Frequently Asked Questions
SHIPPING
How long does shipping take?
Most orders arrive within 5–9 business days in the United States. For international customers, delivery typically takes 7–14+ business days depending on customs and carrier routes.
How long is processing time before shipping?
Processing usually takes 1–3 business days.
Custom builds or upgraded bikes may take 5–10 business days.
Do you provide a tracking number?
Yes. Once your order ships, a tracking number is automatically sent to your email so you can monitor your shipment in real time.
Which shipping carriers do you use?
We work with reliable courier partners such as UPS, FedEx, DHL, and freight carriers for larger or heavier e-bike shipments.
Do I need to sign for my delivery?
For high-value products like electric bikes, a signature may be required to protect your order from theft or misuse.
Do you ship internationally?
Yes, we ship worldwide. International shipping times may vary, and local duties/taxes may apply depending on your country.
My tracking says “delivered,” but I never received it. What should I do?
Sometimes packages are marked delivered a few hours early.
Check your:
Mailbox
Front door
Back door
Neighbors
Local post office
Carrier support line
If you still cannot locate it, contact us immediately.
ORDERS
How do I know my order went through?
You will receive an order confirmation email within minutes of checkout. If you don’t see it, check your spam or promotions folder.
Can I cancel my order?
Orders can be cancelled only before processing begins.
If the order has shipped or is being prepared for shipment, cancellation is no longer possible.
Can I change my address after placing an order?
Yes — but only if the order has not shipped yet.
Once dispatched, the address cannot be changed.
PAYMENTS
What payment methods do you accept?
We accept:
Major Credit/Debit Cards
PayPal (if enabled)
Bank Transfer or E-Transfer (if provided)
Secure third-party gateways
Is my payment information protected?
Absolutely. All payments are processed through SSL-encrypted, PCI-compliant gateways. We do not store credit card information on our servers.
Do I need an account to place an order?
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How Do I Track My Order?
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How Can I Return a Product?
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PRODUCTS
Are your bikes new or refurbished?
All bikes sold on EBikeSurron.shop are brand new, never used, and shipped in manufacturer-sealed condition unless otherwise stated.
Do the bikes come fully assembled?
E-bikes typically arrive 80–90% assembled. You may need to install the handlebars, front wheel, or pedals.
Full assembly instructions are included.
Do I need an account to place an order?
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Are your bikes street-legal?
Laws vary by state/country.
Please check your local regulations regarding:
Speed limits
Power classifications
Helmet requirements
Road use rules
RETURNS & WARRANTY
What is your return policy?
Returns are accepted within 14 days if the bike is unused, undamaged, and in original packaging.
Used bikes cannot be returned.
Do you offer warranty?
Yes. All bikes include a manufacturer warranty covering defects in materials or workmanship.
Damage caused by misuse or modification is not covered.
Who pays for return shipping?
Return shipping costs are the customer’s responsibility unless the item arrived damaged or defective.