We provide a 2-year warranty on Velowave electric bikes frame.
A 1-year warranty on all electronic parts (including battery, motor, controller, display, lights)
Apart from manufacturing defects that could be present, parts that wear due to normal use (such as tires, brake pads, chains, etc) are not included in the warranty but may be replaced on a case-by-case basis within the first 60 days. We shall not be liable if you install, operate, clean, or maintain your ebike without following the owners' manual instructions. Misuse, abuse, alteration, and natural disasters are not included in this warranty.
Note: No official warranty is provided for used e-bikes.
1. ORDER CANCELLATION
For all orders (including pre-orders), your credit/debit card will be charged immediately. There will be no delay in payment collection, regardless of when the item is expected to ship.
BEFORE SHIPMENT: We will cancel the order for free, but we cannot guarantee your order cancellation request will reach the shipping warehouse in time to stop your shipment, so please notify us as early as possible of your cancellation request.
AFTER SHIPMENT: Requests to cancel an order or reject a package after shipment will incur a processing fee of 10% of the purchase price.
The customer needs to email Velowave’s customer service team regarding any order cancellation. Once an order cancellation request has been approved, Velowave will email the customer a cancellation notification email. The customer shall not send a return package to Velowave without receiving notification. Velowave will reject all shipments that are not scheduled to arrive, and the customer is responsible for any related fee or loss.
2. EXCHANGE & RETURN
Customers may return the product due to serious shipping damage (affecting the use of functions) or missing parts. For us to better understand the problem and solve it effectively, photos and / or videos are REQUIRED as evidence.
*Definition of critically-damaged items: the main structure of the product is obviously deformed and affects its normal functions in any form.
Note: the following situations will be seen as normal and will not apply to the free replacement or refund policy:
- Minor damage to the outer packaging.
- Minor scratches or paint loss on the product.
- Damage to parts or wearing parts after excessive use.
- Damage to parts or wearing parts after using for a certain while or a certain number of times.
- If an item is missing: we will resend the missing item/accessory for free.
- If we have shipped the wrong item: we will either refund you in full or dispatch an alternative item (if applicable and available). Velowave will decide whether you need to return the wrong product or not and compensate you the return shipping fee when we receive it.
- If the product is damaged in transit: please contact us first at email@example.com.
14 DAYS RETURNS
For e-bike products: We allow you to return any item in new and unused condition within 14 days of receipt for a refund with no restocking fee, minus $200 shipping fee ($200/item deducted from refund). The customer is responsible for arranging and paying any charges for return shipping, which may vary depending on the shipping company selected. For customers who want to return the product for their own reasons, Velowave will not bear the shipping cost of returning the package.
Returns of used items. Any items returned in a used condition may be returned within 14 days. However, there is a return shipping fee of $200 per item and a restocking fee of fifty percent (50%) of the purchase price (both deducted from refund), in addition, the customer is responsible for arranging and paying any charges for return shipping, which may vary depending on the shipping company selected. For customers who want to return the product for their own reasons, Velowave will not bear the shipping cost of returning the package.
To be eligible for a return, the customer must meet the terms instructed below:
- Must be in like-new condition and free from dirt, dust, or fragrances
- Must be in the original packaging (all cardboard and foam) and condition that you received it
- Must include all items that were included inside the box (charger, keys, hardware, etc.)
- The ebike must be under ten (10) miles on the odometer
For accessories products: any returned accessory or replacement part must be unused, free of wear and tear, dirt, dust, fragrance, or other signs of use. It must be sealed and unopened in the same packaging and condition you received it. We will charge $20 for return shipping ($20/item will be deducted from the refund). The customer is responsible for arranging and paying for return shipping, which may vary depending on the carrier selected.
Please notice: if a customer decided to arrange the return shipment by himself and the request has been confirmed by Velowave’s customer service team, it is the customer’s responsibility to ensure the safety of the shipping and the success of the return. The customer must choose the signature confirmation service for the shipment, and we highly recommend adding additional shipping insurance for the return package. Velowave will not be responsible for any damage, loss, or other accident to the shipment arranged by the customer.
- For an ebike that has been delivered for more than 14 days or used for more than 10 miles, we do not accept returns anymore and follow our warranty policy.
- Used Products, batteries, special orders, sale items, and gifted orders shall not be returnable except in extreme cases of breakage/malfunction covered by our warranty, and then only after receipt of our approval for the return.
Please understand that any item returned with an order that used a discount code will have the entire discount code value subtracted from the refund value, whether you return one ebike or multiple ebike. Once our warehouse has received the returned product(s) and checked to confirm it meets our return condition, we will deduct any applicable fee and send the remaining refund according to the customer's original payment method. We will refund within 3 business days.
Customers are encouraged to check with their credit card company and/or bank if the refund has not been posted to their account within three days of being issued. Delays may occur due to the different fund transfer procedures in different financial institutions. Please contact us at firstname.lastname@example.org if the customer has not received the refund after ten business days.
We provide shipping via FedEx Ground delivery. We offer free delivery for all accessories. However, there will be a delivery fee for bikes. Shipping for bikes may vary depending on the shipping address. Orders will be shipped within 2 business days (excluding weekends and holidays) and may take anywhere from 3-7 business days for delivery, depending on FedEx.
|Destination||Shipping Method||Shipping Time||Cost|
|Maine, Vermont, New Hampshire, Massachusetts, Connecticut, Rhode Island, New York, Pennsylvania, District of Columbia, New Jersey, North Dakota, South Dakota, Nebraska, Kansas, Minnesota, Iowa, Wisconsin, Illinois, Missouri, Indiana, Ohio, Michigan, Oklahoma, Texas, West Virginia, Virginia, Delaware, Kentucky, Tennessee, North Carolina, South Carolina, Georgia, Alabama, Mississippi, Florida, Louisiana, Arkansas, Maryland, Arizona, Montana, Idaho, Wyoming, Colorado, Utah, Nevada, Oregon, Washington, New Mexico Street, California||Standard Shipping||
Ship from domestic warehouse:
3-7 business days
Ship from overseas warehouse:
7-15 business days
Accessories & Parts: Cost $8,
FREE shipping on orders over $120
|Alaska, Hawaii||UPS® Ground||7-15 Bussines Days||$750|
|UPS 2nd Day Air®||2 Business Days||$800|
|American Samoa, Micronesia, Guam, Marshall, Islands, Northern Mariana Islands, Palau, Puerto Rico, U.S. Virgin Islands, Armed Forces Americas, Armed Forces Europe, Armed Forces Pacific||No Delivery|
Due to COVID-19, the shipping efficiency of transportation is not stable. If you have other requirement, please contact our customer service about more details, we are happy to help you.
You will receive a confirmation email after placing your order letting you know that it was successfully received and is processing. (If you don't find the confirmation email in your inbox, please check your spam or junk folder.)
You will receive an email with tracking information once your order leaves our fulfillment center.
Please note we provide FedEx Ground regular service and FedEx Ground with signature service. Please note that the FedEx Ground regular service will usually leave the shipment at the recipient's door. The FedEx Ground with signature service requires recipient to sign for it, and if there is no sign, it will be returned directly. Please consider which service is suitable for your needs. You are free to choose between these two services, but delivery results depend on FedEx.
Our warehouses are located in California, USA. Orders typically ship within 2 working days and take 3-7 business days to reach the customer. You can also check our return and warranty policy for more after-sale details.
TRACK YOUR ORDER:
A shipping confirmation email will be sent to the email address attached to your order once the order has shipped. You can also log into your account on our website to check the order status. Or contact our support team via email at email@example.com.
Front Hydraulic Suspension Fork
Make the ride more stable, more comfortable, and easier to control. It avoids excessive vibrations that could cause hands to leave the handlebars for increased safety.
All Terrains Kenda Fat Tire
Kenda 26"*4.0" Fat Tire, non-slip, wear-resistant, suitable for snow, sand, and various terrains. Fat tires provide a smooth ride over rough terrain
Shimano 8-Speed Drivetrain
The Shimano 8-speed drivetrain offers smooth shifting to help you adjust your riding speed for different sections and conditions.
The bright 48V 10W LED Light provides a safer and more enjoyable environment for night riding. Easy riding day and night.
Multifunctional Color Display
Provides assist level, battery indicator, ride speed, and mileage data. The front and rear hydraulic disc brake system is very smooth and can exert a good braking effect in any condition.
Comfortable Wide Saddle
We focus on details, and for a more comfortable riding experience, we choose a widened and enlarged comfortable seat pad.
|Frame Size||Standard (inch)|
|Head Tube Length||6.9"|
|Seat Tube Length||17.7"|
|Seat Height Min/Max||34.2"/42.7"|
What is in the box
Rear Reflector x 1
This is the 3rd Velowave bike I own and find the order process, customer service and bikes themselves top notch! The Ranger bike purchased 3 years ago is going strong and is a beast on the trails. My wife has the Prado which makes riding together anywhere great fun. Both bikes have been outfitted with the rack and fender options which is a must. I purchased the Grace for more of an upright ride for cruising. Not disappointed at all and pleasantly surprised with the torque sensing for assistance. This system is a great advancement allowing for good control in congested areas and beach riding. As soon as the rack and fender options are available, they will be added to the bike for what I feel will be the best bike. Strongly recommend purchasing any of the Velowave bikes, you will not be disappointed.
I was hoping for a nice, smooth, powerful, well built bike with good customer support. I got all of that with my Grace. The torque sensor makes it very smooth and the build quality is awesome. Packing was good as well. Arrived in good shape. Looking forward to putting on a lot of miles this summer while camping and just local riding in town. Well done Velowave!!!!
I bought this Grace bike during the pre-Christmas 2022 Black Friday Sale. I hadn't ridden a bike in years, but went 25 on my first ride effortlessly. So far I've put 130 miles on my Grace bike, even though it's been winter, and I've gotten caught in the snow a couple of times. I haven't ridden in temperatures above 40 degrees F yet. (I bought a battery wrap to make these temps a little easier on the battery, and it also keeps the battery compartment dry in wet weather. I'm a pretty big guy, but that doesn't seem to have a big impact on battery life or performance. It's smooth and stable and climbs hills like it's nothing. More importantly, those hydraulic disc brakes stop on a dime going back down those hills. It's big bike, but still very manageable. It's also very good looking, and I've actually gotten some compliments on it from other riders. I'm very happy with this purchase and looking forward to many more longer, warmer rides over the coming months.
It's all and more thanIt's all and more than I expected. Climbs hills extremely well.
This bike is absolutely gorgeous!! Best bang for your buck and totally worth it!!
They perform as expected. Build quality seems very good, only a few minor tweaks to the brakes were necessary. Assembly is very easy, with minimal effort.
Easy installation, simple operation.
Works like its supposed to. Would recommend it to everyone but for people that need the seat to be low this might not work for them.
I love everything about this bike, very comfortable. Above all their customer service is excellent. After the new ebike arrives, the brake pads need to be adjusted.
Love it! Great comfort, power and ease of the variable assist.