1.1. Pre-sale Questions

• What are the shipping costs and delivery times to my EU country?

We offer free door-to-door delivery via DHL, GLS or DPD (all cost-effective choices)! Also, delivery is free when your order totals over 99 euros. Orders are processed and shipped within 0 - 1 weekdays, and then delivery takes 3 - 6 working days. So you’ll receive your package in 3 - 7 days after placing your order.

• Do you offer any special pricing for bulk orders?

Yes, we offer bulk purchase discounts. You will get discounts for buying 3+ devices or 5+ same-model accessories/consumables in one order. For specific discount tiers, contact our customer service. Also, subscribe to our emails for exclusive discount codes – you can unsubscribe anytime via the email footer, no strings attached.

• How do I choose the right e-scooter/e-bike for my needs?

Choosing the right e-scooter or e-bike is easy when you focus on your daily needs—here’s how to decide:

1. Start with your main use: Pick an e-scooter/commuter e-bikes for short daily commutes (e.g., 2-10 km) or quick city trips. Go for an e-bike if you need longer rides (e.g., over 10 km) or want to carry small items (like groceries).
2. Check the range: Match the battery range to your typical ride length. For example, if you commute 5 km each way, a 20-30 km range works great—no need for extra charging worries.
3. Think about storage: If you take public transport, a foldable e-scooter/e-bike saves space. If storage isn’t an issue, you can choose any one according to your using needs.
4. Still unsure? Our team is happy to help—just reach out with your daily routine, and we’ll share personalised tips! Contact us.

1.2. Devices Questions

General:

• What is the real-world range and top speed?

The real-world range and top speed depend on the motor’s power, plus external factors like rider weight and the environment you’re using it in. Don’t worry—we list detailed range and speed info for every product on its individual page. Just head to a product’s page to find all the details you need!

• What is the maximum rider weight capacity?

You’ll find the exact maximum rider weight capacity for each product on its dedicated landing page—super easy to locate! Here’s a quick overview of our common ranges to give you a head start:

E-scooters:

Commuter e-scooters hold 100–120 kg;

Off-road e-scooters support 150–200 kg.

E-bikes:

Commuter e-bikes take 120 kg;

Mountain e-bikes handle 150 kg.

Hoverboard: 54–100 kg max load, 20 kg at least.

Safety & Compliance:

• Are your e-scooters and e-bikes CE certified and road legal in the EU?

Yes, all our e-scooters, e-bikes, hoverboards, and treadmills are CE certified—they fully meet EU safety and compliance standards! Plus, our e-scooters have extra local road validity:

The German-standard ABE series e-scooters come with a German road licence, such as the E9TMax, T4, T8, etc.

The Spanish-standard DGT series e-scooters include a Spanish road licence, for example, the i9Max GT2 (for Spain)

• What are the age and helmet requirements?

All our e-scooters and e-bikes are tailored to different age groups—here’s a simple, clear guide:

E-scooters: Commuter models suit teens and office commuters (for daily use). Off-road e-scooters require riders to be 18+.

E-bikes: Follow similar rules—commuter styles work for teens/adults, while rugged options (like off-road e-bikes) also need riders to be 18+.

For kids: We have dedicated kids’ e-scooters and the H-series hoverboards, made just for younger riders.

Safety first! We always recommend wearing a helmet, and great news—our website also has CE-certified helmets (both adult and kids’ styles) to pair with your ride.

• Do the battery and charger have EU safety certifications?

Yes, absolutely! Our batteries, chargers, and the body all meet EU safety standards and are CE certified.

E-Scooters:

• What's the difference between the different series?

 Our e-scooter series are mainly split by use case and target users—it’s easy to find the right fit:

By use case:

Commuter e-scooter series (S, i, e): Perfect for daily city rides (like commuting to work/school) with a focus on comfort and practicality.

Off-road e-scooter series (iX, GT, ABE T): Built for rough paths or outdoor adventures, with sturdier designs for tough terrain.

By target users:

Kids’ e-scooter series: Safe, size-friendly options made just for younger riders.

ABE Certification e-scooter series: Meets local German regulations and comes with road-legal approval for Germany.

E-Bikes:

• What type of motor (mid-drive/hub) do the e-bikes use? Is it suitable for hills?

The e-bikes use dual 250 W hub motors with "Motor Adaptive Power" technology—super practical for daily rides! The adaptive power kicks in automatically when you face inclines, headwinds, or carry extra weight, making your ride smoother. It handles up to 15° uphill well, which works great for most daily hilly routes. If you need something even more suited for hills, our M10 mountain e-bike is ideal—it’s specifically designed to tackle more challenging slopes and terrains.

Hoverboard:

• How long does it take for a beginner to learn? Are there beginner modes?

It depends on you—some folks get the hang of it really quickly, while others need a little more time. Don’t worry; there are helpful tutorials on YouTube too!
Plus, for peace of mind: all our hoverboards are fully CE certified (so they meet EU safety standards), and we test every single one individually before sending it out.

• How old do you need to be to ride a hoverboard?

There’s no specific age limit for our hoverboards—they’re suitable for most ages as long as the rider weighs at least 20 kg.

• How do I know when my hoverboard is fully charged?

Your charger’s light turns green once the hoverboard is fully charged. Also, the charger automatically shuts off to prevent overheating—nice and safe!

Treadmills:

• What is the motor power (HP)? What are the folded dimensions for storage?

This treadmill has a 2.5 HP quiet motor that supports up to 120 kg — perfect for silent indoor workouts! As for folded storage, it’s only 16 kg; moving and stowing it (like under a bed) is a breeze.

• How do I create an account?

First, click the login icon in the top-left corner of the homepage. Then enter your email address. You’ll receive a verification code in your inbox—enter it, and your personal account will be all set!

• I forgot my password. How can I reset it?

On the Sign In screen, click the “Forgot password?” link. Enter your registered email address, and we’ll send you a password reset link right away.

4.1. General Issue

• My device won't turn on. What should I do?

If your device won’t turn on, try these simple steps:

1. Check the battery connection: Ensure the battery is firmly connected to your electric scooter. Shipping can loosen connections, so disconnect and reconnect it securely.
2. Charge the scooter: Even if the charger light turns green immediately, leave it plugged in for a few hours—your battery might’ve drained during delivery.
3. Test the charger: If possible, use the charger with another device to check if it works (this helps see if the issue is with the scooter or charger).
4. Look for visible damage: Inspect the scooter for physical damage or loose parts (like wires).

• Why is my battery life so short? How do I care for my battery?

Battery life can be affected by many factors. If you’re having issues, share these details with our support team (email: support@cybercart.com) to help us troubleshoot:

1. When did battery performance start declining?
2. How long does the scooter last on a full charge?
3. Any unusual behaviour (like faster draining or not fully charging)?

If your battery is still under warranty, we’ll investigate and may replace it if there’s a fault. To care for your battery and extend its lifespan:

1. Avoid overcharging (don’t charge past 100%) or draining it to 0%.
2. Store the scooter/battery in a cool, dry place (keep away from extreme temperatures).
3. Remember: battery performance naturally declines over time with heavy use (like long daily rides).

• What should I do if the display on my electric scooter/e-bike/treadmill is malfunctioning?

To fix a malfunctioning display, please send us pictures or videos showing the issue (e.g., the display not turning on, incorrect battery percentage, or speed readings). Then contact us via email at support@cybercart.com—we’ll help resolve this ASAP!

• Why can't I reach my expected speed/maximum power?

Several factors can affect your device speed and power:

Rider weight: Excess weight may prevent reaching max speed.

Terrain/inclines: Hilly or uneven ground reduces performance compared to flat surfaces.

Battery charge: A low battery can limit speed/power to save energy.

Settings/modes: Check if it’s in a mode (e.g., eco mode) that limits speed—switch to sport mode for more power.

If you’re within the warranty period and believe there’s a fault, contact us—we can arrange an inspection or replacement if needed.

4.2. Specific Failure

E-Scooter

• Why doesn’t the electric scooter reach the advertised speed or range?

Electric scooter speed and range can be affected by several factors — such as load, road conditions, and riding habits. For example, riding with excess weight (over 70 kg, which is what our tests use), on bumpy roads, or braking frequently can reduce performance. The advertised range/speed is based on tests with a 70 kg rider on completely flat roads, so real-world use may vary.

• Why does my scooter have problems such as brake failure, insensitive brakes, and loud brake noise?

There are a few common reasons for brake issues (like failure, low sensitivity, or loud noise) — here’s what to check:

1. Brake failure or insensitive brakes: This may happen if the brake cable is loose or worn. Check that the cable is tight and properly adjusted. Also, worn or damaged brake pads might need replacing.
2. Loud brake noise: Often caused by dirt or debris on the brake pads or disc. Clean them to ensure smooth operation. If the pads are too worn, replacing them should stop the noise.
3. Damaged brake pads or discs: If you see visible damage (like warping or heavy wear), it’s time to replace them.

If you’re unsure, send us videos or images of the brake system — we’ll help! If the issue persists, let us know and we’ll arrange repairs or replace faulty parts.

E-Bikes:

• How to turn on the ebike U1/U2/U3/U4?

To turn on your e-bike:

For U1: Press the "M" button for 3 seconds.

For U2/U3/U4: Press the "M" button for 2 seconds.

Hoverboard:

• The hoverboard is tilted. How do I adjust the balance?

To adjust the balance when your hoverboard is tilted:

1. Place the hoverboard on a smooth surface.
2. Press and hold the power button until the left and right lights flash alternately (you’ll hear a “beep beep beep” sound).
3. Turn the hoverboard off, then on again — it’ll return to the balanced state.

• How do I know if my hoverboard is charged?

To know if your hoverboard is charged, check the charger — it’ll show a green light once the hoverboard is fully charged. Also, the charger automatically turns off to prevent overheating, so it’s safe and easy!

Treadmill

• The motor of the treadmill is making an unusual noise.

No need to worry—unusual motor noises are often easy to fix with these quick checks:

1. Ensure the treadmill is on a flat, stable surface (uneven floors cause rattling).
2. Check for foreign objects (like wires, dust, or small items) stuck near the motor or belt.
3. Make sure the motor area is clear—don’t cover it (overheating can trigger strange sounds).

If the noise persists after these steps, just reach out to our support team. We’ll help troubleshoot further or arrange repairs if needed!

Available 24/7 at 

+49 173 3182 382

Mail to:

support@cybercart.com

MON-FRI:

9 am to 6 pm PT

Chat with us

More details in Contact Us.

• How to get after-sales service?

Getting after-sales support is simple—just contact us via inbox, email, or phone!

Your purchase also comes with CyberCart’s warranty: under normal use, products are free from material or workmanship defects during the warranty period. If your product fails to work as guaranteed, our team will assist you promptly.

After-sales service channel information:

Mail: support@cybercart.com

Let us know what we can do for you by emailing us your order ID, breakdown information and pictures or videos

• What is your return and refund policy?

We accept returns & offer refunds with these straightforward rules:

Return window: Request a return within 30 business days of delivery (no reason needed, as long as the product meets our return conditions).

Free returns (unused products): Within 30 days of purchase/delivery, send back unopened, unactivated, or unused items with all original packaging/accessories. Just provide proof of purchase (like a receipt or order confirmation).

Defective/damaged products: If there’s a manufacturing defect or issue from us, contact our after-sales team within 30 days—we’ll arrange a free return + full refund (including return shipping). If the issue is customer-caused, you’ll cover return shipping (cost depends on your chosen courier). If we sent damaged/wrong items, we cover shipping.

• How long does it take to process my refund?

We’ll process your refund within 5 business days once we receive and inspect your returned item at our warehouse (you’ll get a confirmation email, too!).

After that, refunds typically show up in your account within 15 business days—though this depends on your payment provider (like your bank or PayPal).

If you don’t see the refund after 5 business days, check your bank/credit card statement or reach out to your payment provider. Still missing it? Email us at support@cybercart.com, and we’ll offer help ASAP.

• What is covered under your guarantee (warranty)?

Our warranty starts from the actual delivery date and covers original defects in materials and workmanship. Here’s a quick breakdown:

E-bikes: 2-year warranty.

Scooters & Hoverboards: 1-year warranty.

Pole fracture: 6-month warranty.

High-value accessories (batteries, motors, controllers): 6-month warranty.

We also cover replacement parts, labour, and normal use in light rain or small puddles.