Shipping Policy 

Most complete product are sent from our local warehouse (USA warehouse) and most accessories & parts are sent from China.

Shipping Area

Our Products provides free delivery services in the United States
Shipping is available to other countries as well. Please contact our customer service for more details.

Shipping Times

Please allow 1-2 business days to process your order after being placed online. Tracking information will be sent to your email address once order is shipped. If this time is exceeded, please contact our customer service at Contact Us Form.

Delivery Times

The package is expected to arrive in about 5-12 business days, but there may be delays due to uncontrollable factors. We sincerely hope you receive the package as soon as possible and appreciate your understanding.

Tracking Information

When your order has shipped, you will receive an email informing you of your package being shipped along with a tracking number. If for any reason you don’t receive this or for more shipping information, please contact our customer service team at owayebike@gmail.com along with a description of the item and your order number.
*Please note, tracking can take around 24-48 hours to update after dispatch

Test ride

If you want to test ride offline, we have a showroom and test track in California

Pick Up From The Warehouse In CA USA

If you want to pick up the bike directly from our warehouse, you need to contact us to set up a pick-up date and time via email owayebike@gmail.com

All orders require adult signature upon delivery.
We are not responsible for lost or stolen packages once confirmed as delivered by FedEx.

How do I select signature services?

We have purchased adult signature service for all orders to prevent package loss. Please make sure there is an adult at home to sign for the package at your address.

After-Sales Service and Returns

Because our bicycles are oversized and fall within the FedEx maximum size cutoff, some parts might be slightly bruised during transportation. If the damage is limited to a component, we will arrange replacement by air freight to your door. Shipping costs will be covered by us. Delivery takes 5-10 days, and we will provide remote installation guidance.

For battery, motor, or charger failures, please provide the serial number/code.

 A description and photo of the accessory failure.

 After receiving all the required documents, we will review and confirm within 3 business days whether the issue is a quality issue. When confirmed positive, we will arrange for replacement part within 5 business days.

The shipping method for the replacement part will be determined by us, and the shipping costs will be borne by us. Matters that can be solved by sending replacement do not accept return of refund.

Other After-Sales Services:

For functional quality issues, including those with the motor, battery, electronic control, or frame, returns and refunds will be available only after we confirm the issue is a quality issue. Shipping costs will be borne by us.

We are not responsible for any fees for after-sales returns or refunds due to non-functional quality issues (rejection, unconditional return and refund, damaged small accessories, etc.).

Shipping Terms:

If the motor, battery, or body structure of the product is damaged during transportation, we will be responsible by contacting the shipping company to negotiate for compensation. If the headlight, turn signal, handlebar, or replaceable accessories are damaged, we will replace the corresponding accessories.

Refund Eligibility

To be eligible for a refund, the following conditions must be met:

(Customized accessories are not eligible for returns)

Refund requests must be made within 14 days of receiving the product.

The e-bike must be in its original condition, showing no signs of wear or damage.

The original packaging and all accessories must be included.

How to Initiate a Refund

To initiate a refund, please follow the steps below:

Contact our customer service team at [owayebike@gmail.com] within 14 days.

Provide your order number, contact information, and the reason for the refund. Our customer service team will guide you through the return process and provide you with a return authorization.

Refund Policy for Unshipped Orders: If your order has not yet shipped and you request a refund, a 5%-10% fee will be deducted. This fee is charged by your bank during the payment process, and the specific percentage depends on your payment method.

Return Shipping: Customers are responsible for the initial delivery and return shipping costs. They will also be responsible for a 15%-20% depreciation fee. OWAY is not responsible for any damage or loss during return shipping.

Refund Process: Once we receive the returned e-bike and verify that it meets the eligibility criteria, we will process the refund. The refund will be issued to the original payment method within 14 days.

Exclusions: Please note that the following items are not eligible for refunds:

Any e-bike that has exceeded the 14-day return period.

Products with missing parts or damaged packaging.

E-bikes that show signs of misuse, abuse, or neglect. If you have any questions or concerns about our refund policy, please contact our customer service team at [owayebike@gmail.com].