Frequently Asked Questions

Building your dream e-bike? Find answers to common questions about components, installation, shipping, and technical support—everything you need for a successful DIY conversion.

Shipping & Delivery

How fast do you ship out?

We process and ship most orders within 1-3 business days. Special products may require 7-14 days processing time.

Delivery time depends on your shipping method:

  • EU Express Delivery (EU 27 only): 2-8 days from our France factory
  • Standard Air Shipping: 8-15 business days from Hong Kong
  • Sea Freight (for battery kits): 15-45 business days from Hong Kong

Please note: Friction drives and conversion kits require a 24-hour compatibility verification before shipping.

When will I receive tracking for my order?

You'll receive tracking information via email as soon as your order ships, typically within 1-3 business days after placing your order.

Please note: Your tracking may initially show "Awaiting Pickup" or similar status until the package clears customs and enters the local delivery network. This is normal and doesn't indicate a delay.

How long will my order take to arrive?

Total delivery time = processing time + shipping time.

Processing: 1-3 business days for most items (7-14 days for special products)

Shipping time depends on your method:

  • EU Express Delivery (EU 27 only): 2-8 days
  • Standard Air Shipping: 8-15 business days
  • Sea Freight (battery kits): 15-45 business days

Total estimated delivery:

  • EU Express: 3-11 days total
  • Standard Air: 9-18 business days total
  • Sea Freight: 16-48 business days total

Note: Friction drives and conversion kits require 24-hour compatibility verification, which may add one day to processing time.

Why isn't my tracking updating?

Tracking updates may be delayed during customs clearance, especially for international shipments. If your tracking hasn't updated for several days after the initial scan, please contact us at support@diyebicycle.com.

Ordering

If something is out of stock, can I back order or special order it?

Yes! We welcome special orders and product requests. Our procurement team can source products that align with our DIYebicycle focus.

For out-of-stock items:

  • Contact us at support@diyebicycle.com with the product you need
  • We'll provide an estimated restock or procurement timeline
  • You'll be notified as soon as the item is available

For product requests: If you're looking for a product we don't currently carry, we'd love to hear from you! Products that fit our catalog may qualify for our Early Adopter Program, where you can:

  • Be the first to test new products
  • Receive significant discounts as a trial user
  • Help shape our product selection

Simply email us at support@diyebicycle.com with your product request and we'll let you know if it qualifies.

Does my credit card get charged when I place the order or when it ships out?

We use a pre-authorization payment process for all orders:

Friction drives & conversion kits:

  • Your card is pre-authorized at checkout
  • We verify compatibility within 24 hours
  • Payment is captured after compatibility confirmation
  • If incompatible, the pre-authorization is released (no charge)

All other products:

  • Your card is pre-authorized at checkout
  • Payment is captured within 24 hours
  • No compatibility verification needed

You'll receive email confirmation once payment is processed.

What is pre-authorization and why do you use it?

Pre-authorization temporarily reserves funds on your card without charging you immediately. This allows us to verify compatibility for technical products and ensure order accuracy before final payment. The charge is completed within 24 hours for standard items, or after compatibility confirmation for friction drives and conversion kits.

Customs & Tax

Do I need to pay customs fees, duties, or taxes?

EU & UK Customers: No additional fees!

We provide full customs clearance service for all 27 EU countries + United Kingdom:

✅ Price includes all taxes and duties - The price you see is the final price
✅ We handle customs fees - No additional customs fees for you
✅ We pay duties and taxes - All import duties and VAT paid by us
✅ No hidden fees - No unexpected additional charges
✅ Smooth delivery - We handle all customs procedures for fast delivery

For customers outside EU & UK: You are responsible for any applicable customs duties, taxes, and import fees in your country.

Which countries are included in the EU customs clearance service?

Our full customs clearance service covers all 27 EU countries + United Kingdom:

Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, and United Kingdom.

What does "DDP" (Delivered Duty Paid) mean?

For EU & UK customers, we ship DDP (Delivered Duty Paid), meaning all customs duties, taxes, and import fees are included in your purchase price. You won't receive any surprise bills from customs or delivery companies.