FAQ About Duotts Ebike

Welcome to your go-to resource for all things Duotts Ebikes! Whether you're a seasoned rider or new to the world of electric bicycles, this FAQ is your comprehensive guide to understanding more details of Duotts Ebikes. In the following sections, you can learn more about Duotts electric bike shipping, warranty, returns,  and other essential information about our high-quality Duotts fat tire electric bikes for adults.

What are Duotts' customer service hours?

Our office is open from Monday to Friday, from 3:00 AM to 12:00 PM Central European Time. If you have any questions or concerns outside of these hours, feel free to send us an email, and we'll get back to you as soon as possible.

Are customs fees included in the price of Duotts Ebikes?

No, you don't have to pay any additional fees. Electric bike shipping and tax are included in the price.

Where is electric bike shipping from and to?

Duotts offers electric bike shipping. For orders from Europe, we will ship from our warehouse in Poland. Delivery takes 3-7 working days.

We send packages to the EU (except for Cyprus, Malta, and Ireland).

How long does it take to receive the delivery after the payment is made?

Processing time:

Normally, processing takes 1-2 business days. We strive to process your order as quickly as possible to ensure timely delivery.

Shipping time: 

Shipping from Polish warehouse: 3~7 working days
Shipping from China: 30~50 working days

Please note that these are estimated shipping times and may vary depending on your location and customs processing.

How do I track my order?

You can track your order via the link at the top and footer of our website, which offers real-time order logistics tracking. This feature allows you to stay updated on the status of your Duotts electric bike shipment at all times.

Do you offer dropshipping?

Yes, we welcome dropshipping partnerships. If you are interested in becoming a dropshipping partner, please reach out to us to discuss the details and how we can work together to grow your business.

What should I do if my Duotts Ebikes were damaged upon delivery?

We will replace any parts deemed damaged during shipping. Electric bike shipping damage must be reported to Duotts within 14 days of shipment arrival. This applies to all products. Duotts may request additional documentation (such as video) to assist with accurately diagnosing the problem and processing the warranty claim.

How do I make a return?

To process a return, please follow these three simple steps:
E-mail us at  suzy@duotts.com with your

1) Order number.
2) Item to return/exchange.
3) The reason you would like to return your purchase.

The more comments and feedback provided, the better we can help service you. Our customer service team will guide you through the return process and address any concerns you may have.

NOTE:To be eligible for a return, your item must be in the same condition that you received it, unworn, unused, or the e-bike/scooter must have less than ten (10) kilometres on display, and it must include all items that were inside the box (charger, keys, hardware, etc.) and in its original packaging. This policy ensures that we can maintain the highest quality standards for you.

We will process all refunds upon receipt and inspection of your returned merchandise. We will notify you via email of the approval or rejection of your refund. If approved, we process your refund within approximately 48 hours, and a credit will automatically be applied to your credit card or original method of payment within a few business days. We strive to make the refund process as smooth and efficient as possible.

For details, please go to the return policy page

How long does it take for me to get a refund?

Refunds for returned products will be made as soon as possible after we receive the returned products. Upon receipt and inspection of your returned merchandise, we will notify you via email and process your refund within approximately 48 hours. We understand that receiving your refund promptly is important, and we work diligently to ensure a quick turnaround.

Please allow for 10 business days to see returns reflected on your credit card statement. This processing time is dependent on your financial institution and may vary.

If you have any questions, feel free to email us. Please note that shipping fees will not be reimbursed on return orders. The shipping fee is paid to our courier service, and we do not get a refund for the shipping fee when you return your purchases. *Does not apply to free shipping orders. We appreciate your understanding in this matter.

What should I do if I haven't received my refund yet?

If you have yet to receive a refund, first check your bank account again. Then contact your credit card company, as it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at suzy@duotts.com

How soon can I get a response if I have questions after buying Duotts Ebikes?

If you have any problem after buying Duotts fat tire electric bikes for adults or other products, we provide professional and reliable after-sales support services, promising to respond within 24 hours of receiving your inquiry at the earliest. We are committed to ensuring your satisfaction and will do everything possible to address your concerns and meet your needs. Our knowledgeable customer service team is here to help you with any questions, concerns, or issues you may have, ensuring that you have the best possible experience with your Duotts electric bicycle.

How often should I service my Duotts electric bike?

We recommend servicing your Duotts electric bike at least once a year or every 1,000 miles (1,600 km), whichever comes first. Regular maintenance, such as lubricating the chain, checking tire pressure, and tightening bolts, can help extend the life of your e-bike and ensure optimal performance.

What is the maximum weight capacity for Duotts electric bikes?

The maximum weight capacity varies depending on the model. Our C29 model has a capacity of 120 kg (265 lbs), while the F26 and S26 models have a capacity of 150 kg (330 lbs). Always ensure that you stay within the recommended weight limit for your specific model.

How can I maximize the battery life of my Duotts electric bike?

To maximize the battery life of your Duotts e-bike, charge the battery regularly, even if you haven't used the bike for a while. Avoid exposing the battery to extreme temperatures, and store it in a cool, dry place when not in use. Additionally, try to maintain a steady pedaling rhythm and avoid excessive throttle use to conserve battery power.