Have a question that’s not urgent? Fill out the form below and a member of our team will get back to you via email within 1 business day.
Response Time: 24 hours (Monday – Friday)
FREQUENTLY ASKED QUESTIONS
Great question! Once your order is placed, it typically takes 1-3 business days to process and pack your bike (we hand-check each one before it goes out!). After that, shipping times depend on your location:
East Coast (US): 3-5 business days
Central (US): 4-6 business days
West Coast (US): 5-7 business days
Your ebike will be delivered by a major carrier (like FedEx or UPS) in a large box. The box is heavy (70-80 lbs), so we recommend having a friend nearby to help you bring it inside. You will not need to sign for it unless you specifically request "Signature Required" by contacting us after your purchase.
We want to make getting on the road as easy as possible. Your EMX ebike arrives approximately 85% assembled. The major components like the motor, battery, wiring, and drivetrain are already installed. You will need to:
Install the front wheel.
Attach the handlebars and tighten the stem.
Inflate the tires.
Attach the pedals (remember: left pedal is reverse threaded!).
Charge the battery fully (4-6 hours for the first charge).
We include all necessary tools in the box, and we have a step-by-step video assembly guide on our YouTube channel and Support page. The average person takes about 30-45 minutes to complete the setup.
Absolutely. We want you to love your ride. If for any reason you are not satisfied, we offer a 30-Day Risk-Free Return Policy.
Window: You have 30 days from the date of delivery to initiate a return.
Condition: The bike must be in its original condition, with less than 20 miles on the odometer, and no signs of damage or abuse. It must be returned in the original packaging (or equivalent safe packaging).
Process: Contact our support team to get a Return Merchandise Authorization (RMA) number. Returns without an RMA will not be accepted.
Cost: The customer is responsible for return shipping costs, and a 15% restocking fee may apply. However, if the return is due to a defect on our part, we cover everything.
We completely understand the hesitation to buy a bike sight unseen! While we are primarily an online business, we are expanding our "Experience Zones."
Currently, we offer two ways to "test ride":
Pop-Up Events: We host monthly group rides and demo days in [Major City, e.g., Austin, TX] and [Major City, e.g., San Diego, CA]. Follow us on Instagram @emxcentrals to see when we are coming to a trail near you.
Virtual Ride Consultations: Can't make it to an event? Schedule a 15-minute video call with one of our product experts. We will walk you around the bike, start the motor, explain the torque, and show you the sizing. While it's not the same as riding, it helps bridge the gap.
Neighborhood Ambassador Program: We are building a network of existing customers who are happy to let you see the bike in person. If you are in an area with an ambassador, we can connect you (subject to their availability).
Don't worry, we've got you covered. We maintain a robust inventory of spare parts in our US warehouse.
Warranty Claims: If your bike is within the warranty period (2 years for electronics, 1 year for components), and the part is deemed defective by our team, we will send a replacement part free of charge.
Wear and Tear: Items like brake pads, tires, and chains are considered consumables. If you need replacements due to regular wear, you can purchase them directly from our "Parts & Accessories" section of the website.
Technical Help: If you aren't sure what part you need, or how to install it, send us a video of the issue via our contact form. We will diagnose it and either send you a how-to video or, if you are local, you can book an appointment at our service center.
