Eahora ACE / XC300 Battery Pack

1 Shipping Area

Please note that we do not directly ship to Alaska, Hawaii or any territory or jurisdiction outside of the contiguous United States. Additionally, all of our products are tax-inclusive for these 48 states.

2 Shipping Time

In-stock orders ship within one business day after payment. Pre-sale orders please check out product pages for the latest shipping information.

For in-stock orders, ebikes will be shipped within 1 business day. Accessories and parts will typically ship within 2-3 days. For pre-sale orders, we recommend checking the product pages for the latest information on shipping timelines. Please note that orders will not be processed during weekends.

3 Shipping Changes & Order Cancellation

3.1 Before Shipping

• An order cancellation request within 24 hours after payment will not charge processing fee.
• Address Changes No processing fee.
• Model Or Color Exchanges No processing fee.

3.2 After Shipping

3.2.1 Order Cancellation

• If the package remains unopened upon receipt, the customer is responsible for the return, we will not provide the return label nor cover the return shipping fee. Please contact us for the return address. Also, we will deduct a $150 original shipping fee+2% transaction processing fees.
• If the package has been opened or assembled, an extra 30% depreciation fee along with return shipping fee will be deducted from the final refund.

3.2.2 Address Changes

We will waive the fee for address changes. Please contact us to update your address prior to package delivery.

3.2.3 Model or Color Exchanges

• If the package is in box without assembling, return shipping fee will be charged for exchanges. (Please note we will not cover the return shipping fee)
• If the package is unboxed and assembled, 30% depreciation fee and return shipping fee will be charged for exchanges.

4 Pick Up Order

We welcome our customers to drop by our warehouse and pick the bike up on your own. Extra $50 off for each pick up order.

4.1 Warehouses Available for Pick Up

• Rancho Cucamonga, CA 91730
• San Gabriel, CA 91776

4.2 Pick Up Procedures

Necessary steps to make appointment 

• Contact us (info@ebikehaul.com) to get an invoice email
• Ebike model and color that you want to pick up
• Pick up time appointment

5 Order Tracking

Upon shipment of your package, an automated email containing tracking information will be sent to you. Please click on the appropriate link in your tracking number email.

RETURN

1. No e-bike returns or e-bike replacements after 15 days of receiving.

2. Any e-bike returns or replacements should be authorized by Eahora in advance via emails.

3. The damages caused by transportation like scratches, defective parts are NOT justifications for returns.

4. Pieces of evidence like pictures or videos are needed for any e-bike returns or replacements.

5. The customer should return the original package with the returned label provided by Eahora. Or Eahora will NOT be responsible for any missing items or damages during the shipment.

6. The customers can return the items by themselves or get a return label via emails from Eahora after being authorized.

7. Returned items must keep the original packaging.

• The box must be sealed.
• The e-bike and its outer packaging must NOT be damaged.
• Accessories and parts should NOT be missing.

8. Please provide the seller with photos of all returned items, including the outer packaging. The seller will have to check the status and quantity before shipping.

9. Please provide Eahora with photos of the original package before shipment. Eahora will have to check the status of the original package.

10. The customer should ship the returned item within 48 hours after Eahora provide a return label. Or the return will be deemed as canceled by the customer.

11. While returning the e-bike, the customers should ship it to the nearest FedEx/UPS store and paste the printed return label on the carton.

12. Please select the signature service when sending back to prevent the returned e-bike from being lost. Eahora will send pictures or videos to the customers when signing the returned items.

13. No free return without reason is supported. “Don’t like it”, “Don’t want it anymore” or any delayed delivery caused by the carrier can NOT be deemed as a valid reason for a return.

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

RETURN ADRESS:
Finn Y.
(786) 440-6387
54 Lockhart Road
16F Unit 04-05
Wan Chai, Hong Kong SAR.

Or you can contact us to return the item(s) to our warehouse in California.

Returns will be accepted if requested within 15 days of receiving. It's the date you request, not the date the returned item(s) are to be received.

REFUNDS

1. Returns without authorization will be sent back to customers, while a refund will not be issued and the freight will be borne by customers.

2. If a customer purchases the product in a free shipping promotion, the cost of the shipment will not be refunded.

3. Any shipping damages during the return period will be deducted from the total refund. If necessary, customers can purchase insurance for returns on their own.

4. If any parts of the returned items, including the original packing, are missing, we will charge from the refund as appropriate.

5. Please understand that customers should subject to Restocking Fee.

6. Refunds will not be issued to customers before the returned items are confirmed received and inspected.

7. After we confirm receipt of your returned items, we will send an email notification and refund.

Non-returnable items:

• Battery
• Special orders
• Sale items
• Gift cards
• Gifted order

Refunds, Exchanges, and Store Credits

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your return.

If you are approved, then your refund, exchange or store credit will be processed. For refunds, a credit will automatically be applied to your credit card or original method of payment, within 2-5 days. We do offer exchanges within the US, but we don't offer any exchanges for international orders, however, you can receive a refund or store credit, so you can replace the order for the item you would like in exchange. Exchanges will typically ship the next business day after your return is processed. Returns received Friday-Sunday will ship out Monday. If a store credit is requested, a promo code will be issued to you via email.

Late or missing refunds. If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, 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 email us at

1. Warranty Coverage & Duration

• Exclusions:

  • Normal wear and tear (tires, brake pads, chains, etc.).

  • Damage from misuse, accidents, modifications, improper maintenance, or non-original parts.

  • Water damage, extreme weather, or force majeure events (e.g., floods, fires).

2. Claims Process

• Step 1: Contact support at service@eahoraebike.com with:

  • Proof of purchase (required).

  • Photos/video of the defect.

• Step 2:

  • Eahora reviews the claim and may provide troubleshooting guidance.

  • Approved claims: Free replacement parts shipped to the continental U.S. (or original purchase country).

• Step 3: Only for unrepairable bikes（e.g.,  severely broken frame）:

  • Return the bike for inspection (Eahora provides a shipping label).

  • Customer pays return shipping if opting for self-arranged returns.

• Note: （Eahora is committed to delivering a promise of professionalism when it comes to handling all bike issues. Unrepairable ebikes are approved to be replaced or returned. If the customer rejects cooperating to repair, a 30% depreciation fee will be applied and the customer is also responsible for the round-trip freight cost. Eahora will provide a return shipping label, the customer may also choose self-return or arrange the return shipment by himself.）

• No coverage for:

  • Secondhand owners or commercial use.

  • Damage from crashes, overloading, stunts, or unauthorized repairs.

  • Consumables (tires, tubes, grips, etc.).

• Shipping damage:

  • Report within 10 days of delivery. Include photos, signed Bill of Lading, and retain packaging.

• Chargeback disputes: Warranty services pause if a credit card chargeback is filed while the customer retains the product.

• Inspect upon delivery: Note damage on the Bill of Lading and photograph immediately.

• Follow guidelines: Use only Eahora-approved parts and chargers.

• Respectful communication: Rude or abusive behavior may result in terminated support, voided warranties, or account cancellation.

• Eahora is not liable for:

  • Indirect damages (e.g., injury, property loss, economic harm).

  • Third-party repairs or parts unless pre-authorized.

  • Shipping damage if using freight forwarders or self-arranged returns.

Contact: service@eahoraebike.com | Claims deadline: 1 year from purchase date.