Frequently Asked Questions
What should I do if a part of my bike is missing?
If a part of your bike is missing, please contact our customer service team immediately at Support@ProCykel.com. Include your order number and a description of the missing part. We will work quickly to resolve the issue and get the missing part to you as soon as possible.
What can I do if my bike has some problems?
If you experience any issues with your bike, please reach out to us at Support@ProCykel.com. Provide a detailed description of the problem, along with any relevant photos or videos. Our technical support team will assist you in diagnosing and resolving the issue.
How can I download the instruction manual for the bike?
You can download the instruction manual for your bike by visiting the product page on our website. Look for the “Downloads” or “Manual” section where you can find and download the latest instruction manual. If you have trouble finding it, please contact our support team for assistance.
How to return my items?
To return your items, please first review our Return & Refund Policy. If your return meets the criteria, contact us at Support@ProCykel.com to initiate the return process. You will receive a return authorization and a prepaid shipping label to send the item back to us. Please note that customers are responsible for return shipping costs unless the item is defective or damaged.
Why did my payment fail?
Payment failures can occur for various reasons, including incorrect payment information, insufficient funds, or issues with your bank. We accept all major credit cards, PayPal, and other popular payment methods. Please double-check your payment details and try again. If the issue persists, contact your bank or payment provider for assistance. You can also reach out to our support team for further help.
Can I modify the bike by myself, such as brakes, chains, gears, generators?
While minor adjustments are common, we recommend that any significant modifications to the bike, such as changes to brakes, chains, gears, or generators, be performed by a professional mechanic. Unauthorized modifications may void your warranty, so please consult with us before making any changes. Refer to our warranty policy for specific details on what modifications may affect your coverage.
How can I get the latest special offers?
To stay updated on our latest special offers, sign up for our newsletter through the link on our website’s homepage. You can also follow us on social media for exclusive promotions and discounts. We frequently update our offers, so stay tuned for the best deals! Be sure to follow us on Instagram and Facebook for real-time updates.
Is this bike large enough for a tall rider?
Our bikes come in various sizes to accommodate riders of different heights. Please refer to the size guide available on the product page to determine if the bike is suitable for your height. If you’re unsure, feel free to contact us with your height and we can recommend the best option for you.
How long will it take for my e-bike to be delivered?
Delivery times vary depending on your location. Generally, orders are processed within 1-2 business days, and delivery can take 5-10 business days within Europe. You will receive a tracking number once your order has shipped so you can monitor its progress. International shipping times may vary, and additional customs fees may apply.
What is your return policy?
Our return policy allows you to return items within 30 days of delivery. For detailed information, please refer to our Return & Refund Policy. Be sure to follow the return procedure to ensure a smooth process. Returns must be in original condition and packaging.
How much should I pay for shipping?
Shipping costs vary depending on your location and the size of your order. For purchases above $500, shipping is free. For orders below $500, a flat shipping fee of €29 applies. You can view the shipping charges during checkout before finalizing your purchase. Occasionally, we offer free shipping promotions, so keep an eye out for those!
I have not received the order confirmation and tracking number information. How can I get it?
If you have not received your order confirmation or tracking number, please check your spam/junk folder first. If it’s not there, contact us at Support@ProCykel.com with your order number, and we will promptly provide you with the necessary information. You can also check your order status in your account dashboard on our website.
