Shipping Policy

Thanks for shopping with hitway.eu. We are trying our best to speed up the process to make your package arrive as soon as possible. Your patience is highly appreciated. We thank you for your understanding.

Order Processing Time

• It is the time elapsed between when the customer places the order and when the seller hands the order over to the delivery service.
• Generally, orders are shipped within 2 working days of order confirmation/payment. Orders made on the weekends might experience delays.
• Our warehouse only operates on Monday – Friday during standard business hours, except on holidays. In these instances, we take steps to ensure shipment delays will be kept to a minimum.

Shipping Cost & Transit Time

Country	Estimated Delivery Time	Shipping Cost	Courier
Austria, Belgium, France, Germany, Italy, Netherlands, Poland, Spain, Hungary, United Kingdom	3-5 working days	Free Shipping	DPD,GEL,UPS,DHL
Denmark, Portugal, Sweden, Bulgaria, Croatia, Liechtenstein, Luxembourg, Latvia, Romania,Greece	5-7 working days	€30	DPD,GEL,UPS,DHL
Ireland	5-7 working days	€60	DPD,GEL,UPS,DHL

 

Total Delivery Time = Processing Time + Shipping Time(depending on your location)

• We do not ship to countries other than those listed above at this time. Due to courier limitations, we currently do not offer shipping to islands such as Sicily, Sardinia, Corsica.
• The above logistics information applies to electric bicycles and electric scooters. For individual bebike/scooter accessories, we may send them from China due to warehouse shortages, and we will have relevant instructions on the accessories page.

Tracking

• After your order is shipped, you will receive an email with the tracking number. Please note that during promotional events or holiday periods, tracking updates may take longer than usual.
• If you are unable to view tracking information immediately after receiving the shipment notification, this is normal. Tracking information may take time to update, and it could take 48 to 72 hours for the details to appear.
• Should you still be unable to track your package, please contact us, and we will resolve the issue within 48 hours.

Delivery Time Exceeded

If your order is delayed, please contact us via email at contact@hitway.eu, and we will check the situation with the transportation company in time. Thanks for your understanding and support.

Order Cancellations

• We can cancel the order for you if you contact us in time after your purchase. If your payment is finished and the parcel is not shipped out, you can cancel your order before your item’s delivery. And we will refund all of your money.
• Orders can't be canceled once the parcel is shipped out. Please note that not receiving a shipping update email does not mean that the package has not been shipped.

Address Changes and Order Cancellations: Applicable Fees

At HITWAY, we understand that circumstances may change after an order is placed. However, certain adjustments after shipping may incur additional fees. Below are the applicable charges:

• Address Change Fee: If an address modification is successful while the package is in transit, a fee of €50 will be charged.
• Order Cancellation After Shipment: If an order is cancelled after the package has been shipped, a fee of €150 will be applied.
• Non-Acceptance or Undeliverable Package: If the customer refuses to accept the package or if it is undeliverable, a fee of €150 will be charged.
• Delivery to Original Address: If the package is successfully delivered to the original address, a fee of €150 will apply.

Damaged or Lost Items

Please note that damage to the outer packaging does not necessarily mean the product itself is damaged. Due to the unpredictable nature of delivery processes, we cannot guarantee the condition of the external packaging. We recommend that customers file a claim with the carrier immediately if any damage to the outer packaging is noticed. Our customer support team is here to assist with any product-related issues.
If your order is lost, damaged, or stolen during transit, please contact us within 7 days. We will assist you in resolving the matter promptly.

About Tax

In rare cases, orders may be charged customs fees by your government, not our site, you will be responsible for the charges. We apologize for any inconvenience, but we have no control over the customs authorities in your country or any other. Contact your local customs office for more information about customs fees, duties, and taxes.

Important Shipping Information and Policies

1. Customs Delays and Public Holidays: Shipping times may be affected by varying customs clearance times or public holidays. If you have not received your package within the estimated timeframe, please contact us for assistance.
2. Holiday Shipping Delays: During public holidays, both manufacturers and couriers may limit their operations, which can cause delays in shipping. Unfortunately, these delays are beyond our control, but services will resume as normal once the holidays are over.
3. Tracking Number Delays: After your order has been shipped, it may take several days for the tracking number to appear in the courier’s system. If tracking information is not available immediately, please check again later.
4. Estimated Delivery Times: All estimated or typical delivery times are based on data collected from previous orders. These times are approximate and provided for reference only.
5. Liability for Courier Issues: Please note that we are not responsible for any items lost, stolen, or damaged due to the actions or omissions of DHL, DPD, or any other parcel services.
6. Return Shipping Costs: Customers are responsible for covering the shipping costs of returning items. Shipping fees are non-refundable. We recommend using a trackable shipping service and purchasing shipping insurance. We cannot guarantee that we will receive your returned item. For more information on our limited warranty and claims process, please refer to our Limited Warranty terms, which are incorporated by reference into these terms.