CUSTOMER HELP

If talking to a real-life human is more your thing, you can reach our Customer Happiness Team via email (below).

How can we help?

ORDER

Does this bike have a twist or thumb throttle?

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The ENGINE PRO comes with twist throttle. If you prefer thumb throttle please check out EP-2 PRO

Where can I find parts if I want to replace them?

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If you have any problems with your bike, we recommend that you contact our customer service at service@engwe-bikes for professional help. There you will learn how to buy the right spare parts.

Is it water resistant? How well does this e-bike ride on snow and ice?

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The display is waterproof, but moisture or other extreme environmental conditions can cause permanent damage to the motor and battery. We therefore recommend that you do not ride or leave the e-bike in the rain or other extreme environments.

Is an instruction manual included in the package?

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Yes, we include an instruction manual in the package. If you can't find the user manual, you can also download it here: https://engwe-bikes-eu.com/pages/new_manuals

How can I buy extra battery?

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We have extra battery available in our store, please check our accessory page for details
https://engwe-bikes-eu.com/collections/accessories

SHIPMENT

Where do you ship to?

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We ship to the United States, the United Kingdom and all European Union countries. If you are based in the UK or a European country, please visit our UK or Europe store: www.engwe-bikes-uk.com and www.engwe-bikes-eu.com. *Please note that orders placed on this website, engwe-bikes.com, can ONLY be shipped to the USA.

What happens after I place an order?

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After you place the order, our warehouse will start sorting your order and preparing it for pickup by FEDEX/UPS within one business day if the product is in stock. After FEDEX/UPS pickup, delivery usually takes about 7 business days. If the product is in Pre-Order/Out of Stock status, we will inform you of the estimated shipping date on the product page of our website. The estimated shipping date we post is the estimated date the product will arrive at our California warehouse. If you place an order in the Pre-Order/Out of Stock phase, our warehouse will begin preparing your order as soon as the products are received. All pre-orders are processed on a first come, first served basis. If you cancel your pre-order you will lose your position in line. Please plan accordingly.

PAYMENT

Do you offer a financing program?

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Yes. We offer the Klarna payment option. You can spread your payment over 4 terms for FREE. To use Klarna Payment, add the item you like to the shopping cart. Go to the checkout page and select Follow regular checkout steps

SUPPORT

Does the product need to be assembled?

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We made the bike 90% assembled. After you receive the bike, all you have to do is install the front wheel. You can find the instruction video here: https://www.youtube.com/watch?v=52esu9Kdp4o Or you can take the bike to your local bike shop and get help putting it together. We can refund the assembly fee. For further information or assistance, please contact us at service@engwe-bikes.com

What if I have questions while using the product? Or how can I claim my guarantee?

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If you have any questions or concerns, please contact us at service@engwe-bikes.com with the following information:1. Platform of purchase, such as Amazon, Brand Store, etc. (When purchasing on Amazon, please also include the seller's name in your order)2. Order Number* To ensure we provide you with the fastest service, please include ORDER NUMBER + Country + Issue Type (Shipping/Quality/Other) in the subject of your email. For example, if you are from the USA and have a question about your shipping status, the subject of your email will be: EW123xxxxx456CN, USA, Shipping.