Q1: What is the Assembly Service?
Our Assembly Service allows you to have your new e-bike professionally assembled by one of our dealers or a certified third-party provider. This service ensures that your bike is ready to ride as soon as you pick it up from the store.
Q2: How can I add Assembly Service to my order?
You can add the Assembly Service during the checkout process. Simply choose the store from which you'd like to pick up your bike in the shipping method section.
Q3: Is the Assembly Service available for all addresses?
The availability of the Assembly Service depends on the presence of service providers in your area. If there are no dealers or third-party providers nearby who can offer this service, it may not be available for your address. Please check at checkout to confirm if the service is offered for your location.
Q4: How much does the Assembly Service cost?
The cost of the Assembly Service varies depending on the e-bike model and the pick-up location. You can view and confirm the cost at checkout. The fee is payable at the time of your purchase.
Q5: How long will it take for my bike to be assembled?
Assembly typically takes 5-10 business days from the time your order is placed, depending on the capacity of the selected store. We will keep you updated throughout the process—be sure to check your email for the latest updates.
Q6: Can I cancel the Assembly Service?
We recommend you to cancel the service within 24 hours after placing your order. If your order has not yet shipped, you can receive a full refund. Please note that the assembly service fee is non-refundable once your order has shipped.
Q7: Can I cancel my entire order before it ships?
Yes. You will receive a full refund, including the assembly service fee.
Q8: What happens if I cancel the Assembly Service after my order has shipped?
The assembly service fee is non-refundable and you will need to pick up the unassembled bike package at the store you originally selected.
Q9: Can I cancel my entire order after it has shipped?
Yes, you can cancel your order after it has shipped.
However, please note that the $150 assembly service fee is non-refundable, and a $200 restocking fee along with a $150 return shipping fee will be deducted from your refund.
Q10: What should I do if there are issues with the assembly?
If you experience any issues with the assembly of your e-bike, please contact the Assembly Service Support Team at support@serviceon.co for assistance. For any other issues related to your order, please reach out to us at support@tenways.com.
Q11: Does the Assembly Service affect my warranty?
No, the Assembly Service does not affect the warranty of your e-bike. All standard warranty conditions remain applicable.
Q12: Who provides the Assembly Service?
The service is performed by certified dealers or third-party providers who specialize in e-bike assembly and maintenance.
Q13: Can I return an assembled e-bike?
Yes, assembled bikes can be returned under our standard return policy. However, the fee for the assembly service is non-refundable.