FAQS

1. How do I have to report a claim? What do I have to pay attention to?
You can report damage to your insured bike directly via ...claims.

You will find the necessary data on your insurance certificate.

Generally, a claim should be reported within 7 days after the damage has occurred so that the repair process can be initiated immediately. In this way, you avoid consequential damage due to the original damage.

Describe the accident and the damage as precisely as possible. This will speed up the processing and avoid queries.

In addition to the original sales receipt, we require various additional documents, depending on the type of claim, in order to be able to fully check your claim:

Property damage:

- Photos of the damage
- Repair estimate (as soon as we have agreed to accept the claim)

Theft:

- Copy of the police report
- Proof of purchase of the lock used
- Photos of the storage location
2. Will the cost of my estimate be covered?
If your insured bicycle/pedelec needs to be repaired, please obtain a repair estimate from a repair service of your choice, stating the following:

- Frame number of the bike 
- What damage was found?
- What repair needs to be carried out? (Incl. costs)
- Address of the repair service
- Date of issue

Please note that we can only reimburse the costs of such estimates that B2Bikes has been asked to obtain.
3. Is my parcel insured? 
We have taken out transport insurance for every order that leaves our logistics centre. We cover the costs - you don't have to pay anything. 

The transport insurance covers all possible damage and loss until the goods are received. 

In any case, you will receive a flawless, undamaged package with the complete contents of the order. Everything else is our concern. 

If something does get damaged, you will receive a replacement quickly and easily.
4. One article was missing! 
Please be assured that this is not our intention. 

Please check that you have not received a partial delivery before contacting us. In some cases, your order may be split into two packages. It is best to check the delivery note in the package to see if the item is listed. If not, you will certainly receive the missing part in a separate package.

If something is missing from a delivery, please contact our customer service directly and let us know if you would like the item to be reshipped or if you would prefer a refund.
5. Can I exchange an item? 
A direct exchange of a returned item is not possible. 

As soon as we have received the returned item and it has been checked, we will issue a credit note in the way you have indicated as payment method. 

Now simply reorder the item.

Here we explain how to return your order.

How do I get a return slip?
6. How long can I protect my bike?
If a factory defect is found, please contact with your sales person for more detailed information.
7. Will my bike be delivered assembled? 
All bicycles are 85 %  exclusively assembled and adjusted directly in our workshop by experienced professional assemblers.

You can find out more about our assembly procedure here: our assembly procedure.

After receiving the delivery, you usually only have to straighten the handlebars, mount the front wheel and screw on the pedals. 

We will of course provide you with the necessary tools. 

However, please check all screws and attachments for tightness before your first ride and follow the operating instructions and safety instructions of the respective manufacturer.
8. Will the cost of my estimate be covered? 
Fill out the complaint form and describe the problem in detail, following the steps below.

If your insured bicycle/pedelec needs to be repaired, please obtain a repair estimate from a repair service of your choice, stating the following:

- Frame number of the bike 
- What damage was found?
- What repair needs to be carried out? (Incl. costs)
- Address of the repair service
- Date of issue

Please note that we can only reimburse the costs of such estimates that B2Bikes has been asked to obtain.
9. Why have I received a partial delivery? 
In order to ship your order as quickly as possible, we may split your order into multiple packages. After your purchase, you will receive an order confirmation by email as usual.

As soon as the packages leave the warehouse, you will receive a separate shipping confirmation email for each package, with a tracking number/invoice for each. 

You can view your shipment tracking in your customer account in the order history section. If you do not have a customer account with us, you can view your order here.
10. Can I also order with mobile devices? 
You can place an order with your tablet or smartphone at any time. 

Simply visit our shop via the mobile internet browser of your choice. 

Our website has been optimized for mobile devices. We do not currently offer a shopping app.
11. How can I delete my customer account? 
It is not possible to delete your account completely, as we have to store some data, such as invoices, in our system for a certain period of time for data protection reasons.

If you would like to deactivate your account, please contact our customer service directly. You may also be able to state the reason for your request and we can work with you to find a solution.
12. How can I change my password? 
You can easily change your password in your customer account.

Log in as usual with your access data. 

On the left side click on "Account management" to enter your new password. Secure your entry with the "Change" button.
13. How can I reset my password? 
If you have forgotten your password, you can select the "Forgotten your password?" function under "Login" at any time. 

Enter the e-mail address with which you are registered in our shop in the field provided and press Send.

You will receive an email for password renewal, simply follow the steps given.
14. How can I view my invoice? 
In general, you will always receive the invoice attached to the shipping confirmation by e-mail to the e-mail address you provided when placing your order.

Alternatively, you can request your invoice in your customer account in the "Orders" section.

To do this, click on the button "View order".

Click on the "Request invoice" button to have the invoice sent to you again.
15. How can I get my invoice without a customer account? 
In general, you will always receive the invoice attached to the shipping confirmation by e-mail to the e-mail address you entered when placing your order.

If you have not created a customer account with us, you will need the corresponding order number (FDE......) and the e-mail address you entered when placing the order.
16. How can I change my personal data? 
To do this, log in to your account. 

Select "Account management" on the left to change your email address, phone number or date of birth. 

To change or add your current delivery or billing address, select "Addresses".
17. Can I see where my order is at the moment? 
In your shipping confirmation, you will find a tracking number that you can use to check the status of your order online at any time.

You can also track your shipment with your order number here: https://www.b2bikes.com/shipment-tracking

Alternatively, you can view the shipment tracking at any time in your customer account in the order history section. 

If you do not have an account with us, you can check the status of your order here.

Please note that the activation of a so-called tracking ID or tracking number can take up to 24 hours. It is therefore possible that we will send you a shipping confirmation and that the tracking ID will only be activated later.
18. Can I exchange an item? 
A direct exchange of a returned item is not possible. 

As soon as we have received the returned item and it has been checked, we will issue a credit note in the way you have indicated as payment method. 

Simply reorder the item now.
19. Can I still change the selected payment method? 
No, you cannot change the payment method once you have completed the order.
20. Can I cancel my order? 
Up to a certain point in time you can cancel your order directly in your customer account under Orders. Cancel your order.

If you have ordered as a guest, you can cancel the order yourself in the next few minutes under Order Status. All you need is your order number and e-mail address.

If this is no longer possible, you can refuse to accept the shipment. 

After receiving the return, the amount will be refunded if it has already been paid.
21. Can I also order by telephone? 
We are unable to accept your order over the phone. 

If you have any questions about placing an order online, making a complaint or the returns process, you are sure to find the answer in our FAQs.
22. Which goods are available? 
We only show items in our shop that you can actually order.

If an item is available in different versions, e.g. different sizes or colors, it may happen that certain versions are no longer available.
23. How can I delete my customer account? 
It is not possible to delete your account completely, as we have to store some data, such as invoices, in our system for a certain period of time for data protection reasons.

If you would like to deactivate your account, please contact our customer service directly. You may also be able to state the reason for your request and we can work with you to find a solution.
24. Which payment methods are available to me? 
We offer a variety of payment methods in our shop (e.g. direct debit or prepayment).

You can find an up-to-date overview of the payment methods currently offered under.
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From 1 to 100+

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Flexible delivery

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Personal account

Manage all your data, orders, shipping, claims and invoices in one place.

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