Frequently Asked Questions

Please click here to check the assembly video for your E-Bike.

The maximum range listed on our product page is based on testing in the lowest speed mode with 70 KG load, so it’s normal for your actual range to vary during regular riding. Several factors can influence the range, including rider weight, riding conditions, weather, and terrain—weight, in particular, can have a significant impact.

However, if you’re experiencing a much shorter range than expected while riding under normal conditions and at a moderate speed, please don't hesitate to contact our customer service team. We’re here to assist you and ensure everything is working as it should.

• Check the charger light:
  When you connect the charger to the battery, observe the indicator light.

• If the light is green but the battery remains empty:

  • Check the charger’s voltage:
    • For a 36V battery, the voltage should be approximately 42V.
    • For a 48V battery, the voltage should be approximately 54.6V.

  Please note that the charger voltage remains constant and is not influenced by external factors.

• Contact our customer service:
  please provide us with the voltage reading you’ve tested. Our team will assist you in resolving the problem based on the details you share.

The codes E55, E57, and H indicate that the controller or motor is overheating. These codes will disappear automatically once you stop riding and allow the bike to cool down for a while.

Please contact our customer service team and provide the specific code displayed on the screen. We’ll assist you as soon as possible. Thank you :)

Inflate it to 80% of the maximum pressure value indicated on the tire would be enough.

Please click here to find your perfect E-Bike.

All our E-Bikes have a water resistance rating of IPX5. This means they can withstand light rain without damage. However, we recommend using a waterproof cover for added protection, especially if the bike is parked outside in the rain.

•  Light rain: Ride as usual.
•  Moderate rain: Use a rain cover for both yourself and the E-Bike.
•  Heavy rain: Avoid riding, as it may exceed the water resistance level and cause damage.

*Please note that damage from heavy rain is not covered under warranty.

You can find detailed specifications, including height and weight recommendations, in the FAQ section at the bottom of the product page or refer to the comparison table here for guidance.

This information is listed in the section of "Technical Specifications & Sizes">>"Range and Certification" or "Drive System" on the product page.

Or you can also refer to the comparison table here.

Currently, the batteries of the U2, U4, M10, and R6 models are removable for convenient charging and replacement.

All our E-Bikes have CE certification.

They are designed as pedal-assist bikes with an original motor power of 250W and a default max speed of 25 km/h, meeting regulations in most countries. However, we recommend checking your local regulations to ensure compliance.

No license is required to ride our pedal-assist E-Bikes in the factory-setting mode, as they are categorized as bicycles in most regions. However, we recommend checking your local regulations to ensure compliance.

At the moment, we do not offer installment payment options.

Order confirmations are typically sent immediately after successful payment. If you haven't receive a comfirmation email within a few minutes, please check your spam or junk folder. For assistance, you can also reach out to our support team.

Tip: Please Double-check your email address when placing your order to avoid issues.

You can cancel your order if it has not yet been shipped. Please contact our customer service team promptly.

If the order has already been shipped, please refer to our Return and Refund Policy, specifically the "Order Cancellation" section, for further guidance.

Refunds are typically processed within 5–10 business days and will be returned to your original payment method. If you haven’t received your refund after this period, please contact us for assistance.

If you need to update your delivery address, please provide the correct details within 24 hours of placing your order to ensure smooth delivery.

Address changes are inavailable after the package has been shipped. In this case, please contact our customer service for assistance in reaching out to the logistics company to attempt an address change.

We offer direct purchase links for essential accessories like helmets, front baskets, locks, and other items to enhance your riding experience.

Additionally, we sell component accessories for the e-bike itself, such as batteries, throttles, and more. However, these links are not visible on our store.

If you need to purchase any of these components, please contact our customer service team with the details of the part you need, and we will provide the appropriate purchase link.

Thank you for your understanding.

We accept a variety of payment methods including PayPal, Visa, MasterCard, Google Pay, and American Express.

Please click here to check our Return & Refund Policy.

Please click here to view the detailed warranty information for your e-bike.

If you experience any quality issues or other concerns, please contact our customer service team before leaving a negative review. We are committed to resolving any issues and will respond within 24-48 business hours after receiving your email. Thank you for your patience.

Steps to Resolve Your Issue:

1. Contact Customer Service: Please provide a detailed description of the issue, along with pictures or a video if possible.
2. Issue Confirmation: Once the issue is confirmed, we will provide a solution, which may include return instructions, a replacement, or information on local repair options.

Note: Products received after 30 days are not eligible for return or exchange. Warranty coverage is still available.

Exclusions from Warranty Coverage

The following conditions are not covered by the warranty:

• Damage resulting from improper use, maintenance, or adjustments made by the user, as outlined in the "User Manual."
• Damage caused by the user disassembling, repairing, or modifying the product, which leads to non-compliance with usage guidelines.
• Damage resulting from improper use or storage by the user or due to accidents.
• Costs incurred for repairs at unauthorized service centers without prior approval.
• Minor scratches or damage to the outer packaging resulting from the transportation of accessories are not covered.
• Damage caused by overloading, risky riding, collisions with obstacles such as curbs or walls, prolonged exposure to rain, or submersion in water.
• Any electrical or physical damage not attributable to a manufacturing defect.
• Accessories purchased separately are not covered under warranty.

Please contact us and obtain our authorization before returning any product. Products returned without approval will not be eligible for a refund.

NOTE: Normal wear and tear on consumable parts is not covered by this warranty.

In this case, please follow the steps below:

1. Contact Customer Service: Provide a detailed description of the issue, along with pictures or a video if possible.
2. Issue Confirmation: We will assist in confirming the issue, and if necessary, provide you with a link to purchase the related accessories.

Please click here to check our Shipping Policy.

We collaborate with trusted logistics providers such as DHL, FedEx, DPD, XLC, and GLS. The specific carrier depends on your location.

We offer FREE shipping on all products in our shop for all deliverable areas.

Once your order has been shipped, you will receive a confirmation email with a tracking number.

You can use this number to track your order on the shipping provider's website or use the following link: https://www.17track.net/.

Delivery times depend on your location. Typically:

Delivery Times

E-Bike Delivery Time Table

NOTE: Logistics can be influenced by unforeseen factors beyond our control. We are dedicated to ensuring your package reaches you as swiftly as possible. If there happens to be a delay of 1-2 business days, we sincerely apologize for the inconvenience and appreciate your understanding and patience during this time. Thank you for your continued support.

* Accessories are shipped separately from e-bikes and generally take 3-10 business days for delivery.

If your package is lost or damaged during transit, please contact our customer service within 3 business days of the expected delivery date.

Provide a detailed description or photos, and we will assist you in filing a claim or arranging a replacement.

Some items may ship from different warehouses or require separate packaging due to size or availability. You will receive individual tracking numbers for each package in separate emails.

Please check your email carefully for these tracking numbers, or contact our customer service if you need assistance.

Tracking updates may be delayed due to carrier processing, customs clearance, or transit between locations.

If there are no updates for more than 5 business days, please contact us, and we will follow up with the carrier on your behalf.