How quickly will my order arrive?

Given the high order volume, shipments may be delayed. We do our best to process every order within 1-2 business days after it is received, but cannot guarantee it. Once the package leaves the warehouse, delivery times can range between 2-6 days depending on where you live.

 

How can I contact HILAND?

Click the link at the bottom of the page to make it easy for you to contact us.

Note: If you need after-sale service, please attach your order number and picture (if necessary).

 

Where can I get a manual(PDF)?

If you need a PDF version of the manual, please contact us.
We'll send it to you by email.

 

 How do I file a warranty claim?

For different parts of the damage, we provide different warranty policies and periods.
For details, please refer to the warranty regulations shown on the website.
Please note that we are unable to provide after-sales service and warranty for products purchased from unauthorized resellers and websites.
Because we are unable to confirm the origin of the product and the specific order information.

The fastest way to file a warranty claim is to take a photo of your bike & broken part and send it to us at <Hiland_service@joykie.com>

Please include:

Your name, address & phone numberThe model number and order number.

We'll review your photos and information to determine the cause or nature of the problem. If we can, we'll decide on your claim. If we can't tell from the photos, then we'll ask you to send the affected part in.

Once a warranty claim is approved, we'll send the replacement part(s) at no charge. If the required part(s) are not in stock and must be ordered, an estimated delivery time will be given. We reserve the right to make substitutions of equal or greater value at our sole discretion.

If a warranty claim is denied, we'll notify you and provide an explanation of our decision.

 

Where is the model or serial number of my bicycle?

You can find out your frame size by measuring the seat tube - start in the center of the crank and measure to the top of the seat tube (do not measure the seat post or seat).The serial number is imprinted under the bottom bracket.

 

Where can I buy replacement parts for my bike?

Many replacement parts can be directly purchased at any local bike shop; your local dealer can support any of your needs. If you have questions, connect with our bike experts via the Contact Us form, Just email us: Hiland_service@joykie.com

 

How do I get order information like tracking or assistance with my order?

Once your order is placed you will get an email confirmation, and once it has shipped you will get an additional email with a tracking number. For any other order-related questions, you can contact with us via email: Hiland_service@joykie.com and we will reply within 24hours

 

How to assemble the bike? Is it difficult?

Please don't worry about it. Just feel relex. 85% of the bicycle parts have been finished installation. You just need to install handlebar, pedals, saddle and front wheel by yourself. 

 

When will I receive a reply from HILAND after-sales service?

Our customer service typically processes responses within 24 hours, extending to 48-60 hours on weekends.