TENVELS Flexo E1 Fat Tire ebike

Yes, you can return the e-bike. As long as the bike is unused, in its original packaging, and returned within 30 days of purchase, you are eligible for a refund. Please return it to the location provided by our after-sales customer support team.

If the return is due to a defect in the product, we will cover the return shipping costs. However, if the return is for any other reason, the customer will be responsible for the shipping fees.

The time for processing your refund depends on the status of your order:

Before shipment (no tracking number provided): Refunds will be processed within 3-5 business days.

After shipment (tracking number issued): Refunds will be processed within 7-10 business days after the returned items have been received by us.

For in-stock e-bikes, we process orders within 3-5 business days. After shipping, delivery usually takes 5-10 days based on your location. In total, you should expect to receive your e-bike in approximately 8-15 days.

Once your order has shipped, you will receive an email with tracking details, allowing you to easily monitor the shipment's progress.

E-Bikes: Typically delivered within 5-10 business days, depending on where you're located.

Accessories: Ships from China with an estimated delivery time of 15-20 business days, depending on your location.

Please note that delivery times to remote areas may take longer, based on your location and the availability of the carrier.

No account registered: Simply sign up using the email you used for the order, and your details will be linked automatically.

Email mismatch: If the email you registered with doesn’t match the one used for the order, please contact us and provide both email addresses. We'll assist in merging the orders.

Before shipment: Contact us via email (service@tenvelsbike.com), and we’ll help you make the changes.
After shipment: Unfortunately, changes can't be made once the order has shipped. Double-check your order details before confirming. If you need to make a change, please reach out to us, but note there may be extra shipping fees.

Once your order ships, we'll send you an email with tracking information. Simply click the link to track your package.

You can also log into your account to view your tracking details. Click here.

We offer a 24-month warranty on the e-bike, excluding consumable parts.
For more details, please refer to our Warranty Policy.

📌 Cause: The package may have been compressed or bumped during transit.
💡 Solution: Take photos of the shipping and product information labels, and record an unboxing video. If any damage is found, we'll send free replacement parts or arrange compensation.

📌 Cause: Small parts may be stuck in packaging or the package may have been opened during shipping.
💡 Solution: Check that the box seals are intact. Film your unboxing to show all parts clearly. If anything is missing, contact us with photos and videos, and we’ll quickly send replacements.

Please retain the original packaging and components for at least 30 days after delivery for any necessary returns or repairs.

Yes, the display is designed for quick and easy replacement, typically taking about 10 minutes.

The riding range depends on several factors, including assist mode, terrain, wind conditions, temperature, surface type, traffic stops, rider weight, and tire pressure, among others.

Yes, the TENVELS Flexo is built for outdoor riding. With 20 x 4.0" fat tires, a 1200W Peak Power motor, reliable hydraulic disc brakes, and front suspension, it can handle all types of terrain with ease.

The rear rack can support up to 50 kg (110 lb).

TENVELS ebikes, including the Flexo, are rated IP54 for the overall frame. IP54 means the bike is protected against limited dust ingress and low-pressure water spray from any direction.
In addition, the electrical system (battery, motor, controller) meets the IP65 standard, which provides a higher level of protection against dust and water jets. This ensures a solid level of water resistance, allowing you to ride in light to moderate rain or through small puddles.

However, IP54/IP65 does not mean fully waterproof. TENVELS ebikes are not designed for full submersion. Avoid using a pressure washer or high-pressure sprayer to clean your ebike, as pressurized water can still damage components.

An ebike requires regular tune-ups similar to a traditional bicycle or car. For the best performance, check your tires, tubes, chain, battery, and brakes on a routine basis, or visit a local bike shop for professional service.
Performing a pre-ride safety check and keeping up with maintenance of non-electric components will also help extend the life of your ebike.

Proper battery care is key to getting the most life and performance out of your TENVELS ebike. Here are some tips:

Charge regularly — avoid letting the battery drain completely.

Always use the correct TENVELS charger. (Place the charger brick on a flat, non-flammable surface such as metal or concrete, as it will generate heat while charging.)

Do not overcharge the battery.

Avoid extreme temperatures — store and charge in a climate-controlled area, away from excessive heat or cold.

Keep the battery at around 75% charge if storing for long periods.

Do not exceed the maximum recommended load of the bike.

Keep the battery, terminals, and ports clean.