Questions? We’ve Got Answers

Purchasing

What payment methods do you accept?
  • Credit Card (American Express, Visa, Mastercard, & Discover)
  • Cash
  • Check
  • Paypal (we will email you an invoice upon request)
  • Wire Transfer
  • Financing online via Klarna (either 12 months interest-free or 3 years with a 9.99% APR)
  • Financing in-store via Synchrony Bank(12 months interest-free)
Do you match prices?

If another e-bike retailer advertises a lower price, we will match their total cost (the bike itself, shipping & handling, etc) as long as the following conditions are met prior to placing your order.

  • Some manufacturer agreements prohibit us from offering lower prices – if another company is doing so, they are violating that same agreement.
  • The product must be for an identical product – the difference between model years, or size, or modifications can significantly affect the price.
  • The company must be based in the US, and they are either offering the product in the US or are prepared to ship it
  • They must have the product in stock (i.e. ready to ship or be picked up).
  • The lower price must be publicly advertised so that we can look it up.

Shipping / Pick-Up

DO YOU SHIP ANYWHERE IN THE U.S.?

Oftentimes manufacturers restrict dealers to selling and delivering eBikes within a specified radius of their physical location. Provided this is not the case with the eBike you choose, then yes, we are able to ship it anywhere in the contiguous United States, meaning to all the lower 48 states, excluding the following states and territories: Hawaii, Alaska, Virgin Islands, Puerto Rico, American Samoa, Guam, Northern Mariana Islands

DO YOU SHIP OUTSIDE OF THE U.S.?

We do not ship eBikes outside of the U.S. because we can’t predict how customs will treat the shipment. You should also be aware that the eBikes we sell have motor systems specified for the U.S., so you may have difficulty getting the eBike serviced abroad. If you still want to place your order, we recommend working with a freight forwarder in the U.S. You can have the eBike delivered to the freight forwarder’s U.S. address and make arrangements with them for delivery to your country. Propel does not work with or have a recommendation for any particular freight forwarder.

How much is the shipping charge?

While the actual cost of shipping varies greatly depending on the distance and method, we keep our shipping charges simple. For eBikes that come in a box 90% assembled, we charge $200 (you’ll have to adjust the handlebars into position and put on the pedals yourself). For eBikes that arrive 100% assembled (no boxes), we charge $300. All eCargo bikes will ship 100% assembled.

WHEN WILL I RECEIVE MY EBIKE?

If you have already purchased your eBike, you can check the status of your order through your Propel account or you can ask your Matchmaker. If you’re considering an eBike and wondering about the lead time, please contact us to receive an estimate for availability and delivery.

When you place an order for an eBike that’s in stock, the eBike is entered into our “build queue.” We will assemble it when it reaches the top of the queue. After that, we will quality and safety check it before we ship it or have it ready for you to pick up. Please keep in mind, the time it takes for your order to move through our fulfillment process can vary depending on the number of eBikes in our build queue.

What are the shipping/pickup options?

We offer several options:

Option #1: Pick up the eBike from our Brooklyn, Delaware or Long Beach location (free!)

Option #2: Have the eBike delivered to you 90% assembled ($200)

(You can see exactly what assembly is required in the question below. Rest assured, in both cases it’s very simple.)

Option #3: Have the eBike delivered to you 100% Assembled ($300) (This is the only choice for shipping cargo eBikes.)

So what exactly is the assembly involved with each shipping option?

90% Assembled: This shipping method costs $200 in the contiguous U.S. and is our premium shipping option for distant customers. We ship the eBike in a large, custom made box and the closest to being ready to ride this shipping method will allow.

You’ll just need to perform two main tasks when you receive the eBike:

  • Handlebars: We turn the handlebars sideways to fit the eBike into the box. You’ll need to rotate them to their rideable position and tighten the stem bolts.
  • Pedals: Before installing your pedals, remember there is a left and a right side. The left pedal is reverse threaded, meaning you’ll need to turn it to the left to tighten it instead of to the right. If you need help, check out this video. Tools required: 4, 5, 6mm Allen Key, 15mm Wrench.

Note: This should be all you need to do for most builds, but there may be some special circumstances where you need the help of a technician. Our technicians are available to support when you need it, just give us a call and we’ll be happy to help.

Cargo eBike Shipping (100% Assembled): For a flat rate of $300, we offer special shipping for cargo eBikes to ensure the safe arrival of your order. When possible, we contract with private carriers to wrap and hand deliver the eBike or, we’ll wrap the eBike and strap it on a custom-built pallet where the eBike will be delivered by freight.

If you have any questions about this shipping method, please feel free to reach out.

Local/Fully Assembled: For customers located nearby one of our shops, we do our best to deliver the eBike to you in person. Depending on your availability and where you’re located, we’ll either work with a contractor to deliver the eBike fully assembled, or we’ll deliver it ourselves for a flat rate or a driving charge by-the-minute depending on how far away from the shop you’re located.

If you’d like to learn more about any of our eBike shipping options, please don’t hesitate to reach out!

RIESE & MULLER SHIPPING RESTRICTIONS

Although we would love to assist all of our customers with the purchase of a Reise & Müller eBike, our dealer agreement prohibits us from shipping eBikes where there is a dealer within 100 miles of the customer. Customers are allowed to pick up eBikes from our store no matter where they are, but we are unable to ship it if they are within 100 miles of another dealer. To find the dealer nearest you, we recommend visiting the Riese & Müller dealer locator here.

30-Day Return Policy FAQs

What is your policy on refunds & exchanges?

While we’re extremely proud of our near-perfect track record of matching customers with the eBike of their dreams, we understand that sometimes it’s just not the right fit. In the rare case this does happen, we’ll do everything in our power to find a solution. All return requests are considered on a case-by-case basis and refund requests must be submitted via email.

Before reading our return and exchange policies, please keep in mind the following:

Special order items: are not eligible for returns, including Abus Keyed Alike Locks.

Riese & Muller purchases: Because Riese & Muller bikes are generally made to order for each customer, no changes can be made 48 hours after the order is placed. We do consider any change or cancellation requests on a case-by-case basis, and will always do our best to find a solution. Please note, we reserve the right to withhold a $500 cancellation fee for any Riese & Muller order.

How do I get a refund?

In order to receive a refund, the parts and accessories returned must be in new or unused condition. Upon inspection, if a product is damaged or missing parts, Propel reserves the right to deny the refund. Propel reserves the right to charge a 15% restocking fee, depending on the item.

Does Propel cover the shipping costs?

No. While you may be eligible to receive a refund for a return, the initial shipping cost is not refundable. The cost to ship a returned item, as well as any associated fees or insurance is the responsibility of the customer. Actual shipping costs associated with shipping bikes will not be refunded.

How do I ship my return?

When shipping a returned item, we recommend choosing a carrier that provides tracking information to ensure the product’s safe return. If you’d like, we can assist with making the shipping arrangements.

When will I receive my refund?

If the returned item is received on a weekday, the refund will be processed immediately after receipt and inspection of the returned item(s). Refunds are processed Monday-Friday. Funds will typically be available in your account within 7-10 business days after the refund has been processed.

30-Day Exchange Policy FAQs

What is your policy on refunds & exchanges?

While we’re extremely proud of our near-perfect track record of matching customers with the eBike of their dreams, we understand that sometimes it’s just not the right fit. In the rare case this does happen, we’ll do everything in our power to find a solution. All return requests are considered on a case-by-case basis and refund requests must be submitted via email.

Before reading our return and exchange policies, please keep in mind the following:

Special order items: are not eligible for returns, including Abus Keyed Alike Locks.

Riese & Muller purchases: Because Riese & Muller bikes are generally made to order for each customer, no changes can be made 48 hours after the order is placed. We do consider any change or cancellation requests on a case-by-case basis, and will always do our best to find a solution. Please note, we reserve the right to withhold a $500 cancellation fee for any Riese & Muller order.

Can I exchange an item in used condition?

No. The returned item(s) must be in brand new and resalable condition with all original packaging, including cartons, parts, instruction manuals, etc. Please keep in mind, Propel reserves the right to charge a 15% restocking fee for certain items. Bike exchanges are considered on a case-by-case basis and may be subject to a 15% restocking fee.

Does Propel cover the shipping costs?

Customers are responsible for the cost of the return package. For parts and accessory orders, Propel will cover the cost of sending the replacement. Shipping costs are not covered by Propel for bike exchanges. Propel is not responsible for items lost during transit/shipping.

How do I ship my return item?

When shipping a return item, we recommend choosing a carrier that provides tracking information to ensure the product’s safe return. If you’d like, we can assist with making the shipping arrangements.

What if the item I’m exchanging is a different price?

The exchange will be processed after we’ve received the returned items. Depending on the price difference between the returned item and the new item, the difference will either be charged or refunded. If your exchange requires a refund, funds will typically be available in your account within 7-10 business days.

When will I receive the new item?

After we’ve processed the exchange and shipped out the new product, we’ll send you an email notification with the shipping information and estimated arrival date.

Canceling an Order

Can I cancel my parts and accessories order if it hasn’t shipped yet?

Yes. Canceling a parts or accessories order before dispatch is subject to a 4% cancellation fee. However, if the package has already been shipped, it can no longer be canceled. If you intend to cancel an order, please let us know as soon as possible by emailing us.

Can I cancel my bike order if it hasn’t shipped yet?

Yes, however, canceling a bike order before dispatch is subject to a cancelation fee of $300 (up to $500 on Riese & Muller bikes). However, if the bike has already been shipped, it can no longer be canceled. If you intend to cancel an order, please let us know as soon as possible by emailing us.

Support After Purchase

What kind of maintenance will my e-bike require?

Our bikes have been carefully selected for reliability, especially the electrical components, and have two-year warranties (that are rarely needed). The maintenance required will be no different from that of a regular bike, so your local bike shop (including us if you’re nearby) will be amply equipped to handle it. If you ever have an electrical issue – a big if – and you don’t live nearby, we will still make sure it gets resolved.

What kind of support do you provide for the e-bikes you sell?

Whether you’re local to one of our locations, or you live far away, we will provide support to you for anything you purchase from us. Send us the details and we will get started on a solution right away.

Our support for customers that don’t live near us:
In the unlikely event that there is an issue with your e-bike that did not present itself when we tested it, it will likely show up within the first six months. For that period of time, we cover all the costs of warranty repairs, when possible. When the manufacturer won’t reimburse us, it becomes difficult to cover all the costs of warranty work, but we always try to advocate on behalf of the customer. There are even times when we reimburse you for warranty labor performed by your local bike shop. Of course, even after the first six months, there is a 2-year warranty regarding product defects, and even after that, reach out to us for anything you need and we will make sure it gets resolved.

Our support for customers who live nearby:
Please schedule your bike within the first month for your complimentary initial checkup. This gives us a chance to make sure things are tight and within the range of good adjustment and confirm that the bike is performing as expected. We also cover the costs of warranty repairs whenever possible for the duration of your two-year warranty. There are some warranty cases that are rejected by the manufacturer and in those cases, we do our best to advocate on behalf of the customer and cover costs when it is appropriate to do so. For anything not covered by the warranty, we are always available to give you a no-cost, no-obligation estimate of any work orders your bike may be due for, and many things we can take care of very quickly, over the phone or email to save you a trip and some cost. Please reach out to us before bringing your e-bike in. We do accept walk-in appointments for flat tire fixes, but even in those cases, it helps to give a quick call or email before you make your way to the store so we can prepare by allocating any necessary parts and managing our mechanics time and workload.

E-Bike Legality

Are your e-bikes legal?

We only sell pedal-assist e-bikes, in part because they are treated as legal everywhere in the US (based on our experience to date), even in places where they technically are not. In our home base, for example, New York City pedal-assist bikes are considered legal, and throttle e-bikes will be targeted by the police. European authorities have made the same distinction, and this seems to be the direction US legislators & regulators are moving at the federal, state, and local levels. While you should do your own research about your local legislation, pedal-assist bikes are the most widely accepted electric bikes and you can usually ride them anywhere you can a traditional bike.

People for Bikes has put together a great guide worth checking out if you want to learn more.

Still Have Questions?

Please reach out and we’ll get you the answers you’re looking for.

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