Customer Help

Our happiness team is always here to assist.

Common purchase queries answered

Orders and Shipping

It takes 1-3 business days for processing. International shipping takes a minimum of 15 business days. The processing times are standard for all orders, even expedited shipping.

To find your order status, you can track your package here.

Once you have placed an order we will send you a confirmation email. After your package has left our warehouse and begun the delivery process, we will send you another email with a final confirmation and tracking number.

Using the tracking number you can follow the stages of delivery on your chosen shipping company’s website for an estimation on when your product will arrive.

Orders shipped to addresses located in the EU or the US will not have Duties & Taxes applied to the order, however orders that are shipped to addresses outside of the EU or the US will be subject to local Duties & Taxes.  
 
Duties & Taxes are a separate fee than the shipping costs and will be applied when the shipment reaches your Country, they are due at the time of delivery and are your responsibility to pay. Duties & Taxes are applied to the full value of the products, voucher codes and promotions are not taken into consideration.  
 
For more information on Duties & Taxes for your order, please consult with your Country’s Customs office or Import laws.

If you have not received your order, there are several troubleshooting options you can take. Firstly, we advise you to contact the shipping company you selected when placing your order with your tracking number. They will be able to provide more specific details about where or who they delivered the package to.

If you require further assistance with shipping issues, please¬†send email to¬†[email protected]¬†or contact us via the live chat function in the bottom right corner.

In an effort to process and ship your order as efficiently as possible, there is only a short period of time to request to cancel your order. Please contact us via the live chat function in the bottom right corner as soon as possible.

For some customers with an account at eroadebike.com, it is possible to sign in and cancel the order from within your account. You will need to view the ‚ÄėMy Orders‚Äô page and then select the order you would like to cancel.

Please note that this cancellation function within your account at eroadebike.com only applies to certain payment procedures in some countries. If this option is not available to you, please follow the solution above and contact our support team.

In an effort to process and ship your order as efficiently as possible, there is only a short period of time to request to change your order.

Please send an email to us as soon as possible if you need to change your order, or contact us via the live chat function in the bottom right corner.

If you need to swap an item

Returns and Exchanges

This information applies to products purchased from www.macceonline.com only:

During 30 days following the delivery of your order, you may request the exchange or refund of items, which you must return to us in perfect condition accompanied by the original invoice. Returns will only be accepted if labels and original packaging are fully intact. macceonline.com cannot accept returns where the labels have been removed

Please note that you are responsible for the shipping of returned items back to macceonline.com. Items lost in transportation will not be compensated for.

It is possible to return Eroade products within 30 days of receiving them (measured by the delivered date in the tracking information).

Faulty items will be exchanged for the same type of product in the same size, subject to availability.   Refunds for faulty items can be made within the 30-day period following delivery (of the original purchase).

Please send us an email with a copy of your proof of purchase and a brief description of the issue ‚Äď a photograph (if applicable) of the problem would also help us greatly in determining the next step in solving your situation and if the warranty will apply to your situation.

If you require further assistance with exchanging or returning products, please send email or contact us via the live chat function in the bottom right corner.

During the 30 days following the delivery of your order, you may request a refund on your purchased items.

The items must be in like-new, perfect condition and all parts and product manuals must be included in the original

packaging.Please note that only products purchased at www.macceonline.com will be eligible for refunds and shipping charges on returned merchandise are at the customer’s expense. Items lost in transportation will not be compensated for. All exchanges are subject to availability.

Once we have received the returned items, refunds will be made within two weeks to the original purchaser’s card of payment. Please note that additional duties and/or taxes will not be refunded, neither will shipping costs. For countries within the EU, VAT will be included in the refund.