FAQ

Frequently Asked Questions (FAQ)

Asheville Custom E-bikes

1. What payment methods do you accept?

We accept all major credit cards including Visa, MasterCard, and American Express, as well as Shop Pay and other secure payment methods available at checkout.

2. Do you offer international shipping?

At this time, we do not offer international shipping. We currently ship to all 50 U.S. states and APO/FPO addresses (some restrictions may apply).

3. What is your return policy?

We offer a 14-day return policy. For full details, please refer to our Return Policy page, which can be found in the footer of every page on our website, or by visiting our dedicated "Return Policy" section.

4. Are the E-bikes assembled upon delivery?

Yes, our e-bikes are partially assembled to ensure safe and secure shipping. Each bike includes detailed assembly instructions and a user manual. We highly recommend professional assembly to ensure optimal performance, safety, and longevity.

For local pickup orders, we will contact you with the option to have your bike professionally assembled in-store. Our in-shop assembly includes:

Full professional assembly of your e-bike and any additional accessories purchased
A comprehensive 30-point safety and performance inspection
A 2-mile test ride to fine-tune performance, including brake bedding and battery balancing
Liquid Kevlar tire liner installation in both tires — capable of sealing punctures up to ¼ inch, helping prevent flats
Custom fitting upon your arrival to ensure the most comfortable and efficient ride
A full demonstration of your bike’s features, controls, and capabilities
App connection tutorial, tailored to your smartphone (iOS or Android), to integrate with your e-bike’s smart features
Assistance with proper registration of your bike with the manufacturer to activate your warranty

This thorough process ensures your e-bike is road-ready, safe, and dialed in for your unique needs. Our local pickup experience gives you the confidence and knowledge to fully enjoy your e-bike and its technology from the moment you ride out.

5. Do you offer a warranty on your products?

Yes, we offer warranties on all our bikes. Warranty terms vary depending on the brand. For example, Aventon and Urtopia e-bikes both include a 2-year warranty. Please refer to the specific brand's website for full warranty details.
Important: Your e-bike must be registered with the manufacturer to activate the warranty.

6. How do I register my e-bike or bike rack?

You can register your e-bike or bike rack by visiting the manufacturer’s website. Most brands offer a quick and easy online registration form.

If your e-bike features app integration, it may automatically register during the setup process when you connect the bike to the app on your phone (iOS or Android). This is common with smart e-bike brands.

To complete registration, you’ll typically need the following:

Your bike’s serial number
Proof of purchase (such as your receipt or order confirmation)

If you need any assistance with registration, we're happy to help — just contact us at support@theacebikes.com or call us at (828) 595-4295.

7. What kind of After-Sales Support do you offer?

We’re With You Every Step of the Ride!

When you purchase your e-bike from Asheville Custom E-bikes, your experience doesn’t stop at the sale — it only gets better. We’re committed to providing ongoing support, service, and expertise to ensure your e-bike continues to perform at its best. Here’s what you can expect:

✅ Authorized Warranty Service Center

We are an approved warranty service center for all brands we carry. That means if your e-bike needs warranty repairs or support, you can bring it directly to us — no third-party runaround.

🛠 Professional Assembly & Setup

All local pickup orders have the option of in-store professional assembly, a 30-point inspection, a 2-mile test ride, liquid Kevlar tire liner installation, custom rider fitting, and a full demo of your bike’s features. We also provide smartphone app setup assistance and ensure your e-bike is fully registered with the manufacturer for warranty protection.

📞 Real People, Real Support

Have questions or concerns after your purchase? We’re just a phone call or email away. Whether you need help troubleshooting an issue, setting up a new accessory, or just want riding tips — we’re here for you.

🧰 Product Support & Maintenance

From basic maintenance to more advanced diagnostics, we offer full support for your e-bike and accessories. We can help with:

Accessory installation
Battery care & troubleshooting
Brake & drivetrain tuning
Firmware updates & diagnostics
Long-term maintenance

🚲 Help Registering Your Bike

Need help with warranty registration or app setup? We’ve got you covered. We’ll guide you through the process and make sure your e-bike is properly registered to unlock full manufacturer support.

At Asheville Custom E-bikes, you're not just buying a bike — you're joining a community that rides with you, supports you, and keeps you rolling.

8. Can I track my order?

Yes! Once your order is shipped, you will receive a tracking number via email. You can use this number to follow the status of your delivery.

9. Do you offer financing options?

Yes, we offer financing options through Shop Pay. Visit the Financing section of our website to view available plans and check your eligibility.

10. Are spare parts available for purchase?

Absolutely. We carry a wide selection of spare parts for the bikes we sell. If there is something specific you are looking for that you are not seeing on our website, please contact us! We will do our best to help you find exactly what you need.

11. Do you offer customization options for the bikes?

Some of our bikes allow customization such as color choices, accessory upgrades, or add-on options. contact us directly for more details.

12. How can I contact customer support?

You can reach our team via:

📧 Email: support@theacebikes.com
📞 Phone: (828) 595-4295
Or by using the Contact Form on our website at theacebikes.com

We strive to respond to all inquiries within 24-48 hours.