Product Protection

Shipping Cost

Free shipping on all Velopro orders.

How Long Does It Take?

In-Stock Items

Order Processing and Pick Up

Most in-stock e-bikes and accessories are processed within 3–5 business days. Orders placed on weekends or public holidays will be processed the next working day. Once dispatched via trusted carriers, you will receive an automated email with tracking information.

Delivery

• E-Bikes: 5–10 business days after dispatch, subject to destination

• Spare Parts & Accessories: Shipped from China, 15–20 business days

Pre-Order Items

Total delivery time = Estimated ship date shown on product page + standard regional transit time.

Important Reminder

Please retain all original packaging for at least 30 days after delivery for any repairs, warranty service or returns.

What to Do If There Is a Shipping Issue?

Delayed or Missing Packages

If your package fails to arrive within the estimated window or items are missing, contact our support team at support@velopro-eu.com within one week of the estimated delivery date.

Returned Packages

Once confirmed returned to our overseas warehouse, we will arrange follow-up processing. If the return is caused by incorrect address or missed pickup, supplementary fees may apply for redelivery or refunds.

Note: All delivery times are estimated. Delays caused by weather, customs, courier backlogs or seasonal peaks are outside our control.

Email Says Delivered, But No Package

Please email support@veloprobike.com within 3 calendar days of the notification with your order details. We’ll help start an investigation with the shipping provider. If notified later than 3 days, the shipping provider won’t be able to investigate or compensate for the lost package.

Delivery Times and Fees by Destination

Understanding Estimated Delivery Dates

Most items are delivered on time as scheduled. However, packages may arrive slightly later than expected, or experience extended delays in rare cases.

Delivery timelines are only estimates due to inherent logistics uncertainties. Actual transit times may vary caused by weather, carrier capacity, warehouse backlogs, customs inspections and other unexpected conditions. Delays are also possible during peak seasons, promotional events, new product launches and restock periods.

If a shipment is delayed, our team will actively follow up with logistics partners and keep you updated on the latest status.

Deliveries to Remote Areas

Shipments to remote rural addresses generally require extra transit time. The exact lead time depends on local courier coverage and your specific delivery address.

More Detail You May Want to Know

1.Why did I receive a risk control email from support@velopro-eu.com? Reason: Our security system flagged risks and held your order (mismatched billing/shipping info, failed payments, etc.). Action: Complete verification per email instructions, and we will release your order.

2. Why can't I find my order information? Case 1: No account → Register using your order email to auto-link orders. Case 2: Different registered email → Send both emails to us to merge records.

3.Why haven’t I received a shipping notification (In-Stock items)? Possible causes: Wrong email / spam filter; address verification required; warehouse/system delay; stock pending. Note: Weekend & holiday orders process the next working day. Contact us if no update within 3 business days.

4.Why haven’t I received a shipping notification (Pre-order items)? Possible causes: Wrong email / spam filter; system update failure. Suggestion: Check spam folder or contact us for latest schedule.

5.Can I change delivery address, colour or model? ✅ Before tracking number generated: Email support@velopro-eu.com for changes. ❌ After shipment: Modifications are normally unavailable. Urgent adjustments may incur extra logistics fees.

Shipping & Tracking

1.How do I track my shipment? Once dispatched, you will receive an email with a tracking link. You can also log into your account to view tracking details.

2.Why does tracking show "Not Picked Up"?

• Courier warehouse backlog, waiting for first scan

• Package is in transit; updates appear at the next checkpoint Note: Contact us if no update after 3 business days.

3.Why has tracking not updated for a long time?

• Inspection delays at transit hubs

• Oversized/battery packages may trigger compliance checks

• Items shipped from China warehouse may be clearing customs Note: Reach out to us if no updates for over 5 business days.

Delivery Issues

1. How long does delivery take? In-stock items

• E-Bikes: 5–10 business days, subject to destination

• Accessories: Shipped from China, 15–20 business days Deliveries to remote areas may require extra time.

Pre-order items Total lead time = Estimated ship date shown on product page + regional standard transit time.

1. Why was my package returned with no prior contact?

Reasons: Package exceeds size/battery transport limits; courier failed to reach you.

Solution: We wait for the item to arrive back at our overseas warehouse before reshipping.

⚠ Extra fees may apply for returns caused by incorrect address or missed collection.

2. Why did I receive the bike but not the accessories?

Accessories may ship separately within 3 business days after the bike. If local warehouse stock runs out, accessories will be dispatched from China (7–15 business days).

Contact us if accessories do not arrive within the expected window.

3. Why do I need to collect my package myself? Some couriers automatically send parcels to the nearest pickup station.

Tip: Fill in a complete delivery address at checkout.

4. Tracking shows "Delivered" but I have not received my package

It may be left with a neighbour or lost.

Check surroundings, neighbours and request courier footage first.

Email support@veloprobike.com within 3 calendar days with your order number to launch an investigation. Claims will not be supported if notified after the 3-day deadline.

Tip: Shipping Protection Insurance at checkout simplifies loss claims.

Damaged or Missing Items

1.What if my package arrives damaged? Damage may occur from compression or impact during transit. Action: Take photos of shipping & SKU labels, record an unedited full unboxing video. We will provide free replacement parts or compensation for damaged components.

2.What if parts/items are missing from my order? Small components may shift inside packaging, or parcels could be opened in transit. Action: Check box seals for tampering. Film continuous unboxing footage. Contact us with photos and videos, and we will arrange replacements promptly.

3.Please retain original packaging and all components for at least 30 days after delivery for claims, repairs or returns.