Your order has not yet been shipped or has been split into multiple packages:
Generally, our SUSHI BIKES and separately ordered accessories are shipped in multiple packages and with different shipping providers. Accordingly, it may happen that an item from your order has not yet been shipped or will arrive in a separate package. Please check the status of your order in your customer account to see if the item is still on its way. Here is a help article that will assist you: ‘Where is my order and when will it be delivered?’
Your order is affected by delivery delays:
In some cases, delivery delays may occur. Please check whether you have received a newsletter or email from us with information about the delay. There you will find all the relevant information about when you can expect delivery of the missing item.
Your order could not be delivered and is on its way back to our warehouse:
Sometimes it can happen that a parcel cannot be delivered and is returned to us. You can find this information in the tracking information for your order. In this case, you will be notified and we will contact you to arrange for the shipment to be sent again. Here you can find possible reasons why your parcel could not be delivered: ‘My order is being returned to the sender. What can I do?’
Your parcel/order has been lost in transit:
If the tracking information has not changed for a long period of time, it is possible that the item or your entire order has been lost during shipping. If this is the case, we will of course take care of finding a solution. Please contact us via our contact form if the shipment status has not changed for at least 10 working days so that we can investigate the matter and offer you a replacement or refund if necessary.