1. Who We Are

This website is operated by APEX GLOBAL HUB LTD, trading as eTrailz.

• Website: eTrailz.co.uk
• Email: sales@etrailz-eu.com
• Phone: 07771 094 666
• Office address: 73 Hulton Lane, Bolton, England, BL3 4JD

2. Delivery Area

We currently deliver to mainland Great Britain, subject to courier availability and product size. We are working to expand our delivery coverage in the future.

Locations We May Not Be Able to Deliver To

Delivery may not be available to locations including, but not limited to:

• Channel Islands
• Isle of Man
• Isle of Wight, depending on product and courier availability
• Orkney, Shetland and Hebrides
• Northern Ireland
• Republic of Ireland
• Scottish Highlands and remote Scottish postcodes, depending on product and courier availability
• Other islands, remote areas, military bases, PO boxes or restricted-access addresses

3. Delivery Times

Most orders are dispatched as quickly as possible after payment has been confirmed and the order has passed our internal checks.

Delivery estimates are not guaranteed unless we expressly state that a guaranteed delivery service applies to your order.

4. Order Confirmation and Tracking

After you place an order, you will receive an order confirmation by email. Once your order has been dispatched, tracking details will normally be sent by email or SMS, depending on the carrier and the contact details provided at checkout.

Tracking may take time to activate after the courier first receives the parcel. For some large items, tracking updates may appear only after the item reaches the courier’s depot or delivery network.

5. Couriers We Use

We may use couriers including FedEx, DX, XDP, Royal Mail, Parcelforce or other suitable delivery partners depending on the product, delivery location and parcel size.

Large items may be sent through specialist or bulky-item courier networks. These couriers may contact you directly about delivery updates, delivery windows or failed delivery attempts.

6. Large-Item Delivery Requirements

E-bikes, scooters and other bulky products require suitable delivery access. Please make sure the delivery address is correct and accessible for a large parcel courier.

• Someone should be available to receive the item where a signature or handover is required.
• The delivery address must be accessible for a courier vehicle.
• Please make sure your phone number and email address are correct so the courier or our team can contact you if needed.
• Delivery may be to the building entrance, kerbside or ground-floor access point depending on the courier service and property access.
• Couriers are not normally required to unpack, assemble, install or carry items upstairs.

7. Address Accuracy and Changes

You are responsible for providing a complete and accurate delivery address, email address and phone number at checkout.

If you need to change your delivery address, contact us immediately at sales@etrailz-eu.com or through the chat/message option on our website. We will try to help, but we cannot guarantee changes after an order has been processed, packed or dispatched.

8. Missed Deliveries, Failed Deliveries and Refused Parcels

If a delivery attempt fails, the courier may leave a card, send a message, update the tracking page or attempt redelivery. Please follow the courier’s instructions quickly to avoid the parcel being returned to us.

If you refuse delivery without a valid reason, fail to respond to courier contact, provide an inaccessible address, or do not rearrange delivery after missed attempts, the item may be returned to us. In those cases, reasonable return, redelivery or failed-delivery costs may be deducted from any refund where legally permitted.

9. Delays

Delivery may be affected by public holidays, courier network congestion, high-demand sales periods, severe weather, road disruption, supplier delays, technical issues, address queries or events outside our direct control.

If we become aware of a significant delay, we will try to update you as soon as reasonably possible. If a delivery issue cannot be resolved, we may arrange a replacement, alternative delivery solution or refund where appropriate.

10. Lost Parcels and Delivery Investigations

If tracking suggests your parcel may be delayed, missing or incorrectly delivered, we will investigate with the courier. Courier investigations can take time, especially for large items or depot-to-depot transfers.

Please do not dispose of packaging, labels or delivery evidence until the issue is resolved. We may need photos, tracking information, courier messages or other details to complete the investigation.

Where a parcel is confirmed lost or undeliverable through no fault of your own, we will provide an appropriate solution, which may include replacement, redelivery or refund.

11. Damaged Items in Transit

If your item arrives damaged, contact us as soon as possible by email or website chat.

Please Provide:

• Your order number.
• Photos of the outer box before unpacking, if possible.
• Photos of any damaged packaging, labels and courier marks.
• Photos or video of the damaged item or affected part.
• A short description of the issue.

We will assess the issue and provide the most practical resolution. Depending on the case, this may include replacement parts, repair guidance, collection, replacement or refund where required.

12. Tax, VAT and Duties

Prices shown on our website include VAT where applicable.

For mainland Great Britain orders, there should normally be no additional import duty payable on delivery. If we later offer international delivery, taxes, duties, customs charges or import fees may vary by destination and will be explained where applicable.

13. Returns and Collection

Delivery and return arrangements are separate from your statutory rights and our Returns, Warranty & After-Sales Support Policy. For return instructions, change-of-mind returns, faulty items, warranty support and return collection charges, please see our Returns, Warranty & After-Sales Support Policy.

Do not send any item back without contacting us first. This helps us provide the correct return address, courier instructions and return reference.

14. Contact Us About Delivery

For shipping questions, tracking issues, address updates, delivery damage or courier problems, contact us using either option below:

• Email: sales@etrailz-eu.com
• Website chat: use the chat/message option on eTrailz.co.uk. If we are not online, leave a message and our team will reply as soon as possible.
• Phone: 07771 094 666

Please include your order number and delivery postcode so we can locate your order quickly.