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Whether you have questions about our products, need assistance with an order, or want to explore partnership opportunities, we’re here to help.

We cater to a diverse range of users

Below, you’ll find answers to some common questions about our platform and services.

FAQ

FAQ for Existing customers

SCROLL DOWN and find the answers to: shipping, payments, returns, parts, etc…

SHIPPING RELATED QUESTIONS:

Will they notify me of the shipping date?

Yes, we put your telephone number on the delivery paper so the driver will call you in advance to set-up a delivery appointment.

What is the average shipping time?

We are here to help you!

We understand your concern in regards to your online order and would like to help you with the shipping of your merchandise.
Once your order is placed, your payment information is being sent to your bank for clearing, and depending on your bank it can take about 3-7 business days.
We have no control over the Bank’s policies.

As a general rule, standard shipping takes about 14-18 days, expedited ones about 10-14 days from the date of the order.

To ensure your satisfaction, we will forward a copy of the tracking number to your email address automatically once it becomes available, so you do not need to worry about it.

Can I overnight the shipping?

Larger products, such as scooters, trikes, bikes etc… are shipped via Freight Companies, most the time securely packed on a large pallet.

The actual (we pay, not you) freight charges can range from $100 upto the sky. YOU DO NOT PAY if the item was advertised with free shipping.

In order to overnight or next/second day the shipping, the freight companies would charge you many hundreds or even thousand of dollars, what nobody wants to pay, so we do not offer such nonsense services.

Can I redirect the shipment to another location?

You can change the address if the payment was not made by a card and the item was not shipped yet.

If it was already shipped, we cannot change the address.

Can I modify my existing order?

You can modify your order if  the item was not shipped yet.

If it was already shipped, we cannot make any modifications.

What is my tracking number?

Did you order your item more than 14 days ago?

Yes                        No

I ordered over 18 days ago and still haven’t received it, why?

Most of  the times it takes 14-18 days to receive the tracking number.

If you did not receive it, please make sure to check your SPAM or JUNK mail folder.

If more than 18 days has passed by the date from which your confirmation email was sent to you than your product is still in production.

Many large items now take longer than usual to be assembled, packed and shipped. Usually about 3 weeks, due to COVID-19’s drawback on our global economy.

Please be patient, as we do everything we can to get your product out so you can enjoy it soon.

Once it ships, you will be emailed a tracking number automatically.

Did you order the item more than 18 business days ago?

Yes                        No

PAYMENT RELATED QUESTIONS:

Why cannot I see the charge on my account?

If you cannot see the charge on your account, it is possible that we either received an incorrect payment information from you, or we did not receive  any order at all.

In this case, go back to the product page and order the item again.

Why was I charged when I never authorized the purchase?

If you went to our website, filled out the order form, entered your payment information, or forwarded it to us in any other way, than you automatically authorized us to debit your account and prepare the shipment.

You cannot nor should send us any further authorization.

In order words: we couldn’t debit your account of you didn’t give it to us.

Why did I receive a bill from the shipping company?

If you received a bill in regards to shipping, than you most likely requested some extra services from the shipping company.

We offer Free shipping, however Free shipping applies to standard freights delivered to customer’s location without any other services.

If you needed an inside delivery, lift gate delivery, unpacking of your product etc… it means that you will receive that bill.

TECHNICAL QUESTIONS:

Will my product arrive fully assembled?

Most of the time, all technical issues can be solved by simply providing some details of the problem. Many times, it is just a simply oversight by not turning the power on etc…

If the issue cannot be addressed via email, we suggest that you

  • see a local bike/scooter shop,
  • call a handyman
  • check with https://www.velofix.com/
  • check with https://www.acehandymanservices.com/

Of course, you may also email us for a Service Form so we can repair it according to the warranty.

What should I do if I need service?

Most of the time, all technical issues can be solved by simply providing some details of the problem. Many times, it is just a simply oversight by not turning the power on etc…

If the issue cannot be addressed via email, we suggest that you

  • see a local bike/scooter shop,
  • call a handyman
  • check with https://www.velofix.com/
  • check with https://www.acehandymanservices.com/

Of course, you may also email us for a Service Form so we can repair it according to the warranty.

I received my order, but some parts are missing (charger, book etc…)

First, check your order to make sure that you really ordered that optional item.

If you are missing a charger, manual etc… check the carton as sometimes smaller items are packed individually.

Also, many products have a storage space usually underneath the seat where you can find those “missing” items.

If you have followed the above instructions and something is still not there, go back to the contact page and send us an email.

RETURN QUESTIONS:

How can I return my product?
Yes, you can return the item in its original condition with its original packaging within seven days of delivery with the exception of any HAZMAT designated purchases.
You can choose any FREIGHT company.
Once you have packed your item the way it was shipped, you call the shipping company, pay for the freight and send it back.
Upon receipt of your item, we will send you the refund check minus the 20% restock fee and the outgoing freight charges, as shown in the Store Policy.
It is important that you email us the Return Tracking Number within seven days from the receipt of your product, otherwise your return will be rejected.
It will also be rejected if it is not shipped on a pallet as it was sent to you.
 
Go to our Contact page and send us an email for a return address.
 
If more than seven days has passed since you received the item than you cannot return it.
If you need service, please go to https://etravelbikes.com/a-service/

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