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: 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: 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
Q3: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.
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 learn 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: How dual batteries work?
A1: When you have a second battery installed, there is a button next to it to choose whether to switch on the second battery or not
A2: When you switch on both batteries at the same time, the bike will use the power of the two batteries.
Please note: The higher voltage and power of the two batteries will be used first, the power of both batteries will be used at the same time when the voltage and power of the two batteries at the same level.
-For example: one battery voltage and power at 50, other at 40. The voltage and power of 50 battery will be used first, when used to 40, both batteries will be used together until the power is run out.
Q9: 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.
Q10: 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.
