How do I return/exchange my bike?Updated 3 months ago

How it works:

We understand that your e-bike might not be the perfect fit. In that case, we will accept returns/exchanges for the first 14 days after your purchase - you will be refunded the full amount minus the return/exchange fees.

To initiate a return or exchange, you must confirm the following:

• This bike was not purchased from our clearance sale - these bikes are final-sale and ineligible for returns, exchanges, and cancelations. Please also note that batteries ineligible for exchanges and returns and are also final-sale due to shipping regulations.
• The return must be initiated within 14 days of original delivery.
• The bike is still in the same condition as you received it.
• The bike has not been ridden more than 10 miles since delivery.
• The original box and packaging material are still available and in good condition (if you no longer have those, you will have to get your bike boxed at a bike shop at your expense).

If you are performing an exchange, you will be credited the amount you initially paid towards your choice of an alternative bike.

In order to initiate a return or exchange, please inform our customer support team via chat or email ([email protected]), and we will help you process the return.

Please note that we charge a return fee depending on your location in order to cover shipping and processing fees. The fees associated with each location are listed below:

Return Fees

• $250: NYC (Local)
• $350: Everywhere else
• Oversized bike exception: If your bike was purchased with the Oversize designation upon checkout, this fee will be doubled due to larger shipping costs at $700. 

Once we receive your bike back, we will then issue you a $200 discount code that is valid for two weeks, in case you would like to purchase another bike in exchange for your previous one. 

Please note: this code is only valid for checkout carts including at least 1 bike.

• This code will be valid for 2 weeks upon receipt.
• Once that code expires (if it was unused), you are eligible for a $150 discount code that will expire in another two weeks. You will have to reach out to our support team to receive this.

An example exchange is illustrated below:

*Please note that these discounts, prices, and codes are only illustrative