Shipping policy
Shipping costs
How long does it take?
Items in stock
Order processing and collection
- Most in-stock products are processed within 3 to 5 business days.
- Orders placed on Saturdays, Sundays or public holidays will be processed on the next business day.
- Once processed, the package is picked up and shipped by a trustworthy service provider such as DPD. Once your order ships, you will receive an automated email with tracking details.
Attempted delivery
- E-Bikes: Estimated delivery within 5-10 business days depending on your location.
- E-scooter: with an estimated delivery time of 60-80 business days depending on your location.
- Accessories: with an estimated delivery time of 15-20 business days depending on your location.
Pre-ordered items
The total shipping time is made up of the estimated shipping date on the product page and the standard delivery time for your region.
Important note
Please keep the original packaging and materials inside 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 within one week of the estimated delivery date support@maxtronbikes.de
Returned packages
If your package is returned to sender, we will immediately initiate an investigation. We need to confirm that it has returned to our overseas warehouse before we can reship it to you. Please note that if your package is returned due to late pickup or an incorrect address, we may charge additional fees to re-deliver or process a refund.
Email says “Delivered” but no package
Please send an email to within 3 calendar days of receiving the notificationsupport@maxtronbikes.de with your order details. We will help you initiate an investigation with the shipping service provider. If the problem 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 items in stock | Delivery time for pre-orders | Shipping costs |
| E-Bikes |
Germany, Austria, France, Luxembourg, Belgium, Netherlands | 7–15 working days |
For pre-orders, you can find the estimated delivery date on the product page. In some cases we can arrange earlier delivery — please contact us at support@maxtronbikes.de to inquire. | Shipping costs |
| Denmark, Italy, Spain, Poland, Czech Republic, Slovakia, Hungary, Slovenia | € 30 | |||
| Sweden, Finland, Ireland, Portugal, Greece, Croatia, Romania, Bulgaria, Lithuania, Tolavia, Estonia | € 50 |
Understanding expected delivery dates
Most items are delivered on time as scheduled. However, packages may be delivered slightly later than expected or, in rare cases, longer delays may occur.
When shopping online, delivery times may vary and we ask for your understanding. Logistics are subject to various uncertainties, which is why the arrival time given by the service provider is usually only an estimate. Actual delivery times may change due to weather conditions, capacity constraints, warehouse processing times and other factors. Additionally, delays may occur during high-demand periods such as major sales, product launches, or backorders.In case of delay we will do our best to expedite delivery and keep you updated with the latest updates.
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 provider.
More details you want to know
Order processing & Shipping
📌Reason: The banking system has detected possible risks in your order and has automatically frozen 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 and arrange shipping as quickly as possible.
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 may have been filtered as spam.
-Your address still needs to be confirmed.
-There is a delay in the warehouse/shipping partners or a temporary system issue.
-Stocks need to be updated and we are waiting for the new delivery.
💡Delivery: Orders placed on Saturdays, Sundays or public holidays will be processed on the next business day. If you are within 3 working days didn't receive any notification, please contact us!
4. Why haven't I received a shipping notification (for pre-orders)?
📌 Reasons:
-Your email address may be incorrect or notifications may have been 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 current status.
5. Can I change my delivery address, color, size or model?
✅ Before generating the tracking number: Contact us by email ( support@maxtronbikes.de) to make changes.
❌ After shipping: Changes are not possible due to shipping agreements. Please check your details carefully 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 — just click on it to check the status.
-Or log in to your account to see your shipment tracking.
7. Why does the tracking show “Not collected”?
📌 Reasons:
-Due to a backlog in the courier warehouse, your package may still be waiting for the first scan before shipping.
-The shipment is on the way, but the update will only take place at the next checkpoint.
💡 Note: If it is longer than 3 working days there is no update, please contact us — we will be happy to help you!
8. Why hasn't the tracking been updated for a long time?
📌 Reasons:
-Delay due to enhanced controls at transit hubs.
-Large packages or packages containing batteries are sometimes deemed non-compliant and returned to sender.
-Parts may still be in customs clearance.
💡 Note: If it is longer than 5 working days There is no update, we will do our best to speed up delivery and keep you informed!
Delivery problems
9. How long does it take?
For in-stock items:
-E-Bikes: Expected delivery within 5-10 business days depending on location.
-E-Scooter: Estimated delivery time 60-80 business days, depending on location.
-Accessories: Estimated delivery time 15-20 business days depending on location.
Deliveries to remote areas may take longer; the estimated time depends on your location and carrier availability.
For pre-orders:
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 has determined that the package exceeds size and/or battery limits.
-The courier could not reach you and the package was returned to sender. Please keep your phone accessible during delivery.
💡 Solution:
We must confirm that the package has been received at our overseas warehouse before arranging re-shipment. Once the package is back:
-We will resend your order as soon as possible.
-We will send you the new tracking number by email.
Please note: If your package is returned due to late pickup or incorrect address, additional redelivery fees may apply or a refund may be issued.
11. Why do I receive the bike but not the accessories?
📌 Reasons:
-Accessories are shipped separately and usually ship within 3 business days of the bike being shipped.
-The warehouse is still matching the parts or packing them carefully.
-The item is temporarily out of stock and awaits the next delivery.
If the accessories are sold out in the local warehouse. Due to distance, estimated delivery time is 7-15 business 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 informed!
12. Why do I have to collect my package myself?
📌 Reason: Some couriers default to delivering parcels to the nearest pickup point.
💡 Tip: Please provide a detailed address when ordering. Should collection be required, your package will be delivered to the nearest pickup point for your convenience.
13. The tracking says “Delivered” but I haven’t received it — why?
📌 Reason: EIt may have been dropped off at a neighbor's house or stolen.
💡 Tip: We strongly recommend purchasing shipping insurance at checkout for easier and quicker filing of claims. If you do not have insurance, please contact your local courier company, check neighbors or video footage immediately. If you still cannot find the package, please contact us immediately and report it to the police as soon as possible.
Note: Please send within 3 calendar days after notification an email support@maxtronbikes.de with your order details. We will then start an investigation with the shipping service provider. If the incident is not reported within 3 days, the shipping service provider cannot investigate or provide compensation.
Damaged or missing items
14. What to do if my package arrives damaged?
📌 Reason: The package may have been dented or damaged during shipping.
💡 What to do: Take clear photos of the shipping label and SKU label of the products on the box. Then record a full unboxing video without editing. If you find damaged parts, we will send you replacement parts for free or arrange compensation.
15. An item/part is missing from my order - what should I do?
📌 Reason: Small parts may get stuck in the packaging or the package may have been opened during transport.
💡 What to do: Check that the seal on the box is intact and shows no signs of tampering. When unpacking, shoot a continuous, uninterrupted video that clearly shows the bike and all parts. If you find any missing parts, please contact us with photos and videos — we will immediately ship the replacement parts to you in a prioritized manner.
Please keep the original packaging and all components at least 30 days after delivery. This helps with any repairs or returns.