Main enquiry line. Product questions, catalogue requests and order follow-up.
Also reachable by phone call.
Support
E-bike supplier support and buyer FAQ.
Straight answers on selection, orders, QC, documents and after-sales — and a real person to ask when the answer is not on this page.
01 · Talk to a human
Contact and response times.
Two WhatsApp lines, both reachable by phone. Quotations and documents go by email; after-sales is handled in the conversation rather than by ticket.
Second line for when the main number is busy, and for after-sales.
Also reachable by phone call.
Call either line directly. Monday to Saturday, GMT+8.
Outside business hours, WhatsApp is the faster route.
Quotations, specification sheets, packing and loading data, and certification requests.
After-sales is handled by WhatsApp or phone, not email.
Reply time: within one business day, Monday to Saturday, GMT+8.Based in: Xingtai, Hebei, China.A dedicated support mailbox is being set up and will be published here once it is live.
02 · Frequently asked
Answered here, not deferred.
The questions buyers send most often, answered the way we actually work. Where something really does depend on your order, we say which part does.
Ordering
What is the MOQ?
MOQ is flexible — an order can start from a single unit. Most programmes begin with a sample or a small pilot batch and scale once the platform is confirmed, so there is no volume you have to clear before you can test a platform.
How does an order run from start to finish?
Enquiry → quotation → confirmation → deposit → production → balance payment → dispatch → shipping → delivery. Send the sourcing brief to start step one, and we reply within one business day with the platforms that fit and anything still open.
Can I order a sample or pilot batch first?
Yes, and most projects do. A sample or pilot order is how buyers verify ride quality, finish and packaging on a real unit before committing to a production run or an assortment.
What payment terms and Incoterms do you work with?
We work with the main shipping arrangements — DDP, CIF and FOB among them. Payment is 30% deposit on order confirmation and 70% after production, before dispatch. Payment is 30% deposit on order confirmation and 70% after production, before dispatch. Payment is 30% deposit on order confirmation and 70% after production, before dispatch. Payment is 30% deposit on order confirmation and 70% after production, before dispatch. Payment is 30% deposit on order confirmation and 70% after production, before dispatch. Payment is 30% deposit on order confirmation and 70% after production, before dispatch. Which one applies to your order, and the payment terms that go with it, are confirmed in the quotation for your destination port.
Product and specification
Which family fits my market?
It depends on who will ride it and what the terrain is like where you sell. Tell us the rider profile and the local conditions in the sourcing brief and we recommend a family on that basis, explaining the reasoning rather than defaulting to one platform. Six families cover urban commuting, e-MTB, fat tyre, folding, step-through and high power.
Are the specifications on this site final?
No — everything published here is the minimum configuration. Battery capacity, frame choice and other equipment can be raised on any platform. Message us on WhatsApp with the model and what you want changed and we will confirm what is possible; the full minimum-configuration sheet is on the specifications page.
Can I change components or branding?
Yes. Four things are customised most often: components, logo, colour and packaging. Tell us which of them you need in the sourcing brief — Custom / OEM covers the full scope.
Compliance
Which certificates do you hold?
Four documents are published, each with its own holder, standard, dates and model scope: a CE Verification of Conformity (EN 15194:2017 with LVD, EMC and Machinery) for electric bicycles, a GPSR attestation for mountain bikes, a General Product Safety Directive certificate that expires on 28 September 2026, and a REACH chemical test report covering a saddle sample. The holders are not all the same entity and no document covers the whole range - read them one by one on the evidence and compliance page.
Will the e-bike be legal to sell in my country?
It depends on the destination — market rules differ. We issue the conformity and test documents we hold for the models you shortlist and the market you sell in. Confirming that those documents satisfy your local requirements, and meeting any additional national rule, stays with the buyer.
Shipping and logistics
Where can I find carton and weight data?
Carton size and gross weight are listed per platform on the specifications page, and the same data is in the downloadable CSV. Container loading plans are issued with the quotation — ask us if you need one earlier.
How are battery packs shipped?
Either fitted in the bike or removed and packed separately, depending on the destination and the carrier. The lithium-battery transport documentation your route requires - for example UN38.3 test evidence, which is not among our published documents - is confirmed in the quotation.
After-sales
What happens if something is wrong on arrival?
Inspect the goods on arrival and report it to the after-sales line — WhatsApp or phone — with the model, order reference and photographs. What we do next depends on the issue: replacement parts, a credit, or technical guidance on fitting. We will tell you plainly what we can and cannot do.
Is there a warranty on the bike?
TOJEN does not provide a blanket warranty covering every component of the complete bicycle. Against non-human damage, the frame carries a 12-month limited warranty and the battery carries a 6-month limited warranty. Other components and spare-parts support are confirmed in the quotation. Support runs through spare parts and technical help instead: a complete spare-parts set is available for every platform, and we guide you through fitting it. Tell us before you order which components you want to keep on the shelf and we will price them into the original order rather than shipping them separately later.
How do I get spare parts?
We hold a complete spare-parts set for every platform. Send us the model and the components you want on WhatsApp or by phone, and we will confirm availability and pricing.
03 · How ordering works
From first question to delivered container.
Nine steps, in order. Follow the ring, then open the numbered notes beside it — you always know what we need from you next.
- 01Enquiry
You send market, quantity direction, platform family and customisation level. We reply within one business day.
- 02Quotation
Platforms, configuration options, MOQ, payment terms, Incoterms and lead time, confirmed in writing.
- 03Confirmation
You confirm platform, specification and packaging; we issue the order confirmation.
- 04Deposit
The agreed deposit is received and production is scheduled.
- 05Production
Component preparation, assembly and branding to the confirmed specification.
- 06Balance payment
Settled before dispatch, on the terms stated in your quotation.
- 07Dispatch
Orders of 50 units or more are fully inspected at the shipping location before the goods leave.
- 08Shipping
Freight arranged on the Incoterm agreed in your quotation — DDP, CIF or FOB.
- 09Delivery
Goods arrive at your destination; after-sales and spare parts continue on the same lines.
04 · Documents
What you can take away today.
Specification data is downloadable now. Commercial, compliance and shipping documents are prepared for the models you actually shortlist.
Minimum configuration for all 30 catalogue platforms — wheel size, frame, motor, battery, display, gearing, tyres, brakes, speed, charging, carton and weight.
CE conformity paperwork and the market-specific compliance file for the destination you sell in, issued for the models on your shortlist.
Container loading plans for your logistics planning, alongside the carton and weight data already published in the specification sheet.
05 · After-sales and spare parts
Where the relationship continues.
Support runs on spare parts and technical guidance rather than a warranty clause — so put the parts you may need into the order you are already placing.
Complete bicycles are not covered by a blanket warranty covering every component. TOJEN does not provide a blanket warranty covering every component of the complete bicycle. Against non-human damage, the frame carries a 12-month limited warranty and the battery carries a 6-month limited warranty. Other components and spare-parts support are confirmed in the quotation.
Send the model, order reference and photos on WhatsApp or by phone. What we can do depends on the issue — parts, credit or technical help — and we say so plainly.
Name the components you want to stock locally in the sourcing brief, so they are included in the original order instead of shipped separately later.
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