Best for anything with an order number, a photograph or a specification question. Replies Monday to Friday, normally within one business day.
Phone
Best for a quick question before you buy: fit, sizing, which model suits your ride. Monday to Friday, United States business hours.
What we can actually help with
We sell nine electric bikes and the accessories that fit them, so the questions we get are fairly predictable. Here is what we answer well, and what we will tell you honestly that we cannot answer.
Before you buy
- Which model suits you. Tell us where the bike will be stored, what you need to carry, your height and your longest regular ride, and we will tell you which one fits — including when the answer is “none of them”.
- Realistic range. We will give you a realistic figure for your weight and terrain rather than repeating the headline number. The reasoning is set out in our guide to range.
- Legality where you live. We can explain the three-class system and tell you which class each bike operates as. We cannot give you legal advice for your specific town or trail — see the classes guide and check your local authority.
- Accessory fit. Whether a rack, basket, bag or passenger seat fits your exact model. Ask before you order: some parts are model-specific.
- Delivery timing. Which warehouse your order would ship from and a realistic date.
After it arrives
- Assembly questions. The bikes arrive around 85% assembled; the remaining steps are in the assembly and first-ride guide. If something does not look right, photograph it and send it to us.
- Transit damage or a missing part. Handled at no cost to you. Procedure below.
- Warranty claims. Two years on frame, motor, battery and controller, handled through the manufacturer. We open the claim for you and stay on it.
- Returns. Who pays what is set out plainly in the refund policy, and summarised below.
- Battery worries. Swelling, heat, a sudden collapse in range: stop using it and email us the same day. See the battery guide.
Before you email, have this ready
You will get a useful answer in one reply instead of three if you include:
- Your order number, if you have one.
- The exact model, and the colour if the bike has several.
- Photographs of anything physical — a part, a scratch, the packaging, the display showing an error.
- What you have already tried, so we do not send you round the same loop.
Damaged in transit? Do this first.
Inspect the carton before you sign for it. If the packaging is damaged, note it on the carrier’s delivery record and photograph it before the driver leaves. That record turns a claim into a formality instead of a negotiation.
Then email ghram.llc@gmail.com within 48 hours with your order number and the photographs. Transit damage, a defect or the wrong item are handled at no cost to you: we collect the bike, we pay the freight, you are refunded or replaced in full, and there is no restocking fee.
Returns, in plain language
We would rather say this on the contact page than bury it.
| Situation | Who pays the freight | Fees |
|---|---|---|
| Arrived faulty | We do | None |
| Damaged in transit | We do | None |
| Wrong item sent | We do | None |
| You changed your mind | You do | 20% inspection fee |
The change-of-mind figure is not a penalty for its own sake: a 70 lb bike travelling back across the country as freight, then being unpacked and inspected before it can be sold again, is a real cost that somebody has to carry. The full terms are in the refund policy.
Accessory fit is the question we get most
Racks, baskets and bags are the most common thing people get wrong, because a part that looks universal often is not. Send us your model before you order and we will confirm it fits.
Who you are writing to
Roots Rider is the trading name of GHRAM LLC, a limited liability company registered in Wyoming, United States, filing number 2026-002057995.
Registered office30 N Gould St, Ste R
Sheridan, WY 82801
United States
Sheridan, WY 82801
United States
Emailghram.llc@gmail.com
Phone+1 929-325-0497
WarehousesCalifornia and New Jersey
Orders ship domestically
Orders ship domestically
The Wyoming address is our registered office, not a shop or a collection point. Please do not send returns there: returns are collected by arrangement, and sending a bike back without a return authorisation will delay your refund.
Frequently asked questions
How quickly will you reply?
Normally the same working day, and within one business day at the outside. If you have not heard back after that, resend the email — it is more likely to be a spam filter than us ignoring you.
Do you have a showroom I can visit?
No. We are an online store shipping from two United States warehouses, which is part of why the prices are what they are. If you want to sit on one of these bikes first, the manufacturer’s frames are widely sold in the United States and a local dealer may carry the same platform.
Can I order by phone?
You can ask anything by phone, but orders go through the website so that your payment details never pass through us and your order and warranty records are created properly.
Do you ship outside the United States?
No. Every order ships domestically from California or New Jersey, which is why there are no customs fees and no six-week wait.
Something on the site looks wrong. Will you fix it?
Yes, and we would like to know. If a specification, a price or a photograph looks wrong to you, email us and we will check it and correct it.