Shipping Policy 

Shipping Policy 

Most whole bikes are sent from China factory or US warehouse, and most spare parts and accessories are sent from China.

Ebikes shipped from the US are packed in 2–3 separate packages and require the rider to have basic assembly ability. For ebikes shipped from China, it's only in 1 carton; assembly videos are available on the official YouTube channel "owayebike," please contact us if you need further assistance with assembly.

Shipping Area

Our Products provides free delivery services in the United States
Shipping is available to other countries as well. Please contact our customer service for more details.

Shipping Times

Please allow 1-2 business days to process your order after being placed online. Tracking information will be sent to your email address once order is shipped. If this time is exceeded, please contact our customer service at Contact Us Form.

Delivery Times

The package is expected to arrive in about 5-12 business days, but there may be delays due to uncontrollable factors. We sincerely hope you receive the package as soon as possible and appreciate your understanding.

Tracking Information

When your order has shipped, you will receive an email informing you of your package being shipped along with a tracking number. If for any reason you don’t receive this or for more shipping information, please contact our customer service team at owayebike@gmail.com along with a description of the item and your order number.
*Please note, tracking can take around 24-48 hours to update after dispatch

Test ride

If you want to test ride offline, we have a showroom and test track in California

Pick Up From The Warehouse In CA USA

If you want to pick up the bike directly from our warehouse, you need to contact us to set up a pick-up date and time via email owayebike@gmail.com

All orders require adult signature upon delivery.
We are not responsible for lost or stolen packages once confirmed as delivered by FedEx.

How do I select signature services?

We have purchased adult signature service for all orders to prevent package loss. Please make sure there is an adult at home to sign for the package at your address.

After-Sales Service and Returns

Because our bicycles are oversized and fall within the FedEx maximum size cutoff, some parts might be slightly bruised during transportation. If the damage is limited to a component, we will arrange replacement by air freight to your door. Shipping costs will be covered by us. Delivery takes 5-10 days, and we will provide remote installation guidance.

For battery, motor, or charger failures, please provide the serial number/code.

 A description and photo of the accessory failure.

 After receiving all the required documents, we will review and confirm within 3 business days whether the issue is a quality issue. When confirmed positive, we will arrange for replacement part within 5 business days.

The shipping method for the replacement part will be determined by us, and the shipping costs will be borne by us. Matters that can be solved by sending replacement do not accept return of refund.

Other After-Sales Services:

For functional quality issues, including those with the motor, battery, electronic control, or frame, returns and refunds will be available only after we confirm the issue is a quality issue. Shipping costs will be borne by us.

We are not responsible for any fees for after-sales returns or refunds due to non-functional quality issues (rejection, unconditional return and refund, damaged small accessories, etc.).

Shipping Terms:

If the motor, battery, or body structure of the product is damaged during transportation, we will be responsible by contacting the shipping company to negotiate for compensation. If the headlight, turn signal, handlebar, or replaceable accessories are damaged, we will replace the corresponding accessories.

Refund Eligibility

To be eligible for a refund, the following conditions must be met:

(Customized accessories are not eligible for returns)

Refund requests must be made within 14 days of receiving the product.

Ordering & Payment

Is this e-bike street legal in my area?

Our e-bikes are designed for off-road or private property use unless otherwise stated. Regulations vary by state and country. Please check your local laws regarding speed, power, and road use before riding.

Who is this bike best suited for?

This bike is ideal for experienced riders looking for high performance, speed, and torque. It may not be suitable for beginners or riders unfamiliar with powerful electric bikes.

Do I need a license or registration to ride this bike?

Requirements vary by location. In some areas, high-speed or high-power e-bikes may require registration, insurance, or a license. Please consult local regulations.

Are taxes or duties included in the price?

E-bikes are shipped tax-free with free shipping. Accessories may be subject to a 10% tax, depending on the destination.

What payment methods do you accept?

We accept major credit cards (Visa, MasterCard, American Express), as well as supported installment payment providers shown at checkout.

Is my payment secure?

Yes. All payments are processed through encrypted and PCI-compliant payment gateways. We never store your full card details.

Can I cancel or change my order after payment?

Orders can only be modified or canceled before shipment. Once the bike has shipped, cancellation is no longer possible.

Do you confirm orders before shipping?

Yes. For high-value orders, we may contact you by email or SMS to confirm purchase details before shipment to prevent fraud and ensure order accuracy.

After-Sales & Warranty

What is considered “normal wear and tear”?

Items such as brake pads, tires, chains, and bearings are considered wear-and-tear parts and are not covered under warranty unless defective upon arrival.

Does the warranty cover accidental damage?

No. Damage caused by crashes, misuse, water immersion, improper installation, or unauthorized modifications is not covered under warranty.

Can I return the bike after riding it?

Due to the nature of the product, used e-bikes are not eligible for free returns. Please inspect all specifications carefully before riding.

What if I don’t know how to assemble or maintain the bike?

We provide installation guides and video tutorials. Basic mechanical knowledge is recommended. Improper assembly may cause damage or safety risks.

Are modifications allowed?

Any third-party or self-modifications are done at the rider’s own risk and may void the warranty.

What happens if the bike gets damaged during riding?

High-performance e-bikes involve higher speeds and risks. Riders are responsible for safe operation and proper protective gear. Damage caused during riding is not considered a manufacturing defect.

How do I contact after-sales support?

You can reach our support team via email atkellyyang158@gmail.com. Please include your order number, photos or videos of the issue, and a brief description to help us assist you efficiently.

What should I do if there is a dispute or payment issue?

We encourage customers to contact us directly first. Our support team is committed to resolving issues fairly and professionally.