FAQS AT TIDEACEBIKE

At haidelibikes.com， we hope you’ll enjoy your purchase.
Please feel free to contact our customer service department official@tideacebike.com if you have any questions or concerns. We are here to help you with anything from placing orders, delivery questions, product price etc.
Any feedback will be highly valued and will motivate us to keeping on improving to serve you better.
Before email us, let’s check the most popular inquiries for quickest answers.

PURCHASING ISSUES

Can I trust online bike reviews?

YES! While TIDEACEBIKE provide honest and unbiased reviews, it’s always a good idea to read multiple sources to get a well-rounded opinion. Look for reviews from professional cyclists, industry experts, and everyday users to make an informed decision. Also all products undergo strict quality control and provide fiver years warranty. We are open to hear voices from our customer’s feedback and spare no efforts to improve our services.

How can I choose the right size frame?

Get help choosing the right bike frame size with our expert advice. All you need is your height, inseam length, arm length and torso length – and we’ll help you choose the best size for a comfortable!
If you have bought bike before, you can choose the size according to your old bike size.

Bike Frame Size Chart

Do you do customize painting color?

Yes, we do.(moq 1 pcs) Please email us for customize painting job. Please provide us a picture of the color you wanna to do, or the Pantone and YS color number as well we your design. We will offer you the cost and details.

What material are your frames made out of?

Tideace frames are constructed from carbon fiber. By visiting the product page, you’ll notice that some of them feature T700, T800, and T1000 designations, which represent high-quality Toray carbon fibers with various advantages and characteristics. Tideace consistently uses the finest carbon fiber for all our frames!

Are your product in stock?

Because we work directly with the factory, all of our product are in stock. Sometimes product have to be finished, and if painted, finished. But we keep all or our product stocked at the factories where they are made.

Do complete bikes come assembled?

Tideace complete bikes come mostly assembled; however, for packaging purposes, we disassemble some of the simpler parts to ensure a proper fit. 

ORDER ISSUES

I ordered incorrectly, am I able to change an item in my order?

 We are only able to change the items before the order has begun processing with with our shipping department. Once a shipping label and tracking number have been created, the order is no longer able to change.

Can I cancel my order?

We are only able to cancel orders before order has begun processing shipment. Once the package has been shipped out from our warehouse, the order is no longer able to be canceled.

Wrong order or Missing items.

If you believe an item is wrong/missing, please contact us immediately. Please send us a complete image of the order invoice and photos of the items as well as the packaging you received. Upon reviewing your email, we will handle the case within 24 hours on business days.

SHIPPING AND HANDLING

What is the processing time and how long does it take to delivery?

For items in stock, we will ship the package within 48 hours,expect holidays and weekends. After shipment, it usually takes around 12~20 business days to delivery.The exact delivery time depends on the courier method and shipping area. More details, you can check our shipping policy.

Noted：Due to the impact of the epidemic, the arrival time of the goods will be delayed.

I did not receive order confirmation invoice, where can I find it?

Order confirmation email are sent within 12-hours after order created. Please ensure to enter correct email address when checkout. Please also be sure to check your spam/junk folder if it does not appear in your inbox. Please kindly verify all the information before checkout to avoid further issues. If you still can’t find the confirmation invoice, please feel free to contact us.

How can I track my order?

Once your order has been shipped out, a shipping confirmation email will be sent to you and you can track your order on www.17track.net with the tracking number, which you can find in your email. Sometimes it takes around 4~5 business days for online info update after shipping label created. If you have any doubts about tracking still, please feel free to contact us.

Why is my tracking number not showing any information?

Sometimes the tracking information does not show until the item has cleared the export airport. Your item is still moving, it should show movement within 5-7 days of being posted.To see details and updates contact our official@tideacebike.com

Do I need to pay vat taxes?

To EU countries, We can offer duty-paid shipment. No need to worry about taxes.
To other countries, please contact us for details.

RETURNS & REFUNDS

What is the process if my product is found to be defective?

Once you received the package, If you found defective on the product you purchased from our website, please notify us within the 48 hours and we will give you a solution or compensation. Prior to contacting us please ensure to include the following points in your email for a quick solution.

Order number

Images/Video of the defective items, clearly showing the issue at hand
A detailed description of the issue you are facing with the product.
Photos of the Outer packaging
Please send the above information to official@tideacebike.com
Please note that all minor scratches, cosmetic issues, and discoloration are considered normal.

Can I return items for my entire order back?

If you indeed don’t want to keep the package after you receive it, We gladly accepts returns of unopened, unused, undamaged, or defective items purchased on our website for a refund or exchange.
More details, please refer to our Return policy!

PAYMENT METHOD

We accept payment via PayPal.You can also make the payment via your credit/debit card as PayPal Guest Checkout. We highly recommenced to make payment through PayPal, that means you need to log in PayPal account when using your card to checkout.

GENERAL ISSUES

Where are you located?

We located in Shenzhen, China.

Contact US

Please make sure to read the common FAQs above for the quickest answers. If you have additional questions, please feel free to contact us via email. We will respond to every email within 24 business hours after we receive them, except weekends and holidays.

General Information
official@tideacebike.com

Business Information
info@tideacebike.com