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FAQs
You will find answers to common questions about our products, services, shipping, returns, and more. If you can't find the answer you're looking for, feel free to contact our customer support team for further assistance. We're here to help!
Return & Exchange related
For more details for our return policy, please read our return policy page.
What is the return policy?
You have 30 days from the date of receipt to return items, conditions apply to certain products. Learn more details from our refund policy.
How do I return an electric bicycle?
Electric bicycles must be unused with the odometer reading zero. Please provide detailed photos and videos before returning to verify the condition.
Can I return fitness equipment?
Fitness equipment must be returned unopened due to hygiene reasons.
Who pays for return shipping costs?
The customer is responsible for return shipping costs unless the product is proven to be defective.
How long will it take to receive my refund?
Upon receipt and inspection of the returned items, if they meet our standards, a refund will be issued within 10 business days.
What happens if my return is lost or damaged during return shipping?
We do not issue refunds for items lost or damaged during return shipping. Please ensure items are well-packaged and in their original packaging.
Warranty related
For more details for our warranty policy, please read our warranty policy page.
What does the warranty cover?
All products are covered by a 1-year warranty against non-user-induced damage. This includes failures due to manufacturing defects.
What is not covered under the warranty?
- Unauthorized repair or disassembling
- Damage caused by misuse, accidents, or negligence
- Damage from liquid or food spills, extreme temperatures, or falls
- Software-related issues
- Altered or removed identification labels
- Wear and tear parts on electric bicycles and certain equipment
- Damage from using unauthorized third-party parts
- Force Majeure events (fire, floods, lightning)
- Lost or stolen products
How do I get warranty service?
Contact us with a detailed description of the issue. Products eligible for warranty will be repaired, have parts replaced, or be replaced entirely. Customers pay for shipping to our warehouse, but we cover return shipping.
Can I get a refund under the warranty?
No, refunds are not provided under the warranty. Only repair or replacement is offered.
Shipping related
For more details for our warranty policy, please read our shipping policy page.
How quickly will my order be processed and shipped?
Orders are typically processed and shipped within 2 business days.
Can you ship to PO Box addresses?
No, we cannot deliver to PO Box addresses. Please provide a physical address.
Is a signature required for delivery?
Standard shipping does not include a signature service. If you need signature confirmation, please contact customer service when placing your order.
How can I track my order?
Once your order is shipped, you will receive a tracking number to check the delivery status on the carrier’s website.
Are shipping fees refundable?
No, shipping fees are non-refundable. If you refuse a shipment, you will be responsible for the original shipping charges and the cost of returning the package to us.
What if my package is lost, misplaced, or incorrectly delivered?
If your package is lost or damaged during shipping, contact us within 3 days to file a claim. We are not responsible for incorrect or incomplete address information provided at purchase.
How long does the claims process take?
Claims can take up to 60 days to complete, depending on the shipping carrier used.
Any other questions?
For further inquiries or clarification, please contact our customer support team.