Buying an e-bike isn't just about stylish design or high performance. For many riders, peace of mind after the purchase is just as important. At TENWAYS, we go beyond the ride itself. We’re committed to delivering not only top-tier e-bikes, but also a reliable, rider-first support system that ensures your journey is smooth from start to finish.
With a service network of over 200 dealer stores and a 2-year warranty covering key components, our after-sales support is built to give you confidence. Whether you have questions, concerns, or unexpected issues, our responsive customer service team is here to help—within 24 hours.
Quick Glance: What You Get with TENWAYS After-Sales Support
- 2-Year Warranty – Covers key electronic and structural parts like the motor, battery, torque sensor, and display.
- Responsive Customer Support – Quick, helpful responses from our team, typically within 24 hours.
- Easy Replacement Process – No need to return the entire bike. For warranty issues, we collect images/videos, and required info, then ship the necessary parts free of charge. Out-of-warranty? You can purchase parts, and we’ll still assist with sourcing.
- Guided Setup – Our bikes arrive 85% pre-assembled and include both video tutorials and a detailed manual.
- Tools Provided – Everything you need for assembly is included in the box.
- 200+ Service Locations – Access support from over 200 verified service partners. No dealer nearby? Visit your preferred local bike shop—we’ll reimburse eligible repair costs during the warranty period.
In-Depth: How We Support Every TENWAYS Rider
a. Transparent Warranty Policy
Our 2-year warranty covers all key components: motor, battery, controller, torque sensor, display, and more.
Parts that naturally wear over time—like brake pads, tires, tubes, grips, and saddles—aren’t covered. But we’re here to help with advice, replacement guidance, or arranging repairs if needed.
b. Fast and Friendly Customer Service
We know that when an issue arises, getting support quickly makes all the difference. That’s why our customer service team is dedicated to providing timely, helpful, and friendly responses. Most queries are answered within 24 hours, and we aim to resolve issues as efficiently as possible.
c. Simple Setup, Even for First-Timers
Our e-bikes come 85% pre-assembled. With included tools and a clear manual, setup is easy—even for beginners. For added support, we offer video tutorials that walk you through the setup process step by step: Watch Setup Videos
Note: Cargo models require in-store assembly at select dealers.
d. Hassle-Free Replacement & Delivery
All warranty parts are shipped locally within the U.S., and you never need to return the whole bike for repairs.
Most problems can be resolved with replacement parts that we’ll ship to you directly. If a local repair is more practical, we’re happy to cover the cost for warranty-approved issues—keeping everything simple and stress-free.
Beyond Online – Support in the Real World
TENWAYS support doesn’t end with emails and packages. With over 200 dealer stores in our U.S. service network, help is often just around the corner.
Need help with a Cargo bike? Assembly is available at selected stores. Don’t see one near you? Contact us at support@tenways.com with your detailed address—we’ll help you locate a nearby store.
Real Reviews from Happy Riders
Many of our riders share glowing feedback about their support experience. From smooth claim handling to speedy replacements, we take pride in earning their trust.
Conclusion: Ride with Confidence
Choosing a TENWAYS e-bike means choosing more than a sleek ride. It means peace of mind, dependable service, and a partner that stands behind every journey. From your first ride to your hundredth, we’re with you every mile.
