As of August 30, take $30 off sitewide during the Back to School sale—use code: BS30

      FAQs

      Welcome to our FAQ, we are so happy to have you here and as a client.

      We have tried to answer the most common questions.

      Welcome to our FAQ, we are so happy to have you here and as a client.

      We have tried to answer the most common questions.

      Before You Order
      What is your warranty policy?
      E-bikes include a 1-year warranty, and accessories include a 3-month warranty. For full details, please check our Warranty Policy.
      What is your return policy?
      We offer a 30-day return policy, allowing you to request a return within 30 days of receiving your item.
      For full details, please refer to our Return&Refund Policy.
      How can I contact customer support?
      You can reach us through:
      Email: service@movcan-ebike.com (Monday–Friday, 9:00 am – 5:00 pm PST)
      Feel free to contact us during business hours for any assistance.
      I can’t find my order. What should I do?
      Kindly confirm that you placed your order through the official stores. Provide your order details and screenshots for us to assist you quickly.
      Can I cancel my order?
      We ship within 1–2 business days. You can cancel your order before it ships.
      Once it enters processing, changes or cancellations aren’t possible.
      If you notice any issue, please contact our customer service team right away.
      Can I cancel my order?
      We ship within 1–2 business days. You can cancel your order before it ships.
      Once it enters processing, changes or cancellations aren’t possible.
      If you notice any issue, please contact our customer service team right away.
      Shipping and Delivery
      How long does processing and delivery take?
      - Orders are processed within 1–2 business days (excluding weekends and holidays).
      - Delivery takes 3–7 business days depending on your location.
      - We have warehouses on both the East and West Coasts to ensure faster delivery.
      Do you ship everywhere in the U.S.?
      We ship to most locations within the U.S. Mainland. Please note that P.O. boxes, military addresses, American Samoa, Guam, Northern Mariana Islands, Puerto Rico, U.S. Minor Outlying Islands, Virgin Islands, Alaska, and Hawaii are outside our delivery areas.
      Which shipping carrier do you use?
      All e-bikes are shipped via FedEx, and tracking will be provided once your order ships. Some accessory orders may ship through USPS depending on the item and destination.
      Where are your warehouses located?

      We have warehouses in California and New Jersey. Orders shipped within these states typically arrive in 3–5 business days.

      How do I change my shipping address?
      You can update your shipping address before your order ships. Once it has been shipped, the address can no longer be changed.
      If you need to update your address, please email the correct details to service@movcan-ebike.com as soon as possible.
      How can I track my package?
      You can track your shipment using the provided FedEx tracking number or via 17track.
      Returns & Refunds
      What if my item is damaged or defective?
      If your item arrives damaged or defective, please contact us immediately with photos. We will either replace the item or issue a full refund.
      How do I request a return?
      To initiate a return, please contact our customer support at service@movcan-ebike.com with your order number and reason for return. We will provide a return authorization and instructions.
      Who pays for return shipping?
      - If the return is due to a manufacturing defect, damage during transit, or our error, we cover the return shipping costs.
      - If the return is for non-defective reasons (e.g., change of mind), the customer is responsible for return shipping fees.
      When will I receive my refund?
      Refunds are processed within 5–7 business days after we receive and inspect your returned item. The refund will be issued to your original payment method.
      After Sales
      How do I customize or replace keys?
      Send us the code stamped on the keyhole. Custom keys take 15–20 days to produce and ship from China.
      Where can I find my bike’s serial number?
      It is stamped on the head tube and printed on the outer packaging.
      How do I connect Bluetooth or use the app?
      Ensure Bluetooth is enabled and download the latest app version from Apple App Store.
      How do I maintain my e-bike?
      Regularly check tire pressure, brake condition, screws, and chain lubrication. Keep the bike clean and avoid exposing it to extreme temperatures. For battery care, charge regularly and store indoors when not in use.
      Can I ride the e-bike in the rain?
      Yes, our e-bikes have an IPX4–IPX5 water-resistance rating and can handle light rain and splashes. Avoid heavy rain, deep water, or pressure washing to prevent electrical damage. After riding in light rain, wipe the bike dry and keep the battery area protected.

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      Company Registration Number: 16967896
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