Help & FAQs

We accept a variety of payment methods, including Mastercard, Visa, American Express, and UnionPay for credit card payments. Additionally, Google Pay, Apple Pay, and Shop Pay are available as direct payment options on our website.

The security of your payment transactions is our top priority. Our website utilizes advanced encryption and stringent security protocols to protect your payment details, ensuring that your checkout process is safe and secure.

In the case of payment issues or accidental duplicate charges, we ensure that refunds are handled swiftly. Refunds are usually processed within 5-7 business days and will be credited back to the original payment method used for your purchase.

If you experience any issues or have questions about payments during checkout, please contact our support team at support egobikestore@gmail.com. We're here to provide prompt assistance and ensure a smooth transaction process.

For your security and privacy, we do not retain your payment information after the transaction is complete. Your payment details are encrypted and securely processed during checkout, ensuring they are protected at all times.

Please ensure that your shipping address is correct before your order is dispatched. Once the order has been shipped, we are unable to change the delivery address.

Our first-order discount coupon requires you to subscribe to our website first. After your successful subscription, our email will send you a coupon code to redeem the discount. Kindly check your spam or junk folder if you haven't received it. Then you can enjoy the discount. Tips:If you cancel your subscription, our email will not be able to send you discount information. Thank you for your attention to Egobike! If you have any other questions, please feel free to contact us.

After completing a transaction, you should receive an order confirmation email within 30 minutes. If it doesn't appear in your inbox, please check your spam or junk folder. For any additional help, feel free to reach out to our Customer Support Team at egobikestore@gmail.com.

 If you need to cancel your order, please contact us at egobikestore@gmail.com. Keep in mind that if your order has already been shipped, our 'Refund Policy' will apply.

You can track your order status by checking the dispatch notification sent to you once your order leaves our warehouse. This email will include tracking information from the assigned carrier or simply use 'Track Your Order' to keep posted.

If you encounter any technical issues on our website, please contact our Customer Support Team at egobikestore@gmail.com, and we'll provide prompt assistance.

Once an order is placed, we're unable to add additional items to it. You'll need to place a separate order for any additional items. However, if your initial order hasn't been dispatched yet, we'll do our best to combine the shipments. For further assistance, please reach out to our customer service team at egobikestore@gmail.com.

At present, we're only shipping to USA excluding several states such as Alaska, Guam, Hawaii, Puerto Rico, please refer to our 'Shipping Policy' for details

If you receive an order with damaged, missing, expired, or incorrect items, please promptly contact us at egobikestore@gmail.com for immediate assistance.

For more details, please refer to this page: 'Refund Policy'.

Contact our customer service at egobikestore@gmail.com, providing your order number, to request a return. Our customer service team will respond and handle your request as quickly as possible.

To initiate a return, please contact our customer service team with your order details and reason for return. We will provide you with instructions on how to return the item(s).Customers are responsible for return shipping costs unless the return is due to our error or a defective product, normally, the return shipping cost is around 1-1.5% of product value.

To be eligible for a return, items must be unused, in the same condition as received, and in the original packaging.

We provide lifetime warranty for the frame, and 1 year warranty for the battery/motor/cotroller, but it can vary depending on the specific product you purchased. For specific details, please contact customer support(egobikestore@gmail.com).

Our limited warranty covers any defects in materials and workmanship. It applies to you as the original purchaser and cannot be transferred to someone else.

The following items and situations are not covered by your warranty:

•  Free products.
• Lost or stolen products.
• Repairs are conducted through third parties.
• Damage originating from external sources.
• Products lacking sufficient proof of purchase.
• Items that have exceeded their warranty period.
• Issues unrelated to product quality.
• Damage resulting from misuse of products, including but not limited to falls, exposure to extreme temperatures, water damage, and improper device operation.

For more details, please refer to 'Warranty Policy'.

To make a warranty claim, you will need to provide proof of purchase, such as your sales receipt or order confirmation.

If you discover any defects or malfunctions in your Egobike product during the warranty period, simply contact our customer support team at egobikestore@gmail.com. We will assess the issue and, at our discretion, either repair or replace your product.

If you encounter any quality issues with the product, please contact our after-sales support for resolution, and do not disassemble the product yourself (any components that require screws to be turned should not be disassembled without authorization).

We're excited that you're interested in becoming one of our retail partners! Please follow this link: 'Become Egobike Distributor' to send us an application. If the team finds that your organization would be a good fit, our sales managers will get in touch with you as soon as they can!

We attend trade shows and events all the time. If you want to know about a specific event or trade show, please feel free to write to: egobikestore@gmail.com, or follow us on social media.