Assembly Service Policy

1. Service Overview

1.1 The Assembly Service allows customers to have their new e-bike professionally assembled by a certified TENWAYS dealer or an authorized third-party provider. Once assembled, the bike will be available for pickup at the selected store location.

1.2 The Assembly Service is available only at select locations based on service provider availability. Eligibility is determined by the proximity of certified service providers to your delivery address and will be displayed at checkout when applicable.

1.3 Customers may opt into the Assembly Service during the checkout process by selecting a local pickup store that offers the service in the shipping method section.

 

2. Service Fee and Payment

2.1 The standard Assembly Service fee is $150, though it may vary depending on the e-bike model and the selected pickup location. The exact amount will be clearly shown at checkout and must be paid in full at the time of purchase.

 

3. Assembly Timeframe

3.1 The standard assembly time is 5–10 business days from the date the order is placed. This may vary depending on the capacity and schedule of the selected store.

3.2 Customers will receive email updates throughout the process, including when the e-bike has shipped, arrived at the store, entered assembly, and is ready for pickup. Please ensure your contact details are accurate and check your inbox for notifications.

 

4. Service Cancellations

4.1 If you selected the Assembly Service and wish to cancel it—or your entire order—before the order has shipped, you may receive a full refund of the assembly service fee.

4.2 We recommend contacting customer service within 24 hours of placing your order to ensure timely cancellation.

4.3 If the order has already shipped, the assembly service fee is non-refundable, even if the order is later cancelled or returned.

 

5. Returns/Cancellations for Orders with Assembly Service

5.1 E-bikes purchased with the Assembly Service may be returned under the same conditions as unassembled bikes, provided the bike is in its original condition and returned in its original packaging. All returns must be approved in advance by TENWAYS Customer Service and must comply with our Return Policy.

5.2 Please either keep the packaging yourself or request the store to hold it for you until the return period has passed.

5.3 If you choose to return the entire order after it has shipped, the following fees will apply:

  • $200 restocking fee

  • $150 return shipping fee

 

6. Impact on Warranty

6.1 The Assembly Service does not affect your e-bike's warranty. All standard warranty terms and conditions remain applicable.

 

7. Support Contacts

7.1 For issues related to the assembly process or provider, please contact the Assembly Support at support@serviceon.co.
7.2 For order changes, cancellations, or general questions, please contact TENWAYS Customer Service at support@tenways.com.