FAQ

1. Where are the VTUVIA e-bikes located in?

Our USA warehouses: Sampson Avenue Corona, CA 92879 and Fredericksburg, VA 22406. We will according to your address to choose the warehouses.

Our Technical Support Address: 6729 PHILHARMONIC AVE  Las Vegas NV.  89139-6783

2. I want to local pick up the e-bike, what should I do? 
  • First, please choose local pick up when you do your payment and send us email or leave a note to tell us.
  • Then, we will send you an electronic bill of lading.
  • After you receive the e-bill, please print it down and show the paper to the staff in our stock.
  • You will get your e-bike after the staff confirms the bill’s information.
3. Can I enjoy price off if I come to pick up?
Yes, we give price off for customers who come to pick the e-bike. 
 
4. What’s the working time of your stock?
Our stock opens on working day, from 9:00 am to 5:00 pm. Will be rest on weekend.

5. If the bikes' components are broken. Where should I come to repair it?

We will do stringent quality checks before shipped our e-bikes out to our stock. And if by any chance there have, please contact us and tell us your e-bike’s problem. We have local maintenance to fix it. Or we will send you replacement parts and you find a salvage shop to repair, and we pay for the repair fee.

6. How long about the warranty time?

We offer 1 YEAR warranty, including frame, motor and electrical system.

7. If I don't want to have it what should I do?

If by any chance you want to return it, we supply USA address to accept your return for the order within 7 days.

If the e-bike is in good condition, it is the customer's reasons that want to return, the shipping fee should be paid by the customer.

8. If I want to Exchanges (if applicable), what should I do?

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at vtuviaebike@gmail.com and send your item to our technical support address. The return e-bike should in good shape, not effect our second sell.

9. Where I should return?

To return your product, you should mail your product to 6729 PHILHARMONIC AVE  Las Vegas NV.  89139-6783.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.