FAQ
Return & Refund
Can I return my package if I just opened the package?
Yes, but for unworn, unopened package, unused, and the ebike must have less than ten (10) miles on the odometer. we will deduct the shipping fee $150/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 $150/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@heybike.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. HeyBike is not responsible for the shipping cost of the package returned by the customers themselves
What is the status of my refund?
Most returns can be processed within 5 business days after we receive your package.
Considering 3-5 days for delivery, we may need 10-15 days to confirm your refund.
If you have chosen the refund to your credit card, the whole process may need 7-14 business days as you card bank need to process the refund to you.
Please understand that we need to refund to your card bank first within 48 hours. But your card bank may need 7-14 business days to transfer the money to your card account.
We can't control the processing speed of your card bank. Please ask the card bank for detailed
Please understand that we need to refund to your card bank first within 48 hours. But your card bank may need 7-14 business days to transfer the money to your card account.
We can't control the processing speed of your card bank. Please ask the card bank for detailed
Shipping
Can I change the deliver address after the package sent?
Please contact customer service if you want to change the address. We will try to help you for that. Customers need to pay an extra $20 per item for changing address.
Do You Ship to Alaska and Hawaii?
No, currently, we are only capable of shipping to the Contiguous United States.
How Long Should It Take for My HeyBike E-bike to Arrive?
In-stock orders typically ship within 1-3 business day, unless otherwise noted on the product page. Please allow 2~8 business days for your shipment to arrive at your address.
For pre-orders, please refer to the shipping date on the product page. A shipping confirmation email will be sent to your email once the order has shipped.
Do You Provide Expedited Shipping or Delivery?
Currently, we are only able to offer standard shipping services to our United States customers.
If you are in need of any order or delivery adjustments, please contact: support@heybike.com
I need to Make Changes to My Delivery. Who do I Contact?
If you need to make changes to your delivery, please contact: support@heybike.com
Do you support local pickup from your warehouse?
Yes, we offer local pickup for online orders. Please contact us for more details
Payment
What Payment Methods Do You Accept?
Currently, we are able to securely process payments from American Express, Discover, Diner’s Club, JCB, Visa, Venmo, MasterCard, PayPal, Apple Pay thanks to secure payment processing from Stripe.
Additionally, we have a financing partnership with Klarna. Be sure to choose Klarna at checkout to apply for financing options for your e-bike to pay over installments.
Do You Offer Financing?
You can have direct access to Klarna financing through our partnership with Klarna. Now, you can pay for your next e-bike with installment payments after being approved for financing. Be sure to select Klarna at checkout and you will be taken to their secure payment process.
Orders
I ordered two items, why I have received only one?
Because the shipment weight is overweight, we usually ship them separately. So both reach at different day and time. 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 want to cancel an order that has already been shipped out, please refuse to sign the package, and we will charge $50 shipping charge per item, we will issue the refund after the package returning to us.
If you want to cancel an order that has already been shipped out, please refuse to sign the package, and we will charge $50 shipping charge per item, we will issue the refund after the package returning to us.
My code does not work
If you got a code from YouTuber or other webiste, the discount code has a validity period, usually one month. Unfortunately, you can only buy the product at the original price