Frequently asked questions

Frequently Asked Questions (FAQ)

Do you ship internationally?

At this time, we deliver exclusively to the United States, United Kingdom, Australia, Canada, and New Zealand. For further details, please check our shipping information or get in touch with our support team.

How can I check my order status?

After placing your order, you’ll receive a confirmation email. Once your e-bike is on its way, we’ll send another email with tracking information. You can also view your order status by logging into your account and visiting the orders section.

Is it possible to change my order?

Changes can only be made if the order has not yet entered the shipping process. To request an update, please contact our customer support team as soon as possible.

Can I cancel my order?

Order cancellations are only possible within 24 hours of purchase. After this period, orders may already be processed or prepared for shipment and can no longer be modified or cancelled.

How do I track my shipment?

Once your order has been dispatched, you will receive an email with your tracking details. Simply use the link provided to follow your delivery.

Can I update my delivery address?

If your order hasn’t been shipped yet, we may be able to update your delivery address. Please contact us as soon as possible to request changes.

What is your return policy?

We offer a 30-day return policy on eligible products. If you’re not completely satisfied with your purchase, please review our return policy for full details.

How can I get in touch with customer support?

You can contact us through the website’s contact form or by email:
📧 info@shoplumaride.com

How long does order processing take?

Orders are generally prepared and shipped within 48 hours of being placed.

What are the delivery times?

Standard delivery usually takes 3–5 business days after dispatch. Delivery times may be longer for e-bikes or oversized products depending on logistics.

Is shipping free?

Yes, all orders qualify for free shipping.

Which payment methods do you accept?

We support the following payment options:

  • Visa, Mastercard, and American Express
  • PayPal
  • Shop Pay
  • Google Pay
  • UnionPay
  • Discover
  • Diners Club
  • Apple Pay

Do I need to create an account to order?

No account is required — you’re welcome to check out as a guest.

Is my payment information secure?

Absolutely. We work with trusted and secure payment providers to ensure your payment details are fully protected.

Experiencing an issue with your order?

Please contact our support team at info@shoplumaride.com, and we’ll be happy to assist you.

How is my personal data handled?

We take data protection seriously and comply with strict privacy and security regulations.

What warranty do you offer?

All Lumaride e-bikes come with a 1-year warranty covering manufacturing defects. For assistance, contact our support team.

Can I return or exchange an item?

Yes, provided that:

  • The product was purchased from our online store
  • The item remains unused
  • It is returned in its original packaging with all accessories included
  • The request is submitted within 30 days of delivery

To start a return or exchange, please contact our support team and we will assist you promptly.