At Altis E-Bike, we are committed to delivering your order safely, efficiently, and on time. This Shipping Policy explains how we process, ship, and deliver orders placed through our website.
Delivery times provided on our website are estimates only and may vary depending on your location, product availability, and the shipping carrier.
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# 1. Shipping Destinations
Altis E-Bike currently ships to most countries within the **European Union (EU)** and selected international destinations.
If your country is unavailable at checkout, please contact our customer support team to confirm whether shipping is available.
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# 2. Order Processing
Orders are typically processed within **1–3 business days** after payment has been successfully authorized.
Orders are processed:
* Monday–Friday: 9:00 AM–5:00 PM (CET)
* Saturday: 9:00 AM–2:00 PM (CET)
* Sunday and public holidays: Closed
Orders placed outside business hours will be processed on the next business day.
During peak shopping periods, product launches, or holidays, processing times may be longer than usual.
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# 3. Shipping Methods
We work with trusted courier partners to deliver orders securely and efficiently.
Available shipping methods and estimated delivery times will be displayed during checkout based on your delivery address.
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# 4. Estimated Delivery Times
Estimated delivery times begin once your order has been dispatched.
### European Union
* Standard Shipping: **3–7 business days**
* Express Shipping (where available): **1–3 business days**
### International Orders
* Estimated delivery: **7–15 business days**, depending on the destination country and customs processing.
Delivery estimates are provided for guidance only and are not guaranteed.
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# 5. Shipping Costs
Shipping costs are calculated during checkout based on:
* Delivery destination
* Product size and weight
* Selected shipping method
From time to time, Altis E-Bike may offer free shipping promotions, which will be clearly indicated on our website.
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# 6. Order Tracking
Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number (where available).
Tracking information may take up to 24 hours to become active after shipment.
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# 7. Delivery
Deliveries are made to the shipping address provided during checkout.
Please ensure all delivery information is accurate before submitting your order.
Some deliveries, particularly high-value products such as electric bikes, may require a signature upon delivery.
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# 8. Incorrect Shipping Information
Customers are responsible for providing complete and accurate shipping details.
If an incorrect or incomplete address results in:
* Delivery delays,
* Returned shipments, or
* Additional carrier charges,
the customer may be responsible for any additional shipping costs required to resend the order.
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# 9. Damaged Deliveries
Please inspect your order immediately upon delivery.
If your package arrives damaged:
* Take photographs of the packaging and product.
* Notify Altis E-Bike within **48 hours** of delivery.
* Keep all original packaging until your claim has been reviewed.
We will work with you to resolve the issue as quickly as possible.
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# 10. Lost Shipments
If your shipment appears to be lost:
* Check the tracking information provided.
* Contact the shipping carrier if appropriate.
* Contact Altis E-Bike if you need further assistance.
We will work with the carrier to investigate and determine an appropriate resolution.
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# 11. Customs Duties and Taxes
For deliveries outside the European Union, your order may be subject to:
* Customs duties
* Import taxes
* VAT
* Brokerage fees
* Other government charges
These charges are the responsibility of the customer unless otherwise stated during checkout.
Customs policies vary by country, and Altis E-Bike has no control over these charges.
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# 12. Refused Deliveries
If a shipment is refused without prior agreement:
* Return shipping charges,
* Customs fees (where applicable), and
* Other carrier costs
may be deducted from any eligible refund in accordance with our Refund & Returns Policy.
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# 13. Shipping Restrictions
Certain products, including lithium-ion batteries and other hazardous goods, may be subject to transport restrictions in some countries.
Altis E-Bike reserves the right to cancel or modify orders if shipping restrictions prevent lawful delivery.
If this occurs, affected customers will be contacted and offered an alternative solution or a full refund.
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# 14. Risk of Loss
Ownership and responsibility for products transfer to the customer upon successful delivery to the shipping address provided during checkout, except where otherwise required by applicable law.
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# 15. Delays Beyond Our Control
Although we strive to deliver every order promptly, delays may occur due to circumstances beyond our reasonable control, including:
* Severe weather conditions
* Customs inspections
* Transportation disruptions
* Public holidays
* Industrial action
* Natural disasters
* Government restrictions
* Supply chain interruptions
Altis E-Bike is not liable for delays resulting from these events, but we will make every reasonable effort to keep you informed.
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# 16. Contact Us
If you have any questions regarding shipping or delivery, please contact us:
**Altis E-Bike**
Email: [support@altisebikes.eu](mailto:support@altisebikes.eu)
Website: https://altisebikes.eu
Business Hours:
* Monday–Friday: 9:00 AM–5:00 PM (CET)
* Saturday: 9:00 AM–2:00 PM (CET)
* Sunday: Closed
Our customer support team is happy to assist you with any shipping or delivery questions.