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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 Conflict notice: the Contact page FAQ referencesoperates 24/7 support, which contradicts the published Monday–FridayFriday, 9:00 AM–5:00 PM PT hours. The published business hours govern..

Response times

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
Main FAQ Average answer time 24 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

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

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:

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