Q1: How long does it takes to receive the placed order?
A: In general, orders typically process within 1-2 business day and delivery time is typically 7-10 days. If your order is in stock and you don’t receive tracking number after 3 business days, please contact our after-sales service team for tracking information.
Customer service email: service@engwe-bikes.com
Q2: Why did my payment fail?
A: It may be that the network is unstable, please try to change the browser or try again after a while, or log in with another email address and try to place the order.
Q3: Can I use installment payment?
A：It is available only in Germany, Austria, Netherlands, Finland at the moment and we will introduce Klarna to other EU country soon. Once other countries have opened Klarna, we will update the website accordingly
Q4: 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
Q5: 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...
Q6: How about the 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.
-Please kindly note that all accessories 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: The final delivery time can vary depending on your local carrier.* Note: There are 2 types of seats, the different seats are sent out randomly. If you have further questions, please feel free to contact us at service@engwe-bikes.com
Q7: What is the max loa of the rear rack?
A: The max loa of the rear rack at 55lbs (25kg)
