FAQ - Frequently asked questions

Your bike is usually shipped with the forwarding company Hellmann Worldwide Logistics SE & Co. KG.

As soon as your bike has left our warehouse in Lübeck you will receive an e-mail with all the tracking information. You can check the shipping status at any time.

The shipping company will contact you to arrange a date and time slot for delivery.

Please note that providing a phone number when ordering your bike is a requirement for this service.

All bikes are packed in a sturdy and secure carton made especially for Jonito Bikes and protected from transport damage with high-quality packaging material.

Please check the shipping carton carefully upon receipt before confirming receipt of the goods.

If the shipping box shows significant external damage take photos of the damage if possible and have it confirmed by the carrier. In the case of transport damage, this makes it easier for us to receive insurance compensation.

Take enough time to check the packaging in detail.

By signing for the goods you acknowledge proper receipt of the goods.

Our bikes arrive up to 99% fully assembled.

Pedals have not been fitted and the handlebars have been rotated by 90° for transportation reasons.

For tools you should have standard Allen keys and torx wrenches. With sizes 4, 5, 6 and 8 you are well prepared. A 15 mm open-end wrench is recommended for mounting the pedals.

It is possible that air had to be let out of the suspension fork. In this case, you will need a shock pump for the first ride (and for later anyway).

Some manufacturers do not supply the tires filled with sealing milk.

Please save your invoice carefully. It will be required as proof in case of warranty and/or guarantee claims.

If you have a complaint, please use our online form at complaints so that we can process your case as quickly and efficiently as possible.

If you have a problem that is not covered by the form please send us an email to info@jonito.com. We will then get back to you immediately to find a solution.

If you decide not to keep your new bike after delivery, you have a 14-day right of withdrawal. Please notify us of your withdrawal in writing by emailing to info@jonito.com.

E-bikes and bicycles that have already been ridden are excluded from the right of withdrawal.

Also excluded from the right of withdrawal are items custom-made for you by manufacturers and those that have been irreversibly modified by our workshop at your express request.

We charge a fee of €99 for returns via a shipping carrier.

Please repack the bike securely in the box in which you received it. If the box is no longer suitable for shipping, we will send you a new box for the return. For this, we charge a fee of €49 for delivery addresses within Germany, €79 for shipping addresses in other EU countries and €99 for shipping addresses outside of the EU.

Please note that an initial inspection is mandatory for all bikes between 250 and 500 km mileage. Otherwise the best functionality of your bike cannot be guaranteed.