Insights into our current situation
Where is my order?
Due to the strong increase in demand for bicycles and bicycle parts, we are currently unable to fully meet our normal delivery times. Additional employees in logistics help us to keep the backlog as small as possible. Nevertheless, we ask for a little more patience until you receive your shipping confirmation with a tracking number. Currently you have to expect a delay of at least 7 working days.
Our colleagues will do their best to send your order as soon as possible.
Due to the enormous volume of our shipping service providers DHL and FedEx, the usual shipping times are currently extended. You can find information from our partners about the current situation at: https://www.dhl.de/en/privatkunden/kampagnenseiten/coronavirus.html and https://www.fedex.com/en-de/coronavirus.html. Especially bulky goods (bikes and wheel sets) are affected by the delays.
Please contact us only if your order is at least 7 working days without a scan of the shipping partner! The tracking of the shipments is currently not always reliable and often delayed. Especially in urban areas there are longer delivery times.
As not only we have to deal with an increased volume and at the same time with restrictions, the delivery times of our suppliers are also longer. All articles not in stock will be ordered for you in the proven way. Delays can also occur here.
Why can't I reach anyone in customer service at Bike-Mailorder?
The increased order volume is accompanied by an increased volume in our customer service. Since we work partly from the home office, we can currently offer a limited telephone service. Here, too, our colleagues are working under high pressure to keep the waiting time as short as possible.
The large number of e-mails cannot be processed at our usual speed. Please do not send multiple messages via different channels (Facebook, Instagram etc.)! This will prolong the waiting time for everyone, as a request may be processed several times. We do not forget anybody and process our inbox chronologically. Currently, a delay of a reply of at least 10 working days is to be expected.
What about my return?
The extended delivery times also affect your returns. We also have an increased volume here, which we are processing with additional personnel. Please understand that the processing may take a little longer than usual. The receipt from our shipping partners, which is handed out with your return, contains a tracking number with which you can track the status of the return.
We give our best!