Frequently Asked Questions (FAQ)
Welcome to our FAQ page. Here you will find answers to the most common questions about ordering, delivery, returns, warranty, maintenance, repairs, and battery care.
If your question is not listed here, feel free to contact our customer service team.
📦 Ordering
How does the ordering process work?
Ordering your scooter, e-bike, fatbike, or electric step is simple:
- Select your product
- Add it to your cart
- Enter your details
- Choose delivery or pickup
- Complete your secure payment
After placing your order, you will receive a confirmation email within 48 hours. Our team will then prepare your vehicle and inform you about delivery or pickup.
All of our bikes are delivered fully assembled to ensure a safe and enjoyable riding experiance. (Wholesale excluded)
Please feel free contact us to ensure we can deliver to your home.
Can I buy through a bike plan?
Yes, depending on your employer and local regulations, you may purchase your e-bike or fatbike through a bike plan.
Please contact us before placing your order so we can provide the correct documentation and invoice details.
🚲 Preparation & Delivery
Is my fatbike delivered ready to ride?
Yes. Before delivery or pickup, your fatbike is:
- Fully assembled
- Technically inspected
- Safety checked
- Battery tested and charged
You can start riding immediately.
How does delivery work?
You will receive:
- A confirmation email within 48 hours
- Delivery date and location information
- A delivery time window
Delivery times & options vary depending on stock and location.
Can I pick up my e-bike?
Yes, pickup is possible by appointment at your nearest authorized dealer. Contact us to request your nearest dealer.
During pickup, we provide:
- Basic explanation of the vehicle
- Safety instructions
- Operational guidance
Do you deliver outside Portugal?
Yes, Delivery outside Portugal is possible to the following countries:
- The Netherlands
- Spain
Shipping costs and timing depend on:
- Destination country
- Product type
- Transport requirements
- Dealers
Please contact us before placing an international order.
🔁 Returns & Cancellation
How does returning work?
You have the right to return your order within the legal withdrawal period unless the product is customized.
Conditions:
- Product must be unused
- Product must be returned in original condition
- Return pickup costs may apply
To initiate a return, contact customer service first.
How do I cancel my order?
You may cancel your order before it has been processed (proces time is usualy 48 hours).
If your order has already been prepared or shipped, cancellation is not possible.
Please contact us immediately with your order number.
⭐ Reviews & Complaints
Where can I write a review?
You can find reviews on our website and independent review platforms.
We value honest feedback and continuous improvement.
How do I submit a complaint?
If you are not satisfied, please contact us first so we can resolve the issue.
Provide:
- Your order number
- A clear description
- Photos (if applicable)
We aim to respond within a few working days.
🔧 Service & Maintenance
Why is maintenance important?
Regular maintenance prevents unnecessary wear and ensures safety, especially in Portugal and Spain where hills and heat increase strain on:
- Brakes
- Motor
- Chain and drivetrain
- Battery performance
Maintenance is required based on mileage or time interval — whichever comes first.
What are the recommended maintenance intervals?
For hilly regions like Portugal and Spain:
- 300 km or within 2 months (first inspection)
- 1,500 km or every 4 months
- 3,000 km or every 8 months
- 4,500 km or every 12 months
- 6,000 km or every 16 months
Early maintenance prevents costly repairs, and voided warranty.
What happens during a maintenance service?
We perform:
✔ Brake inspection
✔ Motor and battery check
✔ Spoke tension check
✔ Gear adjustment
✔ Chain lubrication
✔ Electrical inspection
Wear parts such as brake pads and tires are inspected but replacement costs are not included.
Do you offer maintenance packages?
Yes.
In-store packages:
- 4 services
- 6 services
- 8 services
At-home packages:
- 3 services
- 5 services
- 7 services
Packages are personal and non-transferable. Feel free to reach out to us for pricing.
Is at-home service available?
Yes, at-home maintenance is available upon request and depending on your location.
Prices vary by region.
🛠 Repairs
Do you offer repair services?
Yes. We offer:
- Mechanical repairs
- Electrical diagnostics
- Brake servicing
- Motor inspection
- Battery testing
- Part replacements
- Upgrades & modifications
You can request repair service in-store or at home (where available).
My vehicle is damaged. What should I do?
- Stop riding if safety is compromised
- Take clear photos
- Contact us immediately
We will advise you on repair options and warranty coverage.
🔋 Battery Information
What affects battery range?
Battery range depends on:
- Rider weight
- Terrain (hills reduce range)
- Assistance level
- Temperature
- Tire pressure
- Riding style
How do I take care of my battery?
To extend battery lifespan:
- Charge at least once every two weeks
- Avoid full discharge
- Store in a dry, cool place
- Avoid extreme heat
- Do not leave the battery empty for long periods
Proper battery care ensures longer lifespan and better performance.
🛡 Warranty
What does the warranty cover?
Warranty typically covers:
- Frame
- Motor
- Battery
- Electrical components
Wear-and-tear parts such as brake pads, chains, and tires are excluded.
Timely maintenance is required to maintain warranty validity. More info on our warranty page.
📄 Forms & Requests
How do I request a return?
Contact customer service with:
- Order number
- Product details
- Reason for return
We will send you further instructions.
How do I cancel my order?
Provide:
- Order number
- Full name
- Cancellation request
Cancellation is only possible before shipment unless agreed otherwise.
How do I request maintenance or repair?
You can:
- Book an in-store appointment
- Request at-home service
- Apply for a maintenance package
- Submit a repair request form
Our team will contact you to confirm scheduling.
Still Have Questions?
If your question is not listed here, our support team is ready to help.
Contact us by email or phone and we will assist you as quickly as possible.
Email: Info@ebikesdepot.com