FAQ's

To ensure your order is delivered promptly and safely, we cooperate with international carriers such as FedEx, UPS, USPS, China Post, YunExpress, etc. to provide fulfillment services such as air freight, ground express, and Home Delivery. Currently we only cooperate with international logistics operators and do not support customer-specified shipping methods.

Within our shipping coverage, we only offer shipping to the lower 48 states in the United States. And we DO NOT ship to PO BOXES or APO nor AK, HI, PR,VI,GU. We currently offer Free Standard Shipping on all orders. For some locations that are not covered by free shipping (if possible), we may not deliver or need to pay additional shipping rates.

We do our best to ship your orders from our warehouses as quickly as possible. Unless otherwise stated on the product page, orders typically ship within 1-2 business days. Please allow 3~7 business days for your shipment to reach your address. Generally, all orders are usually delivered within 3-9 days, but sometimes it may take longer. Shipping time might vary depending on location, shipment method and other factors.

According to your country's tax policy, imported international goods must be subject to customs duties, sales tax or VAT.

• Duties and import taxes: We offer Delivered duty paid (DDP) delivery for all orders from countries within our delivery range. The seller is responsible for any import charges incurred when the goods cross borders, which includes shipping costs, duties and import taxes (if any). We do not charge customers additional customs duties and import taxes (if any), and product prices and shipping costs do not include customs duties and import taxes (if any).
• Sales tax or VAT: For all orders, due to sales tax requirements for certain special categories or cross-border goods, due to different tax rates in each state, we do not charge sales tax and shipping costs are not taxable.

Your 100% satisfaction is important for us. We offer a 30 days return policy, , which means you have 30 days from the day you receive your item to request a return, exchange, or refund.

To be eligible for return, your item must be in an unshipped state or in the same state as when it was received (unused, unworn, labeled and in the original packaging, and a receipt or proof of purchase is also required ).

If a item gets damaged or was faulty upon a delivery,and we offer 100% refund.the charge for the shipment should be paid by the buyer if there is nothing wrong with items quality.

For returns, please enter the Returns Center to submit a request or send an email to service@ancheer.shop with the subject 'Order number+Returns' and include your order number, email, name and the reason for the return. Seller will provide the customer with instructions where to send returned goods. Customers are strongly recommended to get proof of postage when returning goods to avoid "lost packages" situations.

Please note that all returns must be made within 30 days of order delivery. Before returning any items, please contact us and get our written approval. Items returned to us without prior request will not be accepted.

When returned item is received and inspected, customer receives a confirmation email, notifying about the status of the refund. If the refund is approved, then it will be processed and a credit will automatically be applied to customer's credit card or original payment method shortly after.

For details, please refer to our return policy: https://www.ancheer.shop/pages/return-and-refund-policy

Customers can cancel the order at any time before delivery. However, once the order is shipped, it cannot be cancelled, changed or refunded. After receiving the package, our return policy will take effect. All orders that are older than 24 hours or have been shipped must comply with the return policy in order to be refunded.

If you need a refund, please contact us at service@ancheer.shop, we will help you cancel the order and refund the process. It takes 5-7 business days for the refund to be returned to your account.

You can select your preferred payment method at checkout.

• We accept secure payments from international clients via PayPal, Credit and Debit Cards (Visa, Mastercard, Maestro, American Express, Discover, Diners Club, etc.), Digital Wallet (Google Pay, Apple Pay, etc.).
• We do not currently support Cash on Delivery, but only support Full Payment and Klarna Installment Payment.

Note that we stores use USD for settlement,and additional exchange fee may apply if your currency is other than US dollars,and the item price will vary after exchange.

First, check the details in the item description on official website again to make sure it has the features you think.If you really lack something, you can contact us to solve it for you:

1. First contact us and provide your order number and item code.
2. If the missing parts or accessories are difficult to describe, please provide photos on official website or refer to photos of similar items.
3. If we determine what is missing, we will ask our customer representative to contact you.
4. For the main, expensive and indivisible part, we may need to follow up as "delivery lost/stolen".
5. If the missing accessories or parts are small and can be easily purchased, we are likely to negotiate with you to purchase a solution that is beneficial to both parties (refund or other methods).
6. Missing parts during the warranty period, you can contact us, we will handle the replacement service for you according to the information you provide; missing parts out of the warranty period, you can go to the store to search for purchases, and you can replace them directly when they arrive.

If a customer receives a damaged or incorrect item, please contact us at service@ancheer.shop. The customer provides order information and photographic evidence of damaged parts for review by the after-sales department. If approved, we will be responsible for the return, reissue, exchange or refund of the order. If the item packaging is damaged but the item itself is intact, the recipient can file a claim directly with the shipping company.

If you pay by credit card, your payment could be somehow denied at the checkout by our system in defense against possible credit card fraud.

In this case, here are some solutions for you to choose from:

1. Exit the direct Credit card payment channel and switch to another Credit/Debit Card payment channel for payment.
2. Please switch to your other credit/debit card and try payment again.
3. If multiple attempts fail, please try again in 24 hours or use another payment method (such as PayPal).
4. Call your credit card company or bank to let them know about your purchase. Declare that this transaction is paid by you, and authorize the transaction to re-pay by verifying it.

If you continue to face issues, feel free to contact our customer support team at service@ancheer.shop.

Yes. You can buy with confidence. Our e-bikes and battery systems comply with CPSC 16 CFR 1512 regulations and are SGS tested and certified, meeting the US UL2849 e-bike safety standard and UL2271 light electric vehicle battery safety standard. These globally recognized standards reflect our long-term commitment to product quality, user safety, and regulatory compliance. You can check the certification status on the bike frame. If you need to apply for e-bike subsidies or have other needs, please contact our after-sales customer service to apply for certification certificates and invoices, which we will send to you via email!

You can search for the items you need in the search bar on the homepage and footer of the website. If the item is on sale, you can purchase it directly. If you cannot find the item, you can contact our after-sales customer service (email: service@ancheer.shop) to provide the item information you need. Our after-sales customer service will match the items you need to purchase based on the information you provide and provide you with a purchase plan.

For out of stock orders, if the item is out of stock and we are unable to ship it within the specified time, our after-sales customer service will contact you by email when the shipment is expected to inform you of the reason for the delay and ask you whether you require a replacement item to be shipped or full refund.

For all pre-orders and backorders, your credit/debit card will be charged immediately. We will arrange shipping for you as soon as possible after the item arrives. If the item is not processed or shipped within the agreed time limit, our after-sales customer service will contact you via email to inform you of the reason for the delay and ask you whether you want to continue waiting for shipment or receive a full refund.

Yes! We implement the same warranty on the items and provide perfect after-sales service. The ANCHEER with 1 year warranty service for the frame, battery, motor and other main replaceable parts, and there are new genuine original bicycle parts replacement service support, lifetime maintenance and repair support services.
The 1 year warranty would be started since the intial owner has received it. If you believe you have a warranty claim, please contact us at service@ancheer.shop.
For details, please refer to our after-sales warranty policy: https://www.ancheer.shop/pages/warranty-policy

In order to exercise your right to receive a replacement for a Covered Component under this Limited Warranty, you must:

1. Before making a warranty claim, we suggest that you contact our customer service team as there may be a simple fix for your problem. Valid warranty claims will be processed through ANCHEER within 1 year of initial purchase. Warranty claims may be submitted to service@ancheer.shop.
2. Submit a detailed warranty claim to our customer service team, including proof of purchase (order number/bike model and serial number/purchase date and place), photos and/or video of the bike and components.
3. If the customer service team determines that a Covered Component must be replaced, they will replace the defective Covered Component for you and provide instructions for receiving the replacement.
4. After you receive the replacement Covered Component, the customer service team will also assist in determining how to replace or install the new Covered Component into your ebike.
5. We will provide the owner a replacement product if the product can not be repaired after a reasonable number of tries as determined by our customer service team.