1.1. Pre-sale Questions

What are the shipping costs and delivery times to my EU country?

We offer free door-to-door delivery via DHL, GLS, or DPD (all options are economy)! Shipping is also free. Orders are processed and shipped within 48 hours. You'll receive your package within 2-3 business days of placing your order.

Do you offer any special prices for wholesale orders?

Yes, we offer bulk discounts. You'll receive discounts when you purchase 3+ devices or 5+ accessories/consumables of the same model in a single order. For detailed information on discount levels, please contact our customer service. Also, sign up for our emails to receive exclusive discount codes—you can unsubscribe at any time via the email footer, no strings attached.

How do I choose the right e-scooter/e-bike for my needs?

Choosing the right e-scooter or e-bike is easy when you focus on your daily needs – here's how to decide:

• Start with your primary use: Choose an e-scooter/bike for short daily commutes (e.g., 2-10 km) or quick trips around town. Choose an e-bike if you need longer rides (e.g., over 10 km) or want to carry small items (like groceries).
• Check your range: Match your battery range to your typical ride length. For example, if your commute is 5 km each way, a range of 20-30 km is ideal—you don't need to worry about additional charging.
• Consider storage: If you rely on public transportation, a foldable e-scooter/e-bike will save space. If storage isn't an issue, you can choose any model based on your usage needs.
• Still unsure? Our team is here to help—just contact us with your daily routine, and we'll share personalized tips! Contact Us

1.2. Device Questions

What is the actual range and maximum speed?

Actual range and maximum speed depend on motor power and external factors such as user weight and the environment in which it is used. Don't worry—we provide detailed range and speed information for each product on its individual page. Simply visit the product page to find all the details you need!

What is the maximum user load?

The exact maximum user weight for each product is listed on its dedicated page—it's very easy to find! Here's a quick overview of our common ranges to give you a head start:

• E-scooters: E-scooters for daily commuting have a load capacity of 100-120 kg; Off-road e-scooters support 150-200 kg.
• E-bikes: Daily commuter e-bikes have a load capacity of 120 kg; mountain e-bikes support 150 kg.
• Hoverboards: Maximum load 54-100 kg, at least 20 kg.

Security and Compliance:

Are your e-scooters and e-bikes CE certified and road legal in the EU?

Yes, all our e-scooters, e-bikes, hoverboards, and treadmills are CE certified—fully meeting European safety and compliance standards! Plus, our e-scooters come with additional local road validity:

• ABE series e-scooters that comply with German standards have a German road license, such as E9TMax, T4, T8, etc.
• DGT series e-scooters that comply with Spanish standards include a Spanish road license, for example the i9Max GT2 (for Spain).

What are the age and helmet requirements?

All our e-scooters and e-bikes are suitable for different age groups - here's a simple, clear guide:

• E-scooters: Commuter models are suitable for teenagers and office workers (for everyday use). Off-road e-scooters require riders to be over 18 years old.
• E-bikes: Similar rules – daily commuter models work for teens/adults, while off-road options (like trail e-bikes) also require riders over 18 to ride them.
• For Kids: We have dedicated kids e-scooters and H-Series hoverboards, designed especially for younger riders.
  Safety first! We always recommend wearing a helmet, and good news—our website also has CE-certified helmets (for both adults and children) to fit your ride.

Do the battery and charger have EU safety certificates?

Yes, absolutely! Our batteries, chargers, and cases meet EU safety standards and are CE certified.

E-Scooters:

• What is the difference between the different series?

Our e-scooter series are mainly divided by application and target users – it's easy to find the right model:

• By Use: Daily Commuter e-Scooter Series (S, i, e): Ideal for daily city rides (e.g., to work/school) with a focus on comfort and practicality. Off-Road e-Scooter Series (iX, GT, ABE T): Built for challenging trails or outdoor adventures, with stronger designs for challenging terrain.
• By Target User: Kids' E-Scooter Series: Safe, size-appropriate options designed specifically for younger riders. ABE-Certified E-Scooter Series: Meets local German regulations and is approved for road use in Germany.

E-Bike:

• What type of motor (mid/axle drive) do e-bikes use? Are they suitable for uphill riding?

These e-bikes utilize dual 250W axial motors with "Motor Adaptive Power" technology—super practical for everyday rides! Adaptive power automatically kicks in when you encounter hills, headwinds, or carrying extra weight, making for a smoother ride. It can handle gradients of up to 15°, making it suitable for most everyday mountain rides. If you need something even more suitable for uphill riding, our M10 mountain e-bike is perfect—it's designed specifically for tackling more challenging hills and terrain.

Hoverboard:

• How long does it take for a beginner to learn to ride? Are there beginner modes?

It's up to you—some people catch on quickly, while others take a little longer. Don't worry; there are helpful tutorials on YouTube!

Plus, for your peace of mind: all our hoverboards are fully CE certified (meet EU safety standards) and we test each one individually before shipping.

• How old do you have to be to ride a hoverboard?

There is no specific age limit for our hoverboards - they are suitable for most ages, provided the user weighs at least 20kg.

• How can I tell when my hoverboard is fully charged?

The charger light turns green when the hoverboard is fully charged. Additionally, the charger automatically shuts off to prevent overheating—safe and convenient!

Treadmills:

• What is the engine power (HP)? What are the dimensions when folded for storage?

This treadmill has a quiet 2.5 HP motor that supports up to 120 kg—perfect for quiet indoor workouts! When it comes to storage, it folds up to 16 kg, making it easy to carry and store (like under a bed).

• How do I create an account?

First, click the login icon in the upper left corner of the homepage. Then, enter your email address. You'll receive a verification code in your inbox—enter it, and your personal account is ready!

• I forgot my password. How can I reset it?

On the login screen, click the "Forgot your password?" link. Enter your registered email address and we'll instantly send you a password reset link.

4.1. General technical issues

My device won't turn on. What should I do?

If your device is not turning on, try these simple steps:

1. Check the battery connections: Make sure the battery is securely connected to the e-scooter. Transportation can loosen the connections, so disconnect and reconnect it securely.
2. Charge your scooter: Even if the charger light immediately turns green, leave it connected for a few hours - the battery may have discharged during shipping.
3. Test the charger: If possible, use the charger with another device to see if it works (this will help determine if the problem is with the scooter or the charger).
4. Check for visible damage: Inspect the scooter for physical damage or loose parts (e.g. cables).

Why is my battery life so short? How do I care for my battery?

Battery life can be affected by many factors. If you're experiencing issues, please share these details with our support team (email: support@cybercart.pl ) to help us diagnose the issue:

• When did the battery performance problems begin?
• How long does the scooter last on a full charge?
• Any unusual behavior (e.g., faster discharge or not fully charging)?

If your battery is still under warranty, we will investigate and replace it if it is faulty. To care for your battery and extend its life:

• Avoid overcharging (do not charge above 100%) or discharging to 0%.
• Store your scooter/battery in a cool, dry place (away from extreme temperatures).
• Remember: Battery performance naturally decreases over time with heavy use (e.g. long daily rides).

What should I do if the display on my e-scooter/e-bike/treadmill is not working properly?

To repair a damaged display, send us photos or videos showing the issue (e.g., display won't turn on, incorrect battery percentage or speed readings). Then contact us by email at support@cybercart.pl—we'll help resolve it as quickly as possible!

Why can't I achieve the expected speed/maximum power?

Several factors can affect the speed and power of your device:

• Rider Weight: Excessive weight can prevent you from reaching top speed.
• Terrain/hills: Hilly or uneven terrain reduces performance compared to flat surfaces.
• Battery charge: Low battery may limit speed/power to conserve energy.
• Settings/Modes: Check if you are in a mode (e.g. eco mode) that limits your speed - switch to sport mode for more power.

If you are within the warranty period and believe there is a fault, please contact us - we can arrange an inspection or replacement if necessary.

4.2. Specific problem

E-Scooter

Why is my electric scooter not reaching the advertised speed or range?

The speed and range of an electric scooter can be affected by several factors—such as load, road conditions, and riding habits. For example, riding with an excessive load (over 70 kg, which is used in our tests), on bumpy roads, or frequently braking can reduce performance. Advertised range/speed figures are based on tests with a 70 kg rider on completely flat roads, so actual use may vary.

Why does my scooter have problems such as brake failure, low brake sensitivity and loud brake noise?

There are several common causes of brake problems (such as failure, poor sensitivity, or loud noise) – here’s what to check:

• Brake failure or poor sensitivity: This can occur if the brake cable is loose or worn. Check that the cable is tight and properly adjusted. Worn or damaged brake pads may require replacement.
• Loud brake noise: Often caused by dirt or debris on the brake pads or rotor. Clean them to ensure smooth operation. If the pads are too worn, replacing them should stop the noise.
• Damaged brake pads or rotors: If you notice visible damage (e.g., bends or heavy wear), it's time to replace them.

If you're unsure, send us videos or photos of your braking system—we'll help! If the problem persists, let us know and we'll arrange repairs or replace the damaged parts.

E-Bike: How to turn on the U1/U2/U3/U4 e-bike?

To turn on the e-bike:

• For U1: Press the "M" button for 3 seconds.
• For U2/U3/U4: Press the "M" button for 2 seconds.

Hoverboard:

The scooter is tilted. How do I adjust the balance?

To adjust balance when the scooter is tilted:

1. Place the scooter on a smooth surface.
2. Press and hold the power button until the left and right indicators flash alternately (you hear a "beep beep beep" sound).
3. Turn the scooter off and then back on again and it will return to a balanced state.

How can I check if my hoverboard is charged?

To check if your hoverboard is charged, check the charger—a green light will illuminate when the scooter is fully charged. Plus, the charger automatically shuts off to prevent overheating, so it's safe and easy!

Treadmill

The treadmill motor is making a strange noise.

There's no need to worry – strange engine noises can often be easily fixed by performing these quick checks:

1. Make sure the treadmill is on a flat, stable surface (uneven surfaces cause vibrations).
2. Check for foreign objects (e.g. wires, dust or small objects) near the motor or belt.
3. Make sure the engine area is clean – do not cover it (overheating can cause strange noises).

If the noise persists after these steps, please contact our support team. We can assist with further diagnosis or arrange repairs if necessary!

Available 24/7 at:

+49 173 3182 382

E-mail:

support@cybercart.pl

Working hours:

Monday - Friday: 9:00 AM - 6:00 PM PT

Chat with us:

More details in the " Contact " section.

How to get after-sales service?

Getting after-sales support is easy—contact us by message, email, or phone! Your purchases are covered by the CyberCart Guarantee: under normal use, products are free from defects in materials or workmanship during the warranty period. If your product no longer performs as warranted, our team will quickly assist you.

Information about after-sales service channels:

• Email: support@cybercart.pl
  Please send us your order ID, details of the fault, and photos or videos so we can help you.

What is your returns and refunds policy?

We accept returns and offer refunds based on these simple rules:

• Returns Window: Submit a return request within 30 business days of delivery (no need to provide a reason as long as the product meets our returns policy).
• Free returns (unused items): Return unopened, unactivated, or unused items with all original packaging/accessories within 30 days of purchase/delivery. Proof of purchase (e.g., receipt or order confirmation) is required.
• Faulty/Damaged Products: If there is a manufacturing fault or a problem on our part, please contact our after-sales team within 30 days and we will arrange a free return + full refund (including return shipping). If the problem is customer-caused, you will cover the return shipping costs (the cost depends on the chosen courier). If we sent damaged/incorrect items, we will cover the shipping costs.

How long does it take to process my return?

We'll process your return within 5 business days after receiving and inspecting your returned item at our warehouse (you'll also receive a confirmation email!). After this time, refunds typically appear in your account within 15 business days—though this depends on your payment provider (like your bank or PayPal). If you don't see your refund after 5 business days, please check your bank/credit statement or contact your payment provider. If you still don't see it, email support@cybercart.pl and we'll get back to you quickly!

What does your warranty cover?

Our warranty begins on the actual delivery date and covers original defects in materials and workmanship. Here's a quick overview:

• E-bikes: 2-year warranty.
• Scooters and hoverboards: 1-year warranty.
• Pole breakage: 6-month warranty.
• High-value accessories (batteries, motors, controllers): 6-month warranty.

We also cover spare parts, labour and normal use in light rain or small puddles.