Shipping Policy

 

Corporate Information & Legal Notice

Eazion Official is operated by HONG KONG YUNTONG ZHICHUANG TRADING LIMITED.

● Registered Address: U2, 8/F, On Tin Centre, 1 Sheung Hei St, SPK, HK

● Customer Support Hotline: +1 844 416 0942

● Official Support Email: eu.service@eazion.com

I. Shipping Fees & Taxes

All orders on our website qualify for free shipping and tax-free service across our designated delivery zones.

II. Shipping Timelines & Order Fulfillment

1. Order Processing & Dispatch

● In-Stock Items: Most standard in-stock items are processed and prepared for dispatch within 1–2 business days.

● Weekends & Holidays: Orders placed on Saturdays, Sundays, or official public holidays will be processed on the very next business day.

● Shipment Notification: Once processing is complete, packages are handed over to our trusted logistics carriers (such as DPD or FedEx). You will automatically receive an email notification containing your tracking number and logistics link.

2. Guaranteed Delivery Window

● Standard E-Bikes: Estimated delivery is 2–8 business days depending on your specific region.

● Maximum Delivery Guarantee: To give our customers complete certainty, we guarantee that the maximum delivery time for any in-stock item will not exceed 15 business days from the date of order confirmation.

3. Pre-Order Items

● Total Delivery Timeline: Estimated shipping date displayed on the product page + standard shipping transit time to your region (2–8 business days).

4. Essential Reminder

Please retain the original box, structured foam, and all internal packaging materials for at least 15 days following receipt. These compliant materials are required by carriers for any potential transit inspections, repairs, or return processing.

III. Resolution Standards for Logistics Issues

1. Package Delays or In-Transit Issues

If your package does not arrive within the expected timeframe, please reach out to our dedicated support team at eu.service@eazion.com within one week of the estimated delivery date so we can expedite an inquiry with the carrier.

2. Returned Packages (Failed Delivery Attempts)

If a package is returned to our warehouse due to repeated failed delivery attempts, failure to collect the package from a local depot within the carrier's timeframe, refusal of delivery, or incorrect/incomplete address details provided by the buyer, the actual return shipping expenses incurred will be deducted from the final refund.

3. Damaged or Discrepant Deliveries

● Severe Visible Damage: If a package arrives with severe, visible external damage, we highly recommend refusing the shipment or capturing clear photographs of the box prior to signing to help accelerate our carrier claim process.

● Concealed Damage: If external damage is noted but you discover component or structural damage after unboxing, please provide clear photos or videos to our support team. We will immediately arrange free replacement parts or a proper resolution.

● Delivery Discrepancies ("Delivered" but Missing): If the carrier tracking status indicates your package has been "Delivered" but you have not physically received it, please contact our support team immediately at eu.service@eazion.com. EAZION takes full responsibility for coordinating a formal investigation with the carrier and will swiftly arrange a replacement shipment or a full refund for you.

IV. Delivery Time & Regional Availability

Product Type	Fulfillment Warehouse	Eligible Delivery Regions	In-Stock Delivery Window	Pre-Order Delivery Window	Shipping Fee
Retro e-Bike	Germany Warehouse	Belgium, Luxembourg, Netherlands, Poland, Austria, France, Denmark, Italy, Czech Republic, Spain, Monaco, Germany	2–8 business days (Max 15 business days)	Refer to product page estimates.	Free
Electric Mountain Bike	Germany Warehouse	Germany, Belgium, Luxembourg, Netherlands, Austria, Poland, Czech Republic, France, Denmark, Italy, Spain, Hungary, Slovenia, Slovakia	2–8 business days (Max 15 business days)	Refer to product page estimates.	Free
City E-Bike	Germany Warehouse	All regions within Germany	2–8 business days (Max 15 business days)	Refer to product page estimates.	Free
Folding E-Bike	Germany Warehouse	All regions within Germany	2–8 business days (Max 15 business days)	Refer to product page estimates.	Free

V. Shipping & Delivery Commitments (Disclaimer)

While the vast majority of our shipments arrive strictly on schedule, unexpected real-world transit adjustments can occasionally happen. Actual delivery times can sometimes be affected by logistical factors beyond immediate control, including extreme weather anomalies, seasonal carrier capacity shortages, or regional customs and sorting facility backups.

In any event of an extended delay, EAZION is committed to actively escalating the shipment with the carrier and providing you with regular, transparent status updates until your order safely arrives.

VI. Remote Area Delivery

Delivery to designated remote areas or peripheral islands may require additional transit time depending on local carrier routing schedules and courier service coverage.

VII. Frequently Asked Questions (FAQ)

Order Processing & Modifications

1. Why can’t I locate my order details in my account dashboard?

● Scenario A: You checked out as a guest. Please register an account using the exact email address used during purchase, and the order will automatically sync.

● Scenario B: Different email profiles were used. Contact customer service with both email addresses, and we will merge them for you.

2. I ordered an in-stock item; why haven't I received a shipping confirmation?

● The confirmation email may have been filtered into your Spam/Junk folder, or the email address was misspelled at checkout.

● The warehouse requires address validation (e.g., missing house number or incorrect postal code).

● Reminder: Orders placed over weekends or public holidays begin processing on the following business day. If 3 full business days pass without an update, please contact us.

3. Can I modify my shipping address or product specifications (color/model)?

● Before the Tracking Label is Generated: Yes, contact us immediately at eu.service@eazion.com for free modifications.

● After Dispatch: Once handed over to the carrier, shipments cannot be altered or intercepted. If modifications are mandatory, any carrier-enforced rerouting or administrative fees will be the responsibility of the buyer.

Tracking & Logistics Diagnostics

4. How do I track my shipment?

You can track your package via the direct link inside your automated shipping confirmation email, by logging into your store account profile, or by copying your tracking number directly into the official DPD or FedEx tracking portals.

5. Why does my tracking status state “Not Picked Up” or "Label Created"?

This occurs during the brief window when a warehouse has securely packed your order and assigned a label, but the carrier's hub has not executed its first inbound physical scan. If this status persists past 3 business days, notify our team to verify dispatch status.

6. Why has my package tracking information stopped updating?

Oversized cargo or products containing high-capacity lithium batteries occasionally undergo extended safety routing inspections at major domestic distribution hubs. If your tracking status remains static for more than 5 business days, our team will launch an official inquiry with the carrier management team.

Missing or Damaged Items

7. Why was my package automatically returned to the warehouse without notification?

Carriers occasionally initiate an automatic return if an item exceeds maximum weight/dimension capacities during a route swap, or if local couriers encounter consecutive failed delivery attempts without a secure drop-off option. EAZION will immediately arrange a priority re-shipment with a fresh tracking number once the asset returns to our hub.

8. What should I do if my package arrives with missing components or accessories?

Thoroughly inspect all internal crevices of the original packaging cardboard and structured foam inserts first, as smaller components are often secured deep inside for safety. If parts are confirmed missing, provide our team with your unboxing media, and we will arrange a priority dispatch of the missing elements.