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
- 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
| Channel | Link |
|---|---|
| wa.me/18667518668 | |
| facebook.com/cemotobike | |
| instagram.com/cemotoride | |
| YouTube | youtube.com/@cemotobike |
| TikTok | tiktok.com/@cemotoride |
| 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 | |
|---|---|
| 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 — it is usually the 0-gear state
- "There's an error code" → Display & Error Codes
- "It won't charge" → Charging Faults
- "The range is short" → Range & Performance
- "What's my warranty?" → Warranty
- "How do I return it?" → Returns & Refunds
- "Where's my order?" → Shipping