FAQ

1. 📦 Shipping & Delivery

• Q1: What is the estimated shipping time?

  • Answer: Orders are typically processed within 1–2 business days. Once shipped, delivery takes approximately 3 to 7 business days via UPS, DPD, or our local carrier partners. You will receive a tracking link via email as soon as your order leaves our warehouse.

• Q2: How can I track my order?

  • Answer: Once your order has been dispatched, we will send you a shipping confirmation email containing your carrier tracking number. You can also track your package directly on our Order Tracking Page.

• Q3: Do you ship internationally?

  • Answer: We currently ship to most countries in Europe and select international destinations. Shipping availability and fees will be calculated at checkout based on your delivery address.

2. 🔄 Returns & Refunds

• Q4: What is your return policy?

  • Answer: We offer a 7-day return policy with no reason required, provided the item is unused, in its original condition, and in its original packaging. Please contact our support team before sending any items back to initiate the return process.

• Q5: Who pays for the return shipping costs?

  • Answer: For non-quality-related returns, customers are responsible for the return shipping costs. If the return is due to a product defect or shipping error on our part, Cysum will cover all return shipping fees.

• Q6: How long does it take to receive my refund?

  • Answer: Once we receive and inspect your returned item, we will process your refund within 3 to 5 business days. The refund will be automatically credited to your original payment method.

3. 🚲 Product & Warranty 

• Q7: What warranty do Cysum products come with?

  • Answer: All Cysum e-bikes come with a 1-year limited warranty covering major components including the frame, motor, battery, and controller against manufacturing defects.

• Q8: How do I assemble my Cysum e-bike after receiving it?

  • Answer: Cysum e-bikes arrive 85% pre-assembled. Each bike includes a detailed user manual and basic assembly tools. You can also watch our step-by-step video guide on our website/YouTube channel.

4. 💳 Orders & Payment

• Q9: What payment methods do you accept?

  • Answer: We accept major credit/debit cards (Visa, MasterCard, American Express), PayPal, Apple Pay, and Klarna (where available).

• Q10: Can I cancel or modify my order after placing it?

  • Answer: We process orders very quickly. If you need to change or cancel your order, please contact us through the customer service department of the channel you purchased from as soon as possible. Once an order has been shipped, it cannot be cancelled and must follow our standard return process.

5. 🛠️ Need Further Help?

Still have questions?

Our support team is here to help!

📧 Email:customer@cysum.com