Velowave Frequently Asked Questions
Have a question about an order or your e-bike? We have compiled resources to help you find the answers you need.
Unable to find what you're looking for? Contact us via our live chat in the bottom right corner and we will gladly assist you!
Why didn't I receive an order confirmation？And how can I get my order confirmation email resent?
If you did not receive a confirmation email, make sure to check your spam folder (and also the “Promotions” tab in Gmail). If you still can’t find it, a copy of your order is accessible on our site by clicking "Order Status" in the upper right hand corner. If you've created an account, an entire order history is available by signing in to "My Account." If you have any questions or would still prefer an email, please contact us at support@velowavebikes.com to request that your invoice be resent.
What if I want to modify or cancel my order?
Please email us at support@velowavebikes.com or message our Facebook so that we can come back to you as soon as possible. We try to process orders quickly so that you can receive your order in as little time as possible. Our warehouse could begin routing, boxing, and shipping your order within 2 working days of it being placed. Contact us as soon as possible so that we can modify your order before it has been packaged and shipped. For more details, please check the warranty and return policy
When my order ship and by which shipping carrier？
Your order will be processed and shipped within 2 working days normally. We have Fedex Ground as the primary mode of transportation.
Do we need to assemble the Bike by ourselves?
Yes, you may need to complete some basic assembly. Don’t worry about this because we provide instruction manual, video and custom support for our customer.
What if the electric bike I received was damaged during transportation?
Please contact us as soon as possible. Check our warranty and return policy for more details. Please check more details at page of warranty and return policy.
Where are your warehouses?
Velowave’s warehouses are located in California USA. Soon, our warehouses will cover more cities across the United States.