Shipping policy
Shipping Policy
1. Which regions/countries do you ship to for orders placed on the Smalo online store?
1.1 We currently only deliver to Germany (shipping from the Czech Republic).
2. Shipping methods & costs?
2.1 Our products are shipped through the following logistics providers:
a. Complete E-bike
Shipped by: Dachser or DB Schenker
Delivery Time: 2–3 business days
Fees: €150 per order shipment; €200 per return shipment
b. E-bike outer box and packaging accessories
Shipped by: Dachser or DB Schenker
Delivery Time: 2–3 business days
Fees: €100 per shipment
c. E-bike accessories
Shipped by: Dachser or DHL or FedEx or DB Schenker
Delivery Time: 2–3 business days
Fees: €70 per shipment
3. How long will it take for the product to be delivered after placing an order? How can I track my shipment?
3.1 Generally, we will ship your order on the third business day after you place it. If you wish for an earlier shipment, please make a special note when placing your order, and we will do our best to accommodate.
Note: Once the order has been shipped, it cannot be canceled through the system. If a return request is made, you will be responsible for the shipping fee and return shipping fee, totaling at least €350.
3.2 Regardless of the chosen courier, the delivery time is 2-3 business days. This means if you place your order on the 1st day, you will receive your product by the 6th business day after placing the order at the latest.
3.3 Once your order has been shipped, you will receive an email notification containing tracking information.
4. What if the product isn't delivered or gets lost during shipping?
If the ordered product does not reach the specified address (assuming the address is entered correctly) or is lost during the shipping process, we reserve the right to conduct a full investigation, which may take up to 30 days. During this period, we retain the right to withhold a refund or resend the same product until the investigation is concluded. We will keep you updated on the progress and take appropriate action based on the results.
If the above situation occurs, please contact customer service at: smalo.service@smalo-emobility.com
5. How should I handle a problematic product upon receipt?
If you find that the received product differs from your purchase, is damaged, or has defects, please contact customer service via email within 2 days of receipt. Include your order number, a description of the condition, and clear photos of the issue in the email. We will initiate an investigation and make every reasonable effort to help you resolve the problem.
If the above situation occurs, please contact customer service at: smalo.service@smalo-emobility.com
6. Unforeseen Circumstances
If unforeseen circumstances beyond our reasonable control occur, we may not be able to meet the expected delivery time. Including but not limited to the following circumstances:
- Adverse weather conditions
- Logistics issues, including transportation vehicle failures, traffic disruptions, or diversions
- Unforeseen production delays or third-party supply issues
We shall not be responsible for any delay or failure to deliver caused wholly or partially by such events. In such cases, we will arrange an alternative delivery date.
Additionally, new product launches, promotional periods, high order volumes, or restocking days may also lead to extended shipping times, which will be noted on the product page and followed up via email.
7. Besides home delivery, are there any other pickup options?
Yes, if you need a professional technician to assist with assembling the bike, we offer a pickup service at Smalo partner stores. Please follow these steps:
(1) Enter the address of the store where you’d like to pick up your order in the shipping address field of the order. (Please refer to the Showroom page for store locations.)
(2) Shipping fees and delivery times are the same as for home delivery, and you will receive an email with tracking information after the shipment is sent.
(3) Once the product arrives at the store, the store staff will contact you to schedule a pickup date (within 7 days of the product’s arrival).
(4) On the agreed day of collection, the store technician will unpack and assemble the bike when you arrive, which takes about 1 hour. Please pay the €80 assembly fee directly to the store before leaving. (The store will keep the box for 14 days and dispose of it afterward.)
8. Other provisions
Terms used in this Shipping Policy shall have the same meanings ascribed to them in the Terms of Service unless stipulated otherwise in this document.
