Shipping & Delivery
How Long Does Delivery Normally Take?
In-stock orders typically ship within 1-3 business days. Please allow 3-8 business days for your shipment to arrive at your address. For pre-orders, please refer to the shipping date on the product page.
How can I track my order?
To check the current delivery progress of your product, please click the button below and enter your order number or tracking number:
Track Your Order Now →
Are there any import duties, customs, or hidden fees?
No hidden fees! All shipments within the European Union are dispatched from our European warehouse. This means all prices include VAT (Value Added Tax), and you will not have to pay any customs duties or import taxes upon delivery.
What should I do if my package arrives damaged?
Please inspect your package upon arrival. If you notice severe damage, note it on the delivery slip before signing or refuse the shipment. Take photos/videos of the box and bike, and email us at support@ekxbike.com within 48 hours—we will send replacement parts or a new bike immediately.
What should I do if my package is delayed or lost?
Please contact our support team at support@ekxbike.com, and we will investigate the issue with the carrier right away. If needed, we’ll arrange a swift replacement so you won’t have to wait long for your EKX e-bike.
Return & Refund
What is your return policy?
At EKXbike, we offer a 30-day return policy from the date you receive your e-bike. To be eligible for a full refund, the bike must be in brand-new, resellable condition, clean, and with less than 10 km on the odometer.
🔗 To initiate a return, please review our step-by-step Return & Refund Policy.
Do I need to keep the original shipping box?
Yes, we highly recommend keeping the original box and packaging materials for at least 30 days (and ideally during the warranty period). Returning an e-bike requires certified dangerous goods (Lithium-ion battery) packaging. If you discard the box, you will need to purchase a suitable heavy-duty bike box at your own expense.
Are there any return shipping fees or restocking fees?
No cancellation fee will be charged if you cancel your order within 2 hours.
For Non-defective Returns (Buyer's Remorse): The customer is responsible for the return shipping cost (typically $150–$250 due to the weight and battery classification) plus a 10% to 15% restocking fee. These costs will be deducted from your final refund.
For Defective Items: If the bike arrives defective and our tech team cannot solve it, we will cover 100% of the return costs.
How do I start a return?
To start a return, you must first obtain a formal return authorization by emailing our support team at support@ekxbike.com. Please do not ship any items back to us without prior approval, as unauthorized returns are strictly ineligible for any shipping reimbursement.
When and how will I receive my refund?
Once we receive and inspect your returned item at our warehouse, we will send you an email to notify you whether your refund has been approved or rejected. If approved, your refund will be processed automatically and credited back to your original payment method. Please note that after we issue the credit, it may take7–14 daysfor your bank or credit card company to officially process and post the transaction to your account.
What should I do if I receive a damaged or defective item?
Please inspect your e-bike immediately upon delivery. If you notice any shipping damage, cosmetic scratches, or a defective part,there is no need to return the entire heavy bike. Contact our customer support team within 48 hours of delivery with clear photos or videos of the issue. We will promptly ship youfree replacement parts, provide touch-up paint, or offer a partial credit/refundto compensate for the blemish, saving you the time and hassle of repacking the vehicle.
Warranty & Technical Support
What Is Your Warranty Policy?
Every bike purchased directly from our official store comes with a 1-year limited warranty covering manufacturing defects. This covers core components including the Frame, Motor, Battery, Controller, and LCD Display.
🔗 For full terms, conditions, and exclusions, check our Warranty Policy
Which components are covered?
The primary 12-month warranty explicitly covers the core structural and electronic components of your e-bike. This includes the frame, motor, controller, display, and the lithium-ion battery. Non-electric components or peripheral accessories are not covered under this primary technical warranty.
What voids the warranty?
Your warranty will be immediately and completely voided by any unauthorized aftermarket modifications, alterations to the electrical systems, or attempts to derestrict the factory speed settings. Additionally, the warranty strictly excludes normal wear-and-tear items (such as tires, tubes, and brake pads), accidental crash damage, and any water damage resulting from high-pressure washing, heavy rain storage, or deep submersion.
Is the warranty transferable to a second owner?
Yes. Unlike many other brands, EKX extends its 1-year warranty from the date of the original retail purchase to subsequent owners (second-hand buyers) for covered frames, components, and equipment. However, adated proof of the original retail purchasemust be presented to claim warranty service.
How do I file a claim?
To initiate a warranty claim, you must contact our customer support team directly by emailingsupport@ekxbike.com. To help our technical team diagnose the issue quickly, your email must include your original order information along with clearphotos or videosdemonstrating the specific defect or problem.
Order & Payment
Can I cancel or modify my order after placing it?
Yes, if your order hasn’t shipped yet. Reach out to us as soon as possible, and we’ll do our best to help.
Why was my payment declined?
Because electric bicycles are high-value premium items, European banks and credit card issuers frequently trigger automatic anti-fraud security filters on these transactions, resulting in a declined payment. To resolve this, please contact your bank directly to authorize the payment to our store. Alternatively, switching your payment method to PayPal or selecting a financing option like Klarna usually bypasses these bank-level security restrictions successfully.
How do pre-orders work?
Pre-ordered e-bikes are charged in full at checkout to guarantee and secure your unit from our upcoming production batch. The estimated shipping window is explicitly stated on the specific product page. If your purchase includes both in-stock accessories and a pre-ordered bike, we will typically ship the in-stock items first, and the e-bike will follow automatically as soon as it arrives and clears quality control at our European fulfillment center.