Shipping Policy

We value every customer and customer satisfaction is always our top priority. We are committed to providing you with fast and reliable shipping services. We are doing our best to expedite the process so your package arrives as quickly as possible.Thank you very much for your patience. Thank you for your understanding. Below is our shipping policy:

Processing Time

Normally, all orders will be processed within 1-2 business days. Orders placed Monday through Friday will be processed within 24 hours of order placement or on the next business day. Orders placed Saturday to Sunday or holidays will be processed the next business day. Orders will not be processed on Saturday and Sunday.

Delivery Time

Before shipment, we usually needs to prepare the product, conduct strict quality control tests and carefully package the items. Therefore, processing time and delivery time are separated. Total delivery time = processing time + shipping time. Usually, shipped from EU warehouse, delivery time is 4-9 business days. Shipping from CN (China) warehouse, delivery time is 15-35 business days. (Products will be ordered according to supply and demand, and the time will be flexibly adjusted.) Please understand and wait patiently.

Unless otherwise stated on the product page, orders typically ship within 1-2 business days. Please allow 3-7 business days for your shipment to reach your address. After your order has shipped, a shipping confirmation email will be sent to your email address.

Shipping Country	Shipping Warehouse	Estimated Handling Days	Estimated Shipping Days
European Union	Czech Republic/Poland	1-2 business days	3-7 business days
China	ShenZhen/Hong Kong	1-5 business days	14-30 business days

Note:

Handling Days: The Handling Day tells you when a package leaves our warehouse.
Shipping Days: The Shipping Day is the time it takes the carrier to deliver a product to a customer.
Actual delivery dates may vary due to various factors such as shipping delays, weather conditions, etc. Please allow extra time for tracking information to be updated, as local couriers may experience slight delays.
Please note that the arrival time of your package may vary by country. Some products have restrictions and some products cannot be shipped to international destinations.
When you place an order, we will estimate the delivery date for you based on the availability of your goods and the delivery method you choose. Depending on the product order you selected, usually during the checkout period, the estimated shipping date will be displayed on the shipping quotation page.

Delivery Location

We only ship to the European Union and the United Kingdom.

European Union

European Union include: Austria, Belgium, Bulgaria, Croatia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Romania, Sweden, Spain, Slovakia, Slovenia, Malta, Cyprus, Czech Republic, and Monaco.

Unreachable Areas：

Countries include Switzerland, Liechtenstein, Andorra, San Marino, Vatican City, Norway, Iceland, Albania, Kosovo, Georgia, North Macedonia, Moldova, Belarus, Ukraine, Russia, Turkey, Bosnia and Herzegovina, Montenegro and Serbia.
Regions include Åland Islands (Finland), Campione d’Italia (Italy), Livigno (Italy), Canary Islands (Spain), Ceuta (Spain), Melilla (Spain), Northern Cyprus (Cyprus), Faroe Islands (Denmark), Greenland (Denmark), Mount Athos (Greece), Netherlands Non-European Territories (Netherlands), France Overseas Territories and Departments (France).

United Kingdom

The British mainland: England, Wales, Scotland, Northern Ireland 4 constituent countries.

Notice: E-Bikes are temporarily unavailable for delivery to the UK due to Brexit, batteries/accessories/parts/other items are delivered normally.

Unreachable Areas: British overseas territories, namely Guernsey, Jersey, the Isle of Man, Gibraltar, Channel Islands, British Antarctic Territory, British Indian Ocean Territory, Saint Helena, Ascension and Tristan da Cunha, Bermuda, Turks and Caicos Islands, Cayman Islands, British Virgin Islands, Anguilla, Montserrat, Falkland Islands, South Georgia and South Sandwich Islands, Pitcairn Islands and Akrotiri and Dekelia.

Shipping Location

We cooperate with local warehousing companies to provide customers with safe, fast and convenient full warehousing and logistics services. The following are our shipping warehouses：

Items	Warehouse	Delivery Time
E-bikes	Prague, Czech Republic	4-9 business days
E-bikes	Słubice, Poland	4-9 business days
E-bike Batteries	Hong Kong, China	15-35 business days
Components & others	ShenZhen, China	15-35 business days

Note:

The warehouse does not offer store pickup or returns.
Delivery time includes handling and shipping time. Please reference tracking information for the most accurate delivery date.

Shipping Carrier

We are committed to providing our customers with a seamless and hassle-free shopping experience. To ensure your order is delivered promptly and safely, we cooperate with international carriers such as FedEx, UPS, USPS, TNT, DPD, DHL Express, EMS, China Post, YunExpress, etc. to provide fulfillment services such as air freight, ground express, and Home Delivery.

Note:

In general, we will not be responsible for carrier delays or other transportation delays caused by epidemics, holidays, weather conditions, customs inspections, etc., or other reasons beyond our control.
All packages are accompanied by an official invoice listing the exact declared value (in US dollars) of each item. Promotional and discounted products will be declared at the discounted price. Due to tax reasons, we need to attach an invoice showing the value of the goods on the outside of the package for customs inspection.
Please make sure you have the correct address at checkout - we cannot cancel the order or change the shipping address once the order has been sent. You can request a return or exchange (through our carrier or another carrier of your own choosing) within 30 days from the date of delivery.

Shipping Cost

We currently offer Free Standard Shipping on all orders. For some locations that are not covered by free shipping (if possible), we may not deliver or need to pay additional shipping rates.

Shipping Options	Rates	Delivery Description	Delivery Time
Standard Shipping	Free	Ships within 2 business days	4-9 business days
Expedited Shipping	€34.99	Ships next day	3-7 business days
Remote Area Surcharge	€60.00	Ships within 7 business days	5-12 business days

Note:

Please note that you can choose your shipping option on the checkout page. We provide shipping method with tracking number. Once your order is fulfilled, you will receive a shipping confirmation email with the carrier and tracking number.
Please note that in the case of free shipping, if the customer refuses the delivery for any reason, the shipping costs to return the package to the sender will be borne by the customer. This amount will be deducted from the total refund amount. Shipping costs are not refundable.

Duties and Taxes

Duties and import taxes: We offer Delivered duty paid (DDP) delivery for all E-bike orders from countries within our delivery range. The seller is responsible for any import charges incurred when the goods cross borders, which includes shipping costs, duties and import taxes (if any). We do not charge customers additional customs duties and import taxes (if any), and product prices and shipping costs do not include customs duties and import taxes (if any).
Value Added Tax (VAT): For all E-bike orders, the seller is responsible for any VAT that needs to be paid when selling the goods. We do not charge customers additional VAT (if any), and the product price and shipping costs do not include VAT (if any).
However, for all bike batteries/accessories/parts orders, some countries require customs duties and VAT taxes on certain special categories or cross-border goods, and different EU member states apply different customs duties and VAT rates. Due to differences in tax rates between countries, we are unable to pay customs duties and VAT on your behalf, and customers are required to pay for them themselves.

Items	Duties and VAT	Is tax included?
E-bikes	Seller's responsibility	VAT is not included in product prices and shipping costs
batteries, accessories and others	Consumer Responsibility	Sales tax is not included in product prices and shipping costs

VIVI wholeheartedly maintains responsibility for any duties/taxes on your package. We take all necessary measures to mark and package the package completely, clearly, accurately and comprehensively, and pay extra customs clearance fees as much as possible to ensure the smooth passage of international express through customs. Let you buy with confidence and serve you wholeheartedly.

Changes of Shipping

Changes in items or shipping methods: Any changes that you make regarding shipping once the item is shipped, including but not limited to changing the address, putting an order on hold, or updating shipping settings/preferences may delay your receipt of the Products and replacement Products and/or refunds. If you would like to change the model、color or size of your ebike, you must do so prior to your order being shipped. There will be no charges for any shipping changes regarding your package until we provide you with a tracking number.
Wrong default address: When placing an order, please review your personal information (i.e. shipping address, phone number, email) carefully to avoid any problems or delays in receiving your order. If your payment is processed by Paypal, please note that we only ship to the confirmed address provided by PayPal. Before you pay, please make sure your address in PayPal matches the address you would like us to ship to. If in any case of some countries and regions, we can not ship to, we will also inform you accordingly by email after your purchase.
Rejected/Undeliverable Shipments: For shipments returned to us due to rejection or undeliverable, the shipping costs (both ways) are the responsibility of the customer. We will refund the customer 80% of the order value. That is the refund amount after deducting the (two-way) shipping costs. If redelivery is required, the shipping costs for redelivery are borne by the customer. If the customer initiates a credit card refund for a rejected shipment, the customer agrees to pay all refunds and related fees incurred by us. Unless we make a mistake, shipping and handling fees are not refundable.
Orders with invalid/incomplete addresses: Orders with invalid/incomplete addresses will be put on hold for one to two business days. We will contact you via phone or email to confirm the address. If we do not receive your message within the above time frame, the order will be sent to the address entered. If the address is not changed in time or the change of address is invalid, customers are responsible for any additional costs that may be incurred by the invalid address or redelivered.

Shipping Claims

In order to ensure the safe delivery of goods, we offer the option of shipping claims. If a package is lost in transit, we will consider your claim according to the terms and conditions applicable to your shipment.

If you file a shipping claim and your package is indeed lost or severely damaged, you must notify us within 30 days of shipment dispatch. If we review and approve your claim for a lost or badly damaged package, you will be reimbursed or replaced accordingly.

Package Tracking

If you have registered an account with viviebikes.com, you can track your order and shipping and handling information on your account. If you have not registered on our website, when your order ships, you will be sent an email confirmation with the tracking number (AWB) associated with the order. You can check and track the delivery status of your order by visiting the official website of the courier company and entering the tracking number in the 'Check your shipment' box. You can also use your order number to track your order here. For more shipping information, please email service@viviebike.com. We will get back to you within 24 hours.

For all international deliveries, please rest assured that your order is on the way safely and the time required depends on our logistics partners and their affiliates. You can provide your contact number under the address selected during payment so that the courier company can contact you in the event of any unforeseen circumstances.

Late Shipment or Pre-order

If we are unable to ship within the time specified, we will contact you when the shipment is expected to inform you of the reason for the delay and ask if you would like a full refund.

To pre-order, please see the shipping date on the product page. After the order has been shipped, a shipping confirmation email will be sent to your email. After your confirmation, we will send you the goods as soon as possible.

Shipping Delays

Please note that the time it takes for your package to arrive may vary by country. In most cases, the package will be delivered within the estimated arrival time. However, the actual delivery date may be affected by external factors such as flight schedules and weather conditions. Please refer to the tracking information for the most accurate delivery date.

If there is a delay in the package, we will notify you in time by email, and please be patient! We will contact the carrier and do our best to expedite the process to ensure your package is delivered in a timely manner.

Please note we are not responsible for any lost, stolen, or damaged items due to the actions or inactions of FedEx or any other parcel service.

Order Cancellation

Customers can cancel the order at any time before shipment. If you wish to cancel your order before it has shipped, please contact us immediately, we will not charge additional handling fees and provide a full refund. Once the product has been shipped, the standard return policy will apply.

Contact Us

If you have any questions about our shipping policy, please contact us

Email: service@viviebike.com

Phone: +852 5140-4907

Service Hours: Monday to Friday 3 AM - 12 PM CET (except holidays)

Thank you for choosing Vivi, and we look forward to serving you!