Frequently Asked Questions
What size bike should I get?
When you are shopping for a specific bike, you’ll see that different sizes suggest a rider height just beneath the size. For detailed measurements, you can scroll down to Geometry on each product page. If you still have questions after seeing those suggestions, feel free to click the “Contact Us” form in the footer of the site or call us at 888-600-3156.
How do I create an account?
Creating a Haibike.com account is easy: just click on Log In to register anytime. You can also create an account when you place an order. From your mobile device or tablet, click the three bars on the upper left of your screen, then select Log In / Create Account to create an account.
What are my delivery options when buying a bike and accessories?
We offer three options for delivery; standard home delivery, in-store pickup at a local participating bike shop, and mobile bicycle delivery powered by Beeline Connect. Not all options are available for all zip codes and purchase types.
What is Standard Home Delivery?
Bikes ship from our warehouse within one business day on purchases before 3 pm EST. Arrival is usually 2-6 business days from purchase, based upon delivery method selected. Assemble yourself! Signature for delivery is required.
How does Pickup at Your Local Bike Shop work?
If a participating bike shop is available for your zip code and purchase type, bike shops will appear as a selection at checkout. The bike is shipped ground to the bike shop. Allow 4-7 business days after arrival for bike assembly. Some fees may apply for accessory installation.
What is Beeline Connect?
If mobile delivery powered by Beeline is available for your zip code and purchase type, it will appear as an option at check-out. If you select mobile delivery, we will email you a link that allows you to schedule the delivery date for your bicycle. If you have any questions related to Beeline Connect or scheduling, please call Beeline Support at (855) 582-4537. Some fees may apply for accessory installation.
Do you ship internationally?
Bikes purchased on HaibikeUSA.com are not available for international shipping.
What does “Out of Stock” mean?
Out of Stock means that we no longer have inventory of that item. If there is an out-of-stock item you are interested in, please click “notify me when this product is in stock,” and we will e-mail you when it is available.
What does “Coming Soon” mean?
Coming Soon means this product isn't yet available, but we'll get them soon! If there is a Coming Soon item you are interested in, please click “notify me when this product is in stock,” and we will alert you via e-mail when it comes into stock.
What forms of payment do you accept?
We accept all major credit cards, PayPal, and installment agreements through Klarna.
How long will it take me to get my money back for a return?
We process most refunds within 2 business days of when the returned item is received back at our warehouse. Your financial institution’s policies determine the refund posting on your account after that.
How do I exchange an item?
You can return a product to us and replace it with a new order; due to the nature of bikes and e-bikes this is a return and new purchase, not a like-for-like exchange.
My purchase is from a retail store; how do I return for a refund?
Our retail partner stores all have their own return policies and practices. Please return items to the retail partner store where you made your purchase.
How can I get a manual for my bike? Do you have a manual that is specific for my model?
Bike manuals are not model-specific. You can reach out to our customer service team here to request the most current manual.
I am missing something from my Haibike bike box. How do I get what I need?
Send us a quick note! The fastest way is by using the Technical Support request at the bottom of the page. You can also give us a call at 888-600-3156. We will do our best to get you what you need!
Who do I connect with if I’m having technical issue with a product?
You can ask a Technical Support question with our experts using the "Contact Us" form in the footer of the site. Or, you can give us a call at 888-600-3156. We're here in our Seattle-area offices Monday through Friday between 8am and 5pm Pacific time. Please have available your product details including serial number to help us help you!
What do I do if my product has a problem?
Please read our warranty statement. Then, if you need to file a warranty claim, please fill out a warranty claim form at the bottom of the page. Claims can also be filed through your local dealer.
My bike did not come with a kickstand, why not?
Most high-quality bikes do not come out of the box with kickstands. Please see a local dealer specializing in e-bikes for options, your model may have specific requirements.
Where can I buy replacement parts for my bike?
Many replacement parts can be directly purchased at any local bike shop; your local dealer can support any of your needs. If you have questions, connect with our bike experts via the Contact Us form in the footer of the site. You can also give us a call at 888-600-3156.
Where is the serial number on my bike?
The serial number is located on the underside of the frame where the pedals and crank arms attach. You most likely will need to flip your bike over. Look for a string of letters and numbers. The serial number is usually formatted like AV01234567 or AV00B01234. If you still have your original box, the Serial Number is also on the label on the side of the carton, and is also typically included alongside your Owners' Manual.