Frequently Asked Questions
Voltgrade users’ most common questions answered in this FAQ page about setup, compatibility, shipping, returns, warranty, battery safety, and more.
Voltgrade designs and supplies premium performance parts for Sur Ron, Talaria, and E Ride Pro platforms. If you want stronger power delivery and stable performance under load, you are in the right place.
Voltgrade focuses on Sur Ron Light Bee, Sur Ron Ultra Bee, Talaria Sting models, and E Ride Pro. If you are unsure what fits, message support with your bike model and your current setup.
Send us your bike model, your current battery voltage, your controller type, and your goal. Think of it like matching firmware and hardware. The cleanest build is compatible on paper before it is compatible in the garage.
Often, yes. Higher voltage setups require a controller that supports the voltage and can be configured correctly. Confirm voltage rating, wiring, polarity, connectors, and fusing before you power anything up.
Yes. Voltgrade helps customers source parts from alternative sources even if the item is not listed on the site. Contact support with your bike and what you are trying to achieve.
Yes. Voltgrade ships worldwide and offers free shipping on all orders with no minimum purchase.
Switzerland orders usually dispatch within 1 to 2 business days. International dispatch runs on set dispatch days and may ship via the Germany warehouse on a weekly cycle.
Tracking is sent once your parcel is dispatched. In most cases, you will also receive a message shortly before dispatch.
Delivery time is shown at checkout and depends on destination. As a general guide after dispatch:
- Switzerland: 1 to 2 business days
- EU: 2 to 4 business days
- United Kingdom: 2 to 5 business days
- USA: 3 to 7 business days
- Rest of world: 4 to 10 business days
Yes. Voltgrade ships using express premium services, fully insured and signed for. Tracking is sent once dispatched.
Batteries ship at a low charge level for safe transport and storage, around 20 percent state of charge. If your battery arrives cold or hot due to weather, let it stabilise at room temperature before charging.
Orders ship on a Delivered Duty Unpaid basis unless stated otherwise at checkout. You are responsible for import duties, clearance fees, and local taxes charged by customs or the carrier.
If a parcel is returned due to unpaid customs charges or ignored carrier customs requests, return shipping costs and carrier charges may be deducted from your refund where permitted by law.
Check safe places and neighbours first, then contact the carrier with the tracking details. If delivery confirmation shows the parcel was delivered correctly, or the carrier confirms no fault, a refund is not issued.
If a parcel is lost in transit, Voltgrade opens an investigation with the carrier. A refund or replacement is issued only after the carrier investigation is completed.
Check your order as soon as it arrives. If something arrives damaged, defective, or incorrect, contact hello@voltgrade.com immediately with photos of:
- The item
- The packaging
- The shipping label
We will assess it quickly and put it right.
You can request a return within 14 days from the day your order is delivered. If your order is delivered to an EU address, you also have the EU 14 day right of withdrawal.
Email hello@voltgrade.com with your order number and the item or items you want to return. Wait for approval and return instructions. Unauthorised returns are not accepted.
Returned items must be unused, in original condition, in original packaging, and complete with all accessories, manuals, and parts. Returns must be shipped with valid tracking and the tracking number must be shared.
Return shipping costs are paid by the customer. Original shipping costs are not refunded unless the return is due to a Voltgrade mistake or a confirmed fault.
Yes. Approved returns that are unused and in original condition have a 5 percent restocking fee. This covers payment processing, handling, inspection, and repacking.
Returns are not accepted for:
- Batteries that have been used, charged, installed, cycled, opened, modified, or damaged
- Controllers and electrical parts that have been installed, powered on, programmed, configured, paired, or used
- Items damaged by incorrect installation, wiring errors, short circuits, wrong chargers, water ingress, impact damage, or misuse
- Items fitted or handled by a third party installer where the item cannot be returned in new, resaleable condition
- Custom or made to order items
- Gift cards
- Final sale items
If the item is unused and in original condition, you can return it and place a new order for the correct item. Voltgrade does not hold stock for exchanges, so reordering after return approval is the fastest route.
After your return arrives and is approved, refunds are issued to the original payment method. Allow 1 to 4 working days for the refund to appear, depending on your bank or card provider.
If it has been 7 working days since approval, contact hello@voltgrade.com.
Email hello@voltgrade.com with your order number and clear evidence of the issue such as photos or video. For electrical items, we may also request photos or video of the installation and setup to rule out configuration errors.
Do not ship anything back without approval.
To assess a fault, Voltgrade may request:
- Photos or video of the issue
- Photos or video of the installation setup
- Answers to a few questions to rule out setup errors
- Manufacturer involvement if needed
Customers ship the item back for inspection. If a manufacturing fault is confirmed, Voltgrade covers the shipping cost for a one time replacement using economy shipping.
Returned products may be tested. If the product is functional and free of manufacturing defects, the claim may be denied. In that case, the item is returned to you and you cover return shipping.
If a product works correctly on first installation and initial use, it is generally considered free of manufacturing defects at that time. Later failures may require inspection to determine whether the cause is manufacturing, installation, use, water ingress, impact, or other external factors.
Voltgrade cannot take responsibility for issues caused by changes made after installation. This can include firmware updates, harness changes, motor changes, display swaps, battery swaps, and controller setting changes.
A manual is supplied with every battery. Read it before charging or use. Core rules:
- Use the correct charger for the battery voltage
- Charge on a non flammable surface with ventilation
- Do not charge unattended
- Keep away from flammable materials
- Do not use if the pack is damaged, swollen, leaking, or unusually hot
- If you notice smoke, smell, swelling, or abnormal heat, stop immediately and contact us before further use
Store batteries in safe conditions and follow the manual. If your battery arrives cold or hot due to weather, let it sit at room temperature before charging. Avoid unsafe environments and do not use a pack that shows damage.
Controllers and electrical parts depend on correct installation and correct configuration. Core rules:
- Confirm compatibility before installation
- Use correct wiring, correct polarity, correct connectors, and correct fusing
- Route cables properly to prevent abrasion and water ingress
- Start with conservative settings and ramp up responsibly
Email hello@voltgrade.com or use the contact page. Phone support is available at +41768286383. Premium support is available via email, phone, and WhatsApp. Reply time is typically within 24 hours on business days.
For fast troubleshooting, send your order number, your bike model, your controller, and clear photos of wiring and connectors.
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