Welcome to CEAYA Ebike Store

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Free Shipping & Duty Free On All Ebike

Help & FAQs

Here you can find answers to some common questions, if they are not successful in solving your problem, you are welcome to contact our online customer service, we will be happy to help you!

Help Topics



What payment methods do you support?

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.


What is the final price and shipping cost?

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.

Can I cancel my order?

  • 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).

What if I want to speak to someone?

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.


What if I have placed an order and it has not been shipped within 3 days?

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.

What countries do you ship to?

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.

How long will it take to receive my order?

Standard shipping normally takes 3-5 days. Next day shipping is available on all domestic orders (for an additional charge). International shipping times depend on the products and destination (estimated at checkout).

How to track my order?

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.

After-Sales Service

How do I get support when there is a fault or problem with an item?

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

How can I get after-sales service support when the product is out of warranty?

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.

Returns and Refunds

How do I return a product?

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.

How long will it take to receive my refund?

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

Send an email to let us know how we can help you. Service Hours: 9:00 AM-18:00 PM (PST) Monday to Firday

Still looking for answers?

If the answers you're looking for aren't in our FAQ, please send us an email by completing the form below.

Tips:If you provide us your WhatsApp contact information, we will arrange for technical customer service to contact you. This will allow us to solve your problem more efficiently.

Note: If your claim is for a return or exchange, please click here.