Frequently Asked Questions
Policies, warranty, products information, and other FAQs
Returns & Exchanges
If you are unhappy with your purchase, as long as you contact us within 30 days from the receipt of the item, we will process your return/exchange request.
We support shipping to the USA and Canada. Generally, orders are shipped within 1 working days of order confirmation/payment. Orders made on the weekends might experience delay.
All our products have a warranty of 12 months applicable from the date of receipt of the order or provision of it at the point of withdrawal. Feel free to contact us if you have any questions.
Pre Sale Questions
Can you ship to my country?
We have warehouses in various locations in the USA and Canada. If you are unable to purchase, please contact us.
How long will it take to get my orders?
It depends on where you are. For U.S. orders, it usually takes 4 business days. For Canada orders, it usually takes 20 business days. Delivery details will be provided in your confirmation email.
What payment methods do you support?
We support PayPal, credit cards and Klarna.
Do you guys offer a refund or exchange?
To save your time and reach our support quickly, please follow below steps:
1.Send an email to firstname.lastname@example.org
2.Capture screenshot or video for the issue you get.
3.Tell us your order number or order invoice.
Do you guys provide customer support during weekends / holidays?
Normally we don't provide support during weekends, except for urgent cases. In these cases, you only need to mark “Urgent” in your email, we will get back to you ASAP.
Is your E-bike waterproof? / Can you ride in the rain?
Our E-bike is waterproof IP54, with a certain level of waterproof, it still leaves the device susceptible to damage if faced with jets of water, or temporary or continuous immersion in water. So we recommend that you try to avoid using it in the rain and dry it in time after use.
Is the bike easy to assemble / Can I assemble it myself?
We believe the assembly of the bike is quite straightforward, and generally takes around 15-25 mins to put it together. Each bike comes with an installation guide which you can refer to, or you can refer to the installation video.
How long does it normally take to recharge?
Charging time depends on the battery capacity. Most of our E-bikes and E-scooters take less than 6 hours to charge, you can check the product manual.
Can I add a child seat?
If your e-bike comes with a rear seat, you can add a child seat.
What is the expected lifespan of the battery?
Much depends on how the battery is maintained. Under healthy conditions, batteries are rated for 800-1000 cycles. This may be reduced depending on the use and storage/care of the battery.
Keep your battery charge level between 30-80% where possible. This will greatly increase the life use of your battery unit. Do not store your battery plugged into a charger. Charging should be monitored and the battery should not be left plugged into the charger.
Do I need to charge my e-bike after receiving it?
Yes, after you have received your bike we recommend that you charge it for 5 hours. Please use the charger provided by HITWAY.
If you have an issue or question that requires assistance, you can fill out this form and get in touch with us.