Shipping & Delivery FAQs

We are proud to offer international shipping services that currently operate worldwide. Nothing means more to us than bringing our customers great value and service. We will continue to grow to meet the needs of all our customers, delivering a service beyond all expectation anywhere in the world.

FAQ. How do you ship packages?

Packages from our global warehouses, as far as possible, will be shipped worldwide by reputable shipping companies like Epacket depending on the weight and size of the product. All other countries will take the fastest alternative carriers and should still arrive around our estimated delivery times.

FAQ. Is Free Shipping worldwide?

Yes. We provide free shipping to North America, Canada, Europe including UK (the main EU states), as well as Australia and Switzerland. However, there are some locations we are unable to ship to. If you happen to be located in one of those countries and can’t buy our products (at least for now), do contact us for help!

FAQ. What about my country customs fees?

We are not responsible for any custom fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may, or may not, get custom fees when they arrive to your country.

FAQ. How long does my shipping take?

Estimated shipping times are as follows:

NOTE: that many of our EZVelo customer orders are arriving within 10 days – !….but we can’t promise this, so we go by the standard shipping timetable:

United States 14-20 days
Canada, Europe 14-20 days
Australia 14-20 days
North America 14-25  days

*** add 7-10 days *** to the above estimated shipping time for all orders in December.

FAQ. Will my Christmas orders arrive before 25th December?

We are not held responsible for items that do not arrive on a “specific day deadlines” – (but NOTE: most products DO arrive within 2-3 weeks even during busy periods.) You will always be notified of delays because we are also tracking for you and in close contact with each and every shipment out to customers.

FAQ. Where is my stuff? It’s been more than 45 days…

If your product does not arrive before 45 days from the date it was ordered, i.e. 1-5 days for processing and 40 days shipping time, and we’ve looked into the case with no answer from our warehouses, then you are entitled to a no quibble full refund of the goods. Please contact us a request via: [email protected]

Please note: you may also be offered a “part refund” (half of what you paid), if we see the product is lost or stuck and not moving post 30 days. We will contact you if this is the case and then pay you back the balance of your payment at day 45. No customer should wait 4 weeks + for any of our products. Only 1 customer of ours was unfortunate to be in this position and this was over Christmas. It is rare (!) but does happen.

FAQ. Do you provide tracking information?

Yes, we aim to give every customer a tracking number for the items they have ordered.

It takes us between 1-10 days to get a tracking number back to you. This is because tracking numbers are nearly always delayed on updating, even if your order is already shipped! 

If you’ve got no tracking between 1-10 days, please contact us: [email protected] . We’ll check on your order status. It may be we’ve sent the tracking email, but you’ve not checked your email or it is in your spam folder :).

We never abandon your order, as said, we are tracking every customer order making sure each parcel is delivered to the address specified on your order.

We want to offer the best service and that you get the products you ordered with the least hassle and delay possible.

FAQ. My tracking says “no information available at the moment”?

For some shipping companies, it takes a few days for the tracking information to update on the system. This is normal, so don’t worry. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.

Again, we are also watching for you. If we see your product still not dispatching for shipment or stuck at port, we will look into it, then contact you if there is going to be a delay.

FAQ. Will my items be sent in one package?

For logistical reasons, items in the same purchase are likely to be sent in separate packages. This means your packages may arrive on different days. 

If you have any other shipping and delivery questions, please contact us and we will clarify any queries for you.

Thanks for reading!