de within one week of the estimated delivery date.
Returned packages
If your package is returned to the sender, we will initiate an investigation immediately. We need to confirm that it has returned to our overseas warehouse before we can reship it to you. Please note that we may charge additional fees for redelivery or processing a refund if your package is returned due to late pickup or an incorrect address.
Email says "Delivered" but no package
Please send an email to support@maxtronbikes.de with your order details within 3 calendar days of receiving the notification. We will help you initiate an investigation with the shipping service provider. If the issue is not reported within 3 days, the shipping service provider cannot investigate or compensate for the lost package.
Delivery times and fees by destination
| Product type | Destination | Delivery time for in-stock items | Delivery time for pre-orders | Shipping costs |
| E-Bikes E-Scooters |
Germany, Austria, France, Luxembourg, Belgium, Netherlands | 7–15 business days |
For pre-orders, the estimated delivery date can be found on the product page. In some cases, we may be able to arrange an earlier delivery — please contact us at support@maxtronbikes.de to inquire. | Free shipping |
| Denmark, Italy, Spain, Poland, Czech Republic, Slovakia, Hungary, Slovenia | € 30 | |||
| Sweden, Finland, Ireland, Portugal, Greece, Croatia, Romania, Bulgaria, Lithuania, Latvia, Estonia | € 50 |
Understanding estimated delivery dates
Most items are delivered on time as planned. However, packages may sometimes be delivered slightly later than expected or, in rare cases, experience longer delays.
When shopping online, delivery times can fluctuate, and we ask for your understanding. Logistics are subject to various uncertainties, which is why the estimated arrival time provided by the service provider is usually only an estimate. Actual delivery times may change due to weather conditions, capacity bottlenecks, warehouse processing times, and other factors. In addition, delays may occur during high-demand periods such as major sales, product launches, or backorders.In case of a delay, we will do our best to expedite delivery and keep you updated with the latest information.
Deliveries to remote areas
Delivery to remote areas may take longer, and the estimated time depends on your address and the availability of the shipping service provider.
More details you may want to know
Order Processing & Shipping
📌Reason: The banking system detected potential risks in your order and automatically froze it (e.g., mismatched payment and shipping details, multiple failed payment attempts, etc.).
💡 What to do: Please follow the instructions in the email for verification. We will help you release the order as soon as possible and arrange shipping.
2. Why can't I find my order information?
Case 1: No account registered → Simply register with the email address you used for your order, and the information will be automatically linked.
Case 2: Registered email does not match order email → Contact us with both email addresses; we will help you merge the orders.
3. Why haven't I received a shipping notification (for in-stock items)?
📌 Reasons:
-Your email address may be incorrect, or notifications were filtered as spam.
-Your address still needs to be confirmed.
-There is a delay in the warehouse/with shipping partners or a temporary system issue.
-Inventory levels need to be updated, and we are awaiting new stock.
💡Delivery: Orders placed on Saturdays, Sundays, or holidays will be processed on the next business day. If you do not receive a notification within 3 business days, please contact us!
4. Why haven't I received a shipping notification (for pre-orders)?
📌 Reasons:
-Your email address may be incorrect, or notifications were filtered as spam.
-Due to a technical issue, the estimated shipping date has not been updated.
💡 Tip: Please check your spam folder or contact us to confirm the current status.
5. Can I change my shipping address, color, size, or model?
✅ Before the tracking number is generated: Contact us by email ( support@maxtronbikes.de) to make changes.
❌ After shipping: Changes are not possible due to shipping agreements. Please carefully check your information before ordering. If you really need changes, please contact us – note that additional logistics costs may apply.
Shipping & Tracking
6. How do I track my shipment?
-Once your order has shipped, you will receive a shipping confirmation email with a tracking link — simply click it to check the status.
-Or log in to your account to view your tracking.
7. Why does the tracking show "Not collected"?
📌 Reasons:
-Due to a backlog at the courier warehouse, your package may still be waiting for its first scan before shipping.
-The shipment is in transit, but it will not be updated until the next checkpoint.
💡 Note: If there is no update for more than 3 business days, please contact us — we'll be happy to help!
8. Why has tracking not been updated for a long time?
📌 Reasons:
-Delay due to extended checks at transit hubs.
-Large packages or packages containing batteries are sometimes deemed non-compliant and returned to the sender.
-Parts shipped from the warehouse in Oberhausen may still be undergoing customs clearance.
💡 Note: If there is no update for more than 5 working days, we will do our best to expedite the delivery and keep you updated!
Delivery Issues
9. How long does it take?
For in-stock items:
-E-bikes: Expected delivery within 5–10 working days, depending on location.
-E-scooters: Shipped from Oberhausen, estimated delivery time 60–80 working days, depending on location.
-Accessories: Shipped from Oberhausen, estimated delivery time 15–20 working days, depending on location.
Deliveries to remote areas may take longer; the estimated time depends on your location and carrier availability.
For pre-orders:
The total shipping time is calculated from the estimated shipping date on the product page plus the standard delivery time for your region.
10. Why was my package returned without rejection or contact?
📌 Reasons:
-The shipping company determined that the package exceeds size and/or battery limits.
-The courier could not reach you and the package was returned to the sender. Please keep your phone accessible during delivery.
💡 Solution:
We need to confirm that the package has been received at our international warehouse before arranging re-shipment. Once the package is back:
-We will re-ship your order as soon as possible.
-We will email you the new tracking number.
Please note: If your package is returned due to late pickup or incorrect address, additional fees for re-delivery or a refund may apply.
11. Why do I receive the bike but not the accessories?
📌 Reasons:
-Accessories are shipped separately and usually dispatched within 3 working days of the bike's shipment.
-The warehouse is still matching parts or carefully packaging them.
-The item is temporarily out of stock and awaiting the next delivery.
If accessories are out of stock in the local warehouse, they will be shipped from the warehouse in China. Due to the distance, the estimated delivery time is 7–15 working days.
💡 What to do: If your accessories do not arrive within the expected time (see question 8), we will do everything we can to expedite delivery and keep you updated!
12. Why do I have to pick up my package myself?
📌 Reason: Some couriers deliver packages to the nearest pickup point by default.
💡 Tip: Please provide a detailed address when ordering. If pickup is required, your package will be delivered to the nearest pickup point for your convenience.
13. Tracking says "Delivered", but I haven't received it — why?
📌 Reason: It may have been left with a neighbor or stolen.
💡 Tip: We strongly recommend purchasing shipping insurance at checkout to make claims easier and faster. If you did not purchase insurance, please contact your local courier service immediately, check with neighbors or video footage. If you still cannot find the package, please contact us immediately and file a police report as soon as possible.
Note: Please send an email to support@maxtronbikes.de with your order details within 3 calendar days of notification. We will then initiate an investigation with the shipping provider. If the incident is not reported within 3 days, the shipping provider may not be able to investigate or provide compensation.
Damaged or Missing Items
14. What to do if my package arrives damaged?
📌 Reason: The package may have been crushed or damaged during transit.
💡 What to do: Take clear photos of the shipping label and the SKU label of the products on the carton. Then, record a complete unboxing video without cuts. If you find damaged parts, we will send you replacement parts free of charge or arrange compensation.
15. An item/part is missing from my order — what to do?
📌 Reason: Small parts may be stuck in the packaging or the package may have been opened during transit.
💡 What to do: Check if the carton's seal is intact and shows no signs of tampering. When unboxing, record a continuous video without interruption, clearly showing the bike and all parts. If you find any missing parts, please contact us with photos and videos — we will prioritize sending you the replacement parts immediately.
Please keep the original packaging and all components for at least 30 days after delivery. This will help with any repairs or returns.