Shipping Policy – SINOHON Store
1. Where do we ship SINOHON e-bikes?
Currently, we ship to countries within the European Union. We offer free shipping to most EU areas. However, additional shipping fees may apply to certain remote areas or islands. If extra shipping costs are required, we will contact you as soon as possible to discuss the available options.
2. Delivery times and package tracking
We do our best to deliver your order before the estimated date shown at checkout. If no date is specified, delivery will be made within 30 days after the order has been accepted, including pre-orders. In-stock products are usually dispatched within 1 to 3 business days, and delivery typically takes 3 to 7 business days. For remote locations, delivery times may be slightly longer.
Please note:
- Different products may be shipped with different courier services, so orders containing multiple items may not arrive at the same time.
- Once your order has been shipped, you will receive a confirmation email with the tracking number.
- All items are shipped from our official warehouse in Europe, but return addresses may vary.
3. What happens if I receive the wrong product?
If you receive an incorrect, damaged, or defective product, or if there are any discrepancies in quantity or quality, please take clear photos and contact our customer service team within 3 days after receiving your order. We will investigate the issue and resolve it as soon as possible.
4. What happens if I do not receive my package?
Once your order has been shipped, you will receive an email with a tracking number. If your package is still in transit, please check the tracking status. If there are no updates after 10 days, or if the tracking shows “delivered” but you have not received the package, please contact us for assistance. It may take us up to 48 hours to investigate with the courier company before processing a refund or resending the item.
5. Unforeseen circumstances
In the event of unforeseen delays beyond our control, such as bad weather, traffic issues, or production delays, we may not be able to deliver within the estimated time frame. Although we are not responsible for such delays, we will keep you informed and provide a new estimated delivery time. In addition, a high volume of orders or inventory restocking may affect shipping times; this will be clearly stated on the product page.
6. What happens if my order is lost in transit?
If your order is lost during shipping, we will carry out a full investigation with the courier company, which may take up to 30 days. During this period, we reserve the right to withhold a refund or replacement until the investigation is completed. We will keep you informed throughout the process.
7. Order tracking
If you have a registered account on the SINOHON Store website, you can track the status of your order directly online. If you are not registered, you can still track your order by entering the tracking number received by email on the courier company’s website. If you have any problems, please email us at support@sinohon-bike.com.
Important Notes:
- If your package is marked as delivered but you have not received it, please contact us within 3 business days. After this period, we may no longer be able to assist you, and you may need to resolve the issue directly with the courier company.
- If your order includes additional accessories, they may be shipped separately.
- Return address: The return address may vary depending on the issue. Please contact us at support@sinohon-bike.com to confirm the correct return address before sending any items back.
More Information
- Discover our [Return and Refund Policy]
- Discover our [Warranty Terms]