Shipping Policy

Thank you for shopping with FREEBOY. Below you will find information about our shipping locations, delivery times, costs, and order tracking.

1. Shipping Locations

Electric scooters are normally dispatched from our warehouse in Germany.

We deliver to selected European destinations. Shipping availability for your address will be confirmed at checkout. If your address is not supported, please contact us before placing an order.

Accessories and replacement parts may ship separately from a different warehouse or directly from the factory. Where this affects delivery times or shipping charges, we will explain the details before you purchase.

2. Order Processing and Delivery Times

For in-stock electric scooters dispatched from our German warehouse:

Stage	Estimated Time
Order processing	1–3 business days
Delivery after dispatch	3–7 business days
Total estimated delivery time	4–10 business days

Processing begins after payment has been confirmed.

Business days are Monday to Friday, excluding public holidays. Orders placed on weekends or public holidays will begin processing on the next business day.

These timeframes are estimates. Delivery may take longer during busy periods or due to severe weather, carrier disruptions, customs checks where applicable, or address-related issues.

If an item is on pre-order or has a different delivery schedule, the relevant information will be shown on the product page or communicated before purchase. If an unexpected delay affects your order, we will contact you with an update.

3. Shipping Charges

Free standard shipping is available for electric scooter orders to eligible destinations.

Any shipping charge applicable to your order will be displayed at checkout before payment. Accessories, replacement parts, and destinations outside our standard delivery area may have different shipping charges.

For parts ordered directly through customer support, any shipping charge will be quoted for your approval before payment.

4. Taxes and Import Charges

For destinations covered by our tax-inclusive delivery offer, the checkout total includes applicable taxes and import charges. You will not be asked to pay additional covered charges on delivery.

If a destination or item is outside this offer, any applicable charges and payment responsibilities will be explained before purchase.

If a courier requests an unexpected tax or customs payment for an order covered by our tax-inclusive offer, please contact us with your order number and a copy of the notice so we can check it.

5. Shipping Carriers

We use delivery providers such as DHL, UPS, FedEx, or other suitable regional carriers.

The carrier is selected according to the destination, package size, and service availability. Any delivery options available for your order will be shown at checkout.

6. Order Tracking

Once your order has been dispatched, we will send a shipping confirmation email containing your tracking number and tracking link.

Tracking information may not appear immediately because the carrier must first scan the package into its network.

If you have not received your shipping confirmation, please check your spam folder or contact us for assistance.

Orders containing multiple items may arrive in separate packages. Where separate tracking numbers are available, we will provide them.

7. Delivery Address and Order Changes

Please check that your delivery address, email address, and telephone number are correct before placing your order.

If you need to change your address, contact us as soon as possible. We will try to update it before dispatch, but changes cannot be guaranteed once the order has been handed to the carrier.

If an incorrect or incomplete address causes a failed delivery or return shipment, additional delivery charges may apply. We will explain any proposed charges before arranging another shipment.

8. Delayed or Missing Deliveries

If your order has passed its estimated delivery window or tracking appears to have stopped updating, contact us with your order number.

We will investigate with the carrier and explain the next steps. If a shipment is confirmed lost, we will arrange an appropriate replacement or refund in accordance with applicable consumer law.

If tracking shows “Delivered” but you cannot locate the package:

• Check with other members of your household.

• Check any designated delivery location.

• Check with your building reception or neighbours, where appropriate.

• Contact us so we can investigate with the carrier.

A delivery scan alone does not prevent you from reporting a missing package.

9. Shipping Damage or Incorrect Items

Please inspect your order after delivery.

If your scooter or accessories arrive damaged, incomplete, or different from what you ordered, contact us promptly and provide:

• Your order number.

• Photos of the outer packaging and shipping label.

• Photos or a short video of the affected item.

• A description of the damage or missing item.

Keep the packaging while the issue is being investigated, if possible. Do not use a scooter that appears unsafe or has damage affecting its battery, frame, brakes, or steering.

We will review the issue and arrange an appropriate solution. Reporting a problem does not depend on retaining the original packaging and does not limit your statutory rights.

10. Returns and Cancellations

For cancellation requests, return eligibility, and refund procedures, please refer to our Return & Refund Policy.

If you wish to cancel an order before dispatch, contact us as soon as possible. Once the order has shipped, it may need to be handled through the return process.

Nothing in this Shipping Policy limits your rights under applicable consumer protection laws.

11. Contact Us

For shipping questions, address changes, or delivery assistance:

Email: service@freeboyshop.com

Please include your order number so we can locate your order.