FAQ

Frequently Asked Questions (FAQ)

Orders & Payment

Q: What payment methods do you accept?

A: We accept all major credit/debit cards including Visa, Mastercard, American Express, Discover, Diners Club, JCB, and Venmo. All transactions are protected by 128-bit SSL encryption. We do not store your card information at any time.

Q: Can I modify or cancel my order after placing it?

A: Please contact us immediately at support@ijoymoto.com as soon as possible. Once an order has been shipped, it cannot be cancelled or modified.

Q: My card was declined. What should I do?

A: Try a different card, or contact your bank to authorize the transaction before placing a large order.

Q: Can I use multiple discount codes on one order?

A: No. Discounts from all promotional channels cannot be combined. Our system will automatically apply the best available single discount to your order.

Shipping & Delivery

Q: Where do you ship to?

A: We currently ship within the United States. Please refer to our Shipping Policy for full details.

Q: How do I track my order?

A: Once your order ships, you will receive a confirmation email with a tracking number. Use it to track your package on the carrier's website.

Q: What if my package arrives damaged?

A: Please take photos or videos of the damage immediately and contact us at support@ijoymoto.com within 7 days of receipt. We will arrange a replacement or compensation. Note: free accessories are not included in shipping damage compensation.

Q: What is Shipping Protection and should I add it?

A: Shipping Protection is an optional add-on available at checkout that covers your order against loss, damage, or force majeure events during transit. We recommend adding it for peace of mind, especially for high-value orders. See our Shipping Protection Policy for details.

Returns & Refunds

Q: What is your return policy?

A: We accept returns of items in new and unused condition within 14 days of receipt for a full refund, less return shipping charges. Items returned after 14 days (up to 15 days) are subject to a 20% restocking fee. Return shipping is the customer's responsibility unless we made a shipping error.

Q: Can I return a battery?

A: No. Due to carrier restrictions on high-capacity lithium-ion batteries, battery purchases are non-returnable.

Q: What if I refuse delivery of my order?

A: A flat fee of $250 per e-bike will be deducted from your refund to partially cover shipping costs. Please notify us in advance of any refusal.

Q: How long does a refund take?

A: Refunds are issued to the original payment method once we receive and inspect the returned item.

Warranty & Repairs

Q: What warranty do IJOYMOTO bikes come with?

A: All IJOYMOTO e-bikes are covered by a 1-year all-inclusive manufacturer's warranty for the original owner against manufacturing defects. Free accessories are not covered. The warranty period begins from the date the original owner receives the product.

Q: How do I submit a warranty claim?

A: Email support@ijoymoto.com with your order number, a description of the issue, and photos or videos of the defect. Our team will respond within 3 business days. We cannot process any claim without photo or video evidence.

Q: What is covered under the battery warranty?

A: Batteries are covered by a 1-year prorated warranty. Within 1 year, defective batteries will be repaired or replaced at no cost. After 1 year, a prorated credit based on months of service will be applied toward a new battery purchase. No cash reimbursement will be made.

Q: Are wear-and-tear parts covered under warranty?

A: No. Normal wear-and-tear parts such as brake pads, rotors, tires, tubes, chains, chain rings, cassettes, and cranksets are not covered under warranty.

Q: Does the warranty transfer to a second owner?

A: Yes, but only if the original 1-year warranty period has not expired and you have the original owner's name and order number.

Q: What is the Product Protection Plan?

A: The Product Protection Plan is an optional add-on that covers accidental damage, power surge damage, and mechanical/electrical breakdowns after the manufacturer's warranty expires. It also includes a within-1-year warranty replacement benefit. See our Product Protection Policy for full details.

Product & Riding

Q: What is the minimum age to ride an IJOYMOTO e-bike?

A: Our e-bikes are not for sale to persons under the age of 18. Underage riders must be accompanied by a parent or adult at all times.

Q: Are IJOYMOTO bikes street legal?

A: Laws vary by state and locality. Please check your local regulations before riding on public roads. IJOYMOTO e-bikes are designed primarily for off-road use.

Q: Can I ride my IJOYMOTO bike in the rain?

A: Our bikes have a degree of water resistance, but we do not recommend riding in heavy rain or submerging the bike in water. Exposure to excessive moisture may void your warranty.

Q: What should I do if my bike is stolen?

A: Stolen bikes are not covered under warranty. We recommend investing in a quality lock to protect your bike.

Account & Website

Q: How do I know if I'm on the official IJOYMOTO website?

A: Our only official website is www.ijoymoto.com. Always verify the URL and look for the padlock icon (https://) in your browser. Learn how to spot fake websites here.