Peace of Mind Repair Guarantee

Repair Service Options

We offer three repair service methods:

  1. Mail-In Repairs

    • Customers are responsible for shipping their e-bike to our designated facility.
    • Important: Always contact Customer Support before shipping. Unscheduled shipments may be refused.
    • Battery Safety: Remove batteries and ship them separately from the bike frame (support will provide shipping instructions).
    • Warranty claims: We cover all shipping costs.
    • Non-warranty repairs: Customer pays all shipping charges.
    • Most repairs are completed within 2 weeks of receipt when parts are available.

  2. Remote Support (Recommended)

    • Our fastest solution for issues that can be resolved without physical service.
    • Most cases resolved within 1-5 business days after report submission.
    • Submit detailed problem descriptions (including error messages/photos) to our support team.
    • Technicians will review and contact you with solutions.
    • Many e-bike issues can be diagnosed remotely - contact us first!

  3. On-Site Service

    • Nationwide technician dispatch by appointment.
    • Most repairs completed at your location. Some complex cases may require temporary bike relocation.
    • Mandatory: Schedule through Customer Support before service.
    • Costs include service fee + parts.
    • Warranty work: Parts covered; service fee applies* (*exceptions may apply - confirm with support).
    • Non-warranty repairs (accidents, wear, modifications): customer pays full cost.
    • Timing depends on parts availability.

Service Terms & Requirements

Key Conditions for Service

Appointments Always contact Support first. Unscheduled mail-ins will be refused.
Information Needed
  • High-quality photos/videos showing the issue
  • Order number (from official store)
  • E-bike serial numbers (frame, motor, battery)
Service Restrictions
  • No service for illegally modified bikes (throttle conversions, speed limiters, etc.)
  • Water damage not covered
  • Intentional damage or neglect
Warranty Coverage See warranty policy page for battery terms & defect qualifications.
Non-Authorized Purchases Contact original seller for bikes bought through 3rd parties/imports.
Cancellations Notify Support immediately for on-site appointment changes.
Service Refusal We reserve right to decline unsafe or non-compliant repairs.
Battery Handling Customers must remove batteries before service unless impossible.

We appreciate your business and are committed to reliable service for your e-bike.