FAQ's
Orders & Payment
What payment methods do you accept?
We accept Visa, Mastercard, American Express, Discover, Diners Club, Apple Pay, and Google Pay — all processed securely through Shopify Payments, powered by Stripe.
Is my payment information secure?
Yes. All transactions are SSL encrypted and processed through PCI-compliant payment gateways. We do not store your full payment details on our servers.
Can I change or cancel my order after placing it?
You can cancel or request changes anytime before your order ships. Contact us at help@orioncycles.shop as soon as possible — once an order has been dispatched, it can no longer be modified or canceled.
Shipping
How long does shipping take?
Standard shipping takes 5–8 business days in transit, plus 1–2 business days handling (6–10 business days total). Express shipping takes 3–5 business days in transit (4–7 business days total).
Do you offer free shipping?
Yes — standard shipping is free on all orders over $10. Express shipping is available for a flat $9.99.
Can I track my order?
Yes. Every order includes a tracking number, sent to your email once your package ships.
Do you ship internationally?
Currently, we only ship within the United States.
Returns & Refunds
What is your return policy?
We accept returns within 30 days of delivery for unused items in original condition with original packaging, tags, and accessories intact.
How do I start a return?
Email help@orioncycles.shop with your order number, the item(s) you'd like to return, and (optionally) your reason. We'll send you return instructions once approved.
Who pays for return shipping?
Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect — in those cases, we cover it.
When will I get my refund?
Refunds are typically issued within 7 business days after your return is approved, credited back to your original payment method. Bank processing times may add a few extra days.
What if my refund is late?
If it's been more than 15 business days since approval and you haven't received your refund, contact us at help@orioncycles.shop and we'll investigate right away.
Products & Bikes
Do your e-bikes come assembled?
Bikes are shipped either fully assembled or with clear, easy-to-follow setup instructions, depending on the model.
What if my bike arrives damaged?
Refuse the delivery if possible and notify us immediately. If it's already been delivered, take clear photos and email help@orioncycles.shop so we can arrange a replacement or resolution.
Do you offer warranties on your bikes?
(Add your specific warranty terms here — battery, motor, frame coverage, etc.)
Support
How can I contact customer support?
Email us at help@orioncycles.shop or call +1 (564) 544-7221. Our support hours are Monday–Friday, 9:00 AM – 5:00 PM CT.
Still have questions?
Reach out to our team anytime at help@orioncycles.shop — we're happy to help.