Thank you for shopping at Infinity Electric Bikes. This Shipping Policy applies to all products purchased through our website.
Domestic Shipping Policy
- Shipment processing time: All orders are processed within 5-7 business days. Orders are not shipped or delivered on weekends or holidays.
- Shipping rates & delivery estimates: Shipping charges for your order will be calculated and displayed at checkout. Delivery delays can occasionally occur.
- Shipment confirmation & Order tracking: You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s). The tracking number will be active within 24-48 hours.
- Customs, Duties, and Taxes: Infinity Electric Bikes is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).
- Once an e-bike has been handed over to the courier, Infinity E-Bikes will not be liable for any damages, losses, or delays that occur during shipping.
- If your package is delayed, lost, or damaged during transit, please contact the courier directly using the tracking information provided. The courier is responsible for resolving any issues that arise once the package is in their possession.
- In the rare event that your e-bike arrives damaged or is lost during shipping, you must file a claim directly with the courier. Infinity E-Bikes will assist you in providing any necessary documentation to support your claim but is not responsible for the outcome.
International Shipping Policy
- We currently do not ship outside the Great Britain.
Damages Infinity Electric Bikes is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipment carrier to file a claim. Please save all packaging materials and damaged goods before filing a claim.
Should there be any delays, we will promptly inform you. The warehouse will choose the most appropriate delivery method and courier for your order, as customers cannot select their own courier or delivery method.
Missing Shipments or Incomplete Deliveries
We take shipping security very seriously, and every order is dispatched with verified tracking and handover documentation. However, in rare cases, issues may occur during transit. Please review the following if your bike is missing or your package arrives incomplete:
- If Your Bike Never Arrived:
- Check the tracking status and confirm the delivery address is correct.
- Ask around—a neighbor, housemate, or building reception may have accepted the parcel.
- Contact the courier for clarification, especially if tracking shows “Delivered.”
- Notify us within 48 hours of a missed or suspicious delivery by emailing support@infinityebikes.co.uk.
We will initiate an investigation with both the manufacturer and the delivery courier.
Please note: Investigations may take time, as multiple parties are involved in the handling and transfer of your e-bike.
If both the manufacturer and courier confirm, with their respective evidence (e.g. GPS drop-off, delivery photo, handover log) that the bike was successfully delivered, you will be asked to provide concrete counter evidence supporting your claim.
This may include CCTV footage, police reports, or written witness statements.
Failure to provide adequate proof may result in the claim being closed.
Important Notice:
We treat all claims seriously. Suspicious, misleading, or dishonest claims will not be entertained and may be referred to for further action. Fraudulent activity, including false reporting, may lead to permanent account suspension and legal follow-up.
Return & Refund Policy
- Our Return Policy provides detailed information about options and procedures for returning your order.
For any further questions about our Shipping Policy, please contact us at support@infinityebikes.co.uk.