Shipping Policy 2026

Shipping & Delivery Policy

At isinwheel, we value every customer and are committed to providing a fast and reliable delivery experience. We will do our best to speed up order processing and ensure that your package arrives as quickly as possible. Thank you for your patience and understanding.

Shipping Area

We currently provide shipping within Europe, including the following countries: Netherlands, Italy, Austria, Belgium, Ireland, and Denmark.

Customers outside the above countries who wish to place an order should contact our customer service team before purchasing.

Most isinwheel products are shipped from our EU warehouses.

Some accessories may be shipped from different EU warehouses. Therefore, if you order an electric scooter together with accessories, your items may arrive in separate shipments. Examples include:

  • Helmets

  • Seats

  • Other accessories

Due to system limitations, our email system may only send one tracking number for the main package. If you need tracking information for other separately shipped packages, please contact our customer service team.

Shipping Fees

We offer free shipping for all orders within the EU.

All product prices include VAT, and customers do not need to pay additional shipping fees or taxes.

(Exceptions may apply for overweight items or deliveries to remote areas.)

Delivery Time

Please refer to the following information regarding order processing and delivery times:

Product Type Carrier Processing Time Shipping Time Estimated Total Delivery Time
Electric Scooters / E-Bikes DHL / FEDEX / DPD / GLS Within 24 hours 2–4 business days 3–5 business days
Accessories DHL / DPD / 4PX / YunExpress 1–3 business days 2–7 business days 3–10 business days

Order Cancellation

If we are unable to process and ship your order within 7 business days, customers may request to cancel the order.

If the item has not yet been shipped, customers may also request a cancellation. If logistics processing costs have already been incurred, a small logistics fee may be charged.

Once the item has been shipped, the order cannot be canceled directly.

If a customer refuses to accept the package upon delivery, we may charge up to 10% of the order amount to cover logistics handling and return shipping costs.

Order Tracking

After placing an order, you will receive an order confirmation email.

Under normal circumstances, we will arrange shipment within 24 hours.

Once the order has been shipped, you will receive a shipping confirmation email containing:

  • Order number

  • Shipping carrier information

  • Shipping date

  • Order status

  • Tracking number

You can track the real-time status of your package on the official website of the shipping carrier.

Shipping Insurance

Customers may choose to purchase shipping insurance at checkout.

For orders with shipping insurance:

If the package is lost during transit, we will reship the item or provide a full refund.
If the package is damaged during transit, we may provide:

  • Replacement parts

  • Repair support

  • Or a partial refund depending on the situation

(Please note: if the logistics tracking shows the package as successfully delivered, it will not be considered lost during transit.)

For orders without shipping insurance, we will still assist customers in resolving shipping issues and communicate with the shipping carrier when necessary.

Package Delivery & Signature

If you are not available at the delivery address and a neighbor cannot sign for the package, the courier will usually:

  • Contact you to arrange a new delivery time, or

  • Leave a notification card with instructions on how to arrange redelivery or collect the package from a nearby depot.

If the courier attempts delivery three times unsuccessfully, the package may be returned to the isinwheel warehouse.

All orders are shipped using our selected courier partners. We may change the shipping carrier without prior notice, but the service standard will remain the same.

Packages may be signed for by:

  • The recipient

  • A household member

  • A neighbor

Taxes & Duties

In rare cases, orders may be subject to customs duties or import charges imposed by local authorities. If this occurs, customers may need to pay these fees in advance.

After payment, please send the customs invoice to our customer service email support@isinwheel.eu to request reimbursement of the customs fees.

For more information about import duties and taxes, please contact your local customs authority.

Friendly Reminder

Delivery times may be affected during public holidays due to limited operations of warehouses and shipping carriers. Normal service will resume after the holidays.

Some shipping carriers may not update tracking information on weekends. Please check again during working days.

If a customer provides an incorrect shipping address, the package may fail to be delivered. Customers are responsible for ensuring that all shipping information is correct at the time of ordering.

If you realize that the delivery information is incorrect after placing your order, please contact our customer service team as soon as possible with your order number so we can assist you.

If the items in your package are damaged during transportation, please send photos or videos within 48 hours for verification.

If only the outer packaging is slightly damaged but the product itself is intact, or if the product has minor scratches that do not affect its use, we may offer appropriate compensation or replacement parts.

If you have any questions, please contact us at:

support@isinwheel.eu