Shipping policy

1. Shipping Destinations

Apexwill currently delivers to all countries within the European Union (with the exception of Malta, Cyprus, and EU-Outermost Regions) and Switzerland. At this time, we do not ship to overseas territories or islands outside the continental European landmass.

2. Shipping Costs

We offer transparent shipping rates based on your order value and product category:

  • Electric Bikes: Enjoy FREE SHIPPING on all e-bike orders to major EU countries (including Germany, France, Netherlands, Belgium, Italy, and Spain).

  • Orders over €99: Free Shipping.

  • Orders under €99: A flat shipping rate of €9.99 per order applies.

  • Please note: The €10 flat shipping rate is non-refundable once the item has been dispatched.

3. Processing & Delivery Time

  • Order Processing: It takes 2-3 business days to process and manifest your order.

  • Transit Time: Delivery typically takes 3-7 business days once dispatched, depending on your location.

  • Tracking: You will receive an automated tracking email from [email protected] as soon as the carrier scans your package.

  • Delays: In rare cases of high volume or unforeseen circumstances, a slight delay may occur. If you have not received your package within 14 business days, please contact our support team immediately.

4. Risk of Loss & Signature Requirement

In accordance with EU Consumer Law, Apexwill bears the risk of loss or damage to the goods until they are physically delivered to you.

  • Signature Required: Due to the high value of Apexwill e-bikes, a direct signature is required upon delivery. Carriers are instructed to obtain a signature and should not leave packages unattended.

  • Shipping Insurance: Basic coverage is included in your order. For total peace of mind, you may purchase Extended Shipping Insurance at checkout to cover 100% of the value against transit-related theft or damage.

5. Damages & Discrepancies

Please inspect the package immediately upon arrival.

  • Outer Packaging: Damage to the outer box does not always mean the product is damaged. If the box is compromised, please note this with the courier upon signing.

  • Product Damage: If the product itself is damaged or parts are missing, you must contact us at [email protected] within 24 hours of receipt with clear photos of the box and the vehicle. Our team will conduct a priority investigation to resolve the issue.

6. Refused Deliveries & Restocking Fees

  • Refused Deliveries: Deliveries refused without a valid reason will incur a €200 flat fee per bike to partially cover our two-way handling and logistics costs.

  • Non-Defective Returns: For returns of new and unused bikes within 30 days of receipt, a €200 restocking fee applies.

  • Used Returns: For used bikes (showing signs of mileage or wear), we reserve the right to deduct a diminished value fee of up to 20% of the total order value from your refund.

  • Exemption: Approved returns of defective items are exempt from restocking fees.

7. Unforeseen Circumstances

Apexwill is not liable for delays caused by circumstances beyond our reasonable control, such as extreme weather, unpredictable traffic congestion, or third-party supplier delays. In such cases, we will provide an alternative delivery date as soon as possible.