Shipping & delivery

On this page, you will find useful information on shipping and delivery.

To ensure that your MATE arrives in top condition, we have developed our own custom Bike Guard box to keep everything well protected. We also partner with reliable logistics companies to ensure that your order is transported to you with utmost care.

Delivery times (Webshop orders)

If you have recently placed an order, the expected delivery time is February 2020.

Our production lines are running at full capacity, with several batches still planned before yours. Hence, earlier delivery cannot be promised at this time.

Once bikes leave the factory, they are transported in containers on the water until they reach our shipping hubs. From there, we work with different courier partners to ensure your MATE arrives to you as quickly as possible.

In line with our global ambitions of worldwide delivery, we are constantly working to set up delivery agreements for new countries.

Delivery times (Indiegogo orders)

Shipping update October 2019

Although not with lightning speed, we are making progress on getting our MATEs out to anticipating backers all around the world. And we are proud to share that we have a shipping solution to more and more destinations outside the US and EU. This includes Norway, Switzerland, Russia, Japan, Australia, New Zealand, Mexico, Canada, Colombia, Chile and the UAE. We continue to actively work on solutions for remaining countries.

If your country does not have a solution yet don’t despair! We are still working on it!

Countries we currently deliver to

In line with our global ambitions of world wide delivery we are constantly working to set up delivery agreements for new countries.

For detailed information please see below table:

We currently deliver to all countries that are members of the European Union. We also deliver to Switzerland and Norway. For a full list please see details below:

  • Austria
  • Belgium
  • Bulgaria
  • Croatia
  • Cyprus
  • Czech Republic
  • Denmark
  • Estonia
  • Finland
  • France
  • Germany
  • Greece
  • Hungary
  • Ireland
  • Italy
  • Latvia
  • Lithuania
  • Luxembourg
  • Malta
  • Netherlands
  • Norway
  • Poland
  • Portugal
  • Romania
  • Slovakia
  • Slovenia
  • Spain
  • Switzerland
  • Sweden
  • United Kingdom

We deliver to all of North America:

  • US
  • Canada
  • Mexico

We currently deliver to:

  • Colombia
  • Chile

We currently deliver to:

  • China
  • Hong Kong
  • Indonesia
  • Japan
  • Malaysia
  • Singapore
  • Philippines
  • South Korea
  • Australia
  • New Zealand

We are still working on finalising our shipping solution to Africa.

Shipping costs and terms (webshop orders)

For our general terms and conditions please check out this page. For information specific to shipping please see additional details below.

Europe
Our prices include statutory VAT and shipping for EU countries. Prices in non-EU countries that we currently deliver to, do not include VAT. For deliveries to these non-EU countries, import charges, customs duties, and public charges may apply in the country of destination. These costs are to be borne by the Customer. MATE bike has no influence on these fees.

North America
Currently there is no duty applied in the US and Canada. For local VAT charges it is the responsibility of the customer to cover these.

In Mexico both duty and VAT apply. Similarly it is the responsibility of the customer to cover these.

Rest of the world
Rest of the world, charges apply  according to local laws and customs. Duty and VAT is likely to apply.

In addition please note for all countries:
Fees are subject to change as local laws change and for certain remote addresses couriers will ask for an additional fee to be paid and MATE reserves the right to pass on these charges to the customer.

Shipping costs and terms (Indiegogo orders)

For our general terms and conditions please check out this page. For information specific to shipping please see additional details below.

EU / US
If you have ordered your bike on Indiegogo and your order has been confirmed in our database, and you have paid your duties and VAT, there are no extra chargers unless you live in a remote location where an additional delivery fee may be levied. 

Non EU / US
If you have ordered your bike on Indiegogo and your order has been confirmed in our database, you will be sent a payment link with local duties and VAT charges to be settled before last mile delivery. 

In addition please note for all countries:
Fees are subject to change as local laws change and for certain remote addresses couriers will ask for an additional fee to be paid and MATE reserves the right to pass on these charges to the customer.

If your box/bike is damaged upon arrival

Damaged or incorrect bike

If your MATE arrives with any damaged parts – regardless if caused during shipping or from factory – we want to help you out best we can.

When you receive your delivery, please immediately check the box for 1. any external damage and 2. that the label has your correct bike listed.

If there is any noticeable damage to the box you MUST refuse to accept it so that the courier can return the bike to us for inspection and replacement.

If you signed for the bike and discovered the damages afterwards

In these cases – regardless if box is damaged or not – you need to fill in the ‘Damaged parts form’. This is critical in order to help you out so please take the time to fill it out properly and remember to add relevant documentation (photos) and comments – including if box was damaged during shipping.

If the box is damaged it’s important you also file a case with the courier and email us the case number. This is important in terms of establishing who is to pay for the damages and it will help us to ensure better deliveries going forward.

If you received the incorrect bike or parts

If your bike arrives with parts missing or incorrect parts you need to fill in this form.
If the bike itself (frame) is incorrect, i.e. is the wrong color or broken, you need to email customer service on hello@mate.bike and provide photo documentation of the issue so that we can help you out.

The shipping process step-by-step

Once your bike arrive at the port our local couriers handle the delivery from that point onwards. As we use different couriers in different countries we cannot provide a step-by-step explanation and timeline in all cases but please see example for US to get a basic understanding.

For EU there are a few additional steps due to the complexity of delivering to individual countries. The bikes need to be offloaded, labelled and re-loaded to the individual distribution hubs from where they are dispatched to the last mile courier.

I want to know where my bike is? (Indiegogo orders)

The most common question we get is:

“Where is my bike?”

We totally understand why you want to know where your MATE is at but please be patient – we are working hard to get bikes delivered as soon as possible.

Once your bike leaves the production facility they are loaded onto containers and prepared for their sea freight. At this point you will receive an email with a notification accordingly.

The general sea transportation time from our production facility to the US and EU is:

  • US: 3-4 weeks
  • EU: 5-6 weeks

 Following they will have to clear customs, get off-loaded, handled and past on for last mile delivery. You will receive a tracking number when your bike is ready for last mile delivery. 

In the period after your bike arrives to the port and until its delivered to you please note:

  • We do not and cannot expedite delivery of individual orders.
  • If you enquire Customer Service about the exact status of your bike production/delivery it’s unlikely we can respond to you quickly and only in rare cases are we able to provide detailed individual answers. The reason is that we – as stated above – cannot expedite orders as this will disrupt delivery.
  • We kindly ask that you do not contact our local courier partner. Please be patient and wait for them to send you a tracking number once your bike is ready for last mile delivery.