Frequently Asked Questions (FAQ)

Welcome to our FAQ page. Here you will find answers to the most frequently asked questions about our company, our products, orders, shipping, warranty, and more.

Shipping & Delivery

Here you will find frequently asked questions about shipping, returns, and exchanges.

Question 1: Are there any customs duties or additional taxes?

Answer: No. All prices on the website include statutory VAT. Since shipping is from Germany (EU), no additional customs duties or import taxes apply.

Question 2: From which warehouse is the shipment sent?

Answer: Our products are shipped directly from our warehouse in Germany – for fast delivery within the EU.

Question 3: Which countries do you deliver to – and how long does the delivery take?

Answer: We primarily deliver to EU countries.

  • Zone 1 (e.g., DE, AT, FR, NL, BE, IT, PL, and others): 2–8 business days
  • Zone 2 (ES, PT, FI, IE, HR): 3–8 business days
  • You can find the current list on our page “Shipping & Delivery“.
Question 4: How much are the shipping costs?

Answer: We offer free shipping for all e-bikes and accessories to the listed EU countries.

Question 5: How is the delivery time composed?

Answer:

Processing time and shipping time:

  • Processing time: 1–2 business days (Mon–Fri)
  • Shipping time: 2–6 business days (depending on destination)
  • Total: usually 2–8 business days after order receipt.

Business days = Monday to Friday, excluding holidays.

Question 6: What happens if the tracking is not updated for a long time or the package gets lost?

Answer: If the tracking information does not update for more than 3 days, we kindly ask for a little patience. If the package has not arrived 3 weeks after shipping, it is considered lost. In this case, we offer a free replacement delivery or a full refund.

Question 7: Which regions are excluded from shipping?

Answer: Due to logistical restrictions (hazardous goods & bulky goods), we cannot deliver to certain areas – including specific islands/special areas as well as Malta and Cyprus and overseas territories (e.g., Canary Islands, Ceuta, Melilla, French overseas territories).

Question 8: Do you deliver to parcel lockers or PO boxes?

Answer: No, we do not deliver to parcel stations or PO boxes. Please use a complete delivery address where acceptance is possible.

Question 9: Which regions are excluded from shipping (islands/ZIP codes)?

Answer: Due to logistical restrictions, some islands/special areas and certain postal codes may be excluded from shipping (e.g., some island regions in Germany and Denmark).

Details (including postal code lists) can be found here:

Question 10: Do you deliver to parcel lockers or PO boxes?

Answer: No, we do not deliver to parcel lockers or PO boxes. Please provide a complete delivery address where acceptance is possible.

Order

Here you will find frequently asked questions about orders.

Question 1: How long does it take to process my order?

Answer: Orders are usually processed within 1–2 business days (Mon–Fri) (excluding holidays). As soon as the package leaves our warehouse, you will receive a shipping confirmation.

Question 2: Can I change or cancel my order afterwards?

Answer: Changes or cancellations are only possible as long as the order has not yet been shipped. Please contact us as soon as possible so that we can check whether an adjustment is still possible.

Question 3: Can I still change my delivery address after placing the order?

Answer: Yes – but only before shipping. After handing over to the logistics partner, an address change is no longer possible. Please contact us immediately.

Question 4: I have not received an order confirmation – what can I do?

Answer: Please check your spam/junk folder first. If you cannot find an email, contact us with your name and the email address used at checkout – we will assist you immediately.

Question 5: When will I receive the tracking number?

Answer: The tracking number will be sent by email as soon as the goods leave our warehouse. Please note: The update with the shipping provider can take up to 24 hours (1 business day).

Question 6: What should I do if my package arrives damaged?

Answer: Please document the damage immediately (photos/video, packaging including label). If possible, refuse acceptance or have the damage noted by the delivery person. Then contact us within 3 days.

S10 – Product Questions

Here you will find frequently asked questions about our products.

More product details:

Question 1: Is the S10 legally usable in Germany as a pedelec (25 km/h)?

Answer: Yes. The S10 is designed as a pedelec and supports up to 25 km/h – ideal for city traffic.

Question 2: Does the S10 have a "purely electric" mode (without pedaling)?

Answer: The S10 uses pedal assist (PAS 1–3) for EU-compliant everyday use. Additionally, there is a walk assist for accompanying/pushing (e.g., ramps, pedestrian bridges).

Question 3: What is the motor power of the S10 – and how well does it handle inclines?

Answer: A 250W motor is installed; inclines up to 15° are easily manageable in everyday use (depending on weight & assistance level).

Question 4: How large is the battery (Wh) – and is it removable?

Answer: Battery: 48V / 10.4Ah (499.2 Wh). The battery is removable and secured with a lock.

Question 5: What is the real range in everyday use?

Answer: Up to 100 km – depending on the level of assistance, weight, inclines, wind, temperature, tire pressure, and riding style.

Question 6: What brakes are installed?

Answer: Mechanical disc brakes front & rear for controlled braking in everyday city use.

Question 7: How is the lighting implemented (front/rear light)?

Answer: LED front headlight + rear light with reflector – for better visibility at dusk and night.

Question 8: What support levels and display does the S10 have?

Answer: LCD display (speed, kilometers, battery level, etc.) and PAS 1–3 (3 support levels).

Question 9: How much am I allowed to load (rider + luggage)?

Answer: Max. load capacity: 120 kg (including rider + luggage).

Question 10: What tire size does the S10 have?

Answer: 26 inches (ETRTO: 50-559) – comfortable for city and longer tours.

Question 11: Can the S10 really handle steep climbs in the city (up to 15°)?

Yes. The S10 is designed for urban inclines of up to approximately 15° – ideal for bridges, ramps, and hilly routes in everyday use. Depending on the level of assistance, rider weight, tire pressure, and terrain, performance may vary. For particularly steep or longer climbs, we recommend a higher assistance level and consistent pedaling.

Question 12: What does a "15° incline angle" mean in practice – and is the S10 legal in Germany?

The value 15° describes the incline that the bike can handle well under normal conditions. The S10 is designed as a pedelec: assistance is provided while pedaling and is (depending on the model) limited to 25 km/h – suitable for everyday city traffic. For very steep sections or maneuvering, the push assist (Walk Assist) can additionally help when pushing.

C10 – Product Questions

Here you will find frequently asked questions about our products.

More product details:

Question 1: Is the C10 compliant for use as a pedelec (25 km/h) in Germany?

Answer: Yes. The C10 is designed as a pedelec and supports speeds up to 25 km/h.

Question 2: Does the C10 have a "pure electric" mode (without pedaling)?

Answer: The C10 operates with pedal assist (3 levels) for legal everyday use. If available, a push assist/walk assist is indicated separately (no "throttle" promise).

Question 3: How powerful is the motor – and how much torque does the C10 have?

Answer: 250W motor, max. torque 37 Nm; inclines up to 15° are possible (depending on conditions).

Question 4: What is the battery capacity (Wh) and is it removable/lockable?

Answer: 36V / 9.6Ah (345.6 Wh), removable & lockable.

Question 5: How long does charging take?

Answer: Typically 4–5 hours (depending on charge level/environment).

Question 6: What is the range – without the "purely electric" misunderstanding?

Answer: up to 100 km (depending on assistance level & conditions). Factors: weight, inclines, headwind, temperature, tire pressure, riding style.

Question 7: How compact is the C10 when folded – and is it suitable for public transport?

Answer: Folded dimensions 815 × 400 × 690 mm. "Suitable for bus & train" – Carrying depends on the local transport association.

Question 8: How heavy is the C10 (for stairs/trunk)?

Answer: Net weight 18.6 kg; shipping weight 25.8 kg (including packaging, accessories, free extras).

Question 9: What brakes and weather protection are installed?

Answer: Hydraulic disc brakes (front/rear) and IP54 splash water protection.

Question 10: What height is the C10 suitable for – and what is the maximum load capacity?

Answer: Recommended height 150–190 cm; max. load capacity 100 kg (including rider + luggage).

Question 11: Can the C10 folding bike also handle inclines up to 15°?

Yes. Despite its folding design, the C10 supports you on inclines of up to approximately 15° – perfect for city bridges, underpasses, and commuting routes. How strong the assistance feels depends, among other things, on the load, tire pressure, road surface, and level of assistance. For the best performance, we recommend actively pedaling along.

Question 12: Is the C10 practical for everyday use on long ramps or at train/subway entrances?

Absolutely. Especially in everyday life, the C10 shows its strengths: it is easy to transport after folding, and the push assist (Walk Assist) helps when pushing on ramps or steep inclines. This way, you can continue comfortably even in difficult spots – without having to lift the bike.

C20 – Product Questions

Here you will find frequently asked questions about our products.

More product details:

Question 1: How long does it take to fully charge the battery?

A full charge usually takes 6–8 hours.

The charging time may vary slightly depending on the battery level and ambient temperature.

Question 2: Can the C20 be transported in a car?

Yes. The C20 features a foldable frame that can be folded up in just a few simple steps.

This allows the bike to be transported space-saving in the trunk or stored in an apartment, basement, or office.

Question 3: Can I also ride the C20 in the rain?

The C20 is designed for use in changing weather conditions.

However, we recommend riding carefully in heavy rain and drying the bike after the ride to ensure a long lifespan of the components.

Question 4: For which height is the C20 suitable?

The C20 is suitable for riders with a height of approximately 150–190 cm.

Thanks to the adjustable handlebar height and saddle position, the bike can be individually adapted to different body sizes.

Question 5: On which surfaces can the C20 be ridden?

The 20 × 3.0 inch wide tires provide good traction and stability on various surfaces.

In addition to asphalt, they are also suitable for gravel paths, park trails, or slightly uneven terrain.