What Customer Service Means at Tuttio

At Tuttio, customer service is not just a department; it is an integral part of the experience we offer. From the moment you place your order to every mile you ride, our goal is to ensure that your journey is smooth, supported, and worry-free.

Our Commitment to Service

We believe that building a high-quality Tuttio electric bike is only part of our responsibility. Equally important is how we assist our customers once the product is in their hands. Whether you have a quick question, need assistance with assembly, or require more technical support, our service team is here to help.

Our customer care team collaborates closely with our product engineers, logistics staff, and warehouse teams to deliver timely and effective solutions. We strive to provide the kind of dependable and approachable support often associated with your favorite local bike shop, no matter where you are located.

The Reality Check and Our Response

As our community has grown, we’ve faced some honest feedback: response times that did not meet expectations, delayed issue resolutions, and moments when customers felt left in the dark.

We hear you, and more importantly, we agree with you. For a brand committed to long-term value, “good enough” service is simply not good enough. That is why we have re-centered our focus on building a service experience that reflects the quality of the Tuttio ebikes we ship.

How We Support You

Our support includes, but is not limited to:

• Personalized pre-sale consultations and product guidance
• Step-by-step assembly and setup assistance
• Technical help for software, motor, and ebike service needs
• Warranty claims and replacement coordination
• Questions related to shipping, returns, and accessory compatibility
• Regular updates and post-purchase support to ensure long-term satisfaction

We are also developing a more accessible self-service portal, offering updated manuals, visual guides, and detailed FAQs for those who prefer finding answers independently.

Listening, Improving, Responding

We know how important it is to respond quickly and clearly when issues arise. To ensure we’re providing the best support possible, we're currently:

• Expanding our support team
• Reducing average response time
• Updating our service ticketing system
• Improving communication across time zones
• Training agents with deeper product knowledge

Our goal is to ensure that every rider feels heard, supported, and never left waiting. We are actively listening to your feedback, not only to improve our electric bikes but also to enhance the way we support the entire riding experience.

We’re Here for Every Ride

A well-built electric bike is only as strong as the team that stands behind it. At Tuttio, customer service is a reflection of our values—responsiveness, accountability, and long-term commitment to every rider.

If you have questions or need support, we invite you to connect with us through our Support Center or email. We are here to assist you, and we are continually working to make your experience better.