Rocket Ebikes – Shipping & Delivery Policy

Customer-facing policy for the Rocket Ebikes Shopify store. Last updated: 7 September 2026.

Rocket Ebikes is an online e-bike retailer. Many of our bikes are dispatched directly from our manufacturer and distribution partners, which allows us to offer a wider range without holding every model in our own warehouse. Delivery times can therefore vary by manufacturer and product, but we aim to make availability and expected delivery times clear before you order.

1. In-Stock E-Bikes

For products shown as In Stock, our standard estimated delivery time is 7–14 calendar days from order confirmation.

Some orders may arrive sooner. If a product has a different expected delivery timeframe, that timeframe will be shown on the relevant product page.

Delivery times are estimates and can occasionally be affected by supplier processing, courier delays, adverse weather, peak periods or other circumstances outside our reasonable control. If we become aware of a significant delay, we will contact you with an updated estimate. Your statutory rights in relation to late delivery are not affected.

2. Pre-Order Products

Products shown as Pre-Order are not currently available for immediate dispatch. The estimated availability or delivery timeframe will be shown on the individual product page before you place your order.

The product-page timeframe forms part of the delivery information for that order. If the expected availability or delivery date changes materially, we will contact you with an update. If we are unable to meet an agreed delivery period, your statutory rights in relation to late delivery and cancellation remain unaffected.

3. Order Confirmation & Supplier Availability

After you place an order, you will receive an order confirmation by email. Because some products are fulfilled directly by our suppliers, we also verify supplier availability as part of processing your order.

If a product shown as In Stock unexpectedly becomes unavailable before dispatch, we will contact you as soon as possible. Where appropriate, you may choose an available alternative, wait for the next available stock, or receive a full refund if we are unable to fulfil your order.

4. Dispatch & Tracking

Once your order has been dispatched, tracking information will normally be sent to the email address used when placing your order, where tracking is provided by the relevant manufacturer or courier.

Tracking information can sometimes take a short time to update after collection. If the estimated delivery period has passed and you have not received your order or a meaningful update, please contact us at sales@rocketebikes.co.uk or call 0333 090 1012.

5. Delivery Charges & Areas

Rocket Ebikes provides free delivery on orders over £500 to UK mainland addresses.

For orders below £500, or where a manufacturer applies a delivery charge, any applicable delivery cost will be shown before the order is placed or at checkout.

Delivery to Northern Ireland, islands, Highlands or other non-mainland/remote locations can vary by manufacturer and may take longer or carry an additional charge. Where this applies, the relevant delivery arrangements, cost and expected timeframe will be made clear before the order is accepted.

6. Delivery Damage

Please inspect the packaging and product as soon as reasonably possible after delivery. If there is visible damage, please take photographs of the packaging and product where practical and contact Rocket Ebikes promptly.

You do not lose your consumer rights simply because you accepted the delivery. Photographs, video and courier notes can help us investigate a transit-damage claim, but they do not replace your statutory rights.

Where Rocket Ebikes arranged the delivery, the goods remain our responsibility until they come into the physical possession of you, or a person you have identified to receive them. If the product is damaged in transit, we will work with the manufacturer and courier to arrange the appropriate remedy.

7. Lost or Missing Deliveries

If your order appears to have been lost, misdelivered or is significantly overdue, please contact Rocket Ebikes. We will investigate the delivery with the manufacturer and/or courier.

Where Rocket Ebikes arranged the delivery and the goods have not been properly delivered to you, we remain responsible for resolving the matter and will arrange an appropriate replacement or refund. You will not be required to resolve a lost-delivery claim directly with the courier yourself.

8. Cancellations Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible. If the order has not yet been dispatched, we will cancel it and issue a full refund.

If the order has already been dispatched, the applicable return process will apply. For full information about statutory cancellation rights, change-of-mind returns, return collection costs, faulty goods and manufacturer-specific return periods, please see our Returns & Refunds Policy.

9. Contact Us