Frequently Asked Questions
TONNERREY
FAQs
Got questions? We have answers! From your first pre-sale inquiry to long-term maintenance, this guide is designed to help you ride with peace of mind.
Pre-Sale Guidance
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Where do you ship from and how long does delivery take?
All orders are shipped from our U.S. local warehouse. Processing typically takes 1-2 business days, and delivery usually arrives within 3-7 business days depending on your location.
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Do I need to assemble the e-bike? Is it complicated?
Not at all! Tonnerrey e-bikes arrive 85% pre-assembled. You only need to install the front wheel, handlebars, and pedals. We provide a complete tool kit and easy-to-follow video guides—you’ll be ready to ride in about 20 minutes.
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Do you offer test rides or have physical stores?
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What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard,) and flexible installment plans to ensure a secure and smooth checkout.
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Orders & Shipping
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I’ve placed an order. How can I track the shipment?
Once your bike leaves our warehouse, you’ll receive a shipping confirmation email with a tracking number. You can also track your package directly at our Support Center.
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I entered the wrong address or contact info. What should I do?
Please contact support@tonnerrey.com within 12 hours of placing your order. If the order has already been processed by the carrier, additional rerouting fees may apply.
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Can I cancel my order?
Orders can be canceled for a full refund before they are shipped. If the bike is already in transit, a interception or return shipping fee will be deducted from your refund.
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Warranty & Returns
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What if my bike arrives damaged or with missing parts?
Don't worry, we've got you covered. Please inspect your bike upon arrival and contact us with photos of the damage/packaging within 48 hours. We will ship replacement parts or provide a solution immediately.
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Do your e-bikes come with a warranty?
Yes. We provide a 1-Year Warranty on core components (Motor, Battery, and Frame). For full details on coverage and duration, please visit our Return Policy and warranty documentation.
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Contact Us
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Still have questions? Our team is here to help.
Email: support@tonnerrey.com / service@tonnerrey.com
WhatsApp: +852 9872 6045
Form: Submit a Contact Form
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