Shipping Policy

At Pixar, we strive to provide transparent and efficient shipping services for all customers across Europe. Below is detailed information about our shipping costs, delivery times, and how we handle shipping-related issues.

Shipping Cost

Free Shipping on All Orders from our official Pixar website

Shipping will be quoted seprately for offline Orders from dealers according to exact order quantities and delivery locations.

How Long Does It Take?

Delivery times consist of two stages: Order Processing and Carrier Delivery. Times vary based on whether items are in stock or on pre-order, and your specific location within Europe.

In-Stock Items

Order Processing and Pick-Up

  • Most in-stock products are processed within 1-3 business days. 
  • Orders placed on Weekend or European public holidays (e.g., Christmas, New Year, Easter) will be processed on the next business day.
  • After processing is complete, your order will be picked up by our trusted European logistics partners, including Fedex and GLS. You will receive a tracking number and a link to monitor your shipment in real time once it’s dispatched.

Delivery 

  • Electric Bikes: Shipped from our European warehouses (Belgium, Germany and UK). Expected delivery within 3-7 business days after dispatch, depending on your location (e.g., 3-4 days for Germany, 5-7 days for Spain or the UK).
  • Accessories (Batteries, Motors, Chargers, etc.): Shipped from EU warehouses. Delivery within 2-5 business days after dispatch for most European countries.

Pre-Order Items

Pre-order items are clearly marked on their product pages with an estimated shipping date. Total delivery time = Estimated shipping date  + Standard delivery time for your region (as listed above). We will send you a notification email when your pre-order is processed and dispatched. You can cancel a pre-order at any time before dispatch for a full refund.

Important Reminder

Please retain the original packaging (including foam inserts, cartons, and protective covers) for at least 30 days after receiving your order. This packaging is required for any potential returns, exchanges, or warranty claims, as improper packaging may result in damage during return shipping, which cannot be covered under our policy.

What to Do If There Is a Shipping Issue?

Our European customer support team is available to assist with any shipping problems. For fastest resolution, please include your order number and detailed issue description in all communications.

Delayed or Missing Packages

If your package does not arrive within the estimated delivery window (or is marked as "in transit" but not updating for 3+ business days), please contact our support team at rosy@galaxybicycle.com within 7 calendar days of the estimated delivery date. We will escalate the issue with the carrier and provide you with regular updates until the package is delivered.

Returned Packages

If your package is returned to our warehouse (e.g., failed delivery attempts, incorrect address), we will notify you via email within 2 business days of receipt. We can arrange re-delivery or process a refund, subject to the following:
  • Re-delivery: A reprocessing fee (€80-€120, depending on the item size) may apply if the return was due to an incorrect address provided by you or failure to pick up the package after 2+ carrier attempts.
  • Refund: Processed within 5-7 business days after we confirm the package is back in our warehouse, minus any non-refundable shipping costs (if applicable).

Email Says Delivered, But No Package

Carriers sometimes mark packages as "delivered" shortly before drop-off (e.g., leaving it with a neighbor or at a safe location). Please first check around your delivery address, with building management, or neighbors. If you still cannot locate the package, contact us at rosy@galaxybicycle.com within 3 calendar days of the "delivered" notification. We will initiate a formal investigation with the carrier – note that carriers cannot investigate missing packages reported after 3 days, and we cannot be held liable for unreported cases.

For further questions, reach out to our European support team at rosy@galaxybicycle.com.
Important Note: Retain original packaging and components for 30 days post-delivery to facilitate returns, repairs, or claims.