Customer Service Policy for Surlybiked

At Surlybiked, we believe exceptional customer service is as important as the quality of our EBikes (including Touring, Trail, Pavement, and Haulin models). Our team is dedicated to supporting you at every stage of your journey—from pre-purchase questions to post-delivery assistance—ensuring a smooth, stress-free experience. This Customer Service Policy outlines our commitment to you, the services we offer, and how to reach us for support.

1. Our Customer Service Mission

Our goal is to provide timely, transparent, and solution-driven support to every customer. We strive to:

  • Answer your questions clearly and thoroughly.
  • Resolve issues (e.g., order delays, product concerns, returns) efficiently.
  • Listen to your feedback to improve our products and services.
  • Treat every customer with respect, regardless of the inquiry or issue.

We understand that your EBike is an investment in adventure, commuting, or hauling—and we’re here to ensure it serves you well, every ride.

2. Contact Channels and Response Times

We offer multiple ways to reach our customer service team, with clear response timelines to keep you informed:

2.1 Primary Support Channel: Email

  • Contact: [email protected]
  • Purpose: Ideal for all inquiries, including pre-purchase questions, order updates, return requests, product issues, and general feedback.
  • Response Time:
  • Standard inquiries (e.g., product specs, shipping status): 1–2 business days (excluding weekends and public holidays).
  • Urgent issues (e.g., damaged deliveries, lost packages, payment errors): 24 business hours (we prioritize these requests to resolve them quickly).
  • Tips for Faster Responses: Include your full name, order number (if applicable), and a detailed description of your inquiry (e.g., “Order #12345 – Haulin EBike missing charger”). This helps us locate your information and address your needs faster.

2.2 Order Status and Self-Service

  • Account Portal: Log into your Surlybiked account on our website (www.surlybiked.com) to:
  • Check real-time order status (e.g., “Processing,” “Shipped,” “Delivered”).
  • View tracking information for shipped orders.
  • Access past orders and invoices.
  • Initiate return requests (per our Refund Policy).
  • FAQs Page: Visit our website’s “FAQs” section for instant answers to common questions (e.g., shipping timelines, return eligibility, EBike maintenance). We update this page regularly to address new customer concerns.

2.3 Phone Support (For Urgent Issues)

  • Availability: Phone support is available for urgent, time-sensitive issues only (e.g., delivery emergencies, defective products affecting safety).
  • Hours: Monday–Friday, 9:00 AM–5:00 PM (Central Time, USA).
  • How to Request a Call: Email [email protected] with “Urgent Phone Support Request” in the subject line, including your phone number and a brief description of the issue. Our team will call you within 1–2 business hours during support hours.

3. Services We Provide

Our customer service team assists with a wide range of needs, tailored to your journey with Surlybiked:

3.1 Pre-Purchase Support

  • Answer questions about EBike models (e.g., “Which Touring EBike is best for cross-country trips?” “What’s the weight capacity of the Haulin EBike?”).
  • Provide details on product features (battery life, motor power, storage options) and compatibility (e.g., “Will this Trail EBike work on rocky terrain?”).
  • Explain shipping options, delivery timelines, and international customs requirements (per our Shipping Policy).
  • Help with order customization (if applicable, e.g., adding accessories like bike locks or fenders).

3.2 Order and Shipping Assistance

  • Update you on order processing status (e.g., “Your Trail EBike is being inspected and will ship tomorrow”).
  • Resolve shipping issues:
  • Missing tracking updates (we’ll coordinate with carriers to locate your package).
  • Delayed deliveries (we’ll investigate and provide a revised estimated delivery date).
  • Address changes (if your order hasn’t shipped yet—once shipped, address updates may not be possible, per carrier rules).
  • Assist with package refusal or return shipping for canceled orders (per our Terms of Purchase).

3.3 Post-Delivery Support

  • Product Inspection Guidance: Help you verify that your EBike is in perfect condition (e.g., “How to check for damaged parts on your Pavement EBike”).
  • Assembly Assistance: Provide digital copies of assembly manuals (if not included with your EBike) or answer questions about setup (e.g., “How to attach the Haulin EBike’s cargo rack”).
  • Defect and Damage Claims: Guide you through reporting defective or damaged products (per our Refund Policy), including requesting return labels and arranging replacements.
  • Maintenance Tips: Share basic EBike maintenance advice (e.g., “How to charge your Touring EBike’s battery for long life,” “Cleaning tips for Trail EBike tires”).

3.4 Returns, Refunds, and Exchanges

  • Process return authorization (RMA) requests for eligible products (per our Refund Policy).
  • Update you on refund status (e.g., “Your refund for Order #67890 has been processed and will appear in your account within 5–10 business days”).
  • Assist with exchanges (e.g., swapping a Pavement EBike for a Touring model) and coordinate shipping for replacement products.

4. Handling Complaints and Escalations

We take customer complaints seriously and aim to resolve them to your satisfaction. If you’re not happy with the initial response to your inquiry:

  1. Request Escalation: Reply to our original email and ask to escalate your issue to a senior customer service representative. Include:
  • Your original inquiry details.
  • Why you’re unsatisfied with the initial response.
  • Your desired resolution (e.g., “I’d like a replacement charger sent within 3 days”).
  1. Escalation Timeline: A senior representative will review your case within 24 business hours and contact you with a revised solution or update.
  2. Final Review: If you’re still not satisfied, you may request a review by our Customer Experience Manager. This final review will be completed within 3 business days, and we’ll provide a definitive resolution (e.g., full refund, expedited replacement).

5. Support for International Customers

We serve customers worldwide and adapt our support to meet international needs:

  • Time Zone Considerations: For customers outside the U.S., we respond to emails within 1–2 business days (adjusted for time zones) to ensure you don’t face unnecessary delays.
  • Customs and Duties Help: Provide documentation (e.g., commercial invoices) to assist with customs clearance issues (per our Shipping Policy).
  • Regional Carrier Coordination: Work with local carriers (e.g., DHL Global, local postal services) to resolve international shipping issues (e.g., held packages, delivery address errors).

6. Feedback and Continuous Improvement

Your feedback helps us grow. We welcome your thoughts on:

  • Your experience with our customer service team.
  • Ways we can improve our EBikes or services.
  • Issues you’ve encountered that we can prevent in the future.

You can share feedback via:

  • Email: [email protected] (subject line: “Customer Feedback”).
  • Post-Purchase Surveys: We may send a short survey after resolving your issue or delivering your order—your responses are anonymous and used to train our team and refine our processes.

7. Limitations of Service

While we strive to support you in every way, please note:

  • We do not provide on-site repair services (we can recommend third-party repair partners in your area, where available).
  • For EBike issues caused by misuse (e.g., off-roading a Pavement EBike, overloading a Haulin EBike beyond its weight capacity), our support is limited to guiding you to replacement parts (if available)—warranty coverage may not apply (see our Warranty Policy for details).
  • We cannot guarantee resolution of issues caused by third parties (e.g., carrier delays, customs hold-ups), but we will advocate on your behalf to resolve them as quickly as possible.

8. Contact Us

For all support needs, start with our primary channel:

We’re here to help—ride with confidence, knowing Surlybiked has your back.