FAQ

Warranty Policy

What does the ZUKKA warranty cover?

Our 3-month warranty covers manufacturing defects that affect the product's functionality or safety. It includes defects reported under normal usage and maintenance conditions. For more details, please visit our Warranty Policy.

What is not covered under the warranty?

The warranty does not cover:

  • Damage due to negligence, misuse, or accidents.
  • Normal wear and tear (e.g., scratches, abrasions).
  • Unauthorized modifications or repairs.
  • Products purchased from unauthorized resellers.

How do I file a warranty claim?

Follow these steps:

  1. Contact us at service@zukkabike.com with details about the issue.
  2. Provide high-quality photos or videos showing the defect.
  3. Wait for our team to evaluate the claim and provide further instructions.

Are return shipping costs covered under the warranty?

Customers are responsible for all return shipping costs associated with warranty claims. We recommend using a trackable shipping service.

What happens if my bike is damaged during shipping?

If your bike is damaged during shipping, report the issue within 7 days of delivery to service@zukkabike.com. Include photos or videos of the damage, and we will assist with a replacement or refund.

How can I ensure my warranty remains valid?

  • Use the product as intended and follow care instructions.
  • Report issues within the 3-month warranty period.
  • Avoid unauthorized modifications or repairs.

Is the warranty transferable?

No, the warranty is limited to the original purchaser and is non-transferable. Details are available in our Warranty Policy.

Can I extend the warranty period?

The warranty period cannot be extended. Ensure you report any issues promptly within the 3-month warranty period.

Return Policy

What is ZUKKA’s return policy for unshipped items?

Unshipped items can be returned within 30 days of the original order, subject to a 25% restocking fee for returns not due to valid issues. To initiate a return, please contact our customer support team.

Can I return my bike after it has been shipped?

Shipped bikes can be returned within 7 days if there are quality or other issues. The bike must be unused, free from dirt or damage, and in its original packaging. Assembled bikes are not eligible for returns.

Who is responsible for return shipping costs?

Customers are responsible for the shipping cost of any returns, including returns of accessories or replacement parts. For complete information, refer to our Return Policy.

Are there items that cannot be returned?

Yes, the following items are non-returnable:

  • Batteries
  • Special orders
  • Sale items
  • Gift cards
  • Gifted orders
  • Open-box sales

What steps do I need to follow before returning an item?

Before sending any return, you must obtain written approval from our Customer Experience team. Returns sent without prior approval will not be refunded, and the customer will be responsible for shipping fees. Notify us with a tracking number once the item has been shipped.

When can I expect my refund after a return?

Once we receive and inspect the returned item, you will be notified of the refund approval or rejection. Refunds for approved returns will be credited to the original payment method. If you don’t see your refund within the expected time, contact us at service@zukkabike.com. For more details, visit our Return Policy.

Shipping Policy

How long does it take for ZUKKA to ship my order?

In-stock orders typically ship within 3-5 business days. Processing may take up to 3 additional business days if your order requires verification. You will receive a shipping confirmation email once your order has shipped.

Can I make changes to my order after it has been shipped?

Once your order has shipped, we are unable to make changes, including address adjustments or shipping preferences. If changes are needed, please contact us immediately before the order is processed. Learn more in our Shipping Policy.

Does ZUKKA ship internationally?

Currently, ZUKKA only ships within the United States. We do not offer international shipping.

What happens if my order is lost, stolen, or damaged during shipping?

ZUKKA is not responsible for lost, stolen, or damaged items once they are with the shipping provider. You can purchase third-party shipping insurance during checkout to protect your order. Contact the insurance provider directly for claims.

How do I return an item with quality issues?

If your product has quality issues, you may request a refund or reshipment within 7 days of delivery. ZUKKA will cover the shipping fees for eligible reshipments. Contact customer support with order details and documentation of the issue to initiate the process. See more at our Shipping Policy.

Are there additional shipping fees for Hawaii residents?

Yes, palletized freight orders to Hawaii may incur additional fees. Orders containing only accessories or parts will also have standard shipping fees.

Payment Methods FAQs

What payment methods does ZUKKA accept?

We accept a variety of payment methods, including credit and debit cards (Mastercard, Visa, American Express), PayPal, and After Pay instalment plans. For more details, visit our Payment Methods page.

Can I use PayPal to pay for my ZUKKA bike?

Yes, you can! PayPal is a simple, fast, and secure way to complete your purchase. If you already have an account, you're all set.

Does ZUKKA offer instalment payment options?

Yes, we offer flexible instalment plans through After Pay, allowing you to spread the cost of your bike over time.

Are there any restrictions on credit card payments?

ZUKKA accepts all major credit and debit cards, including Mastercard, Visa, and American Express. If you encounter any issues during checkout, feel free to contact our support team.

How secure are the payment options at ZUKKA?

We prioritize the security of your transactions. All payment methods, including credit cards, PayPal, and After Pay, are processed through secure and trusted platforms.

Can I combine payment methods for a single purchase?

Currently, we only accept one payment method per transaction. Choose the option that works best for you, such as credit cards, PayPal, or After Pay instalments.

Assembly & Maintenance

How can I assemble my ZUKKA bike?

Assembly is simple with our step-by-step guides! Check out our assembly videos and owner’s manuals for detailed instructions. With our help, you’ll have your bike ready to ride in no time.

Where can I find the owner’s manual for my ZUKKA bike?

Visit the Owner’s Manuals on our website to find a complete list of manuals categorized by product type. These manuals are available as downloadable PDFs for easy viewing and printing.

What tools are needed for bike assembly?

All ZUKKA bikes come 85% pre-assembled, and basic tools are included in the package. For additional help, refer to our assembly video or manual.

How do I ensure my ZUKKA bike is properly maintained?

Regular maintenance includes checking the brakes, tires, and chains for wear and tear. For more tips, refer to our Maintenance Guide, where you’ll find troubleshooting steps and expert advice to keep your bike in great condition.

Are additional accessories or upgrades available for ZUKKA bikes?

Yes, we offer a range of accessories like baskets, bells, and protective covers to personalize your bike.

What should I do if I encounter an issue during assembly?

If you run into any challenges, contact our customer support team or refer to the Assembly Help section for troubleshooting tips and video tutorials.