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Our Store Policy

All products are covered by the manufacturer's warranty (unless otherwise noted), which typically provides for defective part replacement only. Some manufacturers will cover the cost of labor. Our customer typically bears the cost of (or undertakes themselves) problem diagnosis, component removal, re-installation, and shipping costs.

Some of these services are provided for free to our retail customers. We will do our best to keep you on the road, as we do have a considerable inventory of replacement parts. In most cases, we are able to ship the parts that you need as soon as they are requested.

The NYCeWheels Best Value Guarantee

Our Best Value Guarantee ensures that you compare apples to apples in the online retail world while ensuring you receive the service you deserve.

NYCeWheels will match the price of any competitor who provides the same services we do, listed below.

Incidentally, these are also good questions to ask before purchasing from anywhere else...

Is there a person who picks up the phone to provide expert advice to help you with your purchase? Our staff has extensive knowledge of all products we offer.
Do they have a contact form to inquire via email about products and services? We do, and if you contact us we guarantee you'll receive a reply within a few hours or 1 business day at the most.
Prior to shipping, will your purchase get a full hour of attention as it is fully inspected, tuned, and tested for perfection? Needless to say, we provide this service to you because we want you to have a great experience.
Is your purchase repackaged with extra packing material to ensure it arrives in pristine condition, ready to enjoy? Just like the tune up, this is something we take great pride in.
Does the retailer has an extensive wealth of detailed pictures, product reviews, video reviews, and other content to help in your research of your purchase? We want our customers to be sure they are getting the right product and so we invest a lot of time and money into producing this content for you.
Does the retailer provide extensive after sales support through Quick Start Guides and Troubleshooting Resources to ensure you never miss a day of riding? Just like the tune up and repackaging, this is something NYCeWheels is excited to offer you as a service.

The reasoning behind our Best Value Guarantee

We pride ourselves on providing exceptional service to our customers and as a result we put in quite a bit more work than most outfits. If you see a super low price or a big discount on a product somewhere else online chances are you're dealing with people who will take your money do as little for you as possible. Most times they will press 1 button to have label slapped on a box in some remote warehouse. The box leaves without any inspection and arrives at your door. From then on it's just 'your problem.' Those are the type of retailers who don't pick up the phone, who can't explain how to use your product, and who can't help you out if something goes wrong.

By cutting all the costs associated with actually supporting their customers these types of 'hands off' retailers are able to offer a reduced price. We feel providing superior service to you is extremely important. If we matched prices with these 'hands off' retailers we would not have the profit margin to provide you with the service you deserve.

Internet and Retail shop pricing

Are you're wondering why there are sometimes different prices for internet orders vs our retail store? Well, glad you asked!

We try to make it fair and offer the best deal to you. Shopping online is different from shopping in a store and the pricing is different because of this. Here's the difference:

Internet pricing:
Some items purchased online are shipped to you directly from the warehouse of the manufacturer or distributor to cut out the middle man and give you the lowest possible price. This is called 'drop shipping'. We feel some items should not be drop shipped because repacking, pre-assembly, testing/repair or tuning should be done to ensure the safety and quality of the product. These items will be shipped from our shop to you.

Retail Store pricing:
We do not sell product in the box, every electric bike, folding bike and scooter that leaves our shop in NYC has been assembled by one of our experienced technicians to insure trouble free ownership of your new shiny ride. Because of this the labor cost of the tune up and the cost of shipping the product to our shop is built into the retail price. Also built in are smiles, music and the occasional party for our local customers.

In most cases, if you figure in the cost of assembly and the cost of shipping will get you to the same cost as if you would be ordering online. For this reason many items are actually less expensive in the shop.

Assembly

Manufacturers of our electric bikes and electric scooters require their products to be finally assembled, adjusted, and tuned by an authorized dealer and/or professional bike technician prior to being ridden by the customer - which (in some cases) also initiates the warranty. Without such work, the vehicle may be "operational" but safety and performance might be impaired. In cases such as these the owner may experience less riding enjoyment, higher maintenance cost, and shorter product life.

If you are purchasing one of our products online or over the phone and require that it be shipped to you, we highly recommend that you have your purchase assembled by a local bike dealer. Most bike dealers do not sell electric bikes and scooters but gladly undertake assembly for a modest fee. We would be happy to assist you in finding a local shop for these purposes. To facilitate the transaction, you can even have your order shipped directly to them. Most folding bikes and kick scooters (or any product that is small enough to ship fully assembled) can and will be tuned up prior to shipping.

Click on the Bike shop locator if you are trying to got it done in your neigborhood.
(just enter your Zip code)

Returns and Exchanges

100% Satisfaction

We understand some customers have hesitations about the remote nature of online shopping, and we are constantly improving and striving to provide our valued customers with 100% satisfaction. In the spirit of satisfaction, here's a policy we hope you'll enjoy:

100% refund on product purchase price within 30 days of delivery.

What do you have to do to take advantage of this outrageously awesome offer?

1. Your purchase must be returned in "new, un-opened" condition.
2. Your return must be requested by phone at (212) 737-3078 or by sending us an e-mail. (details below).
3. You pay delivery and return shipping costs (we can, however, schedule a UPS pickup at your request).

Note that some items are sold with promotional free or discounted shipping. You will be responsible for the actual original delivery and return shipping fees incurred to transport your returned product.

But what's that? You've opened your product and you're still not satisfied...

We Make It Easy

We do everything we can to make ordering online simple. And that includes returns! Per our 100% Satisfaction Guarantee, you may return your purchase for up to 30 days after it arrives in your home*. Simply call our Customer Service staff at (212) 737-3078 or by sending us an e-mail. We will issue you a Return Merchandise Authorization (RMA) number, which needs to be written on the box that is being returned. If you would like to exchange the item, we will issue you a full store credit for the product purchase price and bill or credit your account the difference upon verifying your original return and ship out the exchange by your preferred shipping method. Products returned in used condition for a refund will be subject to a 20% restocking fee and the used item fee. This used item fee depends on the condition of the product, we will determine that fee after we inspect the item.

* Items found in the following sections are not qualified for a return or exchange:
PARTS, REPLACEMENT PARTS, GARAGE SALE, & CUSTOM ORDERS (BIONX KITS & BROMPTONS)

Reimbursement

As soon as your return is received and its condition is verified by our staff, your refund will be issued. We will try to credit you via your original method of payment unless otherwise instructed. Unfortunately, we cannot issue cash refunds.

Helpful Hints for Returns

Not everyone has a professional shipper on hand like we do. So if you decide to send something back to us, here are some helpful hints from Joe, our resident shipping guy.

1. The very best way to ship something back is to ship it exactly the way you received it. It's always a good idea to hold on to the box and packing materials for a little while after you receive something in the mail. Unless of course, you're me and are constantly knee-deep in half-inch packing foam and Uline boxes.

2. If you're using the original box and it got beat up a little bit by UPS, you might want to tap some cardboard squares on the problematic looking areas. It's actually better to tape the squares onto the inside of the box because it won't get torn off again during shipping.

3. If you don't have the original packaging, try to make sure there is about 3 inches or so of packing material around the product. Foam is obviously the best packing material but if it's something like a small accessory, you can use newspaper to pad the box. If it's something heavier, newspaper is probably not going to do the trick.

4. It's a good idea to insure your package for the product's value. If it gets damaged on the way here, you're going to be the one responsible for it. If it's insured, no one has to lose any money over it. However, don't confuse insured packages for packages that don't need to pack properly. UPS won't pay off an insurance claim if the package had insufficient packaging. Insurance is more of a precaution than a substitute for adequate packaging.

5. It also helps to use some sort of track-able shipping service. We can't be responsible for lost packages if we don't have proof you didn't send it out! We use UPS, we like UPS. But Fed Ex and DHL will do you right too.

6. I like Orbit gum. Maybe throw in a pack for me? I'll also accept fan fiction involving NYCeWheels employees and mixtapes (I'm mostly into female-fronted post punk bands from the late 70s and early 80s like Delta 5 and Girls At Our Best). C'mon, I'll be your best friend.