EU-F20 Mate HS

To register your bike, please send your order number and frame number to our customer support email: fafrees@fafreesebike.com. Our professional support team will provide you with all the necessary registration documents.

If you’re unsure where to find your frame number, feel free to ask our customer service team—they will gladly guide you. We are always here to assist you and ensure your complete satisfaction.

Free gifts and accessories are shipped separately from the e-bike. While your e-bike is dispatched from our European warehouse, all accessories and complimentary gifts are sent from our warehouse in China. Delivery for these items typically takes around 10–15 business days.

We sincerely appreciate your patience. If you have any questions, please feel free to contact our customer support team: fafrees@fafreesebike.com, who will respond promptly during business days. At Fafrees, we are committed to putting our customers first and strive to provide you with a satisfying shopping experience.

If you have any questions regarding pre-sales inquiries, order cancellations, shipping details, or product recommendations, please reach out to our dedicated pre-sales team at: fafrees@fafreesebike.com.

If you have already received your e-bike and need assistance or have any after-sales questions, our support team is ready to help at: support@fafreesebike.com.

For partnerships, collaborations, or marketing-related inquiries, please contact our marketing department at: marketing@fafreesebike.com.

To help us assist you as quickly and efficiently as possible, we kindly ask that you choose the appropriate email based on your inquiry. Our teams are committed to providing friendly, prompt, and helpful support to ensure your Fafrees experience is smooth and enjoyable.

Absolutely! You can browse all available replacement parts and accessories for your e-bike by visiting our accessories page. We strive to keep a wide selection so you can find exactly what you need to maintain or upgrade your ride.

If you cannot find a specific part or accessory, don’t worry—our after-sales support team is always ready to assist you. Simply reach out to us at support@fafreesebike.com, and we’ll do our best to help you locate the right item or provide guidance on the next steps.

Additionally, you can check our nearest offline stores for repairs or to purchase parts in person via this store locator link. We recommend contacting the store via the provided email or phone before visiting to ensure the part you need is available and avoid any unnecessary trips.

We are committed to opening more offline stores to better serve our customers, address any concerns promptly, and provide a satisfying shopping experience.

Yes! You can easily check the status of your order using our Track Order page. Simply enter your order number and the email address you used when placing your order to view the latest shipping information.

If you encounter any issues or have questions about your shipment, feel free to contact our customer service team at fafrees@fafreesebike.com. We’re happy to help and ensure your order reaches you smoothly.

All Fafrees e-bikes and separately purchased accessories come with a 1-year repair warranty from the date of delivery, covering manufacturing defects. This warranty does not include normal wear-and-tear items such as tires, brake pads, chains, cables, grips, or cosmetic damage. Second-hand, modified bikes, and free gifts included with your order are not covered.

For added peace of mind, we have partnered with Xcotton Shipping Protection, a paid shipping insurance service available at checkout on our official website. This protection covers packages that are lost, misdelivered, partially missing, or damaged during transit, with claims handled directly by Xcotton. You can review the full terms here.

In addition, Fafrees offers extended warranty plans through Xcotton for accidental damage and product issues, including one-time battery replacement for natural degradation. Plans are available for 1-year, 2-year, or 3-year coverage and can be purchased within 60 days of the original order. Full details of the extended coverage are available here.

To request warranty service for manufacturing defects, simply take photos or a short video of the issue and email it along with your order number to support@fafreesebike.com. For issues with shipping or insurance claims, contact Xcotton directly at support@xcottons.com.

With this combination of standard 1-year warranty, optional shipping protection, and extended insurance, your Fafrees e-bike is backed for both manufacturer defects and unexpected incidents, ensuring a secure and worry-free riding experience.

You will receive an email notification once your order has shipped, keeping you informed every step of the way. If you wish to cancel your order before it is dispatched, please contact our customer service team at fafrees@fafreesebike.com. We will do our best to process your cancellation promptly before the shipment is made.