FAQ's
Welcome to our FAQ, we are so happy to have you here and as a client.
We have tried to answer the most common questions.
Shipping & Returns
Below are some common questions about shipping, returns, and exchanges
Where Does the Bike Ship From?
Elecrides ships from the USA and Canada.
Which Cities Do You Support Shipping To?
Currently, we only provide FREE shipping to the lower 48 states in the US(except Hawaii, Alaska, and Puerto Rico) and Canada. We DO NOT ship to PO BOXES or APO.
(If you want to ship to other countries, contact customer service.)
How Long Will It Take to Get My Order?
It depends on where you are. Orders will take 3-7 business days to arrive. Delivery details will be provided in your confirmation email.
Why Does It Show My Package Has Been Delivered While It Hasn't?
Packages might be delivered to your front door or signed by your neighbors. We suggest you check with your neighbors first. Or you can check with the shipping company with your tracking number. If possible, please check and provide us with your surveillance video which may help us solve the problems.
What if My Package Was Lost During the Shipment?
We will contact FedEx and ask them for a reply, while you can also submit a dispute to FedEx or Amazon with your tracking number. If the package is lost, we will send a new one for you.
What if the Package Is Broken/The Item Scratched When It Arrived?
Due to FedEx's failure to deliver the bike as required during transportation, parts of the wear and scratch may be caused by the parts crashing together, although we have packed all the parts to prevent these situations as much as we can. Please send us the related pictures or videos to help us check the condition and solve the problems.
Can I Return My Package if I Just Opened the Package?
Yes, but for the unworn, unopened packages, unused, and the ebike must have less than ten (10) miles on the odometer. we will deduct the shipping fee of $200/pc when we are making a refund for non-defective products/No-longer needed Products.
Can I Return My Bike if I Don’t Like/Want It?
Yes, but only can get a refund within 30 days: unworn, Unopened package, unused, and the ebike must have less than ten (10) miles on the odometer. we will deduct the shipping fee of $200/pc when we are making a refund for non-defective products/No-longer needed Products.
How Can I Return Items?
To start a return, you can contact us at support@elecrides.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Elecrides is not responsible for the shipping cost of the package returned by the customers themselves.
Orders
Below are some of are common questions about orders
I Ordered Two Items, Why Have I Received Only One?
Because the shipment weight is overweight, we usually ship them separately. So both reach at different days and times. Please don’t panic and just keep tracking the item in your orders window or your email. If you still can not find it please contact us.
How Do I Change or Cancel My Order?
How do I change or cancel my order? Please contact us before it is shipped. Please note that we CANNOT change or cancel orders which have been shipped out. If you need and confirm to cancel the order before ship, 5% of the order's total amount will be deducted as a processing fee.
If you want to cancel an order that has already been shipped out, please contact us when you receive the package, then we will create a return label for you to return. We will charge a $ 200 shipping charge per item and issue a refund after the package is returned to us.
My Code Does Not Work
If you get a code from a YouTuber or another website, the discount code has a validity period, usually one month. Unfortunately, you can only buy the product at the original price.
Why Does the Coupon Code Doesn't Work?
If your coupon code does not work, it is most likely to be out of date. Kindly please use the coupon within the period for its use.
Products
Below are some common questions about our products
What Height/Weight Is Suitable for Elecrides E-Bikes?
Recommended height is 5'6"-6'11". Max load capacity is 330 lbs.
Can I Use the Throttle for the Entire Ride?
Yes, you can --that is what it is there for! However, using the throttle the entire time you ride will impact how long the battery lasts.
How Far Can I Go on the Elecrides E-Bike on a Full Charge?
The max range depends more or less on the model configuration and your riding style, pedal assist and throttle level, rider weight, slope, and headwind/downwind. See the product information overview of the model for details.
How can I clean my Elecrides E-bike?
Cleaning your Elecrides electric bicycle is just like cleaning a regular bike. It is recommended to remove the battery and rinse it with water. After rinsing, wipe it with a dry cloth and apply a little oil to the essential parts. (Also read: A step-by-step guide on how to clean an e-bike)
Was my Elecrides E-bike delivered with assembled?
Your e-bike will be 90% assembled; it will only require you to assemble another 10%. For unboxing and installation instructions, please find your model in the assembly video on our website.
Do You Have Any Video Tutorials for E-Bike Assembly?
Yes, here is a link to our e-bike assembly video:
Elecrides F1 e-bike assembly video
Elecrides S1 and F1 Pro e-bike assembly video
Elecrides K6 e-bike assembly video