FAQS
1.HOW TO GET SUPPORT FROM US (THE FASTEST WAY)
1.Take a video showcasing the key issue faced
2.Send it to - [email protected] or whatsapp:+8615272630127
3.Our technical team will be evaluating and assisting you with your issue faced within 24-48 hours.
4.In your email and video, try to be as descriptive as possible to prevent unnecessary back and forth communication and to help our team be more precise when diagnosing the issue for you.
For example, if you are hearing a weird sound coming out of the tires, the video should consist of the "sound" that is being experienced. In your email, you should also include your order ID (Eg. FD) and model so that we can acquire details of your order as quickly as possible.
Our technical team normally responds within 24-48 hours, excluding weekends. We do try our best to assist you in every way possible and seek your kind understanding on this.
2.Why is my order not shipped yet?
1.The order of the day will be shipped within 36 hours,we will send you a confirmation email to track the status of your order.
2.You can use the tracking number in the email to check the shipping status at any time.
3.If you have not received the email with the tracking number for more than 36 hours, please contact [email protected]
4.When you purchase the pre-order products, the actual delivery time is subject to the estimated delivery date.
3.In which countries/regions can I buy?
Orders purchased on our official website are currently only supported for delivery to the following countries/regions:
1.EUROPE,Outlying islands cannot be delivered.
2.UNITED KINGDOM,Except Isle of Man,Belfast,Jersey,Guernsey.
3.UNITED STATES,All states except Alaska and Hawaii.
4.Why have I not received my package?
Affected by the COVID-19 EPIDEMIC, the delivery time of the local logistics company and the expected deviation, if the address is in a remote suburban or rural area, there will be delays.please understand.
The delivery time given to us by the logistics company is as follows:
Europe Countries 4~8 Business days
United Kingdom 2~5 Business days
United States 3~5 Business days
Accessories from China 8~20 Business days
If your package has not been received after the time has passed, please contact the logistics company and [email protected] directly.
5.What payment methods can I use?
Our website accepts the Paypal, Debit & Credit Card.
We still do not support check or installment checkout methods, but will open in the future.
6.Why can't I make a payment successfully?
Please note that your credit card or Paypal settings must have USD settlement. Common payment errors are as follows:
1.Credit card payment failed, the code 80010: Transaction Do Not Honour is displayed
The buyer set a limit on the amount of online purchases, so the payment failed.
Please check your credit card and lift the overseas spending restrictions.
2.Credit card payment failed, the code 80090: Cannot Start 3D Authorized Service is displayed
Consumers have not turned on 3D verification services.
Don't be nervous about the first failure, you can try again or change a credit card.
For security, consumers need to contact the bank to verify your identity and confirm that it is your own consumption.
3.PayPal payment failed, we don’t support Paypal credit
Please choose to use PayPal account balance, bind debit card, credit card to pay.
7.Do I need to pay customs duties or shipping fees?
For all the available shipping region ,
there willn't was further tax requirement,
the product price has included the shipping and the tax.
Affected by the Brexit trade policy, the transportation of electric bikes to the UK currently requires an 8% shipping fee.
The shipping cost for accessories from China is 5~30EUR.
8.Can I cancel an order for personal reasons?
Sure, your order can be cancell before the goods are dispatched.
1.If you haven't received the shipping notification, you can cancel or modify this order by contacting our customer service by email. Our customer service will help you cancel or modify the order within 24 hours after receiving your email.
2.If you have received the shipping notification, please note that we cannot cancel or modify orders anymore. Therefore, please wait for your package to arrive and you may either keep it or contact us to return to a refund.
9.How do I know that the order has been successfully placed?
When your payment is successful, you will automatically receive an order confirmation email in the mailbox you left, containing the order number with "FD".
If you still fail to receive it within 24 hours after the payment is successful, please contact [email protected] for help.
10.Can I change the order product/information?
Of course, but only before the order is shipped, usually within 24 hours after you get the order number,
you can send a request to [email protected] or whatsapp:+8613277160850 to change the product or shipping information, and we will help you change it immediately.
11.What's the difference between an electric scooter and electric bike?
1. Compared with scooter, the wheels of electric bikes are bigger, and it's very comfortable to ride with seats
2. The electric bicycle has pedals and can also choose boost mode, which can greatly increase the range
3. E-Bike can also use the pedal to continue to reach its destination after running out of electricity, so it is not necessary to ask for help on the road or have to change to other means of transportation
12. Why should I get an electric bike?
Yes, there are a lot of advantages to have a bike.
Fuel savings: One of the significant advantages of the electric bike is substantial for the pocket of the final consumer: the considerable savings in gasoline.
Extremely Convenient: Get from Point A to Point B fast, no more waiting for the bus, waiting for the taxi. Simply unfold your bike and you are ready to go.
Ecology and respect for the environment: Every time we use an electric bike we are contributing our bit to that ecological spirit that should be present in our daily lives.
13. Where to get my e-bike fixed if I live in Europe?
Fiido provides a reliable warranty that is processed in the most hassle-free way possible, we built an after sales service center in case of there are any warranty problems.
14. What should I pay attention to while riding a bike?
Good day. Safety first, you should wear a helmet while start riding it and be ware of the local weather, then watch for the hazards on the road, never forget to lock up your bike after a ride.
15.What can I do with this bike?
Hi there, e-bike is a great invention for modern life, with its help you could spend less time not only on commuting, but also going out for a riders gathering/go to school/meet your friend and whatever you need to do on foot, now you can do it with this bike.
16. Can your e-bike be folded?
The ebike is a completely foldable electric bike. The folding process is done in 3 seconds.
1.Take a video showcasing the key issue faced
2.Send it to - [email protected] or whatsapp:+8615272630127
3.Our technical team will be evaluating and assisting you with your issue faced within 24-48 hours.
4.In your email and video, try to be as descriptive as possible to prevent unnecessary back and forth communication and to help our team be more precise when diagnosing the issue for you.
For example, if you are hearing a weird sound coming out of the tires, the video should consist of the "sound" that is being experienced. In your email, you should also include your order ID (Eg. FD) and model so that we can acquire details of your order as quickly as possible.
Our technical team normally responds within 24-48 hours, excluding weekends. We do try our best to assist you in every way possible and seek your kind understanding on this.
2.Why is my order not shipped yet?
1.The order of the day will be shipped within 36 hours,we will send you a confirmation email to track the status of your order.
2.You can use the tracking number in the email to check the shipping status at any time.
3.If you have not received the email with the tracking number for more than 36 hours, please contact [email protected]
4.When you purchase the pre-order products, the actual delivery time is subject to the estimated delivery date.
3.In which countries/regions can I buy?
Orders purchased on our official website are currently only supported for delivery to the following countries/regions:
1.EUROPE,Outlying islands cannot be delivered.
2.UNITED KINGDOM,Except Isle of Man,Belfast,Jersey,Guernsey.
3.UNITED STATES,All states except Alaska and Hawaii.
4.Why have I not received my package?
Affected by the COVID-19 EPIDEMIC, the delivery time of the local logistics company and the expected deviation, if the address is in a remote suburban or rural area, there will be delays.please understand.
The delivery time given to us by the logistics company is as follows:
Europe Countries 4~8 Business days
United Kingdom 2~5 Business days
United States 3~5 Business days
Accessories from China 8~20 Business days
If your package has not been received after the time has passed, please contact the logistics company and [email protected] directly.
5.What payment methods can I use?
Our website accepts the Paypal, Debit & Credit Card.
We still do not support check or installment checkout methods, but will open in the future.
6.Why can't I make a payment successfully?
Please note that your credit card or Paypal settings must have USD settlement. Common payment errors are as follows:
1.Credit card payment failed, the code 80010: Transaction Do Not Honour is displayed
The buyer set a limit on the amount of online purchases, so the payment failed.
Please check your credit card and lift the overseas spending restrictions.
2.Credit card payment failed, the code 80090: Cannot Start 3D Authorized Service is displayed
Consumers have not turned on 3D verification services.
Don't be nervous about the first failure, you can try again or change a credit card.
For security, consumers need to contact the bank to verify your identity and confirm that it is your own consumption.
3.PayPal payment failed, we don’t support Paypal credit
Please choose to use PayPal account balance, bind debit card, credit card to pay.
7.Do I need to pay customs duties or shipping fees?
For all the available shipping region ,
there willn't was further tax requirement,
the product price has included the shipping and the tax.
Affected by the Brexit trade policy, the transportation of electric bikes to the UK currently requires an 8% shipping fee.
The shipping cost for accessories from China is 5~30EUR.
8.Can I cancel an order for personal reasons?
Sure, your order can be cancell before the goods are dispatched.
1.If you haven't received the shipping notification, you can cancel or modify this order by contacting our customer service by email. Our customer service will help you cancel or modify the order within 24 hours after receiving your email.
2.If you have received the shipping notification, please note that we cannot cancel or modify orders anymore. Therefore, please wait for your package to arrive and you may either keep it or contact us to return to a refund.
9.How do I know that the order has been successfully placed?
When your payment is successful, you will automatically receive an order confirmation email in the mailbox you left, containing the order number with "FD".
If you still fail to receive it within 24 hours after the payment is successful, please contact [email protected] for help.
10.Can I change the order product/information?
Of course, but only before the order is shipped, usually within 24 hours after you get the order number,
you can send a request to [email protected] or whatsapp:+8613277160850 to change the product or shipping information, and we will help you change it immediately.
11.What's the difference between an electric scooter and electric bike?
1. Compared with scooter, the wheels of electric bikes are bigger, and it's very comfortable to ride with seats
2. The electric bicycle has pedals and can also choose boost mode, which can greatly increase the range
3. E-Bike can also use the pedal to continue to reach its destination after running out of electricity, so it is not necessary to ask for help on the road or have to change to other means of transportation
12. Why should I get an electric bike?
Yes, there are a lot of advantages to have a bike.
Fuel savings: One of the significant advantages of the electric bike is substantial for the pocket of the final consumer: the considerable savings in gasoline.
Extremely Convenient: Get from Point A to Point B fast, no more waiting for the bus, waiting for the taxi. Simply unfold your bike and you are ready to go.
Ecology and respect for the environment: Every time we use an electric bike we are contributing our bit to that ecological spirit that should be present in our daily lives.
13. Where to get my e-bike fixed if I live in Europe?
Fiido provides a reliable warranty that is processed in the most hassle-free way possible, we built an after sales service center in case of there are any warranty problems.
14. What should I pay attention to while riding a bike?
Good day. Safety first, you should wear a helmet while start riding it and be ware of the local weather, then watch for the hazards on the road, never forget to lock up your bike after a ride.
15.What can I do with this bike?
Hi there, e-bike is a great invention for modern life, with its help you could spend less time not only on commuting, but also going out for a riders gathering/go to school/meet your friend and whatever you need to do on foot, now you can do it with this bike.
16. Can your e-bike be folded?
The ebike is a completely foldable electric bike. The folding process is done in 3 seconds.