FAQs
Last updated: September 3, 2025
Contact: Contact@ebikber.com
Orders & Shipping
Q: How long until my order ships?
A: Handling time is 1–2 business days (Mon–Fri, excluding holidays).
Q: When will my order arrive?
A: Typical delivery is 4–6 business days after the carrier scans your package. You’ll receive a tracking email.
Q: Do you ship internationally?
A: Yes, to select countries. Local duties/VAT may apply and are the buyer’s responsibility.
Q: Can I change my shipping address after ordering?
A: Email Contact@ebikber.com immediately. If the order already shipped, we can help once it’s delivered (via return or reship).
Q: My package is delayed/lost/damaged—what should I do?
A:
• Damaged/incorrect: contact us within 48 hours with photos/video.
• No tracking movement: after 7+ days domestic / 14+ days international, email us to investigate.
• Marked delivered but not received: check neighbors/carrier; if still missing after 48 hours, contact us to start a claim.
Returns & Refunds
Q: What’s your return window?
A: 30 days from delivery for eligible items. We provide a prepaid return label and no restocking fees (see exclusions below).
Q: What condition must items be in?
A: New/unused with all original packaging, manuals, and accessories. (Final-sale, personalized, and opened hygiene items like helmets are not returnable.)
Q: Can I return an e-bike I test-rode?
A: E-bikes must be unridden. Signs of use (tire wear, odometer miles, scuffs) may make the return ineligible or subject to a partial refund.
Q: How do I start a return or exchange?
A: Email Contact@ebikber.com with your order number, item, and reason. We’ll send an RMA and prepaid label.
Q: When will I see my refund?
A: Typically 3–5 business days after we receive and approve the return, plus your bank’s posting time (5–10 business days typical).
Warranty & Repairs
Q: What’s covered under warranty?
A: A 12-month limited warranty against defects in materials/workmanship (component-specific terms apply).
Q: How do I file a warranty claim?
A: Email Contact@ebikber.com with subject “Warranty Claim – Order #XXXXX”, a description of the issue, and clear photos/video. We’ll troubleshoot and arrange parts, repair, or replacement if approved.
Q: My bike arrived DOA or damaged—what now?
A: Contact us within 48 hours of delivery with photos of the outer box, inner packaging, and product. We’ll prioritize repair/replacement or a prepaid return.
Product & Sizing
Q: Will this e-bike fit my height and weight?
A: Check the product page for recommended rider height and max payload (many models support up to 400 lb). Email your height, inseam, route distance, terrain, and budget for tailored picks.
Q: How assembled will my bike arrive?
A: Most arrive 85–90% assembled. Usual steps: mount the handlebar, front wheel, pedals; adjust brakes/derailleur; torque bolts. A basic toolkit and manual are included.
Q: Hydraulic or mechanical brakes?
A: Depends on the model. See Tech Specs on each product page for brake type and rotor size.
Q: What’s the real-world range?
A: Estimates vary with rider weight, PAS level, throttle use, hills, wind, temperature, and tire pressure.
Battery & Maintenance
Q: How should I charge and store the battery?
A: Use the included charger on a stable, non-flammable surface. For storage >30 days, keep 50–70% charge, recharge every 1–2 months, and store cool/dry.
Q: How long does charging take?
A: Typically 5–6 hours, depending on capacity and remaining charge.
Q: Can I ride in the rain?
A: Light rain is generally fine; do not submerge. Dry and lube after wet rides and avoid pressure-washing. Check each model’s IP guidance.
Q: Replacement parts available?
A: Yes—email us with your model and the part needed (pads, rotors, tires/tubes, chain, display, controller, etc.).
Payments, Promotions & Tax
Q: What payment methods do you accept?
A: Major cards and supported digital wallets shown at checkout. (Installments/financing may be available if enabled.)
Q: Can I combine discount codes?
A: Generally no, unless a promotion states otherwise.
Q: Tax-exempt purchase?
A: If you qualify, email Contact@ebikber.com with documentation before ordering.
Account & Notifications
Q: I didn’t receive order or tracking emails.
A: Check spam/junk, add Contact@ebikber.com to safe senders, then email us to resend.
Q: Can I cancel my order?
A: If it hasn’t shipped yet, yes—email us ASAP. If shipped, use our returns process after delivery.
Safety & Compliance
Q: Are high-speed modes legal on roads/paths?
A: Rules vary by country/region and e-bike class. Always follow local regulations and use unlocked high-speed modes off-road/where legal.
Q: What safety gear do you recommend?
A: At minimum, a certified helmet (per your local standard), lights, and reflective gear. Perform pre-ride checks for brakes, tire pressure, and bolt torque.