Customer Help
Our happiness team is always here to assist.
Common purchase queries answered
Orders and Shipping
Orders are typically processed within 1–3 business days. Shipping times vary depending on your location, but most customers receive their orders within 5–10 business days. You will receive a confirmation email with tracking information once your order is shipped.
Creating an account is easy! Click the “Sign Up” or “My Account” icon at the top right of our homepage, then enter your email address and create a password. You’ll be able to track orders, manage shipping information, and access exclusive offers.
If your order hasn’t shipped yet, please email us as soon as possible at contact@ouxiv8ebike.com with your updated shipping address. Once an order has been shipped, we are unable to change the delivery address.
Once your order is shipped, you will receive a tracking number via email. You can use this number to track your order on the carrier’s website. You can also log in to your OUXI account to view your order status at any time.
No, we do not store any credit card information on our servers. All transactions are securely processed through trusted third-party payment gateways that use encryption to protect your personal and financial data.
Sales tax is applied to orders based on your shipping address and in accordance with local laws and regulations. You will see any applicable tax charges at checkout before you complete your order.
Currently, we ship to select countries. Please check our shipping policy or reach out to contact@ouxiv8ebike.com to confirm if we can deliver to your location. We’re working on expanding our international shipping options.
In most cases, your items will arrive in one package. However, if you ordered multiple products or accessories, they may be shipped separately depending on availability and warehouse location. You will receive separate tracking numbers if applicable.
If you need to swap an item
Returns and Exchanges
You may return any unused, unassembled item in its original packaging within 30 days of delivery for a refund or exchange. Contact us at contact@ouxiv8ebike.com for a Return Merchandise Authorization (RMA) and detailed instructions. Return shipping is free if the return is due to our error (defect, wrong item); otherwise, the customer is responsible for return freight. Refunds are issued to the original payment method within 5–7 business days after we inspect the item.
We’re sorry! Email contact@ouxiv8ebike.com within 7 days of delivery with your order number and photos of the item received. We’ll arrange a free pickup or provide a prepaid label and send the correct product immediately.
If your package arrives with visible damage, photograph the box before opening. Inspect the contents and email photos plus a brief description to contact@ouxiv8ebike.com within 7 days. We’ll replace the damaged part or the entire product at no cost to you.
After you receive an RMA, we’ll email the specific warehouse address that matches your location. Please do not ship any items back without an RMA, as they may be refused and returned to sender.
•Email: contact@ouxiv8ebike.com (24 / 7)
• Live Chat: Click the chat icon at the bottom right of any page (Mon–Fri, 9 AM–6 PM PT)
We typically reply to emails within one business day.
Email us immediately at contact@ouxiv8ebike.com with the correct address and your order number. If the order hasn’t shipped, we’ll update it at no charge. If it has shipped, we’ll help you reroute the package, but carrier fees may apply.
Orders are processed quickly, but if you contact us at contact@ouxiv8ebike.com within 1 hour of placing the order, we’ll do our best to modify or cancel it. After the order enters fulfillment, changes or cancellations are no longer possible; you can still return the item under our returns policy once it arrives.
Yes! If a product shows “Pre‑Order,” you can reserve it by completing checkout as usual. We’ll display the estimated ship date on the product page and in your confirmation email. Your payment secures your place in line, and you may cancel at any time before shipment for a full refund.