How can customers contact DYU Ebike for support?
Customers can reach DYU Ebike by emailing service@dyucycle.com for order or after-sales questions. For brand promotions or collaborations, they can send messages to official@dyucycle.com. The response time is usually within 8 to 24 business hours, depending on the inquiry.
What should a customer do if the order confirmation email hasn’t arrived?
After successful payment, a confirmation email with the order number is sent automatically within 24 hours. If it doesn’t show up in the inbox, customers should check the spam folder. If it’s still missing, they can contact service@dyucycle.com for quick help.
Can an order be cancelled after payment?
Yes, orders can be cancelled before the shipping notification is sent. Once an order has been shipped, cancellation isn’t possible. In those cases, customers can return the package upon delivery to request a refund.
Is it possible to change the product or delivery address after ordering?
Modifications are allowed within 24 hours after receiving the order number. Customers can email service@dyucycle.com with updated details. Once the order has shipped, no changes can be made.
How long does delivery take?
Orders generally arrive within 2 to 7 business days after dispatch. For pre-orders, customers should check the product page for specific timelines. Shipping partners like FedEx, UPS, and DPD ensure reliable and timely delivery.
What is DYU Ebike’s return policy?
DYU Ebike offers a 30-day return window from the delivery date. Returned items must be unused, in their original packaging, and include all accessories. Refunds are processed after the returned parcel has been received and inspected.
Can an e-bike be returned if it has been used?
Yes, as long as the e-bike shows fewer than 10 kilometres on the display. It must also include the charger, keys, and original box. Once approved, the refund will be processed after inspecting the product.
What happens if the product arrives damaged or defective?
Customers can email service@dyucycle.com to report any damaged or faulty items. A replacement or full refund will be provided once the product has been returned and assessed.
What carriers are used for shipping DYU Ebikes?
Orders are typically shipped through trusted carriers like FedEx, UPS, or DPD. Customers will receive a tracking link via email once their parcel has been dispatched.
How are refunds processed after returning a product?
After the returned item reaches the warehouse, the refund is issued to the original payment method. Customers should keep proof of postage for tracking purposes until the refund is confirmed.