How do I find my order number?

Your order number is included in the confirmation email sent to you right after checkout. It usually starts with # followed by digits (for example #1234). You can also find it under My Account > Orders after logging in.

Where can I track my order?

Use our dedicated Track Order page and enter your order number plus the email used at checkout. You can also click the tracking link in your shipping notification email.

Why does my tracking link show no update yet?

Tracking numbers are usually activated within 24-48 hours after your order leaves the warehouse. If no update appears after 3 business days, contact us with your order number and we will check the carrier for you.

How long does delivery take?

• USA warehouse: 3-7 business days after processing
• SAVA factory (international): 7-15 business days depending on destination

How much does shipping cost?

We offer free shipping on qualifying orders. Exact shipping cost is calculated at checkout based on your delivery address and the items in your cart.

How long does order processing take?

Orders are typically processed within 24-48 hours. During sales periods or holidays, processing may take slightly longer.

Can I change or cancel my order?

If your order has not yet been shipped, contact our support team as soon as possible and we will do our best to change or cancel it for you.

What is your return policy?

You may return unused bikes and accessories within 30 days of delivery for a refund or exchange. The item must be in original condition with all packaging and accessories included.

How do I start a return?

Please read our full Return & Refund Policy, then contact us with your order number, the item you wish to return, and the reason. We will provide a return authorization and instructions.

What if my bike arrived damaged or wrong?

We are sorry to hear that. Contact us within 7 days of delivery with your order number and photos of the issue. We will arrange a replacement, repair, or refund as quickly as possible.

When will I get my refund?

Once we receive and inspect your return, refunds are usually processed within 5-10 business days to your original payment method.

Is my bike pre-assembled?

Yes, your bike arrives approximately 90% pre-assembled. You will only need to install the front wheel, handlebar, pedals, and perform final adjustments.

What tools do I need?

Basic hex wrenches (usually 4mm, 5mm, 6mm), a torque wrench if available, and the quick-release or thru-axle tool included in the box. Detailed steps are provided in the user manual.

Where can I find the manual?

You can download the latest user manual from our User Manuals page.

Any maintenance tips?

Keep your chain clean and lubricated, check tire pressure before each ride, and inspect brake pads regularly. Have a professional bike shop perform a full safety check after the first few rides.

How do I choose the right size?

Each product page includes a size guide with recommended rider heights. If you are between sizes, consider your riding style: endurance riders often prefer a smaller size for comfort, while racers may prefer a larger size for reach.

Which bike is right for me?

Consider your riding surface and goals: carbon road bikes are ideal for speed and racing, while gravel and endurance models offer more comfort on mixed terrain. Contact us and we will help you choose.

What payment methods do you accept?

We accept major credit/debit cards, PayPal, Apple Pay, Google Pay, and other methods available at checkout.

What is covered by warranty?

SAVA carbon frames carry a 5-year warranty against manufacturing defects. Components such as groupsets, wheels, and brakes follow the original manufacturer warranty, usually 1-2 years.

How do I file a warranty claim?

Contact our support team with your order number, a description of the issue, and clear photos or video. Our after-sales team will evaluate the claim and provide a solution, which may include replacement parts or repair guidance.

What is not covered?

Damage from accidents, misuse, racing crashes, improper assembly, normal wear and tear, or unauthorized modifications is not covered by warranty.

See our full Warranty page for details.

Is my shipment insured?

All orders are covered against loss and damage during transit. If your package is lost or arrives damaged, we will file a claim with the carrier on your behalf.

What should I do if my package arrives damaged?

Take clear photos of the damaged box and product before unpacking, then contact us within 48 hours of delivery with your order number. Keep the original box and packaging for inspection if required.

How long does a claim take?

Most claims are resolved within 7-15 business days after we receive the required documentation from you and the carrier.

How do I create or access my account?

Click Account at the top of the store to register or log in. With an account, you can track orders, save addresses, and view purchase history.

What payment methods can I use?

We accept major credit/debit cards, PayPal, Apple Pay, Google Pay and other options shown at checkout. All payments are processed securely.

Can I get an invoice or receipt?

Yes. Your order confirmation email serves as your receipt, and an invoice can be requested from our support team for business purchases.