Fraktpolicy

1. Delivery Area and Fulfilment Warehouses

We ship orders from our warehouses in Germany and the Netherlands. Available delivery countries and regions are based on the shipping options displayed at checkout.

We do not deliver to remote islands, overseas territories or other unsupported regions. We also do not deliver to:

• Standard or rural P.O. boxes;
• Parcel lockers or unattended pickup lockers;
• Freight forwarders, reshipping companies or third-party consolidation warehouses;
• Any other address to which the carrier cannot safely deliver.

Please provide the recipient's complete and accurate name, street address, postal code, city, country and telephone number when placing your order.

Orders are automatically assigned to our German or Dutch warehouse based on the delivery address, stock availability, product type and logistics efficiency. Customers cannot normally select a fulfilment warehouse.

Products from the same order may be shipped separately. If this happens, separate tracking information will be provided and no additional standard shipping charges will apply.

2. Order Processing Time

Unless otherwise stated on the product page, orders are normally processed and dispatched within 1-2 business days after payment confirmation. This excludes pre-order products.

Business days do not include weekends or public holidays observed at our warehouses in Germany and the Netherlands. Orders placed after 5:00 PM local time, at weekends or on public holidays will begin processing on the next business day.

Processing may take longer during promotional events, public holidays, stocktaking periods or periods of high order volume.

3. Shipping Methods and Estimated Delivery Time

Due to product characteristics and transport safety requirements, some orders may only be shipped by ground transportation.

Once dispatched, orders are normally delivered within 2-8 business days. Actual delivery times may vary depending on the destination, fulfilment warehouse, carrier arrangements, weather conditions and public holidays.

We select the carrier based on the delivery address and order requirements. Carriers may include DPD, DHL, GLS, PostNL or another local logistics partner.

Delivery times displayed on our website are estimates only and are not guaranteed. Delivery may also be affected by natural disasters, strikes, transport disruption, customs inspections, public health emergencies, government restrictions or other circumstances beyond our reasonable control.

4. Shipping Costs

We provide free standard shipping for all physical product orders within our supported delivery area. No minimum order value is required.

Free shipping is only available where a delivery option is displayed at checkout. If an optional paid delivery service is available and selected, the applicable charge will be displayed before the order is submitted.

5. Order Tracking

Once your order has been dispatched, we will send a shipping confirmation email containing the carrier's name, tracking number, tracking link and details of the dispatched products.

Tracking information may take up to 72 hours to appear in the carrier's system. If it is still unavailable after 72 hours, please contact our customer service team.

6. Address Changes and Order Cancellations

If you need to change your delivery address or cancel your order, please contact us as soon as possible at support@naveescooter.com.

• Order not yet dispatched: We will make reasonable efforts to change the address or cancel the order, but we cannot guarantee that the request can be completed.
• Order already dispatched: The delivery address normally cannot be changed, and the parcel cannot usually be intercepted or cancelled.
• Order not dispatched within 7 business days: You may contact us to check the order status or request a cancellation.
• Pre-order or customised products: The applicable processing and cancellation conditions will be stated on the relevant product page.

Any statutory right of withdrawal or return remains unaffected by this policy. Please refer to our Return and Refund Policy for further information.

7. Failed Delivery and Returned Parcels

A parcel may be returned to our warehouse if the delivery address is incomplete or incorrect, the recipient cannot be contacted, delivery attempts are unsuccessful, the parcel is not collected within the specified period, or the customer refuses delivery without a valid reason.

Please contact us before refusing delivery. Where permitted by applicable law, the customer may be responsible for the actual return or redelivery costs resulting from these circumstances.

Once the parcel has been returned and inspected, we will arrange redelivery or issue a refund in accordance with our Return and Refund Policy. Any applicable costs may be deducted from the refund where permitted by law.

8. Lost, Delayed or Damaged Parcels

Please contact us promptly if tracking has not been updated for an extended period, the parcel is marked as delivered but has not been received, or the parcel has been visibly damaged during transport.

Please provide:

• Your order number;
• The tracking number;
• A description of the issue;
• Photographs of the outer packaging and product, where applicable.

If the outer packaging is seriously damaged, please note the damage with the carrier when accepting the parcel whenever possible. Retain the packaging, shipping labels and any other relevant evidence. We will assist with the carrier enquiry or claim.

9. Taxes and Import Charges

Orders shipped from our German or Dutch warehouse to addresses within the European Union will not normally be subject to import duties.

For deliveries outside the European Union, the destination country may impose customs duties, import VAT or customs clearance fees. Any applicable charges and payment responsibilities will be displayed at checkout or stated in the applicable terms.

10. Contact Us

If you have any questions about the delivery of your order, please contact us:

Customer service email: support@naveescooter.com

Customer service hours: 9:00–17:00