Shipping policy

Last updated: 20 October 2026

This Shipping and Delivery Policy applies to orders placed with ZUDI Mobility at zudimobility.com.

1. Seller

Brand: ZUDI Mobility
Legal operator: Divan Mellert
Country of establishment: Portugal
Tax number (NIF): 330525573
Phone / WhatsApp: +351 923 354 756
Support email: support@zudimobility.com
Website: zudimobility.com

2. Where we deliver

ZUDI Mobility sells in selected markets in the European Union and the United States. Product availability may vary by country, region or the market selected by the customer. A product available in the European Union may not be available in the United States, and vice versa.

The delivery options for an order are the options shown at checkout for the selected product and delivery address. If a destination or shipping method is not available at checkout, please contact us before ordering. Some products may require an individual shipping quotation before payment.

3. Order processing

We start processing an order after:

  • payment has been confirmed;
  • product availability has been confirmed;
  • the delivery details have been validated;
  • any order security checks have been completed.

If a product becomes unavailable after your purchase, we will contact you and explain the available options, which may include:

  • waiting for the product to be restocked;
  • replacing it with another product, if you agree;
  • cancelling the order and receiving a refund.

4. Dispatch and warehouses

To deliver faster, products may be shipped directly from warehouses or logistics partners located in the European Union or the United States. The dispatch location varies by product, supplier availability and destination.

The dispatch warehouse does not change the identity of the seller or your consumer rights towards ZUDI Mobility.

A warehouse or logistics facility used for dispatch is not a public ZUDI shop and must not be used as a return address unless ZUDI provides that address in writing for your specific return.

5. Shipping charges

The shipping charge for your order is shown at checkout before payment whenever standard checkout shipping is available. Certain remote areas, islands, oversized electric vehicles and lithium-battery shipments may require an additional carrier charge or an individual quotation. We will not charge an undisclosed shipping amount after an order has been accepted without first obtaining your agreement.

6. Delivery times

Estimated delivery times are shown on the product page, at checkout, in the order confirmation or in a later message from ZUDI Mobility. They are estimates, not guaranteed delivery dates, unless expressly stated otherwise.

Delays may occur because of:

  • weather conditions;
  • public holidays;
  • high demand;
  • carrier delays;
  • transport restrictions;
  • customs checks;
  • special transport requirements for lithium batteries;
  • events of force majeure.

If a significant delay or fulfilment issue arises after an order has been accepted, we will contact you and explain the available options.

7. Tracking

When tracking is available for your shipment, the tracking number or link is sent to the email address used for the order. Depending on the dispatch route, more than one parcel or tracking number may be used.

8. Products with lithium batteries

Our electric bikes, scooters and other electric vehicles use lithium batteries and may be subject to special transport conditions. In some regions, shipments may:

  • require specialised carriers;
  • take longer to deliver;
  • be temporarily unavailable.

High-value electric vehicles and lithium-battery shipments may require a signature or another carrier-approved confirmation of receipt.

If delivery to the address provided cannot be carried out legally or logistically, ZUDI Mobility will contact you and, where necessary, cancel the order and refund you.

9. Delivery address

Please provide a complete and correct delivery address and check your contact details before completing the order. If you notice an error, contact support@zudimobility.com immediately.

Once the order has been handed to the carrier, it may no longer be possible to change the address. Additional costs caused by incorrect information provided by the customer may be charged where legally permitted.

10. Receiving your order

As soon as reasonably possible after delivery, please check:

  • the condition of the packaging;
  • any visible damage;
  • that the product received matches the product you ordered.

Where reasonably possible, photograph any visible damage to the outer packaging before opening it.

11. Damaged, incomplete or incorrect items

If an item is damaged, incomplete or not what you ordered, contact support@zudimobility.com and, if possible, include:

  • your order number;
  • photos of the packaging;
  • photos or a video of the product;
  • a photo of the shipping label;
  • a short description of the problem.

This helps us resolve the issue faster. Your mandatory consumer rights are not affected if you do not report the issue immediately.

12. Orders not received

If your order has not arrived within the estimated period, or the tracking shows a problem, contact support@zudimobility.com. ZUDI Mobility will check the situation with the logistics partner.

13. Transfer of risk

For consumers in the European Union, when transport is arranged by ZUDI Mobility, the risk of loss or damage generally remains with the seller until the product is physically delivered to the consumer or to a person designated by the consumer.

14. Taxes, duties and other charges

Taxes that apply to your purchase are shown in accordance with the applicable law and market. Where customs duties, import taxes or other additional charges may apply, the relevant information will be shown before you complete the purchase whenever this is required.

15. Returns

Do not return an e-bike, e-scooter, electric dirt bike, electric unicycle or lithium battery without written return instructions from ZUDI Mobility. These products may require a designated carrier and regulated packaging. See our Return & Refund Policy for more information.

16. Contact

Deliveries and customer support: support@zudimobility.com
Sales: sales@zudimobility.com
General information: info@zudimobility.com
Phone / WhatsApp: +351 923 354 756