About Payment
To make paying for your order as simple and flexible as possible, we support multiple different payment methods. You can make your choice at the end of the checkout process.
About Shipping
1. Shipping Countries and Costs
All e-bikes ship FREE to Germany, Austria, and France. We do not offer various shipping options.
2. Estimated Delivery Times
Generally, all Hepha orders are processed within three business days. The estimated delivery time after shipping is 2-4 working days* for Germany, 3-6 working days* for Austria, and 7-15 working days* for France.
*Actual shipping time depends on your location and the warehouse from which your product is shipped. Unforeseen circumstances can also cause delays in delivery.
3. Tracking Information
Upon shipment of your order, you will receive a shipping confirmation email containing a link to track your package.*
*Please note that for the ZUFALL delivery service, the link/tracking number will only be active when the bike is being collected.
4. Lost During Shipping
In the event that the ordered product(s) do not reach the provided address (when correctly provided) or are lost during the shipping process, we reserve the right to conduct a full investigation and search that may take up to 30 days. Within this period, we retain the right to withhold a full refund or resend the same product(s). We will keep you updated on the progress and results of the investigation, allowing for appropriate and reasonable action to be taken.
In Case of Unforeseen Circumstances:
In situations beyond our control (such as adverse weather conditions, traffic delays, production delays, or issues with third-party suppliers), we may be unable to deliver goods within the specified timeframes. We will not be liable for delays caused by such circumstances. If a timely delivery is not possible, an alternative delivery date will be provided. Special circumstances like high order volumes, new product releases, or restocking days may also lead to extended shipping times. In such cases, we will communicate this on the product page and send a follow-up email reminder.
All of our bikes are packed in special bike boxes to protect your bike during transportation. Your bike ships pre-assembled, and will be ready to ride after a few simple steps. We created a quick video that shows everything you need to do. Watch now
We hope this information is helpful. If you have any further questions, please feel free to contact us at: service@hepha.com