FAQS
Ordering & Shipping
1. 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.
2. What if I want to modify or cancel my order?
Please email us at support@velowavebikes.com or message us on Facebook so that we can get 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.
3. When will my order ship and which shipping carrier will be used?
Your order will be processed and shipped within 2 working days, normally. We use FedEx Ground as the primary mode of transportation.
4. 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. For additional information, please visit the page on warranty and return policy.
5. Where are your warehouses?
Velowave's warehouses are located in California, USA. Soon, our warehouses will cover more cities across the United States.
Product
1. How long does an electric bike battery last?
The lifespan of an electric bike battery typically ranges from 500 to 1,000 charge cycles, which translates to 3 to 5 years of regular use. To extend battery life, it's important to avoid overcharging, avoid letting the battery drain completely each time, and store it in a cool, dry place when not in use. Keeping the battery charged between 20% and 80% can significantly help maintain its long-term health.
2. How far can I ride on a single electric bike battery charge?
Velowave ebikes typically offer a riding range of 40 to 120 miles per charge, depending on the specific model and battery capacity. The exact mileage can vary based on several factors, including terrain, rider weight, assist level, and even weather conditions. Whether you're commuting across the city or cruising on a weekend trail, Velowave offers options to match your distance needs.
3. What is an electric mountain bike?
An electric mountain bike (often called an e-MTB) is built for trails and rugged terrain, combining a sturdy frame with a motor and battery for extra power and range. If you're looking for a great option, the Velowave Forest XM offers strong performance, long range, and full suspension—perfect for off-road adventures.
4. What are the 3 classes of electric bikes?
Class 1: These bikes provide pedal-assist only, meaning the motor kicks in while you pedal, up to a maximum speed of 20 mph.
Class 2: Similar to Class 1, but these bikes also have a throttle that can power the bike without pedaling, also up to 20 mph.
Class 3: These bikes provide both pedal-assist and throttle, and can go up to 28 mph, making them ideal for faster commuting.
All Velowave bikes, except the Prado S, Pony, Ghost, and Swift, fall under Class 3.
5. Can I ride my e-bike in the rain?
Yes, you can ride your Velowave e-bike in the rain. All Velowave bikes are equipped with IPX6-rated batteries which makes them well-suited for wet weather riding. However, we still recommend avoiding deep puddles and minimizing prolonged exposure to heavy rain. After riding in wet conditions, be sure to dry your bike thoroughly to keep it in top shape.
Other
1. Do we need to assemble the ebike by ourselves?
Yes, you may need to complete some basic assembly. Don't worry about this because we provide an instruction manual, video, and customer support.
2. How can I find a Velowave electric bicycle shop near me?
To find a Velowave shop or authorized dealer near you, simply visit our dealer map on our website. You can easily search by your location to find the nearest store that carries Velowave bikes, where you can test ride models and get expert advice.
3. How can I sign up for a test ride?
To sign up for a test ride, simply visit our test ride page and complete the form with your details. You'll be able to choose the nearest location and schedule a time that works best for you. We look forward to helping you experience the ride!
4. How to apply to become a test ride spot?
We welcome applications from local bike shops, rental businesses, and e-bike enthusiasts who are passionate about promoting e-mobility and providing excellent customer experiences. Simply fill out our online application form, providing basic information about your location, some photos and so on.
