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?

We ship from our California warehouse. Shipping is free on orders over $99; any cost for smaller orders is shown at checkout.

How long will delivery take?

Most orders leave the warehouse within 1–2 business days and arrive in about 5 business days, depending on your location. 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 currently ship within the contiguous United States. For other regions, contact us.

Returns & warranty

What is your return policy?

We offer a 30-day return window. Items should be unused and in their original packaging. Start a return from our Shipping & Returns page or by contacting us.

What does the warranty cover?

Every Windhorse comes with a 1-year warranty against manufacturing defects. Full coverage details are on our warranty & returns 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 — Windhorse rides ship about 90% assembled. Most riders are road-ready in 15–30 minutes using the included tools.

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.