VELOWAVE Grace 750W Fat Tire Step Thru Electric Bike

As the name Pony, small in size but fast in speed. Step-through frame, and swept-back handlebars, with a smaller body size, allow you to better control the ebike while riding and make your ride safer.

A powerful 750w motor, LG battery, suspension fork, and fat tires allow the Pony to ride on any terrain.

If you enjoy the security of being in complete control of your e-bike, the Pony is a perfect choice

SPEED
Limited to 25km/h(According to the United States laws, which can be adjusted according to the specific condition of each state)

Specifications 

Assembly Video&Manual

User Manual

Geometry&Sizing

Shipping

*Only to the lower 49 states

(Delivery to Maine, Vermont, New Hampshire, Massachusetts, Connecticut, Rhode Island, New York, Pennsylvania, District of Columbia, New Jersey, North Dakota, South Dakota, Nebraska, Kansas, Minnesota, Iowa, Wisconsin, Illinois, Missouri, Indiana, Ohio, Michigan, Oklahoma, Texas, West Virginia, Virginia, Delaware, Kentucky, Tennessee, North Carolina, South Carolina, Georgia, Alabama, Mississippi, Florida, Louisiana, Arkansas, Maryland, Arizona, Montana, Idaho, Wyoming, Colorado, Utah, Nevada, Oregon, Washington, New Mexico  Street, California)

(Not delivery to Alaska, American Samoa, Micronesia, Guam, Hawaii, Marshall, Islands, Northern Mariana Islands, Palau, Puerto Rico, U.S. Virgin Islands, Armed Forces Americas, Armed Forces Europe, Armed Forces Pacific)

We provide free shipping via FedEx Ground delivery. We ship from California USA. Any orders will be shipped in 2 working days, not including weekends and holidays. The delivery time is usually 3-8 business days, delivery date depends on FedEx.

Due to COVID-19, the shipping efficiency of transportation is not stable. If you have another requirement, please contact our customer service for more details, we are happy to help you.

You will receive a confirmation email after placing your order letting you know that it was successfully received and is processing. You will receive an email with tracking information once your order leaves our fulfillment center.

Please note we provide FedEx Ground regular service and FedEx Ground with signature service. Please note that the FedEx Ground regular service will usually leave the shipment at the recipient's door. The FedEx Ground with signature service requires the recipient to sign for it, and if there is no sign, it will be returned directly. Please consider which service is suitable for your needs. We provide free shipping, and you are free to choose between these two services, but delivery results depend on FedEx.

Return,Cancelation&Warranty Policy

We want you to love our products as much as we do. All items we ship have successfully passed our rigorous Quality Control inspections. Our warranties ensure you have a fantastic gadget experience while giving you total peace of mind. Please check the details warranty and return policy below:

WARRANTY POLICY

TWO-YEAR WARRANTY:

WE PROVIDE A 2-YEAR WARRANTY ON VELOWAVE ELECTRIC BIKES FRAME.

ONE-YEAR WARRANTY：

A 1-year warranty on all electronic parts (including battery, motor, controller, display, lights)

Apart from manufacturing defects that could be present, parts that wear due to normal use (such as tires, brake pads, chains, etc) are not included in the warranty but may be replaced on a case-by-case basis within the first 60 days. We shall not be liable if you install, operate, clean, or maintain your Ebike without following the owners' manual instructions. Misuse, abuse, alteration, and natural disasters are not included in this warranty.

RETURN POLICY

Velowave Team hopes that you love your new e-bike, but we also want you to be fully satisfied. Any purchase made through Velowave may be canceled before the order is shipped. Once the order shipment will be subject to our return policy, as detailed below.

MODIFY OR CANCEL ORDER:

• Any changes that you make regarding shipping once the item is shipped, including but not limited to changing the address, putting an order on hold, or updating shipping settings/preferences may delay your receipt of the Products and replacement Products and/or refunds.

• If you need to change the color and size of your bike, switch the accessories on your order, or if you ordered the wrong product, we are here to help. It is our goal to make sure any mistakes or changes to your order are corrected before shipment occurs.

• It is also not possible for us to change the color or size if the bike is in transit - refusing the package due to color or size will be treated as a return and fees will apply. You will be responsible for paying for shipping both ways ($120+$120) and will be subject to a $50 restocking fee.

Cancellation 

• All cancellations need to be done by email to the ebikehaul service department. The customers cannot cancel the order by phone. The customers will receive a notification email after the order has been canceled successfully. Otherwise, the cancellation of the order was unsuccessful.

You will get a full refund If you cancel your order after 24 hours. After that, you will be subject to cancellation fees depends on your method of payments.

2.6% for credit card users, 3.6% for PayPal users, 3.5% for Affirm users, 3.29% + $0.30 for Klarna users, 2.69% + $0.29 for Moolah users. 

• Pre-Orders and Backorders and Pre-Order/Backorder Cancellations. Our backorder process is for e-bikes that have already been available but are temporarily out of stock. For all pre-orders and backorders, your credit/debit card will be charged immediately. There will be no delay in payment collection, regardless of when the item is expected to ship.

RETURN ORDER:

• Refused Shipments:

You will be responsible for paying for shipping both ways ($120+$120) and will be subject to a $50 restocking fee. We cannot change, intercept, or cancel orders that have already shipped. If you refuse delivery, we will treat your order as a return if it arrives back to us and issue a refund for the purchase price via your original payment method.

• Dead on Arrival (DOA):

Damage due to shipping/delivery, missing items. 

If you receive an order that arrives damaged, incomplete, or in need of replacement parts, contact our customer care at info@ebikehaul.com within three days of receiving the item to report the error or damage.

Missing Item(s), Wrong Item(s) or Incorrect Package Sent

Please be sure to open the parcel and carefully check the contents before signing for the package.

For any issues, please carefully follow our warranty process to minimize any delays:

1. Contact our Support Center with your order number and the product.
2. Please send us a clear picture of the outer packaging, all shipping labels visible, and (if applicable) the item received.

• Possible Solutions:

- If there is an item missing, we will resend the missing item/accessory for free within the warranty period.

- If we have shipped the wrong item: we will either refund you in full or dispatch an alternative item (if applicable and available). Velowave will decide whether you need to return the wrong product or not and compensate the return shipping fee when we receive it.

• Customer Return/14-Day Return for Bike：

For returns not due to product quality problems. We have a 14-day return policy, which means you have 14 days from the delivery date to return new and unused items after receiving your eBike to request a return. To be eligible for a return, the customer must meet the terms instructed below:

• The e-bike must be under ten (10) miles on the odometer
• Must be in like-new condition and free from dirt, dust, or fragrances
• Must be in the original same packaging (all cardboard and foam) and condition that you received it
• Must include all items that were included inside the box (charger, keys, hardware, etc.)

You will be responsible for paying for shipping both ways ($120+$120) and will be subject to a $50 restocking fee. 

• Accessories return:

Any purchase of accessories or receipt of a replacement part under the Limited Warranty shall be eligible for return within thirty (30) days of receipt. Any returned accessory or replacement part must be unused, free of any wear and tear, dirt, dust, fragrance, or any other signs of use, and must be sealed and unopened in the same packaging and condition in which you received it. You will be responsible for paying for shipping both ways and will be subject to a twenty-five percent (25%) restocking fee.

• Non-returnable/non-refundable Items:

1. For an e-bike that has been delivered for more than 14 days or used for more than 10 miles, we do not accept returns anymore and follow our warranty policy.

2. Used Products, batteries, special orders, sale items, and gifted orders shall not be returnable except in EXTREME cases of breakage/malfunction covered by our warranty, and then only after receipt of our approval for the return.

HOW TO RETURN:

To initiate a return, please contact our customer service department at info@ebikehaul.com. Please reach out to us with your order number. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Any warranty issues must be resolved before processing a return.

REFUND:

Please understand that any item returned with an order that used a discount code will have the entire discount code value subtracted from the refund value, whether you return one e-bike or multiple e-bikes. Refunds will be made after the E-bike is received and inspected.

After receipt, returned items will be inspected and a refund will be applied within 5 business days after receiving the product.

If you haven’t received a refund after 2 days of approval, please check your bank account again and contact your credit card company/bank as it may take some time before your refund is officially posted. 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, please contact us at  info@ebikehaul.com