Q1: About shipping
*In stock: Once order confirmation has been completed, shipping preparations will begin
within the following 2 days and your order will be shipped on the third business day.
*Pre-order: Please refer to the product page for detailed shipping times on pre-order items.
*No stock: Please refer to the product page for detailed shipping times on out-of-stock items.
You can expect to receive your product within 7 to 10 business days when it is shipped from our warehouse in the US.
*Please note: Remote areas and islands are excluded from delivery.
Please reach out to our customer service team regarding special requirements or urgent delivery dates and we will endeavour to meet your needs.
Please check our Shipping Policy for additional information regarding delivery locations and costs.
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.
- $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 7-10 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
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: 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
Q6: 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...
