Question 1: How long does it takes to receive the placed order?
Answer: 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
Question 2: Why did my payment fail?
Answer: 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.
Question 3: Can I use installment payment?
Answer：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
Question 4: I have not received the order confirmation and tracking number information, how can I get it?
Answer: 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
Question 5: What method can I use to pay?
Answer: 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...
Question 6: How to charge is the correct charging method?
Answer: Please check the following link to teach you how to charge properly and use it safely.
https://drive.google.com/file/d/1_Fwx8Zil72U_U1gqBuv5PQX4GEeo1J0Z/view?usp=sharing
Question 7: Can I modify the bike by myself, such as brakes, chains, gears, generators?
Answer: 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
Question 8: Is it possible to disable the throttle?
Answer:
EP-2 PRO: While pressing the brake handle, turn the handle to the maximum, then turn on the power switch of the display, and release the brake handle and the throttle handle after 8 seconds.
ENGINE PRO : Simply unplug the handlebar connector.
Question 9: I need to buy parts, how can I buy them?
Answer: 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.
Question 10: My bicycle chain is scratching with the wheel, so I can't change gears, and the derailleur looks deformed, what should I do?
Answer: 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.
