Customer Support

Spare Parts

We will offer parts support, for electric parts, we suggest customer order 3% at first mass production order, if the E-parts on the bike doesn’t work, you can fix it immediately. And we will send you the new E-parts for free of charge if the broken parts within warranty.

For other parts, we will offer customer 2% of the grip, brake cable, gear cable, chain, seat post clamp for free of charge for mass production order.

Please Note: All shipping charges related to returns or repairs covered under warranty are the buyer’s responsibility.

Orders & Shipping

Processing Times

Orders for stock accessories and parts: 1-2 Days

Orders for kits and wheels: 5-15 Business Days depending on models and seasons

Tracking Information: The day your order ships you will receive tracking information via email from us.

Shipping methods and Transit Times

OmaticTech uses ocean shipping for all of it’s shipments. All Li-ion battery packs are NOT allowed to ship by air cargo.

OmaticTech offer combine shipping service. Customers can send shipments from multiple vendors to our warehouse and we will repack the goods and send you together to save shipping cost.

Because we cannot accurately calculate transportation cost from sea port to your address, we can only estimate shipping and custom clearance/ handling cost to major port in your country. Please contact us to get a estimated shipping cost to your destination.

About Customs, Duties & Taxes

  • Generally, customs duties will not be charged for small express packages and postal parcel.
  • Customs duties WILL NOT be charged if claimed package value is less than the value listed in the Tariffs Threshold Reference Table
  • Orders may need to clear customs in your country.
  • Please check if your order will incur additional import duties, taxes or other customs related charges.
  •  Import duties, taxes or other customs charges will be collected by the shipping company upon delivery.
  • Additional costs or delays may occur during international trade.

Warranty

The warranty for battery, motor, controller, display, sensor of E-bike is 18 months, warranty for frame & fork of E-bike is 24 months.
Please Note: Chinese battery warranty is for 6 months.

WHAT IS NOT COVERED UNDER WARRANTY?

“Spin Out” – Spinning out the axles inside of your dropouts – We are unable to be there when the kit is installed so it is up to you to understand the high torque involved at the dropouts and install them correctly. If your dropouts are not correctly suited to fit the axle then you should not install the kit on those forks. Get new forks, cold press the forks to the axle fit “flush” or contact the original seller to return the kit.

“Over Voltage” – Connecting a larger battery larger than 60 nominal volts can damage the controller, wires and/or connectors. Damaging any kit component or motor by connecting the wrong battery type is not covered under our warranty.

“Over Load”- there is a 200lb total load limit for the 350w/500w internally geared motors.

Improperly Caring for the Battery – Batteries MUST be stored in a cool dry environment, should be stored fully charged and should be maintained with maintenance charges (every 30-45 days) during longer periods of storage. Damaged caused by improper care, water, dropping or any collision is NOT covered.