FAQs

If you need to change the color of your bike, replace an accessory on your order, or if you ordered the wrong product, we're here to help.

To change your order you need to contact our customer service to ask if your order has been shipped. Click on the pop-up window at the bottom of the official website and you can contact our customer service. We can help you change orders that have not yet been shipped, but we will not be able to change orders that have already been shipped.

Yes! 

Check out our Parts & Accessories page to see what’s available. These products cannot be preinstalled on a bike prior to shipment. They will be shipped in their own respective packages. If the part you need is not listed on our website, contact us.

Some of our e-bikes have taillights, some don't. You can see if the bike of your choice is equipped in the introduction section of our product page. 

You only need to pay the price of the bike and nothing else.

All our products have waterproof treatment, but due to the complex structure of the e-bike, it is not recommended to ride in heavy rain and it is forbidden to soak the e-bike in water.

We don't recommend letting children sit in the back seat of the bicycle, as this poses a safety risk.

Due to the restrictions of the logistics company, we are currently unable to deliver to some remote areas. You can learn more on our Shipping page.

Delivery generally takes 5 to 7 working days, but it may sometimes be extended depending on the logistics situation. You can enter your tracking number on the official website of the logistics company to track the location of your package. 

Fafrees Track Order
https://www.fafreesebike.com/apps/17TRACK

( You can track the parcel location of all the logistics companies on the 17Track official website.)

DPD
https://www.dpd.com/pl/pl/ 

DHL
https://www.dhl.de/de/privatkunden.html 

Please check if the wires of your headlights are connected well and check for any damage. How To Check

If you find that it is not the cable contact problem after inspection or the problem still cannot be solved, please send an email to support@fafreesebike.com to contact our support team.

The serial number is engraved on the stem of the handlebar at the front of the bike, or under the frame in the middle of the body. We recommend that you keep a record of your e-bike's serial number in case your e-bike is lost or stolen.

Yes! Installation instructions for all our ebikes can be found on our official Youtube channel. Our Youtube channel will be continuously updated, follow us and you can learn more about our new product introductions or product reviews at any time. 

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