SISMA rider support
Answers for the road ahead
Choosing an e-bike comes with good questions. Start here for clear guidance about models, ordering, delivery, setup, batteries, returns, and everyday ownership.
01 / Start here
Choosing your e-bike
Match the bike to your routine before comparing individual features.
How do I choose the right SISMA e-bike?
Begin with your usual distance, road surface, storage space, preferred riding position, and anything you expect to carry. Commuter models suit regular city travel, folding bikes make storage and transport simpler, and off-road options are designed for rougher routes. Compare the measurements and specifications on each product page before ordering.
What determines an e-bike’s real riding range?
Range changes with assistance level, rider and cargo weight, hills, wind, temperature, tire pressure, stopping frequency, and battery condition. Published figures are useful for comparison, but they are estimates rather than a guaranteed distance for every ride.
Where can I find size and weight limits?
Check the specifications on the individual product page for dimensions, recommended rider fit, bike weight, and maximum supported load. Include the rider, bags, locks, accessories, and other cargo when considering the total load.
Can I ride an e-bike anywhere a regular bicycle is allowed?
Not always. E-bike classes, speed limits, age requirements, helmet rules, and access to roads or trails vary by location. Check the current rules for every area where you plan to ride and use the bike only where its configuration is permitted.
02 / Checkout
Orders & payment
A few useful details before you complete your purchase.
Which payment methods can I use?
The payment methods currently available for your order appear during Shopify’s secure checkout. Availability can depend on your location, device, and order details.
Can I change or cancel an order after checkout?
Email support@sismabike.us as soon as possible with your order number and requested change. We will check the order status, but changes or cancellations cannot be guaranteed once processing or shipment has begun. Review our refund policy for the applicable terms.
How will I know my order was received?
After a successful checkout, an order confirmation is sent to the email address you provided. If it does not appear, check your spam folder and confirm that your email address was entered correctly before contacting support.
03 / On the way
Shipping & delivery
Track your shipment and inspect it carefully when it arrives.
How can I check shipping availability, cost, and timing?
Available delivery options and any calculated charges are shown during checkout after you enter an eligible address. Timing can vary by destination, inventory, carrier conditions, and order processing. Read the current shipping policy before placing your order.
Will I receive tracking information?
When tracking becomes available, it is sent using the contact information connected to your order. Carrier scans may take time to appear after a label is created.
What should I do if the package looks damaged or parts are missing?
Photograph the unopened carton, shipping label, damaged areas, bike, and included contents. Keep all packaging and contact us promptly with your order number and photos. Do not ride or charge a bike that appears unsafe or has a visibly damaged battery.
04 / Make it yours
Setup & ownership
Simple habits can support a safer, smoother ownership experience.
Will my e-bike require assembly?
Assembly requirements differ by model. Follow the model-specific manual and verify every fastener, control, brake, tire, and electrical connection before the first ride. If any step is unclear or you do not have the correct tools, use a qualified bicycle technician.
What should I check before each ride?
Confirm that the tires are properly inflated, brakes engage correctly, wheels and folding mechanisms are secure, the battery is locked in place, lights operate, and no component is loose or damaged. Wear suitable protective equipment and stop riding if the bike behaves unexpectedly.
How should I charge and store the battery?
Use only the approved charger for your battery and follow the supplied manual. Charge in a dry, ventilated area away from heat, moisture, flammable materials, and blocked exits. Do not use a battery or charger that is swollen, cracked, unusually hot, wet, modified, or otherwise damaged.
Can I ride in wet weather?
Water resistance differs by model and does not mean the bike is waterproof. Check the product manual, avoid deep water and high-pressure washing, allow extra braking distance on wet surfaces, and dry the bike before charging or storage.
How do I confirm that an accessory or replacement part is compatible?
Compatibility can depend on the exact bike model, production version, dimensions, electrical specifications, and mounting points. Contact support with your model details and a description of the part before purchasing or installing it.
05 / After purchase
Returns & warranty
Use the published policies for the current eligibility requirements.
How do I request a return?
Read the refund policy first, then contact support@sismabike.us with your order number and reason for the request. Do not ship an item back until you have received return instructions.
Where can I find the warranty terms?
The current coverage, exclusions, responsibilities, and claim instructions are available in the SISMA warranty policy. Keep your order information and follow the required maintenance and usage guidance.
What information should I include when asking for support?
Include your full name, order number, bike model, a clear description of the issue, when it began, and relevant photos or a short video. Never open, modify, or attempt to repair a battery pack yourself.
Still need an answer?
Talk to SISMA support
Have your order number or bike model ready so we can understand your question and help more efficiently.