# Contact & Support

How to reach CEMOTO support.

---

## Contact details

| | |
| --- | --- |
| **Support email** | support@cemotoride.com |
| **Returns / refunds email** | support@cemotoride.com |
| **Terms and policy enquiries** | support@cemotoride.com |
| **Toll-free phone** | +1 866 751 8668 |
| **Hours** | Monday–Friday, 9:00 AM–5:00 PM (PT) |
| **Legal business name** | ELECOBIKE INC |
| **US warehouse** | Los Angeles, California, USA |
| **Returns center** | 4250 Shirley Ave, El Monte, CA 91731 · Phone: 626-216-0518 |

> **Note on the phone line:** CEMOTO describes the phone line as being **in its testing phase**, and recommends reaching out via email or the contact form for the fastest response.

---

## Response times

Support operates **Monday–Friday, 9:00 AM–5:00 PM PT**.

| Channel | Typical response |
| --- | --- |
| **Email / contact form** | 1–2 business days |
| **Product page guidance** (D-series) | Within **12 hours during business hours**, within **48 hours outside business hours** |
| **Cancellation enquiries** | Within 24 hours |

---

## Contact form

The contact form on cemotoride.com requires:

- **Name**
- **E-mail**
- **Phone Number**
- **Message**

By submitting your phone number you consent to receive text messages from CEMOTORIDE regarding **product inquiries and customer support**. Message frequency may vary. You can **opt out at any time by replying STOP**. Message and data rates may apply. For help, contact support@cemotoride.com.

**Contact form:** [cemotoride.com/pages/contact](https://cemotoride.com/pages/contact)

---

## What to include

The faster your first message lets the team identify the problem, the faster it is resolved. Include:

| Field | Example |
| --- | --- |
| **Bike model** | CEMOTO D03 Pro |
| **Order number** | #12345 |
| **Error code** (if displayed) | E07 |
| **Description** | "Motor cuts out when climbing after about 10 minutes. Display shows E07 before it cuts." |
| **Photos / video** | Attach directly to the email |
| **Checks already completed** | "Reseated the motor connector, checked battery charge, confirmed not in 0 gear" |

### Email template

```
Subject: [Model] — [Issue] — Order #[number]

Bike model:
Order number:
Purchase / delivery date:

Issue description:

When it started:
Conditions it occurs in:

Error code shown (if any):

Checks already completed:

Photos/video: attached
```

CEMOTO's own guidance: *"please describe the problem in detail and provide photos and videos so that we can find the problem."*

---

## Other contact channels

| Channel | Link |
| --- | --- |
| **WhatsApp** | wa.me/18667518668 |
| **Facebook** | facebook.com/cemotobike |
| **Instagram** | instagram.com/cemotoride |
| **YouTube** | youtube.com/@cemotobike |
| **TikTok** | tiktok.com/@cemotoride |
| **LinkedIn** | linkedin.com/company/cemotobike |

> **For technical support and warranty claims, always use email.** Social channels are not monitored for support requests, and a warranty claim requires a documented email trail with photo evidence.

---

## Regional stores

| Region | Site |
| --- | --- |
| United States | cemotoride.com |
| United Kingdom | uk.cemotoride.com |
| Europe | eu.cemotoride.com |
| Manufacturing | cemotobike.com |

---

## Which email should I use?

| Situation | Email |
| --- | --- |
| Technical fault, troubleshooting, parts advice | **support@cemotoride.com** |
| Warranty claim | **support@cemotoride.com** |
| Shipping damage | **support@cemotoride.com** |
| Return request (RMA) | **support@cemotoride.com** |
| Refund enquiry | **support@cemotoride.com** |
| Order cancellation | **support@cemotoride.com** |
| Terms or policy questions | **support@cemotoride.com** |
| Dealer / distributor enquiry | Contact form on the Dealer page |
| Affiliate program | Affiliate program page |
| Privacy / data deletion | Data deletion page or support@ |

---

## Before you write

Many questions are answered faster in this documentation center than by email. Especially worth checking first:

- **"It won't move"** → [Power & Start-Up Faults](https://wiki.cemotoride.com/link/334) — it is usually the 0-gear state
- **"There's an error code"** → [Display & Error Codes](https://wiki.cemotoride.com/link/332)
- **"It won't charge"** → [Charging Faults](https://wiki.cemotoride.com/link/329)
- **"The range is short"** → [Range & Performance](https://wiki.cemotoride.com/link/335)
- **"What's my warranty?"** → [Warranty](https://wiki.cemotoride.com/link/391)
- **"How do I return it?"** → [Returns & Refunds](https://wiki.cemotoride.com/link/387)
- **"Where's my order?"** → [Shipping](https://wiki.cemotoride.com/link/388)

---

## Related pages

- [Support overview](https://wiki.cemotoride.com/link/377)
- [Warranty Claims](https://wiki.cemotoride.com/link/389)
- [FAQ](https://wiki.cemotoride.com/link/367)
- [Troubleshooting](https://wiki.cemotoride.com/link/327)