FAQ

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

Our USA warehouses: 7515 N. Leadbetter Rd. Portland, OR, 97203

Our Technical Support Address: 3111 S. Valley View Boulevard, Ste Y103 Las Vegas, Nevada 89102

2. I want to local pick up the e-bike, what should I do? 
Sorry, we don't offer pick up service at this moment, please choose free shipping when you want to purchase.

3. 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.

4. Will my VTUVIA bike arrive assembled?

Your bike will arrive mostly assembled for transport requirements. We will provide the tools and a comprehensive assembly video so you can assemble your bike easily. If you meet any questions in assembly, please contact us and our professional after-sales service will help you.

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 30 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 3111 S. Valley View Boulevard, Ste Y103 Las Vegas, Nevada 89102. And please send me an email about that firstly.

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.