Shipping policy

Shipping Policy

Thank you for choosing KOOLUX! We are committed to delivering your electric bikes and accessories as quickly and safely as possible. Please read our shipping policy below to understand our processing times, delivery methods, and shipping rates.

1. Order Processing Time

  • All orders are processed within 1 to 2 business days (excluding weekends and holidays) after receiving your order confirmation email.

  • You will receive another notification with a tracking number once your order has shipped.

2. Shipping Methods & Delivery Times
To provide the best shopping experience, we utilize a dual-shipping model based on the items you purchase:

A. Shipping from our European Local Warehouse (For E-Bikes & E-Scooters)
We stock our main vehicles in our local EU warehouses (located in Germany/Poland) to ensure rapid delivery with zero import hassle for our European customers.

  • Delivery Time: Usually takes 3 to 7 business days.

  • Couriers: Delivered by reliable local carriers such as DHL, DPD, or GLS.

  • Customs & Taxes: No extra customs duties or import taxes are required for customers within the European Union, as the products are shipped locally.

B. Shipping from our China Headquarters (For Accessories & Spare Parts)
Small accessories, replacement parts, or specific customized items are shipped directly from our manufacturing base in Shenzhen, China via international small packet services.

  • Delivery Time: Usually takes 10 to 20 business days.

  • Couriers: YunExpress, 4PX, or local postal services.

  • Customs & Taxes: For small parcels sent to the EU, VAT is usually collected at checkout (IOSS). However, if any local customs duties or handling fees apply upon arrival, they are the responsibility of the customer.

3. Shipping Rates

  • E-Bikes & Scooters: We offer [Free Shipping / Flat rate of €30] for all e-bikes and scooters delivered within the EU.

  • Accessories & Parts: A standard shipping fee of [€40] applies to small parcels. (Optional: Free shipping on accessory orders over €50).

  • Please note: Shipping rates will be automatically calculated and displayed at checkout.

4. Supported Shipping Areas
Currently, we ship to most countries within the European Union, including: Germany, France, Italy, Spain, Netherlands, Belgium, Austria, Poland, etc.
(If you are located in the UK, Switzerland, or outside the EU, please contact us at info@hitwayparts.com before placing an order to confirm shipping availability and rates.)

5. How do I check the status of my order?
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.
You can also track your order directly on our website here: https://www.hitwayparts.com/apps/17TRACK.

6. Shipping Damages & Issues
E-bikes are heavy items. While we use reinforced packaging, cosmetic damage can occasionally happen during transit.
If your order arrives damaged in any way, please email us within 48 hours of delivery at info@hitwayparts.com with your order number and clear photos/videos of the item’s condition and the damaged packaging. We address these on a case-by-case basis and will try our best to work towards a satisfactory solution (e.g., sending replacement parts).

Link copied