A defective display or battery can easily be replaced by the user. TotemUSA will not replace an entire
bike where the display alone should be replaced. We are committed to your satisfaction and promise to
resolve any issues promptly and professionally. We take responsibility for the craftmanship of our
products and standby our quality control.
User Error – Damage caused by user error will not be covered by TotemUSA. Please remember that your
safety is our top priority. Cycling on public roadways involves inherent risks. The use of electric motors
with bicycles adds a level of risk, primarily because others around you may not anticipate your speed.
Please wear appropriate safety equipment, use proper lighting at night, and always use cycling hand
signals for navigating traffic. Damage caused to components through accident, negligence, or
misunderstanding of local traffic regulations are examples of user error. Set-up errors, such as incorrect
pedal installation resulting in stripped pedal crank threads, are another example of user error. Another
example: motor overheat – where the motor is damaged from operating in high temperatures with a
heavy load. Your Vinka Smart Display will record any error codes from the onboard computer.
TotemUSA will review these error codes for manufacturer’s defects to determine the appropriate
resolution.
Refunds – If you find that you are unhappy with your Totem electric bike within the first 14 days,
TotemUSA will refund your purchase in full. Any returns beyond 14 days from delivery of the bike will be
subject to a restocking fee. This restocking fee ranges from $150 to $250 depending on the model and
helps us cover the cost of warehousing and reconditioning of used bikes. This fee is non-negotiable and
is agreed to by both parties at the time of purchase. Again, while TotemUSA will pay for return shipping,
we do not provide empty boxes to ship the bike. If you no longer have the original packaging for the
bike, you will need to source an appropriate box and packaging to ensure a safe return to us. Refunds
are processed once we receive the returned bike at our office located at: 119 South Tennessee St.
McKinney, TX 75069 Please make sure to include the keys, pedals, multi-tool, charger, and any
additional components that were originally included with your bike.
TotemUSA Support Team
Our Support Team is standing by to assist you with any questions, comments, or concerns you have with
your Totem electric bike. Please do not hesitate to reach out to us via call, text, or email.
Call or Text – 812-807-1570
Email – support@totemusa.com
Did we miss anything? If you have a question about anything not discussed in this manual, please check
for the latest updated manual on our website. There you will find a comprehensive Frequently Asked
Questions guide, as well as a detailed troubleshooting guide.
To Previous Page
Loading...