🛒 Shopping FAQs

1. What should I do if I have trouble logging in? Please follow these troubleshooting steps:

• Check your details: Your username is the email address you used for registration.

• Reset password: Select "Forgot your password?" on the Sign In page to reset it.

• Cookies: Ensure your web browser is set to accept cookies.

• Social Login: You can also sign in using your Facebook or Twitter account.

• Direct Support: WhatsApp: +86 180 1550 4229 / Email: sale06@serenadebikes.com

2. Can I get a discount for larger orders? Yes, we offer volume discounts—the more you purchase, the higher the discount. For a custom quote, please provide:

• The product models and quantities you need.

• Your requested delivery timeline.

• OEM Requirements: We can paint your own brand/logo. Costs vary by design.

• Note: Bulk orders also significantly reduce the average shipping cost per item.

3. Can I choose products without a logo? Yes. We offer "No Logo" (stealth) versions for most of our products. If you prefer a clean UD matte or glossy finish without branding, please specify this when ordering.

4. Can I customize the configuration of my wheelset? Absolutely. We specialize in custom builds. If you have specific preferences for hubs, spokes (e.g., Sapim CX-Ray), or nipples, we can customize the configuration to meet your exact riding needs and weight requirements.

5. How do I manage items in my cart? Log into your account and click the shopping cart icon. You can remove items or update the "Qty" (Quantity) column to change the amount you wish to purchase.

💳 Payment FAQs

1. Which payment methods do you accept?

• PayPal: Our preferred method. All store prices already include PayPal fees.

• Bank Transfer (T/T): Including Company-to-Company and Private-to-Private.

• Western Union.

2. Can I change my billing or shipping info after payment? Once an order is placed, details should not be changed. If you need an urgent update, contact Customer Service immediately. We can only update the address if the package has not been dispatched yet.

3. Why am I being asked to "verify" my payment? This is a standard security procedure to ensure all transactions are authorized, protecting both you and our store from fraud.

🚚 Shipping FAQs

1. Do you ship to my country and what are the rates? We ship worldwide and offer Free Shipping to many regions. If your country is not listed at checkout, please contact us for a manual shipping quote.

2. How long will it take to receive my order?

• Handling Time: Generally 7–12 business days to prepare and build your order.

• Shipping Time: Typically 2–4 weeks under normal circumstances.

• Expedited Shipping: Faster options (FedEx/TNT) are available (4–7 days) but carry higher costs.

3. Do you offer Tax-Inclusive (DDP) shipping? Yes. For customers in the EU, USA, and Southeast Asia, we offer specialized shipping methods that include customs duties and taxes. By choosing these options, you will not have to handle customs clearance or pay extra fees upon delivery.

4. Who is responsible for customs duties?

• Standard Shipping: It is the buyer's responsibility to clear customs and pay relevant duties/VAT. We typically declare a low value ($5–$20) for accessories to assist with this.

• Tax-Inclusive Line: If you select our "Tax-Included" service (available for EU, USA, SEA), we handle all fees for you.

5. How do I track my package? Once dispatched, we will update your tracking number. You can track it via www.17track.net. Note: It may take 2–3 business days for info to appear after dispatch.

🛠 After-Sales FAQs

1. How do I cancel or change an order?

• Before Payment: No action needed; unpaid orders cancel automatically after 7 days.

• After Payment: Contact us immediately. If the order is already in the packaging or shipping stage, it cannot be cancelled.

• Adding Items: Contact us to update your existing order instead of cancelling.

2. How do I request after-sales service or warranty? If you have any issues, please:

1. Provide your Order Number.

2. Send clear photos or videos showing the issue to our customer service.

3. Local Repair Support: To save you time, we often coordinate with local professional partners to provide repair services in your area.

4. Professional Expertise: Our global partners are industry veterans with over 10 years of experience, ensuring high-quality technical support.

3. What is your Return & Exchange policy? We offer a 30-day return policy for quality issues or mis-shipments.

• Condition: Items must be in original condition (unwashed, unworn, tags attached).

• RMA: You must contact us for an RMA number before returning any items. Unapproved returns will not be processed.

• Note: We do not accept returns for damage caused by client negligence or minor color differences due to monitor settings.

4. Where do I return items? Once our team approves your request and provides an RMA, we will send you the specific return address. After inspection at our headquarters, we will process your refund or exchange.