Question 1

How long will it take to receive my order?

Accepted Answer

Typically, it takes 3-8 business days to receive your order. We're doing our best to deliver it promptly for you.

Question 2

How to track my order?

Accepted Answer

You can track your order using your order number or tracking number provided in your shipping confirmation email. Click on Track navigation or Chat with us.

Question 3

Do you ship internationally?

Accepted Answer

We currently ship to the USA (excluding Alaska, Hawaii, and Puerto Rico), with local warehouses in the U.S. for fast and reliable delivery.If you're interested in purchasing our bikes or becoming a dealer or distributor in other countries, please reach out to us at sales@xekoya.com. We’re happy to discuss shipping options and partnerships!

Question 4

What if my order arrives damaged?

Accepted Answer

Please inspect your package immediately upon delivery.If there is visible damage, note it on the delivery receipt and email photos to support@xekoya.com right away so we can assist with a replacement or shipping claim.

Question 5

What is your return policy?

Accepted Answer

Please review our return, refund, and exchange policy [here].

Question 6

Who is covered by the warranty?

Accepted Answer

The warranty applies only to the original owner and requires valid proof of purchase (such as your order confirmation or invoice). It is non-transferable.

Question 7

What happens if a part is defective?

Accepted Answer

If a covered component is found defective during the warranty period, XEKOYA will provide a replacement part at no charge (excluding labor or installation costs). Replacement parts may be shipped directly from our factory or an authorized supplier.

Question 8

What is not covered under the warranty?

Accepted Answer

The warranty does not cover damage or defects caused by:Accidents, abuse, or improper use (including stunt riding or racing)Poor maintenance or incorrect assemblyExposure to water, chemicals, or sandUnauthorized modifications or unapproved partsCosmetic damage or normal wear and tearRemoved or altered serial numbersExternal causes such as collisions, fire, flooding, or theft

Question 9

How do I file a warranty claim?

Accepted Answer

To make a claim:Email support@xekoya.com with your order number and a detailed description of the issue.Include clear photos or videos showing the problem.Our technical team will review your claim and provide next steps for part replacement or service.If repairs require a local technician, we may recommend one — but labor costs are the customer’s responsibility.

Frequently Asked Questions

XEKOYA SPORTS

Frequently Asked Questions

Ride with Xekoya

XEKOYA SPORTS