1. Orders & Payment

Q: How do I place an order?

A: Simply select your HiQiS electric ride or accessories, add them to the cart, and proceed to checkout. You will receive an order confirmation email immediately, followed by a dispatch notification with your tracking number once your package leaves our warehouse.

Q: What payment methods do you accept?

A: We accept all major credit cards (Visa, Mastercard, American Express), PayPal, Apple Pay, Google Pay, and Shop Pay. We also offer flexible installment options, including Klarna for EU customers and Afterpay for US customers, allowing you to split your purchase into convenient payments at checkout. All transactions are protected by industry-standard 256-bit SSL encryption.

Q: Can I change or cancel my order?

A: If your order has not been dispatched yet, please contact our support team as soon as possible, and we will do our best to modify or cancel it. Once your package has shipped, it cannot be canceled in transit, and our standard Return Policy will apply upon delivery.

2. Shipping & Delivery

Q: Where do you ship from, and do you offer free shipping?

A: We ship directly from our dedicated warehouses located in the United States and Germany. We offer free door-to-door shipping on all electric bike and scooter orders delivered across the United States and EU countries.

Q: How long will delivery take, and who handles the shipping?

A: Orders are typically processed and dispatched within 1–2 business days:

  • United States: 3–5 business days via FedEx Ground or UPS.
  • European Union (EU): 5–7 business days via DHL, DPD, or GLS.
  • Select Accessories & Spare Parts: 7–15 business days.

You will receive an end-to-end tracking number via email as soon as your shipping label is created.

Q: How do I track my order?

A: You can check real-time shipment updates directly on our Track Your Order page using your tracking number or order ID, or simply click the tracking link provided in your shipping confirmation email.

Q: Do you ship internationally?

A: We currently provide direct local shipping to the continental United States and countries within the European Union. For inquiries regarding deliveries to other regions or offshore islands, please contact our support team prior to placing your order.

3. Returns & Warranty

Q: What is your return & exchange policy?

A: We offer a 14-day exchange and standard return window starting from the date of delivery. Returned products must be in brand-new, unused condition with all original packaging, manuals, and included accessories intact. If you wish to exchange your electric scooter or electric bike for another model within 14 days, please contact us first (return shipping fees and price differences apply).

Q: What warranty do you offer?

A: All HiQiS rides come with a manufacturer warranty covering defects in materials and workmanship:

  • Frame: 24 months
  • Key Components & Spare Parts: 6–12 months

(Note: Coverage does not apply to normal wear and tear, cosmetic wear, accidental crashes, or unauthorized modifications.)

Please register your product on our site after delivery to activate your warranty. For full details, please visit our Warranty Policy.

Q: What if an item arrives damaged or missing parts?

A: Please inspect your package upon delivery. If any component is damaged during transit or missing, email us clear photos or a short video within a few days of arrival. We will review your claim promptly and send out free replacement parts or arrange an exchange.

4. Assembly & Compatibility

Q: Does my ride arrive assembled?

A: Yes! HiQiS electric bikes and scooters arrive roughly 85%–90% pre-assembled in protective packaging. Most riders can easily complete the final handlebar, wheel, or accessory assembly in 15–30 minutes using the tools included in the box.

Q: Where can I find user manuals and assembly guides?

A: Official digital PDF manuals, model specification sheets, and step-by-step video assembly tutorials are available on our User Manuals page.

Q: Are accessories compatible across all models?

A: It depends on the type of accessory:

  • Universal Accessories: Phone holders, handlebar bags, rearview mirrors, and locks fit seamlessly across RS10, RS11, RS20, and RS21 models.
  • Model-Specific Parts: Essential replacement components like batteries, chargers, tires, brake sets, and motor controllers are engineered specifically for each model.

Please check the product description for fitment details or contact our team prior to purchasing.

Q: How do I charge the battery properly?

A: Connect the included charger to a standard wall outlet first, then plug it into your ride’s charging port. A full charge typically takes 4–8 hours depending on the battery capacity. For models with a removable battery pack, you can charge it either on the vehicle or separately indoors. Never leave batteries charging unattended overnight or near flammable materials.

5. Riding, Performance & Tech

Q: What is the difference between the HiQiS RS20 and RS21?

A: The primary differences lie in the drivetrain, power output, and smart tech:

  • Drive System & Power:
    • RS20: Single rear motor (1200W). Smooth acceleration, ideal for daily urban commuting and light trail cruising.
    • RS21: Dual-motor all-wheel drive (2×1200W). Delivers massive torque, rapid acceleration, and superior climbing ability for steep slopes and rough terrain.
  • Smart & Entertainment Features:
    • RS20: Standard LCD display and lighting system.
    • RS21: Upgraded with NFC smart tap-to-unlock, a built-in Bluetooth speaker, and dynamic ambient lights.
  • Recommendation: Choose RS20 for a balanced, lighter, and budget-friendly everyday ride; choose RS21 if you want maximum dual-motor performance, heavy-duty off-roading, and premium smart features.

Q: How far can I ride on a single charge?

A: Range depends on your specific model, battery capacity (e.g., 15Ah vs. 25Ah), and speed modes. Real-world range will naturally vary depending on rider weight, terrain gradient, tire pressure, riding habits, ambient temperature, and weather conditions.

Q: Can I ride my HiQiS in the rain?

A: HiQiS electric rides feature weather-resistant construction designed to withstand light rain and wet pavement. However, you should never submerge the deck or motor in standing water, ride through severe rainstorms, or wash the scooter/bike with high-pressure water jets. Always wipe down your vehicle and store it indoors in a dry place.

Q: How fast do HiQiS rides go?

A: Top speed varies by model and local regulation settings (typically reaching 45–55 km/h / 28–34 mph on performance off-road models where permitted). Always wear a helmet and protective gear, ride responsibly, and comply with all local e-bike and e-scooter traffic laws.

6. Support & Contact

Have further questions about your order, tracking, or warranty service? Our team is here to assist:

Versand

Schnelle, nachverfolgbare Lieferung aus lokalen Lagern, damit Ihr HiQiS Fahrzeug bereit ist, wenn Sie es sind.
Versandrichtlinie

Ja. HiQiS bietet schnellen Versand in die USA, nach Europa und in weitere ausgewählte Regionen. Mehrere Auslandslager sorgen für kürzere Lieferzeiten und niedrigere Versandkosten.

Bestellungen werden in der Regel innerhalb von 1-2 Werktagen bearbeitet. Je nach Standort und Lagerverfügbarkeit beträgt die Lieferzeit normalerweise 3-7 Werktage.

Wann immer möglich, versenden wir aus unseren lokalen Lagern in den USA, der EU und dem Vereinigten Königreich. Ist ein Artikel dort nicht verfügbar, kann Ihre Bestellung aus unserem internationalen Versandzentrum verschickt werden.

Für die meisten Bestellungen in den USA und der EU fallen keine zusätzlichen Zollgebühren an. Ausnahmen werden beim Checkout deutlich angegeben.

Sobald Ihre Bestellung versandt wurde, erhalten Sie per E-Mail eine Sendungsnummer, mit der Sie die Lieferung in Echtzeit verfolgen können.

Returns

Simple, transparent returns designed to make your HiQiS experience completely worry-free.
Refund Policy

Wir bieten je nach Produkttyp und Region ein Rückgaberecht von 14-30 Tagen. Artikel müssen unbenutzt, originalverpackt und wiederverkaufsfähig sein.

Aus Sicherheits- und Hygienegründen sind gebrauchte Produkte grundsätzlich von der Rückgabe ausgeschlossen, sofern kein bestätigter Defekt vorliegt.

Beruht die Rückgabe auf einem Produktfehler oder Versandfehler, übernehmen wir die Rücksendekosten. Bei Rückgaben aus persönlichen Gründen tragen Kunden die Kosten der Rücksendung.

Once the returned item is received and inspected, refunds are processed within 5–10 business days.

Please contact our support team within 48 hours of delivery with photos or videos. We will arrange a replacement or refund immediately.

Orders

Seamless, secure checkout from start to finish—built for a smooth HiQiS ownership experience.

Orders can be modified or canceled within 12–24 hours after purchase, before shipment begins. Once shipped, changes are no longer possible.

You will receive an order confirmation email immediately after placing your order. If you don’t see it, please check your spam folder.

Yes, but only before your order is shipped. Please contact support as soon as possible.

We accept major credit/debit cards, PayPal, and other secure payment options depending on your region.

If your tracking hasn’t updated for several days, please contact our support team. We will investigate with the carrier immediately.