Customer Support

Shipping & Delivery

Advene will check against 5 different carriers and select the most competitive cost to ship your product. When your order starts shipping, a tracking number will be sent to you via email.

We deliver Advene anywhere in the world as long as local laws permit us to import Advene. Note that buyers have to handle local customs and taxes (We have clearance for USA, Europe, Singapore & South Korea).

We will charge you the shipping fee under these circumstances: 

  • If you cancel your order over 24 hours and within 30 days without any reasons, we’ll charge the transaction fee (2.6% for credit card users, 3.6% for paypal users) + shipping cost.
  • Any defects or damages caused by exposure to excessive heat, liquids or other external causes;
  • Any defects or damages caused by reliability or compatibility issues when using unauthorized third-party parts;
  • Any defects or damages caused by misuse of products, unauthorized modification, dis-assembly or operation not in accordance with the official instructions or manuals;

Shipping Cost

Regions Cost
Asia Pacific Regions
(E.g. Singapore South Korea and Japan)
$140
Other Regions
(E.g. United States, Europe and Australia)
$300

We will be absorbing 50% of the shipping cost to increase the affordability for our riders while allowing more people to enjoy Advene bikes. 

If there are any problems or changes, we will contact you before shipping the product.

Delivery Policy

Shipment processing time:

All orders are processed within 3-5 business days. Orders are not shipped or delivered on weekends or holidays.

If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email.

Shipment to P.O. boxes or APO/FPO addresses:

Advene.net ships to addresses within the U.S., some of U.S. Territories (Please consult i[email protected] before ordering), and does not ship to P.O. Box and APO/FPO/DPO addresses.

Advene will also ship to European countries and Singapore. 

Shipment confirmation & Order tracking:

You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s). The tracking number will be active within 24 hours. Most Advene packages are shipped via UPS or FedEx. You could contact FedEx: 1(800) 463-3339 or UPS: 1-888-742-5877 for further shipping information. The estimated delivery time is 7-10 business days.

Damages:

Advene.net is not liable for any products damaged or lost during shipping. If you received your order damaged or lost your package, please contact us within 20 days at i[email protected]

Return & Refund Policy

Cancellation

Customers can request a full refund within 24 hours after placing an order on Advene.net. Please note that we will charge a transaction fee if you apply for the refund after 24 hours and before delivery (2.6% for credit card users, 3.6% for PayPal users). Orders purchased after 30 days could not be cancelled.


Return

The return service is currently available to U.S, Europe & Singapore orders only. If you want to return the product, please pick up the package first. Then register your order in our return center (i[email protected]) to obtain a shipping label. To avoid paying high, Please note that double shipping fee may be deducted from the final return if you directly reject the products.  

For the return of orders, we’ll charge the transaction fee (2.6% for credit card users, 3.6% for paypal users) + shipping cost. For quality issues, we will give you the full refund or one-time free replacement after we receive the goods. 


Refund

After you returned the product to our warehouse, we’ll issue the refund within 14 business days, you’ll be notified with an email once your order is refunded.
If you don’t receive the refund after 14 business days, please contact us via i[email protected]

 

Please follow the 3 steps to process your return

◆ Step 1:
Register your order in our return center: 
i[email protected]

◆ Step 2:
Our Support Team will determine whether your order is eligible. After confirming that your order is eligible, they will give you a Return Material Authorization (RMA) number and provide you with a prepaid return shipping label (label to be determined by the support team). They will also provide instructions on how to properly package the product to return it safely. This is incredibly important. Do not ship the product until you have received the proper safety directions on how to ship the product. You must clearly mark the RMA number on the package and include your proof of purchase date with the product.

◆ Step 3:
Advene Tech will process your return or warranty according to the return or warranty policy. 

Please DO NOT return the items without the RMA confirmation from the Advene Customer Service Team.
For return without confirmation, the refund or replacement may not be processed.

Exchange & Return Policy

All purchases (except for sale items, special orders, and bicycles shipped in cargo) can be returned within 14 days for exchange or refund.

Below shows a list of requirements for exchange or refund:
The product must be left unused.
Returns must include original packaging and receipts, as long as there are no defects
Please keep in mind that in order to recover our financial expenses, a 25% commission can be applied to all refunded credit card payments, regardless of deposit or purchase.
In-store sales items can only be returned for store credit or exchange.
Online sales, special order sales, and sales of all bikes we carry through cargo are not exchangeable unless defective.

In the event you are faced with any legal restrictions on the import or delivery of your bike, we shall refund you 75% of the amount on your Indiegogo campaign contribution. You are responsible for determining whether it is legal to import, deliver, and operate the Advene at your location.

Warranty

We want to provide all our riders with confidence and ensure that you can enjoy our bikes to the fullest. Every rider is granted 4-year warranty on any bicycle parts for higher assurance.

DO NOT USE YOUR PRODUCTS UNTIL YOU HAVE READ THE TERMS OF THE WARRANTY. 

All Advene products purchased on Advene.net come with a limited warranty (“warranty”) as set out below. BY USING ADVENE PRODUCT YOU ARE AGREEING TO BE BOUND BY THE TERMS OF THE ADVENE LIMITED WARRANTY. 

We provide a limited warranty for purchases on Advene.net. The warranty period is measured starting on the date the original consumer purchaser received the products.


Exclusions and Limitations:

This warranty does not apply:

  • Non-quality related issues;
  • Items purchased from unauthorized resellers;
  • Purchases without valid proof of purchase;
  • Items that have been refunded;
  • Items that have expired their warranty period;
  • Any defects or damages caused by misuse of products, unauthorized modification, dis-assembly or operation not in accordance with the official instructions or manuals;
  • Any defects or damages caused by exposure to excessive heat, liquids or other external causes;
  • Any defects or damages caused by reliability or compatibility issues when using unauthorized third-party parts;
  • Lost or stolen products;
  • Free products.


Valid Proof of Purchase:

  • Order number of purchases made through Advene.net;
  • Sales invoice or order confirmation email that clearly shows the description of the product, its price and sales channel.

Our main product will have a 48-month warranty. Because most shipping information cannot be found online after 6 months the transport ends (if the original purchaser can’t find it online),  the warranty period is measured starting on the date of purchase by the original consumer purchaser. We will extend the warranty period for you by one month. 


How to claim your warranty?

Step 1

Claim your warranty on Advene.net: i[email protected]

Step 2

Contact Advene Customer Service Team at i[email protected] or +1 415 799 7683 (U.S) / +65 6908 0480 (Singapore).

Attach a short video to show the issues. 

Step 3 

While the Customer Service Representative processes the claim, you will receive a Return Material Authorization (RMA) form.

If your item is eligible for Advene Warranty Policy, you will received a prepaid shipping label*. Please follow the instructions on how to properly package and return the item safely. Please follow the instructions above before you ship out the products.

*Please note that we can only provide prepaid return shipping labels for return packages in the U.S. & Singapore. For return in other countries and areas, please contact our Customer Service Team at i[email protected] for more details.

**Instruction on how to properly package and return the item safely.

Step 4

Advene will proceed with replacement 15 business days* after confirming that the defective item is received at our warehouse. The final resolution is subject to the availability of the replacement items.

All replacement items will follow the same warranty time frame of the original defective item or 3 months after being replaced, whichever is later.

*Please note that delivery is subject to changes caused by force majeure.