Customer service online：
Mon.-Fri. 9:00-18:00 PST

Pre-sales hotline:
Mail: service@wallkeebike.com

After-sales hotline:
Mail: Sales@wallkeebike.com

Whatsapp:
+ 1 646 203 3483

You can subscribe via the form at the bottom of our website to receive updates, promotions, and e-bike tips.

We are currently looking for users who are willing to join our KOC alliance organization. We will then work with local partners to arrange test rides.

Yes, we can offer bulk purchase pricing to selected reputable businesses, rental companies, and organizations. Please contact our sales department for details.

No, your e-bike will arrive approximately 85% assembled. You will need to install the front wheel, handlebars, seatpost, and pedals yourself. The necessary tools and instructions are included, and this process takes approximately 10-25 minutes.

Example models:

X3 Pro Max: Dual motor all-wheel drive, dual 22Ah batteries (total capacity 44Ah/2,112 Wh), top speed 33 mph, foldable, smart display, USB port, app support, and password protection.

H7 AWD and H9 AWD: Dual 1000W motors, removable batteries, hydraulic braking system, smart display, wide tires, all-wheel drive, and long-range performance.

Range varies depending on the model, battery size, rider weight, terrain, and riding style.

Our flagship model, the H9 AWD (82Ah), has a range of 200 miles under optimal conditions.

Most models feature four-piston hydraulic disc brakes for powerful braking and a motor-disconnect brake lever for added safety.

The recommended maximum payload is 400 pounds.

Yes. Some models feature a smart LCD display that shows speed, battery level, PAS level, distance traveled, and more. Some models also connect to mobile apps for even more functionality.

We accept a variety of payment methods including credit cards (Visa, Klarna, American Express), PayPal, and so on.

Yes, we offer installment payment options for certain purchases. Please check our website or contact our customer service for more information.

Yes, we take the security of our customers' payment information seriously. All transactions are processed securely and we use industry-standard encryption technology to protect your information.

Orders are typically processed within 1-3 business days.

Shipping times vary depending on your location:
US and Canada: 3-7 business days
EU countries: 4-8 business days

Yes! We offer free standard shipping within the contiguous US, Canada, and most EU countries. Some remote areas may require additional charges. Please review our shipping policy for details.

No，We do not ship to the following types of addresses:Fleet Post Offices (FPO)、Army Post Offices (APO)、P.O. Boxes

Of course. After your order is shipped, you will receive a tracking number via email so you can monitor your order's progress. You can also track your order in real time within the order details.

Please allow two to four business days for the most recent tracking information if your order was just sent out. Your order will typically be updated until it reaches the next shipping station if it has been in transit for a few days without any updates (may need 2-4 working days). Please be patient as you wait. 

If you still have concerns about the shipment of your order, please email our customer support. We will help check the status of your parcel.

There will be no more charges once you have placed your order successfully. In some cases, there may be VAT or other taxes, customs duties or fees levied by your destination country. However, based on our experience, such situation is very rare.

*If you receive a tax notice from customs, please pay the tax first and then contact our customer service with the payment receipt and we will refund the tax to you. 

*If you still have some concerns about the tax, you can learn some information about your local customs policy. We are more than willing to help if there is anything we can do.

For in-stock items, please allow 1–2 business days for order processing. Once your order is shipped, tracking information will be sent to your email.

For pre-sale items, the estimated shipping date will be clearly stated on the product page.

If your order has not shipped beyond the stated timeframe, please contact our support team at sales@wallkeebike.com.

Shipping damage:

For items that arrive damaged or are defective,please contact us at sales@wallkeebike.com, and provide photos or videos that containing the actual defects as there may be a simple fix for your problem. Wallke support team could provide you with technical solutions. The damages caused by transportation like scratches, defective parts are NOT justifications for returns.

If you received a wrong item:

In some rare cases, a mix-up during fulfillment day happens. If you've received an item that you haven't ordered or received the wrong item, please contact us directly and we'll correct the error right away.

The item should be unused and in its original packaging for replacement.

We will not accept any returns after 14 days from the delivery date or have more than 10 miles on the odometer. 

• It must have less than 10 miles on the odometer
• Free of any wear and tear, dirt, dust, fragrance, or any other signs of use
• It must include all items that were inside the box (charger, keys, tools, gifts etc.)
• It must be in the same packaging and condition that you receive it.

We will deduct the round-trip shipping fee and 20% restocking fee from the final refund.

To request a return, please fill out our official return form using the link below:

👉 Submit Return Request Form

Before submitting, please have the following information ready:

• Order number / Receipt
• Reason for return (e.g., No longer want, ordered by mistake, etc.)
• Photos or videos showing the condition of your item
  (e.g., display odometer, original packaging, included parts or accessories)

Once submitted, our team will review your request within 1–2 business days and guide you through the next steps.

Please do not send your purchase back to us until we have authorized the return in writing. To be eligible for a return, we require a receipt or proof of purchase. Please contact us at sales@wallkeebike.com

Once your return is received and inspected, we will send an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund, exchange, or store credit will be processed.

For refunds, a credit will automatically be applied to your credit card or original method of payment within a reasonable number of days.

When returning items for non-quality issues, the buyer assumes responsibility for any damage or loss incurred in transit. Wallke does not provide refunds for items damaged in transit for non-quality-related warranty claims.

Parts covered by the warranty:

Frame, front forks, stem, handlebars, headset, seat post, saddle, brakes (excluding brake pads), lights, bottom bracket, crankset, pedals, rims, wheel hub, freewheel, cassette, derailleur, shifter, battery, motor, throttle, controller, wiring harness, LCD display (excluding damage due to water), kickstand and hardware. 

The warranty does not cover:

• Unauthorized modification to the product.
• Water damage or an improper assemble or negligent use, operation, maintenance contrary to the maintenance instructions of the product. 
• Consumables or normal wear and tear parts (tires, tubes, brake pads, cables and housing, grips, chain, spokes). 
• Defects inherent to the normal useful life or service life of the product, such as a flat battery that can be replaced by the consumer.
• Damages or defects due to accidents.
• Scratches, dents and cosmetic damage caused by human factors, unless caused by Wallke or shipping damage.

Yes，you can purchase a 1-year extended warranty card to extend the warranty to 2 years.

You can submit a repair request through official after-sales channels. For error codes, please refer to our troubleshooting guide—detailed explanations and step-by-step solutions for common problems like throttle errors or motor failures.