E-bike FAQ
Bikes & Features
1. Does my bike need to be adjusted when it arrives?
Each ONWAY e-bike has been assembled to near completion. To complete assembly you can build it by yourself through our installation instruction or video. We recommend getting an initial tune-up from a local, certified, and reputable bike mechanic within the first 50-100 miles. A tune-up that covers the most common adjustments (like brakes, spokes, derailleur, and tires) will be a great way to keep your bike in great shape and keep you riding better!
2. How do I charge my battery?
Always charge in a safe area that is dry, indoors, between 50 °F – 77 °F (10 °C – 25 °C) and away from direct sunlight, dirt, or debris. Arrange the bike, battery, and charger in a safe manner to avoid potential trip hazards or damage to the product.
2.1 Make sure the battery is off. You can either leave the battery locked to the frame for charging or use the key to unlock the battery and remove it from the bike before charging.
2.2 Remove the rubber cover on the charging port on the side of the battery.
2.3 Plug the charger into the battery charging port.
2.4 Plug the charger into an appropriate power outlet. Place the battery either on or off the bike and plug in the charger. Once plugged in, one red light and one green light will illuminate to show that the battery is charging.
2.5 Charge for the appropriate amount of time. Charging a battery from empty to fully charged typically takes between 4-6 hours. It is best to unplug the charger when the battery is close to being fully charged, ideally within the hour. The charger will show when the battery has been fully charged by switching one indicator light from red to green, the other will remain green. Do not exceed 12 hours of charging at a time. The charger is designed to automatically stop charging when the battery is full; however, unnecessary wear of the charging components could occur if the charger is left attached to the battery and a power source for longer than 12 hours. Detach the charger as soon as charging is complete, to avoid unnecessary wear of charging components.
2.6 Once charged, unplug the charger from the power outlet, by pulling on the plug. Do not remove the plug from the outlet by pulling only on the chord.
3. How often does the battery need to be charged when not in use?
The battery should be checked every month, and if necessary, charged to around 75% charged and stored in a dry place between 50 °F and 77 °F (10 °C and 25 °C).
4. Do ONWAY e-bikes sell accessories or replacement parts?
Yes! Check out our accessories page to see what’s available, or take a look at our replacement parts page. If the part you need is not listed on our website, please contact us.
Payment & Shipping
1.What payment methods do you accept and do you offer financing?
We accept debit or credit cards and PayPal, for purchases online and delivered via email in USD currency!
2. How Can I Contact Onway e-Bikes?
ONWAY e-Bikes are committed to helping you keep your bike in safe and working order. Use our owner’s manual HERE, or browse our Help Centre, for guidance on maintenance and troubleshooting. You can also contact us directly and we'll help get you back up and running!
3. Does Onway e-Bikes sell merch?
Yes! Check out our Onway merch on our website!
4. What is your return policy and do you offer warranty?
We hope you love your bike as much as we do, but if it turns out that you need to return an item, please refer to the links below to view our return policies.
US RETURN POLICY
Warranty
We believe our ebikes are the best out there and our warranty policy is designed to support this. Take a look at our warranty terms below.
US WARRANTY POLICY