FAQ & Help

All orders are currently processed via Amazon.

You can access our products by following the purchase link available on the different pages of our site.

By finalizing your order on Amazon, you benefit from the quality of MOOVMOOV products and Amazon's fast logistics.

We have chosen Amazon's logistics service to ensure:

• secure payment
• fast delivery
• simple tracking of your package.

By following the purchase links for our products to Amazon, you access the quality of MOOVMOOV products while benefiting from Amazon's logistics service:

• secure payment
• fast international shipping

If you encounter any difficulties before or after your order with Amazon's service, you can always contact us to find the best solution.

Are you a tire or mobility professional (repair shop, hardware store, or mobility operator) and interested in accessing our professional rates?

Send us an email at hello@moovmoov.com with the subject line: "B2B - Your Company's Name"

Please include in your email your company's details (Name, VAT number, headquarters) as well as some additional information regarding your request.

Since the payment process is managed by Amazon's financial services, you can complete your order with:
• Debit and credit cards
• Direct debit
• Gift cards

For businesses, you can also take advantage of payment terms based on the options available on your Amazon Business account.

To track your package sent by Amazon:

1. Go to the "Your Orders" section of your Amazon account.
2. Find the MOOVMOOV product you want to track.
3. Click on "Track Package" next to the relevant order.

If you still haven't received any information about your package after a few days, you can contact us via our contact page.

Explain your problem to us, along with the information received from Amazon. Don't forget to mention your order number so we can identify you and resolve your issue quickly.

To track your B2B professional package:

All our professional orders are accompanied by a confirmation email containing a tracking link for the carrier handling the delivery of your tires and tubes.

Our MoovMoov tires and inner tubes are available for purchase on various Amazon marketplaces.

In certain specific geographic areas, taxes or customs fees may apply. Please refer to Amazon's delivery policies for more information.

We advise you to use the Amazon site corresponding to your delivery location to minimize shipping costs.

Our products are available for sale on the following platforms:

• France > amazon.fr
• Germany > amazon.de
• Italy > amazon.it
• Belgium > amazon.com.be

Delivery times are calculated based on your delivery location and the nearest stock location to you.

You will get an estimate on the product page and a more precise confirmation when completing your order.

For Prime customers, 24 to 48-hour delivery is generally available for the majority of our products.

For purchases made via Amazon:

You can obtain your invoice directly from your Amazon customer account:

1. Go to "Orders"
2. Select your order
3. Click on "Invoice"

Your invoice is generated at the time your package is shipped.

If it is not available within 24 hours after shipment, you can contact us by email at hello@moovmoov.com with the subject: “INVOICE AMZ - Amazon Order Number”

For purchases made directly:

Your invoice was normally sent to you by email. Please check your "Spam" folder.

If you cannot find your invoice, contact us by email at hello@moovmoov.com with the subject: “INVOICE - Order Number”

If you no longer know your order number, please provide us with as much information as possible so that we can locate it quickly (Name, order date, amount, etc.).

Invoices are automatically generated by Amazon when your package is shipped using the information recorded in your account when you placed your order.

To modify your invoice information:
1) Update your information in your professional customer account.
2) Contact Amazon to correct your invoice information.

This process may take a few days and is not automatically validated as it involves numerous tax factors, including VAT calculation.

All taxes, regulatory fees, and tax exemptions are calculated by Amazon in accordance with local policies. For more information, please refer to Amazon.com's policies.

Your satisfaction is our priority.
If you wish to return a product that does not meet your expectations, is damaged, or if your order is incomplete, please contact us via our Contact page.

Please don't forget to provide us with the following information:
- Your order number
- The reason for the return (optional, but useful for improving our services).

After your request is approved, you will receive instructions on how to return the product.

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Return Conditions

1. Return Period
   You have 30 calendar days from the date of receipt of your order to request a return.
2. Eligible Products
   Products must be returned in their original condition:
   - Unused, unassembled, and in perfect condition.
   - In their original intact packaging.
   - Accompanied by all accessories, manuals, and other items included at the time of delivery.
3. Exclusions
   - Custom-made or personalized products cannot be returned unless defective or non-compliant.
   - Products damaged due to misuse or improper handling are not eligible for return.

After receiving and inspecting the product, we will inform you of the acceptance or refusal of your return.

If your return is approved, the refund will be processed within 14 business days to the payment method used at the time of purchase.

In case of non-compliance, a notification will be sent to you with a proposal for an alternative solution.

We are at your disposal to assist you and answer your questions. Discover all the ways to contact us on our Contact page.