Propel’s Fulfillment Process

So, you’ve landed on your perfect match, an electric bike to last you a lifetime or at the very least, for many fulfilling years down the road. But for us, it’s more than just click, ship and ride. From ordering your eBike to testing it thoroughly at one of our shops, these are the steps we take to ensure your new eBike rides like a dream

Welcome to our fulfillment process.

All electric bikes arrive at our shops where each and every one is fully assembled, test ridden, and passed through a 36-point Quality Control Inspection.

While some retailers may rush to get their eBikes out to customers in as little time as possible, our thorough operation guarantees many happy miles with your new match (and we thank you for your patience).

In an effort to be fully transparent, below we’ve outlined every step of this process so that you, our newest member of our eBike community, can stay up to date on exactly where your eBike is as it makes its way to you. From the time of purchase to the moment your feet touch the pedals, our team is there every step of the way (and beyond).

Note: While this page is intended to be helpful and informative, it might not account for all the information you need. We want to remind you that we are always available if you need further assistance. Get in touch with us here.

, Prefulfillment

You have purchased your eBike!

Our handpicked selection of eBikes comes from manufacturers around the world. This means that depending on which eBike you’ve chosen, the time between you finding your perfect match and placing an order, and your eBike being ready to ride can vary depending on a number of factors. That’s why we make it our priority to keep in touch with you throughout the entire process. During the cart check out, you have the option to get email or text updates that will automatically be sent to you as your bike moves along the fulfillment process. 

What kind of notifications can you expect?

We only use your email or phone number to send updates about your order only. This means you do not have to worry about getting any unwanted messages from us! So what can you expect from time of purchase to new bike day?

We create an account for every user during the purchase of a eBike. This allows you to log in and check the status in the My Account section, provides a reliable place to store your key and serial number, allows you to file warrenty & support tickets easier, plus we are adding new features consistently to provide more helpful information.

If you work with one of our Matchmakers you will often be sent a personalized invoice that they generate. This invoice provides a link to pay the balance of the order on our website using any of our payment options.

We offer Cash/Check/Credit Cards/ Wire Transfer/Paypal and also offer 0% financing for 12 Months through Klarna and Zelle

Note: At this time it is important to check the details of the order to make sure everything that was discussed is added to the order. It is also a good time to ensure you have provided the proper telephone numbers and addresses so fulfillment goes smoothly.

Once your order is paid we will send you a confirmation email showing the final order details.

If you choose to order a bike from one of our brands that is not currently in stock, it will need to be ordered. Once it’s been ordered from the manufacturer you will be notified.

  • From here, your eBike will be assembled, tested, and passed through our Quality Assurance process. You will be notified as the bike makes its way through these stages of the process.
  • Although this might take a little time, we believe our tried and true fulfillment process is the best way to ensure many happy miles on your new eBike. And we thank you for your patience.
  • This process usually takes 2 days or less, and we will notify you as your eBike moves through our fulfillment process.
  • Every eBike that comes through our shop gets assembled and tested by our eBike Whisperers before going through our 36-point Quality Assurance process.
  • It is not uncommon to see a few miles on your new eBike as we thoroughly test the bike on the stand and on multiple test rides. 
  • We will notify you as soon as your eBike passes the Quality Assurance process and is being prepped for shipping or pickup
  • If your ebike is shipping to you, you will receive an email confirming the bike is packed and ready to be shipped, and another generally shortly after with the tracking information.
  • If your ebike is going to be picked up you can schedule an appointment here where we will walk you through the details of your bike and answer any questions you have
, Prefulfillment

Your order is being processed

Our handpicked selection of eBikes comes from manufacturers around the world. This means that depending on which eBike you’ve chosen, the time between you finding your perfect match and placing an order, and your eBike being ready to ride can vary depending on a number of factors. That’s why we make it our priority to keep in touch with you throughout the entire process. Once we receive your order, a Matchmaker will contact you with an estimated time of arrival to one of our fulfillment centers.

There are two shipping options when ordering a Riese & Muller eBike. Sea freight is standard and takes approximately 8 to 10 weeks or you can upgrade to air freight, which generally cuts the shipping time down to 3 to 4 weeks. Air freight costs an additional $800 for standard sized eBikes and $2000 for electric cargo bikes.

If you’re interested in learning even more about your eBike’s progress, Riese & Muller offers customers the ability to keep track of their eBike as it’s being built. Each eBike ordered receives a unique bike code that can be used to track its build process. If you’ve given us authorization, we’ll sign you up to receive notifications throughout the build process. Or if you prefer, you can visit the Riese & Muller website and use the bike code which is listed in your account under the “My Bike” section. Keep in mind this system is fairly new, if something doesn’t make sense or if you need further clarification, feel free to reach out.

, Prefulfillment
, Prefulfillment

What to do until your eBike arrives

It’s true, some of the best things in life are worth waiting for, especially a life-changing eBike that may or may not be inside a shipping container at the moment. We want to make sure the time you spend waiting for your perfect match doesn’t go to waste, so here are a few things you can do to make sure you’re ready to roll once your eBike arrives. 

 If you’re just getting acquainted with the world of eBikes and are ready to learn more, our YouTube channel is a great place to start. Our videos are meant to add value to your life as a new eBike owner and help you make the most of your experience. Not to mention, achieve our big-picture goal of getting more people on eBikes!

Deposit policy:

In certain circumstances, we allow for a deposit or a partial payment to reserve an eBike. We do require full payment before the eBike ships from the manufacturer. Keep in mind that your eBike won’t be added into the build queue until full payment is received. 

If you’re on Facebook, Instagram or Twitter, follow along for updates on all things Propel and eBikes, or comment and engage with our lively community of eBike enthusiasts.

You can check your account at any time, by visiting propelbikes.com/my-account. Here, follow the prompts to log in or to register. If you have any questions, feel free to contact us by phone at (718) 643-4542 or email us at hello@propelbikes.com. We’re always here to help. 

Whether you’re looking to increase the comfort, safety or security of your eBike, we have a wide range of accessories you may want to consider adding to your overall setup. Visit propelbikes.com and click on the Accessories tab to browse helmets, locks, baskets and more.

Track Your Order here:

To track your order please enter your Order ID in the box below and press the "Track" button. This was given to you on your receipt and in the confirmation email you should have received.

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