Shipping Policy

Thank you for shopping at de.hitway.eu. We are doing our best to expedite the shipping process so that your package arrives as quickly as possible. We greatly appreciate your patience and thank you for your understanding.

Order processing

Orders are usually shipped within 2 business days after confirmation/payment. Orders placed on weekends may be delayed.

Shipment tracking

  • After shipment, you will receive an email with the tracking number. Please note that tracking updates may take longer during promotional periods or holidays.
  • If tracking is not immediately available, please allow 48 to 72 hours. If it still doesn't work, please contact us.

Delivery delays

If you experience delivery delays, please contact us at contact@hitway.eu. We will then investigate the problem with the shipping company.

Order cancellation

You can cancel your order before the package has been shipped. Cancellation is no longer possible after shipment.

Shipping costs and delivery time

nation

Estimated delivery time

Shipping costs

Courier company

Germany

3-5 working days

Free Shipping

GLS, GEL, DPD, DHL, UPS

Austria

4-7 working days

Free Shipping

 GLS, GEL, DPD, DHL, UPS

Total delivery time = processing time + shipping time (depending on your location)

We currently only ship to the countries listed above.

The above logistics information applies to e-bikes and e-scooters. Due to stock shortages, some Bebike/scooter accessories may be shipped from China. Please see the accessories page for details.

Order cancellations

We can cancel your order if you contact us promptly after purchase. If payment is complete and the package has not yet been shipped, the order can be canceled and you will receive a full refund. Cancellation is no longer possible once the package has been shipped. Please note that the absence of a shipping confirmation does not necessarily mean that the package has not been sent.

Address changes and cancellations: Fees

  • Address change during shipping : €50
  • Cancellation after shipment : €150
  • Refusal to accept the package : €150
  • Successful delivery to original address : €150

Damaged or lost items

Damaged outer packaging does not necessarily mean the product is damaged. If the packaging is damaged, we recommend filing a claim directly with the carrier. Our team can assist with product-related issues. For lost, damaged, or stolen shipments, please contact us within 7 days.

Customs duties

In rare cases, orders from your country may be subject to customs duties, which are beyond our control. Please contact your local customs office for further information.

Important shipping information and guidelines

  • Please ensure that the phone number you provide is correct, as the courier (such as GEL) will confirm the delivery time by phone.
  • Customs Delays & Holidays : Shipping times may be affected by varying customs clearance times or holidays. If you have not received your package within the estimated timeframe, please contact us.
  • Holiday-related shipping delays : Delays may occur during the holidays as both manufacturers and couriers reduce their operations. Unfortunately, these delays are beyond our control. Operations will resume after the holidays.
  • Tracking number delays : After your order has been shipped, it may take a few days for the tracking number to appear in the courier's system. If the information is not available immediately, please try again later.
  • Estimated delivery times : All estimated or typical delivery times are based on data collected from previous orders. These times are approximate and for reference only.
  • Liability for problems with the courier : Please note that we are not responsible for lost, stolen or damaged items caused by the actions or omissions of GEL, DHL, DPD or other parcel services.
  • Return shipping costs : Customers are responsible for the cost of returning items. Shipping costs are non-refundable. We cannot guarantee that we will receive your returned item. For further information regarding our limited warranty and claims process, please refer to our Limited Warranty Terms and Conditions, which are incorporated into these terms and conditions by reference.

Telephone: +852 9322 5387

Email: contact@hitway.eu