If you have any concerns about your order, feel free to contact us at support@sugainebike.com.
Note: Remote areas and islands are not within the delivery range.
ORDER CONFIRMATION
After placing your order, you will receive a confirmation email detailing the ordered items and your shipping information. Please double-check these (country, street number, company name, unit…), and contact us promptly in case of mistake. If you didn't receive the confirmation email within 24 hours, please check your spam folder before contacting us.
ORDER CUT-OFF TIME
To ensure timely processing and dispatch, please place your order before 5:00 PM (GMT+1, Central European Standard Time – Berlin). Orders placed after this time will be processed on the next business day.
SHIPPING FROM
Poland Local warehouses
Warehouse address: 05-552 Wolka Kosowska Stefanowo, UL.Urocza 8
SHIPPING & DELIVERY
We currently ship to Germany and France.
Express delivery areas: Germany, France
Shipping logistics providers: FedEx, UPS
Warehouse location: Poland
Warehouse address: 05-552 Wolka Kosowska Stefanowo, UL.Urocza 8
All orders are shipped from our Poland warehouse (except for certain accessories) based on your location. We offer free shipping on all eligible orders.
After placing your order, tracking information will be available within approximately 2 business days via the following link:
https://sugainebike.com/apps/parcelpanel
Estimated delivery time is 4–9 business days in total, which includes processing and shipping time. You'll receive a notification email with a tracking number once your order has shipped out.
| COUNTRY | PROCESSING TIME | SHIPPING TIME | SHIPPING COST |
|---|---|---|---|
| Germany | 1–2 business days | 3–7 business days | Free Shipping |
| France | 1–2 business days | 3–7 business days | Free Shipping |
Note: The estimated shipping time is based on our experience and does not include processing time.
- Processing Time: For "In Stock" products, it typically takes 1–2 business days to prepare for shipping after the order is placed. Tracking updates may take additional time.
-
Total Delivery Time = Processing Time + Shipping Time(depending on your location)
TRACK YOUR ORDER
When your order is shipped out, we will send a tracking email to the address provided at checkout. You can track your parcel here: https://sugainebike.com/apps/parcelpanel, If you don’t receive it, or have questions, please contact support@sugainebike.com.
Once your parcel arrives in your country, local postal services take over. Use the same tracking number to follow it via their website. If a delivery fails, please contact your local post office first.
If you have any trouble tracking your parcel, email us. Tracking is active for 60 days—we may be unable to assist if contacted beyond that period.
DELIVERY TIME EXCEEDED
Delivery may be delayed by customs, severe weather, strikes, etc. If so, please contact us within 24 hours of placing your order at support@sugainebike.com. We’ll follow up with the carrier promptly.
CHANGE MY SHIPPING ADDRESS
If your order is shipping to an incorrect address, please email us within 12 hours of placing the order at support@sugainebike.com.
Note: Once the order has been shipped, we may not be able to change the delivery address.
MISSING ITEMS
If your order is stuck at customs, lost, or returned, please contact us to request a refund or replacement at support@sugainebike.com.
PLEASE NOTE
- In case of force majeure (e.g., natural disasters, strikes), processing may be delayed. We will resume as soon as conditions allow.
- Your order will be sent to the shipping address entered at checkout. Packages returned due to incorrect addresses will be reshipped at your expense.
- Return shipping costs must be covered by you unless the item has a quality issue.
We comply with the General Data Protection Regulation (GDPR) to protect your personal data. For details, please refer to our Privacy Policy.
CONTACT INFORMATION
Email: support@sugainebike.com
Call Us At: +86 19925176742
Company Address: B202, Building F, Zhonghao Jinyucheng Industrial Park, Xiangjiaotang Community, Bantian Street, Longgang District, Shenzhen
Company Name: Shenzhen Siyou Time and Space Technology Co., Ltd.
Phone Service Hours: Monday – Friday: 09:00 – 17:00
