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Frequently Asked Questions


All shipping and delivery wiith the US is done by FedEx. Shipping To Can

It consists of the processing time in the warehouse and the delivery time of our shipping service provider. If you need an item by a specific date, please check the estimated delivery time before purchasing.

Depending on your address, delivery normally takes 2-5 business days.

With the help of shipment tracking  , you can follow your goods exactly and thus know where your package is at any time (except for freight forwarding goods – here you will receive your delivery date after telephone agreement with the forwarding agent).

In the order status you can see the status of the order at any time.

We and our shipping service providers always strive to deliver the goods on time. Please note, however, that the specified delivery time is only the expected delivery time. Of course, unforeseen problems can arise in exceptional cases. You are then welcome to contact our customer service 

We have taken out transport insurance for every order that leaves our logistics center. We’ll cover the costs – you don’t have to pay anything. 

The transport insurance covers all possible damage and loss until the goods are accepted. 

In any case, you will receive an impeccable, undamaged package with the complete contents of the order. Everything else is our concern. 

If something is actually damaged, you will receive a replacement quickly and easily.

Of course you can also have your goods delivered to a packing station. 

This only applies to the shipment of small parts, accessories or clothing. 

Bicycles and bulky goods are excluded from this. 

To do this, write a customer note at the checkout page

You also need your post number (DHL customer number) and the post code of your Packstation.

when entering the shipping address during the ordering process.

Your order will be delivered to your front door by a parcel service, or to the curb by a forwarding agent.

The return label is included in the delivery. 

In case of a warranty claim, please contact our customer service directly – we will then look for a suitable solution with you.

Please always use our online contact form.

In order to process your claim as quickly as possible, we need a description of the defect and pictures showing the defect and the entire item.

In case of a necessary return you will of course also receive the required return label.

Larger products, such as a bicycle, will be picked up by our shipping service provider in the event of a warranty claim. The pickup is organized by our customer service and is of course free of charge for you. The necessary repair or replacement will be done by us.

After prior consultation, you can also choose to bring the bike to a dealer of your choice and we will cover the costs.

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In your shipping confirmation you will find a tracking number that you can use to check the current status of your order online at any time.

You can also track your shipment here with your order number:

Alternatively, you can view shipment tracking at any time in your customer account in the order history area.

If you have not created a customer account with us, you can access your order here and see the status.

Please note that activating a so-called tracking ID or tracking number can take up to 24 hours. It is therefore possible that we will send you a shipping confirmation and the tracking ID included will only be activated later.

After your order has been shipped, you will automatically receive a shipping confirmation from us, which also contains the link to track your package.

We will send this information to the email address you provided when you placed your order.

The activation of the so-called tracking ID or tracking number can take up to 24 hours.

You can also view shipment tracking at any time in your customer account in the order history area.

If you have not created a customer account with us, you can call up your order here and see the current status.

If the tracking has not changed for more than 3 days, you are welcome to contact our customer service for clarification. Please use our contact form for this .

No, unfortunately it is not possible to change the delivery address after you have placed your order.

If your order cannot be delivered for this reason, it will be automatically sent back to us and a refund will be made using the payment method you have chosen.

So that we can ship your order as quickly as possible, we may split it up into several packages. After your purchase you will receive an order confirmation by e-mail as usual.

As soon as the packages leave the warehouse, you will receive a separate shipping confirmation email for each package, each with a tracking number/invoice. 

You can view your shipment tracking in the customer account in the order history area 

As soon as a shipping service provider sends us a package back, a direct reshipment is not possible for technical reasons.

In this case, the invoice amount is always automatically reimbursed via the payment method used for payment.

In the case of an order with the payment method on account, the invoice is automatically canceled. In both cases you will receive a confirmation by e-mail.

In this case, please simply place a new order for the desired items.

Please be assured that this is not what we want.

Before contacting us, please check whether you have received a partial delivery . In some cases your order will be split into two packages. It is best to check the delivery note that is in the package to see whether the item is listed on it. If not, you will surely receive the missing part in a separate package.

If something is missing from a delivery, please contact our customer service directly and let us know whether you would like the item to be sent again or whether you would prefer a refund of the purchase amount.

If an item delivered by us is damaged or not in order in any way, you can of course send the item back to us free of charge – stating the reason for the return – with the return slip.

As soon as the item has arrived and been checked, the credit will be made using the method you specified as the payment method.

You can find out how to arrange a return here .

We are very sorry, we always try to deliver a flawless order to you.

In this case, please contact our customer service directly.

Which item was delivered instead? Here we need the information as detailed as possible. The best way is to send us a picture of the wrong item directly via the contact form.

Shipping a Bike or Bulky Goods

For all orders above $500, the shipping is free!

Whille for orders below $500, shipping cost is $35

The shipping costs for mixed goods baskets (bicycles + clothing, accessories, parts or other small parts) are always calculated based on the bicycle ordered. 

If you order a bicycle or an e-bike, we will cover the shipping costs for the small parts you have ordered, regardless of the amount. 

The order value for bicycles and e-bikes is always calculated independently of the small parts ordered.

Our items are only delivered as displayed in the shop.

We generally do not make any modifications, but you are welcome to order the appropriate, desired accessories directly. 

All bicycles are assembled and adjusted exclusively in our workshop by experienced specialist fitters.

You can find out more about our assembly process here: our assembly processes 

After receiving the delivery, you usually only have to straighten the handlebars, install the front wheel and screw on the pedals. 

We will of course provide you with the necessary tools. 

Nevertheless, please check all screws and attachments for tightness before your first ride and observe the operating instructions and safety instructions of the respective manufacturers.