Help Answer

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How can an order be cancelled?

Customers can cancel the order at any time before delivery; 24 hours after the purchase is confirmed or after the shipping is confirmed, the order cannot be cancelled, refunded or changed. All orders that are older than 24 hours or have been shipped must comply with the return policy in order to be refunded.

Due to processing restrictions, no order can be changed after 24 hours.

If you need a refund, please contact us at, we will help you cancel the order and refund the process. It takes 5-8 working days for the refund to be returned to your account. However, once the order is shipped, it cannot be cancelled, changed or refunded. After receiving the package, our return policy will take effect.

What are the payment methods?

You can select your preferred payment method at checkout.

  • We accept secure payments form international customers via PayPal,Credit Cards & Debit Cards(Visa, Mastercard, Maestro, American Express, Discover, Diners Club, etc.).
  • We do not currently support Cash on Delivery, but only support Full Payment and Klarna Installment Payment.

Note that we stores use USD and EUR for settlement,and additional exchange fee may apply if your currency is other than US dollars,and the item price will vary after exchange.

What should I do if I lack accessories, parts or manuals?

First, check the details in the item description on official website again to make sure it has the features you think.If you really lack something, you can contact us to solve it for you:

(1) First contact us and provide your order number and item code.

(2) If the missing parts or accessories are difficult to describe, please provide photos on official website or refer to photos of similar items.

(3) If we determine what is missing, we will ask our customer representative to contact you.

(4) For the main, expensive and indivisible part, we may need to follow up as "delivery lost/stolen".

(5) If the missing accessories or parts are small and can be easily purchased, we are likely to negotiate with you to purchase a solution that is beneficial to both parties (refund or other methods).

(6) Missing parts during the warranty period, you can contact us, we will handle the replacement service for you according to the information you provide; missing parts out of the warranty period, you can go to the store to search for purchases, and you can replace them directly when they arrive.

What do I do if I receive a faulty item in my order?

If a customer receives a damaged or incorrect item, please contact us at The customer provides order information and photographic evidence of damaged parts for review by the after-sales department. If approved, we will be responsible for the return, reissue, exchange or refund of the order. If the item packaging is damaged but the item itself is intact, the recipient can file a claim directly with the shipping company.

Can loyal customers get discounts?

Yes, our vivi has always been customer-centric, and we have additional discounts and free gift activities for loyal customers to thank customers for their attention and support to vivi!

Why was my credit card transaction declined?

If you pay by credit card, your payment could be somehow denied at the checkout by our system in defense against possible credit card fraud.

Under such circumstance, here are 3 solutions for you:

(1) Call your credit card company or bank to let them know about your purchase. Declare that this transaction is paid by you, and authorize the transaction to re-pay by verifying it.

(2) Please switch to your other credit/debit cards.

(3) If multiple attempts fail, please try again in 24 hours or use another payment method (such as PayPal).

All transactions need to be verified by 3Ds, and the payment information in each link is encrypted.

Is my information securing using this site?

Absolutely!!! Our Secure Software (SSL) is the industry standard and among the best software available today for secure commerce transactions. It encrypts your credit card number so that it cannot be read as the information travels over the Internet.


How can I receive a gift code?

Vivi will issue various purchase discount codes on the official website. In addition, Vivi will also issue loyal customer discount codes via email during major events or holidays. You can follow it anytime. In the "Gift Code" box on the checkout page, fill in the discount code we provide to get a purchase discount.

Why have I received an email saying the item I've ordered is out of stock?

For out of stock orders, if the item is out of stock and we are unable to ship it within the specified time, our after-sales customer service will contact you by email when the shipment is expected to inform you of the reason for the delay and ask you whether you require a replacement item to be shipped or full refund.

For all pre-orders and backorders, your credit/debit card will be charged immediately. We will arrange shipping for you as soon as possible after the item arrives. If the item is not processed or shipped within the agreed time limit, our after-sales customer service will contact you via email to inform you of the reason for the delay and ask you whether you want to continue waiting for shipment or receive a full refund.

How can I search to find items on the website?

You can search for the items you need in the search bar on the homepage and footer of the website. If the item is on sale, you can purchase it directly. If you cannot find the item, you can contact our after-sales customer service (email: to provide the item information you need. Our after-sales customer service will match the items you need to purchase based on the information you provide and provide you with a purchase plan.

Is there somewhere I can come and see the bike before I make the purchase?

Since we are an online only store we do not have any retail space. This allows us to eliminate the cost of the retail space and pass on those savings to our customers in the form of better pricing.

In order to facilitate offline maintenance services for customers, we will consider deploying cooperative dealers and offline maintenance points in key cities in the later period.

Can you tell me more about your Price Promise policy?

All item quotes provided by Vivi (including any shipping costs) are valid for 7 days. We guarantee that the price will not fluctuate significantly within 7 days. Vivi adheres to the principles of fairness, justice, openness and transparency, and maintains item quotations within a reasonable range in the market. Vivi reserves the right to cancel orders if the sales price is lower than the quoted price specified by the state and country.


Do you ship worldwide?

No, we are only in the US (excluding Alaska, Hawaii and overseas affiliated islands), UK and EU countries,and free shipping on all orders.

Where you ship goods from?

Normally we ship the goods from US/EU/UK warehouse. meanwhile we have also warehouse in China. So it depends on where the order is from and whether the warehouse has inventory.

How long does the shipping time?

The time frame for order delivery is divided into two parts:

Processing time:

Order verification, quality check and packaging. All orders are sent to the relevant department for dispatch within 24 hours after the order is placed.

Shipping time:

This refers to the time it takes for items to be shipped from our warehouse to the destination.

Shipping from US/EU/UK warehouses, The delivery time is 9-12 working days.

Shipping from CN(China)warehouse, The delivery time is 15-35 working days.

Normally,US orders are shipped which usually delivered within 5-9 days .Europe and other countries’ orders are shipped which usually take between 9-12 working days to arrive at their destination but can take longer from time to time.

Shipping time might vary depending on location, shipment method and other factors.

Do I need to pay international taxes?

International taxes must be levied on imported international goods depending on your country's taxes policy.

For all bike orders, we will pay for you all import duties, duties and related import taxes (if any) in accordance with the applicable laws of your country. You will no longer be required to pay import duties, duties and related import taxes (if any).

However, for all bike accessories/parts orders, some countries (United States, Canada, Hungary, Sweden, Switzerland, Ireland, Poland, Portugal, Italy, etc.) require customs and consumer tax on certain special categories or cross-border goods. Due to differences in tax rates between countries, we cannot pay customs and consumer tax for you, and customers are required to pay it themselves.

Customs duty is calculated as a percentage of the customs value of the goods:
The percentage or rate varies depending on the type of goods. You can check the tariff applicable in the TARIC database for EU and Import calculator for USA.
The customs value is made up of:the price paid for the goods,the insurance cost,the shipping cost.


What is your return policy?

Your 100% satisfaction is important for us. We offer a 30 days return policy, which means that after you pay for your order, you have 30 days from the date of payment to apply for a return.

  • To be eligible for return, your item must be in an unshipped state or in the same state as when it was received (unused, unworn, labeled and in the original packaging, and a receipt or proof of purchase is also required ).
  • If a item gets damaged or was faulty upon a delivery,and we offer 100% refund.the charge for the shipment should be paid by the buyer if there is nothing wrong with items quality.
  • For returns, please enter the Returns Center to submit a request or send an email to with the subject 'Returns' and include your order number, email, name and the reason for the return.
  • Seller will provide the customer with instructions where to send returned goods. Customers are strongly recommended to get proof of postage when returning goods to avoid "lost packages" situations.
  • Please note that All returns must be made within 30 days of ordering.Before returning any items, please contact us and get our written approval. Items returned to us without prior request will not be accepted.
  • When returned item is received and inspected, customer receives a confirmation email, notifying about the status of the refund.
  • If the refund is approved, then it will be processed and a credit will automatically be applied to customer's credit card or original payment method shortly after.
  • For details, please refer to our return policy:

What items are returnable?

Items that meet the following conditions can be returned:

  • Within 30 days from the date of purchase;
  • In unused、unworn and resellable condition;
  • In the original packaging with all the tags intact;
  • Box must be sealed and unopened;
  • Have original receipt or proof of purchase;
  • Items not officially registered in the name of the buyer;

For details, please refer to our return policy:

How do I make a item exchange?

We only replace items if they are defective or damaged on receipt. If you need to exchange it for the same item, send us an email at fastest way to ensure that you get what you want is to return the items you own. Once you accept the return, please purchase the new product separately.

When can I expect my refund?

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If you are approved, the refund will be provided to the original method of payment within 2-3 working days.

If you haven’t received the refund within 2-3 working days, please check your bank account again. Then contact your bank or credit card company. It may take some time before a refund is official posted. If you’ve done all of this and you still have not received your refund, please contact us at

Will you refund the shipping charges on my parcel?

In the case of free shipping, we do not refund the original shipping fee. If you paid an expedited shipping or remote area surcharge, refused to accept a package or returned a package for any reason, the original shipping fee is non-refundable. This amount will be deducted from the total refund amount.


Is there any warranty period on this item?

Yes! We implement the same warranty on the items and provide perfect after-sales service.

The Vivi with 1 year warranty service for the frame, battery, motor and other main replaceable parts, and there are new genuine original bicycle parts replacement service support, lifetime maintenance and repair support services.

The 1-year warranty would be started since the intial owner has received it. If you believe you have a warranty claim, please contact us at

For details, please refer to our after-sales warranty policy:

How do I apply for warranty?

In order to exercise your right to receive a replacement for a Covered Component under this Limited Warranty, you must:

(1) Before making a warranty claim, we suggest that you contact our customer service team as there may be a simple fix for your problem. Valid warranty claims will be processed through Vivi within 1 year of initial purchase. Warranty claims may be submitted to

(2) Submit a detailed warranty claim to our customer service team, including proof of purchase (order number/bike model and serial number/purchase date and place), photos and/or video of the bike and components.

(3) If the customer service team determines that a Covered Component must be replaced, they will replace the defective Covered Component for you and provide instructions for receiving the replacement.

(4) After you receive the replacement Covered Component, the customer service team will also assist in determining how to replace or install the new Covered Component into your ebike.

(5) We will provide the owner a replacement product if the product can not be repaired after a reasonable number of tries as determined by our customer service team.

How do I apply for local repair?

In order to facilitate customers to obtain local repair services, Vivi is currently developing cooperative dealers and local repair shops in key cities. You can check out our certified dealer partners to see if there’s a location near you!

Please note:

(1) If you encounter problems with your Vivi eBike, please contact our customer support team before contacting any partner stores. Our team will help diagnose the problem and coordinate any parts and/or instructions you may need before involving a certified partner.

(2) Bike shops that partner with Vivi eBikes are not authorized to receive products on behalf of customers. Please do not use these locations as shipping addresses. Any shipping arrangements to these stores are the responsibility of the customer.

(3) If you want to buy offline, please contact us or call the offline store to ask if the bike model you want is available.

(4) If you want to visit an offline cooperative dealer store, please make an appointment with the store by phone/email for confirmation before visiting.

For details please view our local dealer network:


These are some frequently asked questions,if you have other questions, please just send it to


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