Support 

Welcome to our Support page, where you can find answers to the most commonly asked 
questions about our company, products/services, policies, and more

General Questions

Products/Services Questions

Account Questions

Technical Questions

Contact Questions

1. General Questions

Order Modifications
No, changes to items, payment methods, or shipping and billing addresses cannot be made after finalizing your order.
How do I track my order?
Once your order has shipped, you will receive a tracking number via email. You can use this number to track your order on our website or on the carrier's website.
Can I cancel or modify my order?
We try to process orders as quickly as possible, but if you need to modify or cancel your order, please contact our customer service team as soon as possible. We'll do our best to accommodate your request.
Do you have a physical store?
Currently, Our store is On its way under construction

2. Returns and Exchanges

Returns Policy
  • Can I return a bike?
    Unopened bikes can be returned within 15 days with a 15% restocking fee. Shipping costs are non-refundable.
  • Are batteries returnable?
    No, unless covered under warranty.
  • How are refunds issued?
    Refunds are sent to the original payment method and may take 7-10 business days to process. Klarna refunds may take up to 14 days.

    Accessory, Apparel, and Part Orders

  • Can I update the shipping address?
  • No, but you can cancel within 24 hours and place a corrected order.
  • Can I return accessories or apparel?
  • Yes, within 30 days if items are in new condition. Contact info@cardinrazza.com to start the process.

    • 3. Shipping

    • How long does shipping take?
      • Standard: 5-7 business days
      • Expedited: 2-3 business days
      • International: 7-14 business days
    • What if my order is damaged or lost?
      Report damaged items within 7 days. For lost shipments, contact us immediately.
    Learn More About our Policies
  • What does the bike warranty cover?
    • Frame, fork, and electronics: 1 year
    • Battery: 2 years or 500 charge cycles
  • What’s excluded from the warranty?
    Normal wear and tear, misuse, water damage, unauthorized repairs, and modifications.

    • Account registration, sign in, password & linked accounts

    Resetting Your Password
    If you have forgotten your password, click the "Forgot password?" link on the Sign In screen. Enter your email address, and we will send you a link to reset your password.
    Changing Your Login Email Address or Password
    You can change your account email address and password on the Account Information page. All your email subscriptions and order confirmations will be sent to your new email address.

    Order status & history

    Tracking an Order
    You can track the status of your order online at Sephora.com. Click on Track Order at the top of the page to see your Recent Orders. Click on the order number for the shipment that you would like to track, and a detailed order information page will be displayed. A tracking number is located to the right of the ship-to address and under the shipping method. Click on this number to view detailed tracking information. You can review the tracking history and the estimated date of delivery. Please estimate 1 - 3 business days from the time your order has shipped.
    Order Statuses:
    Order Submitted - "Placed" Once you have placed your order on Sephora and your credit card has been authorized, your order status will appear as "Placed."
    Order Processing - "In Progress"
    Once you have placed your order, it will be sent to our warehouse to be processed and packed for shipment. During this time, your order status will appear as "In Progress." Please allow 1 - 2 business days for the order to be processed and prepared for shipment.
    Order Delivery - "Shipped"
    Once we have assigned a tracking number to your order, and it has left our warehouse, the order status will appear as "Shipped."
    Order Delivery - "Partially Shipped"
    If your order will arrive in multiple shipments, once one of those shipments has left our warehouse, the order status will appear as "Partially Shipped."
    Order Returned - "Returned"
    It takes up to 2 weeks to process a return and credit your credit card account. Once your order has been returned and processed, the order status will show "Returned." We will notify you via email once your return has been processed.

    Canceling or Modifying an Order

    Before you place your order, you can view the contents and the total amount in your shopping basket. Once your order is placed, it cannot be modified. If you would like to cancel your order, most orders can be canceled up to an hour after being placed. To check the status of an order, check the Order Details page.

    REQUEST SUPPORT 

    Representative are available: 

    MON-FRI: 5am to 9pm PT 
    SAT-SUN: 6am to 9pm PT

    Chat with us

    Representatives and Beauty Advisors are available: MON-SUN: 5am - 9pm PT