FAQ's
Welcome to our FAQ, we are so happy to have you here and as a client.
We have tried to answer the most common questions.
Shipping & Returns
Below are some common questions about shipping, returns, and exchanges
What's the shipping time?
The escooter & ebike will be shipped from our warehouse in USA, and the delivery time is about 3-5 business days.
The accessories will be shipped from China, and delivery time is about 5-8 business days.
Why hasn't my tracking info updated?
For accessories: Tracking will update once the shipment arrives in the USA from China. Delivery takes about 8 business days.
For escooter & ebike: If it’s a weekday and you still have no tracking after 3 business days, please contact us.
How do I change my shipping address?
You can update your shipping address before your order ships. Once it has been shipped, the address can no longer be changed.
If you need to update your address, please email the correct details to sales02@zond-tech.com as soon as possible.
What is the return period?
We offer a 30-day return. Please visit our refund policy page for more details.
Who pays for return shipping?
- If the return is due to a manufacturing defect, damage during transit, or our error, we cover the return shipping costs.
- If the return is for non-defective reasons (e.g., change of mind), the customer is responsible for return shipping fees.
When will I receive my refund?
(1) PayPal account refund: Up to 48 hours.
(2) Credit card refund: 7-14 business days.
(3) We do not offer refunds after the order has been shipped.
Orders
Below are some of are common questions about orders
Can I cancel my order ?
Customer can only request an order cancellation before the package shipped.
Why can't I place an order?
We only support payments via PayPal or other third-party payment methods now. Kindly see our payment policy for more details. If this still doesn't work, you can contact us and we will create a separate payment link for you.
Can my order be expedited for delivery?
Sorry, we are unable to arrange expedited shipping. If you need the item as a gift, please allow 5-7 days for delivery.
I can’t find my order. What should I do?
Kindly confirm that you placed your order through the official stores. Provide your order details and screenshots for us to assist you quickly.
Products
Below are some common questions about our products
What is your warranty policy?
E-bikes & E-scooter include a 1-year warranty, and accessories include a 3-month warranty. For full details, please check our Warranty Policy.
Could I drive it in rainy days?
Although the scooter & bike has IPX5 / IP54 waterproof grade and we don't recommend to ride it in heavy rainy or snowy conditions cause it's gonna be very dangerous to the rider as well as the battery and electronic units.
Do I need to charge when I receive it?
Yes, you must charge it before you ride it cause the battery is discharging and leaking by itself even without power on.
How can I contact customer support?
You can reach us through:
- via the website's chat window
- E-mail: sales02@zond-tech.com
- WhatsApp/Cell: 0086 18675590968 (Leon)