FAQ | eBike Center South – ebike-center-sued

We do not offer non-binding reservations for accessories or bicycles, as our online shop operates with real-time inventory.

If you want to secure an item, you can order it regularly and select the "Local Pickup" option at checkout. Your order will then be prepared for you and will be ready for collection in our store.

On each product page, you'll find the estimated delivery date or a note about the next available batch. This information is based on data from the respective manufacturers and is updated regularly.

If an item is currently unavailable, an input field for your email address is directly accessible on the product page. If you sign up there, you will be automatically notified as soon as the item is back in stock and can be ordered.

Especially new eBike model years or particularly popular models are often already sold out before they even arrive at our store. With a pre-order, you secure one of the next available bikes early and receive it as soon as the next delivery arrives.

As long as your order has not yet been packed or handed over to the forwarding agent, it can usually be cancelled without any problems. For bicycles and eBikes, this depends on the current processing status. We will check this transparently on a case-by-case basis and get back to you quickly.

Yes. Changes to the model, frame size, accessories, or delivery address are possible as long as your order has not yet entered the shipping process. The sooner you contact us, the easier it will be to implement your change request.

Please check your spam or junk folder first. If you don't find an email there, please contact us with your name and the email address used for the order. We will immediately check whether your order has been received correctly.

If you placed your order as a guest and only created your customer account afterward, the order cannot be automatically assigned. However, you can still view the current order status at any time using the link in your order confirmation.

If you encounter difficulties during the ordering process, simple measures such as refreshing your browser, clearing cookies and cache, or switching to a different device often help.

If the problem persists, we will of course be happy to assist you personally with your order via email or phone.

Yes, company orders are possible at any time. Simply enter your company details, including your VAT ID, at checkout or request an individual offer from us in advance.

We are happy to prepare formal offers for private customers, business customers (including those within the EU), and for company bike leasing inquiries. Simply use our contact form and let us know which products you would like an offer for.

Bicycles and eBikes are generally delivered with the standard equipment provided by the manufacturer. However, we are happy to implement individual adjustments for you, such as different tires, an alternative saddle, a different stem, or the installation of accessories, upon consultation.

We accept the following payment methods:

Credit & Debit Cards (Visa, Mastercard, Amex, Maestro)
PayPal (usable even without an account)
Klarna (instant bank transfer, invoice, direct debit)
Apple Pay & Google Pay
Express Checkout via Shop Pay
Targobank 0% financing
Company bike leasing through all common providers

Invoice purchase is possible via Klarna or PayPal if the service providers offer it to you.

If you cancel before shipping, the refund is usually issued immediately. After a return, we will refund the amount within a few business days once the goods have been received and checked by us. The refund will always be made using the original payment method.

You can purchase digital vouchers directly from our online shop. They will be sent to you immediately via email and can be redeemed both online and in our store in Blumberg. Additionally, we also offer physical vouchers on site.

In your shopping cart or at checkout, you will find an input field where you can enter your voucher code. The voucher value will then be automatically deducted from the order total.

Possible reasons include an expired code, unfulfilled conditions such as a minimum order value, a restriction to certain items, or a typo. If you are unsure, please contact us - we will help you quickly and easily.

Reduced prices generally do not apply to company bike leasing. We will adjust the final leasing price after you place your order, and it will then appear in your leasing offer. The RRP will, of course, not be exceeded.

After you place your order, we will contact you personally, explain the next steps, and create an individual leasing offer for your desired eBike.

We work with a variety of leasing providers, including JobRad, Eurorad, Bikeleasing, BusinessBike, mein-Dienstrad, Lease a Bike, Deutsche Dienstrad, Company Bike, Eleasa, RadimDienst, and Katzenmaier.

You order your desired bike in the online shop and select "Company Bike Leasing" as the payment method. We then create the process in your employer's leasing portal. After your confirmation and approval by your employer, we prepare the bike and ship it or make it available for pickup in the store.

Whether multiple company bikes are possible depends on your employer's individual policies. Factors such as the number of bikes, budget, or subsidies can vary from company to company. Please contact the responsible person or department at your employer for further information.

No. Once approved by your employer, the lease agreement is binding. Of course, the statutory regulations for guarantee and warranty in case of technical defects still apply.

Accessories are usually shipped via DPD. Within Germany, the usual delivery time according to the shipping service provider is approximately 1-3 business days. Please note that in exceptional cases, such as during periods of high demand, slight delays may occur.

Bicycles and eBikes are shipped by Dachser freight forwarding. After handover to the freight forwarder, the delivery time is usually 2-5 working days. The freight forwarder will contact you directly to arrange a preferred delivery date and time slot, so you can plan the delivery well.

For pre-orders, the delivery date is based on the information provided by the respective manufacturer. Since delays can occasionally occur, we will, of course, inform you as soon as we receive new or updated delivery information. All delivery dates are non-binding.

We reliably ship accessory items with DPD, while batteries are also shipped via DPD as dangerous goods due to legal requirements. Bicycles and eBikes are transported by Dachser freight forwarders to ensure safe and proper delivery. All detailed shipping costs and shipping zones for Germany and other EU countries can always be found transparently on our shipping page.

Before your eBike leaves our premises, it undergoes careful preparation. This includes a technical inspection, software updates (if necessary), and pre-assembly to ensure your bike can be shipped safely and with minimal risk of damage during transport. Afterward, the eBike is packed in a specially designed bicycle box and collected by the forwarding agent.

Once the handover is complete, you will receive an email from us with all relevant delivery information. This includes a tracking number for shipment tracking and important delivery instructions.

The forwarding agent will also contact you by email to inform you of the planned delivery date. If this date does not suit you, you can arrange it directly with the forwarding agent and postpone it if necessary.

Please take a moment during delivery to visually inspect the shipping box. Should you notice any damage, inform the driver immediately and ask them to note it on the delivery receipt. We also recommend taking photos for documentation.

After unpacking, your eBike will be largely assembled. Typically, you will only need to align the handlebars, adjust the saddle height, and attach the pedals. We will send you detailed assembly instructions by email in advance, so you can get your bike ready to ride safely and stress-free.

After shipping, it may take up to 24 hours for tracking to become active and for initial status updates to appear. This is normal and no cause for concern.

Should your delivery be delayed, please first check the current status in the tracking. If no update has occurred there for several days, please feel free to contact us - we will clarify the situation with the shipping service provider.

In some cases, a shipment will be delivered to a neighbor, a parcel shop, or a agreed-upon drop-off location. All information regarding this can be found in the tracking. Should the parcel be returned to us, we will contact you automatically to discuss the next steps.

You have a 14-day return period with us. Within this period, you can return items to us, provided they are unused and complete.

We will provide you with a free return label if the value of the returned items exceeds €50 and the delivery was made within Germany. Unfortunately, we cannot offer a free return label for freight forwarding goods such as bicycles, bulky goods, or hazardous materials (e.g., batteries).

Please ensure that the goods are returned to us complete, unused, and well-packaged so that they arrive undamaged.

For all products purchased from us, the statutory warranty of 24 months from the date of delivery applies.

Excluded from the warranty are typical wear parts, as well as damages resulting from improper use, lack of maintenance, or self-performed repairs without prior consultation.

To help us process your complaint quickly, please send us your order number, clear images or videos of the problem, the serial or frame number (if available), and a brief, clear description of the defect.

We will carefully review your request and get back to you with the next steps.

Should you discover upon delivery that the package is damaged, please inform the delivery person immediately and have the damage documented on the delivery note. In addition, we ask you to take photos and contact us immediately so that we can react quickly.

Replacement key for your eBike

If you need a replacement key for your eBike, this is usually not a problem. With the enclosed key card, we can order a new key for you from the manufacturer. Simply contact our customer service.

Trading in your old e-bike is straightforward and takes just a few steps. First, fill out our form with the most important data. Afterwards, you will receive a personalized purchase offer from us.

If you then bring your old bike to us, the agreed purchase price will be directly offset against the purchase price of your new e-bike.

Please note that trade-ins are only possible in conjunction with a new purchase. Cash payouts are not made. The purchase price depends on the condition, age, and current market value. Additionally, we require the original purchase receipt and the battery key.

The right frame size is crucial for riding comfort, safety, and enjoyment. We are happy to help you with the selection, taking into account your height, inseam length, intended use, and the specific geometry of the bicycle. If you are unsure, we will advise you personally.

The frame number is often stamped on the bottom bracket. However, depending on the manufacturer, it can also be located on the seat tube, down tube, top tube, head tube, or seat stay. The frame number is particularly important for complaints or insurance claims.

What types of valves are there?

Three types of valves are common in the bicycle sector: Schrader valve (AV), Woods valve (DV), and Presta valve (SV). The easiest way is to choose the valve type that is already installed on your bike.

What tire size do I need?

The diameter (e.g., 27.5 or 29 inches) and the tire width are crucial for the correct tire size. You can find this information directly on the tire.

What inner tube size fits?

Bicycle inner tubes generally cover a specific size range. It is important that the diameter and width of the inner tube match your tire. Sizes are given either in inches or according to the ETRTO standard.

Brake pads must precisely match the installed brake system, as there are significant differences depending on the manufacturer and model.

Pedals are available as classic platform pedals or clipless pedals for sporty riding.

The chain depends on the number of sprockets on the rear wheel, for example, 9-speed or 12-speed.

Stems differ as Ahead, Direct-Mount, and quill stems, depending on the fork and handlebars.

Grips vary depending on the application, for example, ergonomic for touring or sporty for MTB and eMTB.

If you are unsure, a photo often helps – we are happy to advise you.

Regular maintenance significantly extends the lifespan of your eBike. This includes cleaning and lubricating the chain, checking tire pressure, and inspecting the brake pads. Please avoid high-pressure cleaners and store your eBike in a dry and protected place if possible.

Battery Care

An eBike battery performs best when it is not stored permanently fully charged or fully discharged. A charge level between 20 and 80% is ideal. In winter, we recommend storing it at approximately 10–20 °C. Only use the original charger to avoid damage.

Software & Updates

We recommend one to two diagnoses per year, especially for systems such as Bosch eBike System, Shimano STEPS, TQ, or Avinox, to keep software up to date and detect potential errors early.

You can pick up both accessories and bikes for free at our store. We will notify you by email as soon as your order is ready.

Reservations are usually held for 7 days from when they are made available. If you need more time, please contact us.

We deliver to customers from Switzerland in various ways - depending on the type of product.

Accessories can be conveniently ordered via MeinEinkauf.ch. This service handles customs clearance and forwarding to Switzerland, so you can shop with us without additional effort.

Upon request, we also deliver bicycles and e-bikes directly to Switzerland via a shipping company. Since shipping method, costs, and process may vary depending on the region, we will coordinate the shipping with you individually.

Yes. If the goods are properly exported to Switzerland, a refund of the German VAT is possible.

The processing takes place in accordance with the respective applicable legal export and customs regulations and requires a correctly confirmed export certificate or stamped original invoice.

VAT will be refunded for:

Bicycles and eBikes
Accessories fitted directly when purchasing the bicycle
Clothing, helmets and bags

These items are considered refundable upon proper export.

Yes. Accessories that are fitted directly when purchasing a bicycle and that are exported together with the bike are considered part of the bicycle. In this case, they are fully included in the VAT refund.

Bicycle parts and spare parts, i.e., individual components that are not part of a bicycle purchase as assembled accessories (e.g., batteries, cassettes, chains, brakes, shifting components, etc.), are non-refundable.