Help & FAQs

CEAYA is a premium electric bicycle brand offering mid-to-high-end e-bikes with emphasis on off-road and performance riding, minimalist design, and selected models for commuting and utility. The brand slogan is ENJOY RIDING, ENJOY LIVING.

CEAYA serves riders in Europe and the United States. Shipping times, duties, and taxes depend on destination — always refer to the current shipping policy at checkout and on our policy pages.

Currently we support Visa, MasterCard, Discover, Diners Club, American Express, Paypal. You can use Paypal to place an order quickly, or you can choose to pay by other methods after adding the order to the checkout page.

Click here to learn more detailed payment policy

Yes, we have cooperated with Klarna payment and support a variety of mainstream payment methods, such as credit cards, Paypal, American Express, etc.

Click here to learn more detailed payment methods

We handle all orders in USD. Although the content of your cart is currently shown in your selected or localized currency, you will proceed to checkout using USD at the prevailing exchange rate.

All ebikes have free shipping for a better shopping experience. If you have a coupon code, you can enter the code and get a discount. Final price depends on your discount.

• We fully understand that we can change our minds! As much as we would like to, once an order has been placed, we are currently unable to make self-service changes or cancellations. On the other hand, within 30 minutes of an order being placed you can contact our online customer service to cancel or change your order for you.
  
• Click to request a cancellation or change
  
• If the item has already been declared as shipped, then your order cannot be cancelled immediately. You can either refuse the parcel when you receive the parcel delivery notification or return the parcel after signing for it (please do not open the parcel).

We want to speak to you too!

Contact us with any questions, concerns, or feedback. We will be sure to get back to you within 12 hours. However, please note that inquiries sent on Saturday will receive a reply the following Monday, but possibly sooner.

There are 3 ways to contact us:

• Chat: button located in the lower right corner of the home page of the website;
• WhatsApp support: +8613802202041.
• Email: buyer-support@ceayabikes.com
• Working hours are Monday to Saturday, 8:00am to 18:00pm Pacific Time.

We usually prepare and ship your order within 1-3 working days. But there are two situations that may cause the delivery time to be different:

1. The product is in pre-sale status. You can find the shipping date on our description page.

2. In case of holidays, we will notify on the website banner and indicate the delivery time after the holiday. In other cases, we will notify you in advance of the reason for the delay in shipment.

We now serve customers in the US, Canada, UK, EU countries (except Malta and Cyprus). Island Address We are temporarily not accepting orders. If you are not sure whether your location can accept the order, you can consult our online customer service or send an email.

Total Delivery Time (Including Handing and Shipping)

• Standard E-bike Orders: 3–10 days
• Standard Accessories/Components Orders: 7–15 days
• Custom Components/Battery Packs: 15–25 days
• For pre-order items, please refer to the specific details provided on the respective product page.

The delivery times listed above are estimates based on historical data; please note that actual delivery times may vary.

Once your package has been dispatched, a notification email will be sent to your mailbox. Tracking links will also be attached. You can query the logistics tracking information of the order through the "Track Order" column of the ceayabikes.com website navigation.

You can contact our professional customer service staff for assistance.

When contacting us, please describe the problem in detail and send us a video or photo of the problem/fault via email attachment or chat page.
There are 3 ways to contact us:

• Online Customer Service which is available at the bottom corner of the homepage of the website;
• WhatsApp support: +8613802202041;
• Email: buyer-support@ceayabikes.com

We provide free lifetime technical support for ebike products, when ebike is out of warranty or the fault is not under warranty, we can provide original spare parts for a fee.

Bicycle theft is not covered under our warranty policy; therefore, claims regarding theft are invalid, and we are unable to provide further assistance in such cases.

Please be advised:
once a bicycle has been sold and delivered to the buyer, both ownership and usage rights transfer entirely to the buyer. The bicycle becomes the buyer's personal property, and we have no authority to intervene in the buyer's usage of the vehicle. Consequently, buyers are solely responsible for the maintenance and safekeeping of their personal bicycles. Additionally, every bicycle frame features a unique engraved identification number.

We strongly recommend that you record this identification number immediately upon receiving your bicycle and register it with your local public anti-theft system; this will greatly assist in recovering your bicycle should it ever be stolen. Alternatively, you may utilize CEAYA's complimentary frame number registration service.

Click here to learn more.

New CEAYA e-bikes are sold with a 1-2 year warranty on qualifying components subject to terms, exclusions, and registration where required. Full coverage and claim steps are listed on the official warranty page — do not rely on third-party summaries alone.

We offer a 14-day return window where applicable, in line with our return & refund policy. Conditions, restocking, and freight rules vary by region; read the policy linked in the footer before ordering.

We strongly recommend that you carefully read the bike dimension information provided in the article before placing an order.

Orders that meet the return terms can be returned by contacting customer service to request a return within the return guarantee period.

• Items must be returned within 14 days after receiving your order.
• Items must be returned in the same condition in which they were received, be unworn/unused, have any tags still attached, and include all the original packaging.

Click here to learn more about our return policy.

Refunds are processed within 7 days from when we receive the item(s).