Frequently Asked Questions
Find quick answers about ordering, shipping, returns, setup, product information, support, and warranty assistance.
How do I place an order?
Select the product and available options you want, add them to your cart, review your order information, and complete checkout using the payment methods shown on the store.
How do I know my order was received?
After a successful checkout, you should receive an order confirmation using the contact information provided during checkout. Keep your order number for future reference.
Can I change or cancel my order?
Contact BILAZ as soon as possible. We may be able to make changes before fulfillment begins, but changes or cancellations cannot be guaranteed once an order has entered processing or shipment.
What payment methods are accepted?
Available payment methods are displayed during checkout and may vary depending on your location, order, and the payment services currently enabled on the store.
How long does shipping take?
Delivery times depend on product availability, destination, carrier service, order processing, and other factors. Estimated delivery information may be shown during checkout or provided after shipment.
How can I track my order?
When tracking information becomes available, it may be sent to you by email or displayed through your order status page.
Why did I receive more than one tracking number?
Some orders may ship in multiple packages. Separate packages can have different tracking numbers and may arrive on different days.
What should I do if my shipment is delayed?
Check the latest carrier tracking update first. If tracking has not changed for an extended period, contact BILAZ with your order number and tracking information.
What if tracking says delivered but I cannot find the package?
Check the delivery area, household members, building staff, and any delivery photo or carrier notice.
If the package still cannot be located, contact the carrier and BILAZ for assistance.
Can I return my order?
Eligible items may be returned according to the BILAZ Return & Refund Policy. Customers should contact us before sending anything back.
How do I start a return?
Contact us with your order number, the item involved, and the reason for the return request.
We will review the request and provide return instructions when applicable.
When will I receive my refund?
Approved refunds are generally sent to the original payment method after the return has been received and reviewed. Your bank or payment provider may require additional processing time.
What if my order arrives damaged or incorrect?
Contact BILAZ as soon as possible and provide your order number along with clear photos or video showing the issue.
Keep the original packaging while the issue is being reviewed.
Where can I find product specifications?
Important specifications and available options are displayed on the relevant product page. Review them carefully before ordering.
Can actual range or performance vary?
Yes. Actual performance can vary depending on configuration, load, terrain, weather, tire pressure, operating mode, maintenance, and other real-world conditions.
Why might the color look different from the photos?
Product appearance may vary slightly because of screen settings, photography, lighting, production updates, and manufacturing variation.
How do I know which option is right for me?
Compare the available specifications and your expected use. If you still need assistance, contact BILAZ before ordering and tell us what features matter most to you.
Does my order require assembly?
Some products may arrive partially assembled and require additional setup. Assembly requirements vary by model.
Where can I find assembly instructions?
Review the instructions supplied with your product and the BILAZ Assembly page where applicable.
What should I check before first use?
Important checks may include:
- Fasteners and installed components
- Steering alignment
- Wheel security
- Tire condition and pressure
- Braking response
- Battery installation
- Lighting and display where applicable
- Any folding or locking mechanisms
What if I am unsure about assembly?
Do not force parts or continue with a step you are unsure about. Review the product instructions or contact BILAZ for guidance.
How should I charge the battery?
Use the compatible charger supplied or approved for the product and follow the charging instructions provided with your specific model.
Can battery range change over time?
Rechargeable batteries naturally change with age, use, temperature, storage conditions, charging habits, and other factors.
What should I do if the battery or charger seems unusual?
Stop using the affected equipment and contact BILAZ for guidance. Do not open or attempt an internal battery repair yourself.
Is there a warranty?
Warranty coverage can vary by product and component. Refer to the warranty information applicable to your purchase and the BILAZ Warranty & Solutions page.
What information should I provide for a support request?
It helps to provide:
- Your order number
- Product or model name
- A clear description of the issue
- Photos or video where relevant
- Serial information if requested
Can BILAZ help with replacement parts?
Depending on the model, issue, availability, and applicable coverage, our team may be able to provide guidance regarding compatible replacement components.
Should I repair a suspected warranty issue myself?
Contact BILAZ before performing major repairs or modifications related to a suspected warranty concern. Unauthorized repairs may affect available coverage depending on the applicable warranty terms.
Contact Our Support Team
Tell us what you need help with and provide your order number when applicable. Our team will review the information and assist with the next appropriate step.
We're Here to Help
BILAZ
950 Brickell Bay Dr
Miami, FL 33131
United States
Email: contact@bilaz.us
Phone: +1 407-435-4060