ONTHEWAY EXPLORER

Contact us by Email

Sales: service@onway-ebikes.com
After-sales: customers@onway-ebikes.com

Shipping Details

We're always working to ship your order as quickly as possible. Once your order is placed, you'll receive a order confirmation email. When your order ships, you'll receive a shipping confirmation email with your tracking details.

Shipping Cost

Shipping is free in the US for all bikes (any accessories purchased with a bike). Shipping to Hawaii or Alaska is not available. Accessories purchased separately from a bike, and replacement parts not covered under warranty, will be charged a shipping fee.

Shipping Time 

In-stock items typically ship in 1-5 business days after an order is placed, unless otherwise noted on the product's page. Check the item's product page for the most up-to-date shipping information. We do not offer expedited shipping at this time.

Our bikes are carefully packaged with ease-of-transport and protection in mind. Shipping is offered through FedEx or UPS. Once your bike has shipped and you have a tracking number, you can contact FedEx or UPS to arrange any special requests or delivery instructions.

Tracking Information

When your bike ships, you will receive an automated email with your FedEx or UPS tracking information. You can track the progress of your delivery on the FedEx or UPS website. You can also find order and tracking details on our website.

Bike Assembly After Delivery

Our e-bikes are shipped partly assembled, which means some assembly is required before use.

Our assembly videos and owner's manuals will help guide you through your bike assembly. 
Please feel free to contact us through after-sales: customers@onway-ebikes.com. Please also send a short video to clearly demonstrate the problem.

If you need assistance with the assembly of your bike please refer to the options below.

1. Ship your bike to a local bike shop: We can ship our e-bikes to any physical address to which FedEx or UPS can deliver. Contact your favourite local bike shop beforehand, to see if they will receive your bike shipment, assemble it, tune it up, and adjust the bike to fit you before you take your first ride.
2. Ship the bike to your address and take it to a local bike shop: We can ship your bike to your address and you can then contact a local, certified and reputable bike shop for help with assembling, tuning, and fitting your bike.

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

1. Returns

1.1 E-bike orders：
Free returns within 14 days of delivery date
No returns after 14 days from date of delivery

The customer must have obtained written approval from ONWAY regarding the return before sending the returned goods.
If the customer sends the returned goods without the ONWAY's written consent, no refund will be given, and the customer must return the freight to ONWAY before returning the returned goods or taking direct confiscation.
After the approved returned goods pass our inspection, you will receive a refund.

If the return within 14 days is not due to product quality problems, the buyer shall bear the freight for the return. For returns within 14 days due to product quality or damage to products in transit, ONWAY provides a prepaid return shipping label, and the customer will contact FedEx / UPS to pick up the item or send the goods to the local delivery point.
The requirements for non-quality returned products are as follows: A. Must has less than 10 miles on the odometer. B. Must be in like new condition and free from dirt, dust, or fragrances, all functions remain normal. C. Must maintain the same packaging and condition as you received it (all cardboard and foam). D. Must include all items inside the box (charger, keys, hardware, etc.)

1.2 Accessory/replacement part orders：
No returns after 30 days of delivery
To be eligible for a return, the item must be unused and uninstalled, free from dirt, dust, or any fragrances,
Maintain the same packaging and condition that you received it
Subject to a 25% restocking fee
Customer pays the return shipping


1.3 Used items:
E-bikes and/or used and/or installed accessories/replacement parts that do not meet the conditions specified above, no return is allowed.
The return is allowed under EXTREME cases of breakage/malfunction covered by our warranty, and only after receipt of our approval for the return.
Non-returnable items, except where covered by an applicable warranty:
Batteries
Special Discount Orders （There are no returns for items on sale. All sale items are final sale, no refunds or exchanges.)

1.4 Refund time：
Before handling returns, any standard warranty issues must be resolved through product support.
After receiving the goods, the package will be inspected and refunded after the inspection is passed. The inspection process usually takes about a week. If the test fails, no refund will be given and the customer will be responsible for the return shipping cost.
After all inspections are completed, the refund will usually be processed within 3-5 working days.

1.5 Regular return address：
If you do not receive special instructions from ONWAY, please return the product to:

ONWAYEBIKES
c / o Return-#OrderNumber
6585 Arville st,
Las Vegas, NV, 89118

1.6 After the returned goods are sent out:
A. The returned goods sent by customer due to Non-quality problems: After you send the returned product, please send an email to customers@onway-ebikes.com to inform us and provide a courier tracking number.
B. The returned goods which ONWAY provides prepaid return labels due to the quality problems or the damage during transportation: after the returned goods are picked up by the courier company, please send an email to customers@onway-ebikes.com to inform.

2. Bike Performance

Please note that information regarding the expected range on a single charge on one of our ebikes is an estimated value, not an exact value. There are many factors that contribute to actual range of measurement for an ebike such as the battery life, temperature, level of assist, speed, payload, and terrain. Given the right conditions, it is possible to get greater than the expected maximum range or less than the expected minimum range.      

3. Pre-Orders/Backorders and Pre-Order/Backorder Cancellations

For all pre-orders and backorders, your credit/debit card will be charged immediately. There will be no delay in payment collection,
regardless of when the item is expected to ship. Any pre-orders and backorders that are canceled prior to shipping
are only eligible for a 80% refund of the total order amount.

A backorder essentially allows you to reserve an e-bike that is currently out of stock. It functions the same as a normal purchase,
except your e-bike will be shipped at a later date as specified on the product page. Pre-orders are typically for completely
new products that are not yet released. Our backorder process is for e-bikes that have already been available, but are temporarily out of stock.

4. Refunds, Exchanges

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your return.
Refund’s delay or omission. If you have not received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at customers@onway-ebikes.com.

5. Street Legality

Under the United States' Federal Electric Bike Regulations, our bikes are considered street legal, and because of this are viewed as bicycles, not motorized vehicles. PLEASE NOTE, it is important for you to check your state, county, and local laws to ensure that you are riding legally and safely.

6. Liability Disclaimer

6.1 You are responsible for your own actions while using an electric bike. ONWAY is not responsible/nor liable for any accidents or injuries (whether caused by you or others) that may occur during your use. We recommend contacting your insurance provider to determine if your current insurance policy would cover you in the event of an accident.

6.2 ONWAY is not responsible for any damage caused by non-compliance with the instructions, irresistible factors, accidents, vandalism, improper riding, riding in extreme weather, ride in the rain for a long time, in improper storage, incorrect assembly, and arbitrary modification; normal wear and tear, improper follow-up maintenance, and the installation of accessories.

Warranty 

Warranty Info
Every ONWAY E-bike is covered under our manufacturer’s 15-month warranty under normal use, and the warranty period starts from the date of purchase.
（Normal use refers to single person riding without people, without overloading and maliciously destroying the bicycle)

This warranty covers the parts:
ONWAY's bicycle components including frame, forks, handlebar, bowl set, seatpost, saddle, brake, light, crank, pedal, rim, hub, flywheel, transmission, variable handlebar, motor, throttle, controller, display, bracket, etc. These parts are warranted to be free from manufacturer defects in materials and/or workmanship for 15-month period from the date of original purchase.
Wear and tear is not covered under warranty.
The battery warranty does not include damage from power surges, use of non-original chargers, improper maintenance, or water immersion.

Terms of Warranty:
1.This warranty only applies to the original owner of ONWAY bicycle.
2. This warranty does not cover damage caused by non-compliance with the instructions, irresistible factors, accidents, vandalism, improper riding, riding in extreme weather, improper storage, incorrect assembly, and arbitrary modification; normal wear and tear, improper follow-up maintenance, any damage or defects caused by the installation of accessories are not covered by the warranty.
3. This warranty does not include consumables or normal wear parts (tires, brake pads, brake cables, shift cables, plastic housings, grips, chains, spokes, etc.).
4. ONWAY will not be responsible for any damage, malfunction or loss caused by unauthorized repair or use of unauthorized parts.
5. ONWAY shall not be responsible or liable, directly or indirectly, for any damage or loss caused by our products, including but not limited to compensation for personal injury, property damage or economic loss.
6. ONWAY shall not be responsible for the loss caused by natural corrosion during outdoor parking.
7. ONWAY will not be responsible for the loss caused by intensive use (special use or lease).

What Will We Do to Correct Problems with Your Bikes:
1. Please provide proof of purchase of the product and photos or videos of the damaged parts.
2. If a component is deemed to be defective or damaged without user error we will issue a replacement part, and we will assist you in replacing any defective part.
3. If the product is damaged during transportation, please contact us as soon as possible and we will replace any parts deemed to have been damaged during shipping.
4. If the customer is unable to repair the bicycle after many communication operations with ONWAY, the user can ask a third party to help to repair the bicycle, and we will bear the repair costs at our discretion according to the invoice or receipt provided by the user.
5. The whole vehicle will be replaced only in special circumstances. In this case, the original bicycle must be transported to a factory designated by ONWAY for inspection before a new bicycle can be issued. If it can be repaired, vehicle replacement service is generally not provided. 

What Will We Not Do:
1. ONWAY will not replace any parts without first seeing photos or videos of the damaged part.
2. We will not replace any parts damaged by the user.
3. We will not pay for any third party services or part replacement unless agreed upon prior to the fix. We will not pay for return shipping on any damaged or defective product or component.

Shipping Damage Claims:

IMMEDIATELY inspect whether the packaging is intact when receiving the goods. If you see obvious damage to the product, you can choose to reject and contact us in time.
We will not accept claims for shipping damage later than 7 days from the receipt of the product.


Repair and maintenance:

• Check to ensure that all parts of the electric vehicle (front fork, wheels, etc.) are tightened tightly to ensure that the electric vehicle is safe for use.
• Lubricate the chain and check tightness.
• Check the tire pressure.
• Check the tightness of the brake cable.
• Adjust the gear shift to ensure that the gears are in a normal state.
• Ensure that the electronic components do not leak electricity.
• Check to make sure that the screws on the motor are fully tightened to prevent the motor from moving or coming off.
• Fully charge the battery at least once a month.