Before You Buy

Payment

1. What payment methods do you accept?

PayPal, Debit & Credit Card, Klarna and more than 50 local e-wallet options.

2. Can I pay by installments?

Yes. Please select Klarna at checkout. You can split into four or pay in 30 days, both interest-free. Monthly also available. Up to $3000 per transaction.

3. Is my payment information secure?

Transactions are secure. All payments are processed through PayPal, a trusted third-party payment processor that uses encryption to secure your data.

Card information remains private. TENVELS does not store any card information on its website, ensuring that your payment details are kept safe.

Checkout is protected. Our checkout process is safeguarded by industry-standard 128-bit SSL encryption, ensuring your personal information remains secure.

4. Which currencies do you accept?

All transactions on TENVELS' official website are processed in Dollars. If you are paying with a non-Dollar credit card, your card-issuing bank may apply additional exchange rate conversion fees or incur exchange rate losses. Please contact your bank for any extra charges and claim refunds if necessary.

For more info, check out our Payment Policy

 

Warranty

1. How long is the warranty?

24 months on the whole ebike (excluding consumable parts). See Warranty Policy for more info.

2. What does the warranty cover and exclude?

Covered: Manufacturing defects, natural deformation, phase loss, short circuits, and other inherent product issues.

Excluded: Consumable parts, damage from improper use, unauthorized repairs, accidents, and man-made damages.

3. How do I claim the warranty?

To request support, please describe the issue and include photos or videos that show the problem. This is done by filling out the TENVELS After-Sales Support Request Form:

You’ll receive a detailed solution from our professional support team in about 24 hours, including video instructions. We replace parts rather than repair them. They are shipped free of charge and typically arrive within 7–10 days.

Our online warranty service saves you the hassle and wait of offline repairs. However, if you need offline repair, we can reimburse the cost.

4. Can I get it repaired if it’s not under warranty?

Yes, but a fee will apply.

5. In which countries and cities do you have physical service centers?

We currently do not have any physical service centers.

For more info on warranty, check out our Warranty Policy.

 

Shipping

1. Do you ship to my location?

We ship to most parts of the USA. However, there are a few exceptions. Shipping is not available to these locations: PO BOX OR APO/FPO，PR，AK，HI，GU，AA，AE，AP，AS，MP，VI.

2. Is shipping free?

Yes, free shipping on all orders.

3. When will I receive my order?

Delivery times depend on the product type and your location:

- E-bikes: Expected delivery within 5-10 business days in the USA.

- Accessories: Shipped from China, with an estimated delivery time of 15-20 business days.

4. How can I track my order?

Once your order has been shipped, we’ll send you a tracking number via email. You can then log in to your TENVELS account and check the shipping status at the following link: https://tenvelsbike.com/pages/tracking

5. Can I choose the delivery date or time?

Once the product has been shipped, you can get in touch with the local logistics company to arrange a delivery. Keep in mind that deliveries are usually made within just 1–2 business days after arrival, depending on the logistics company’s rules.

Cancellation & Return

1. How to cancel an order?

If you wish to cancel your order, please contact service@tenvels.com and let us know your reason for cancellation. If the item has already been shipped, our service team will try to intercept the package. If the interception is unsuccessful, you’ll need to refuse the delivery when it arrives. In this case, the return shipping cost will be deducted from your refund. For more details, please refer to our Return Policy.

Can I return the product if I’m not satisfied?

Yes. You can return the e-bike to the location provided by our after-sales customer service team. Refunds will be issued as long as the e-bike is returned within 30 days of delivery, unused, and in its original packaging.

If you wish to return a used e-bike, it needs to be within 30 days of delivery, as long as it has under 20 miles on the odometer. A 30% depreciation fee will be charged.

3. Who is responsible for the return shipping costs?

If the return is due to a product defect, we will cover the shipping costs. Otherwise, the customer will be responsible for the return shipping fees.

4. How long will it take to receive my refund?

Refund processing times depend on the order status:

- Before shipment (no tracking number issued): Refunds are processed within 3-5 business days.

- After shipment (tracking number issued): Refunds will be processed within 7-10 business days once the returned items are received at our location.

5. Can I choose the delivery date or time?

Once the product has been shipped, you can get in touch with the local logistics company to arrange a delivery. Keep in mind that deliveries are usually made within just 1–2 business days after arrival, depending on the logistics company’s rules.

How to change order information?

Before your order is shipped, you can contact service@tenvelsbike.com and provide the updated information. Please note that once the order has been shipped, no further changes can be made.

Test Ride

Where can I do a test ride?

 We currently do not offer test ride locations.

 However, this is something we’re planning for the future—stay tuned!