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.
Our Best Value Guarantee ensures that you compare apples to apples in the online retail world while ensuring you receive the service you deserve.
Incidentally, these are also good questions to ask before purchasing from anywhere else...
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.
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:
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.
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)
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...