Dear Tenways Rider,
We always aim to deliver bikes you can count on, for every ride, every day. That’s why we’re reaching out with some important news about your Cargo One.
What's the Situation?
Recently, a small number of riders have reported cracks appearing at the weld connecting the structural beam and the battery tray. Continued usage could lead to a frame failure, which could unfortunately result in an accident or injury. Our assessment indicates this is likely due to a production deviation in the frames manufactured under the current design. We want to assure you that we are taking this seriously.
Which Bikes Are Affected?
We've made the decision to voluntarily recall all potentially affected units. Specifically, this involves Cargo One bikes sold in the USA from April 2025.
What You Need to Do
If you own an affected bike, stop riding it immediately. Please don’t attempt any repairs yourself. Contact us so we can arrange the remedy for you.
What We're Going to Do
We’re committed to making this right. You’ll receive a full refund for your affected bike, and we’ll arrange free pick-up and disposal so you don’t have to deal with it yourself.
The entire process will be carried out soon, and our team will be here to support you every step of the way.
How to Reach Out
If you have any questions or concerns, please don't hesitate to email us at support@tenways.com. We're here to help you through this.
We understand how much your cargo bike means to you, it's more than just transportation; it's a part of your daily life. We sincerely apologize for any inconvenience this may cause and truly appreciate your understanding and patience. Your trust is paramount to us, and we will always work hard to earn and keep it.
Warm regards,
Tenways