FAQ
Answers to the questions we hear most — ordering, shipping, assembly, range and warranty. Can't find what you need? Contact our US-based team and we'll help.
Orders & payment
How do I place an order?
Add your ride to the cart and check out. You'll get an order confirmation by email right away, and a shipping notification with tracking once it's on the way.
What payment methods do you accept?
All major cards, PayPal, Apple Pay, Google Pay and Shop Pay. With Shop Pay Installments you can split your purchase into interest-free payments — the option appears at checkout.
Can I change or cancel my order?
If your order hasn't shipped yet, contact us as soon as possible and we'll do our best to update or cancel it. Once it has shipped, our return policy applies.
Shipping & delivery
Where do you ship from, and what does it cost?
US orders ship from our California warehouses, Canadian orders from our Toronto warehouse, and UAE orders locally from our Dubai warehouse. Shipping is free on every order.
How long will delivery take?
Most orders leave the warehouse within 1–2 business days and arrive in about 7 business days with free standard shipping, depending on your location. Parts and accessories for US and Canada orders ship from our overseas warehouse and normally take about 15 days. Your tracking link updates at every step.
How do I track my order?
Use the Track your order page, or the tracking link in your shipping email.
Do you ship outside the US?
We ship to the contiguous United States (48 states and Washington, D.C.), Canada, and the United Arab Emirates. For other regions, contact us.
Returns & warranty
What is your return policy?
We offer a 30-day return window. Quality issues get a full refund with a free return label. For other reasons, unused items in original packaging return free within 14 days; after that, return shipping and a 5% restocking fee apply. Full details on our Shipping & Returns page.
What does the warranty cover?
Warranty is tiered by component — frame 1 year, electronic parts 6 months, motor and battery 3 months — against manufacturing defects. Full coverage details are on our warranty policy page.
What if a part arrives damaged?
Email us a photo within a few days of delivery and we'll send a replacement part free of charge.
Assembly & setup
Does my ride arrive assembled?
Yes — every Windhorse arrives at least 90% assembled. You never build the ride itself; just attach a few small parts (pedals, seat or handlebars, depending on the model), charge up and go. Most riders are road-ready in 15–30 minutes using the included tools.
What comes in the box?
Everything you need to ride: your Windhorse (90%+ assembled), the battery charger with power cord, a tool kit for final setup, the user manual, and any model-specific parts such as pedals and keys. Each product page lists the exact box contents in its What's in the box section — there is nothing extra to buy.
Where are the manuals?
Setup guides, assembly videos and manuals for every model live on our User manuals page.
How do I charge the battery?
Plug the included charger into any standard outlet. A full charge typically takes 4–6 hours. On models with a removable battery, you can charge it on or off the bike.
Riding & range
How far can I ride on one charge?
Range depends on the model and is listed on each product page. Real-world range varies with rider weight, terrain, temperature, speed, and how much you use pedal assist versus throttle.
Can I ride in the rain?
Our rides are water-resistant and fine for light rain and wet roads. Avoid deep water and heavy downpours, and store your ride indoors when you can.
How fast do they go?
Top speed varies by model — check the specs on each product page. Always follow your local e-bike and e-scooter laws.
Still need help?
Our US-based support team is glad to help. Contact us or call (978) 712-8983 and we'll get you riding.