Q1: 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.
Q2: What are your shipping details?
A: - We offer FREE SHIPPING to the contiguous states in the United States.
- $400 USD shipping fee will be added for shipping to Canada. This shipping cost doesn't include Canada Cosume Tax and Tariff. The cost of Tax and Tariff may vary from case to case, we will contact you after you place your order regarding payment of tariff and excise duty. Please pay attention to your email after placing the order.
- 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.
If you have further questions, please feel free to contact us at service@engwe-bikes.com
Q3: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
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 to charge is the correct charging method?
A: Please check here to teach you how to charge properly and use it safely.
Q7: Can I modify the bike by myself, such as brakes, chains, gears, 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
Q8: 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.
Q9: 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.
Q10: How the 22.2Ah dual batteries working?
-The working principle is the same as the M20 dual battery model.
If the saddle battery is on: The order in which the battery is used when the e-bike is running is determined by the voltage of the two batteries. Because the power of the saddle battery of the X series will be distributed to the brake light of the saddle. So, the voltage of the large battery will be lower than the small battery. Typically, the power of the small battery will be used first. When the voltage of the small battery is the same as the voltage of the large battery, the e-bike will use the power of the two batteries at the same time until ran out.
Q11: Are there any unboxing or common setup videos?
A: Here are videos of Common Setup Questions for your reference(Please click the words to watch the video):
Uboxing of X20
Reset to factory of X20
Activate the throttle of X20
Deactivate throttle of X20
Change KM to Mile(Or change mile to KM) of X20
Lift the speed limit 50km/h (31mph) of X20
Setting the speed limit 25km/h (15.53mph) of X20
