FAQ's
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.
Shipping & Delivery
Do you ship from the U.S.?
Yes! All Helokeep e-bikes ship from U.S. domestic warehouses for fast local delivery.
How fast will my order ship?
Orders ship within 1–2 business days after payment is confirmed.
How long does delivery take?
Orders arrive in 3–10 business days after shipping to the contiguous U.S.
Do you ship to all U.S. states?
We ship to most residential addresses in the contiguous United States.
Can I track my order?
Yes! A tracking number will be sent to your email within 24 hours of shipping.
Do you ship to PO boxes?
No, we only ship to physical residential addresses.
Can I change my shipping address after ordering?
You can update your address before the order ships. Contact support as soon as possible.
Battery & Charging
Is the battery removable?
Yes! The battery is easily removable for charging or storage.
How long to fully charge the battery?
A full charge takes 8 hours with a standard 110V U.S. outlet.
Does battery range drop in cold weather?
Slight reduction may occur in below-freezing temps, which is normal for lithium batteries.
Can I charge the battery while riding?
No, charging is only supported via the included charger.
How to extend battery life?
Charge regularly, avoid full discharge, and store in a cool, dry place.
Warranty & Support
What warranty do you provide?
We include a 2-year official warranty on all e-bikes.
What does the warranty cover?
Covers manufacturing defects in the frame, battery, motor, and electrical components under normal use.
Does warranty cover accidental damage?
No, warranty does not cover misuse, accidents, or improper maintenance.
How fast is customer support?
Our support team replies to inquiries within 24 hours on business days.
Can I buy replacement parts or batteries?
Yes! We sell original batteries, chargers, and parts. Contact support to order.
Usage & Safety
Do I need to assemble my e-bike?
Only 10–15 minutes of simple assembly — handlebars, front wheel, and pedals. Full instructions included.
Are Helokeep e-bikes safe for daily use?
Yes. Each bike is tested for safety and reliability.
Do I need a license or insurance?
No license, registration, or insurance is required for Class 2 e-bikes in most U.S. states.
Is it suitable for seniors or kids?
Yes, it’s great for adults and seniors. For riders under 18, adult supervision is recommended.
Does it have brake safety cut-off?
Yes! Motor automatically stops when brakes are applied for maximum safety.
Returns & Refunds
Can I return or refund after 30 days?
No returns or refunds are allowed after 30 days from the delivery date.However, we still provide official after-sales support and warranty service as specified.
Who pays for return shipping costs?
For quality defects: We cover return shipping.• For non-quality returns: The customer covers return shipping.
How long will it take to get my refund?
Once received and inspected:
• Unused items: refund processed within 48 hours
• Used items: refund processed within 3–5 business days.
Can I cancel my order?
Orders can be canceled before shipment for a full refund. Once shipped, the 30-day return policy applies.
Payment & Orders
What payment methods do you accept?
We accept all major credit cards, PayPal.
Do you offer wholesale or bulk orders?
Yes! We support wholesale and business orders. Contact us for custom quotes.