How can we help?

Use Track My Order with your order number and the email you used at checkout. When your order ships we also email you a tracking link. Tracking can take 24 to 48 hours to update after the label is created.

Email info@wilsonebikes.com as soon as possible. Once your order has shipped, or a shipping label has been created and pickup is scheduled, we may not be able to make changes.

If tracking shows no movement for 5 business days, contact us and we will follow up with the carrier. A shipment is treated as potentially lost after 15 business days without an update; if it is confirmed lost we file a carrier claim and arrange a replacement or a refund.

Check around the delivery spot and with neighbors or building staff, file a report with the carrier, and contact us within 48 hours of the "Delivered" scan. We will support the investigation.

Free standard shipping on every order delivered to the contiguous United States: the lower 48 states and Washington, D.C. We don't currently ship to Alaska, Hawaii, Puerto Rico or other U.S. territories, or to PO Box, APO and FPO addresses.

Most orders arrive within 1 to 5 business days: up to 1 business day for us to process the order, then 1 to 4 business days in transit. Remote areas, severe weather, battery shipping rules and holidays can add time. Orders ship on business days only.

Nothing. Standard shipping is free on every order to the lower 48 states and Washington, D.C., and the shipping cost at checkout shows $0.

Yes. Choose free pickup at checkout and collect your order from one of our shops in New York or San Francisco. See our shops.

You can request a return within 15 days of delivery, based on the carrier's "Delivered" scan.

The item must have been ridden no more than 50 miles, show no obvious wear, damage or modification, and come back in its original box with all packaging, parts and accessories. Eligible returns and exchanges are subject to a 20% depreciation fee.

For non-defective returns (a change of mind, the wrong model chosen, an exchange) the customer pays return shipping. If we made a mistake or a defect is confirmed, we cover reasonable return shipping or arrange pickup.

Items marked Final Sale, Open Box, Used, Refurbished or As-Is, gift cards, opened wear items such as tires, tubes and brake pads, items ridden more than 50 miles, and special-order products.

Every return needs a Return Authorization (RMA). Email info@wilsonebikes.com with your order number, the model and serial number, the reason, and photos or video of the item and packaging. If approved, we send the RMA number, the return address and shipping instructions.

Rides built by Wilson's get 3 years: year 1 covers parts and labor, years 2 and 3 cover labor with customer-paid parts. Every other brand we carry gets 1 year of manufacturing-defect coverage, and Wilson's handles the claim for you.

Wear items such as tires and brake pads, water damage, crashes and collisions, misuse, and unauthorized repairs or modifications.

Contact us by phone, email or at any shop with your order details, model and serial number, what is wrong, and photos or video. We confirm eligibility, then you bring it in or mail it to the shop we confirm. Read the full warranty.

You pay to ship your ride to us; once the warranty service is done, we pay to ship it back to you.

Open After Sale Support within 48 hours of delivery and add photos or video of the outer box, the labels, the packaging and the damage. We reply by text and keep the case updated until it is fixed.

Report it through After Sale Support with a photo of everything that came in the box. We ship the missing part to you.

Contact us within 48 hours of delivery through After Sale Support. We check whether it qualifies as dead on arrival and arrange replacement parts, an exchange or a refund, and cover the shipping on confirmed cases.

Yes. We repair any brand, wherever you bought it.

Looking it over and telling you what we find is always free. A full diagnosis with disassembly or test equipment is $30, and it comes off the bill if you go ahead with a repair over $100.

All prices are starting prices with parts and labor included: flat tire repair from $40, brake repair from $25, error code fixes from $35, charging port repair $35. See the full repair price list.

No. Walk-ins are welcome at every shop, or book a repair online.

Yes. Express repair and priority service for delivery riders are available at every one of our shops.

PayPal, Affirm and Klarna, chosen at checkout. Pay in 4 splits your total into 4 interest-free payments every 2 weeks with Klarna or Affirm.

Every electric scooter, e-bike and accessory we sell. How financing works.

No. Add your ride to the cart, go to checkout and pick a financing option there; the provider runs a quick eligibility check.

Flushing, Elmhurst, Brooklyn and Long Island City in New York, and San Francisco in California. Our Corona, CA shop is moving and booking there is paused. Addresses and directions.

Our four New York shops are open 10 AM to 8 PM ET. San Francisco is open 10 AM to 7 PM PT from March to November and 9 AM to 6 PM PT in winter.

Flushing and Elmhurst are open on Sundays at their normal hours. Brooklyn, Long Island City and San Francisco are closed on Sundays.