Q1: Please read the lithium-ion battery safety tips before purchasing.
Please click here to view.
Q2: Why do I need 3D verification to place an order?
A: In order to protect the rights and interests of buyers, high-amount payments require 3D verification before successfully purchasing the product. If your 3D authentication fails and you are unable to pay, please contact the card issuer to verify and solve the problem for you.
Q3: What are your shipping details?
A: - We offer FREE SHIPPING to the contiguous states in the United States.
- Please kindly note the single battery cannot be shipped to Canada currently.
- Processing Time: For "In Stock" products, it typically takes 1-2 business days for our warehouse to prepare for the shipping after the order is placed. The tracking information can take extra time to be updated after the tracking number is created.
- Delivery Time: Typically takes 3-7 business days for the delivery. The final delivery time can vary depending on your local carrier.
Please note: Remote areas and islands are excluded from delivery and due to New York State law, this product is not sold in New York State. We apologize for any inconvenience this may cause you.
If you have further questions, please feel free to contact us at service@engwe-bikes.com
Q4: Why did my payment fail?
A: To prevent fraudulent payment activities, we set up a relatively strict payment inspection system.
If your payment failed to go through, please try the following steps:
1) Try putting in your payment info 3-5 times, this will help you pass the inspecting system
2) Change the email address you use to place the order. If you still have questions, please feel free to contact us at service@engwe-bikes.com
Q5: Can I use installment payment?
A: It is available only in the United States, Germany, Austria, Netherlands, and Finland at the moment and we will introduce Klarna to other EU countries soon. Once other countries have opened Klarna, we will update the website accordingly
Q6: I have not received the order confirmation and tracking number information, how can I get it?
A: Please don’t worry. You just need to contact our customer service staff to provide you with the order number and tracking number. Customer service email: service@engwe-bikes.com
Q7: What method can I use to pay?
A: We mainly accept the payment via PayPal and credit card. You can make the payment via Klarna, PayPal, AE, JCB, Discover Diners Club, Visa, Master card, Maestro...
Q8: How to charge is the correct charging method?
A: Please click here to learn how to charge properly and use it safely.
Q9: Can I modify the bike by myself, such as brakes, chains, gears, and generators?
A: If you are not familiar with the performance of the bicycle, we recommend not to modify it at will. If you must modify it, please contact our customer service staff to verify whether it can be modified.
customer service email: service@engwe-bikes.com
Q10: I need to buy parts, how can I buy them?
A: We recommend that you consult with the corresponding seller to purchase. If your seller does not provide it, you can contact service@engwe-bikes.com.
Q11: My bicycle chain is scratching with the wheel, so I can't change gears, and the derailleur looks deformed, what should I do?
A: If the derailleur guard touches the derailleur screw, the derailleur guard needs to be pulled out. In order to maintain a distance of 15mm between the transmission and the protection device.
