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Serial 1 Frequently Asked Questions
What is Serial 1 Return Policy?
Returns that are deemed acceptable through the above policy can anticipate to receive refund payment based on the type of cancelation/return requested.
Pre-shipment Cancelations: 2-5 Business Days after request is received by Serial 1 Support
In Transit Cancelations: 1-3 Weeks after request is received by Serial 1 Support
Post Delivery Returns: 3-7 Weeks after the bike return is officially in transit back to thier return warehouse.
How to Properly Transport Your Bike?
There are many different ways to safely transport your bike safely from one location to another. Listed below are recommended transportation methods.
Ebike Rated Bike Rack (Highly Recommended): Most bike racks that will hold 60lbs per bike will comfortably transport your bike safely without removing or disassembling parts of your bike. Different eBike rated bike racks will hold your eBike safe. Serial 1 recommends racks that can secure the bike with direct contact on the tires (not on the rack/fenders).
Check with your eBike rack manufacturer before purchase to make sure it is approved for RV use (if needed)
Partial Disassembly Your Bike: Proper disassembly of certain parts of your bike (ie front wheel, saddle and pedals) may allow the transportation of the bike to be more accessible in vehicles with limited cargo space. For steps on how to assemble/disassemble these parts of your bike, please visit Serial 1's RUSH/CTY Assembly Video and Serial 1's MOSH/CTY Assembly Video. Transportation of a bike inside a vehicle may receive best results if the use of a moving blanket or other padded material is applied to keep the bike safe.
Tie Down Straps: Using proper tie-down straps may allow your bike to be transported safely in certain situations. When using tie downs, be cautious of the locations of the tie downs and excessive pressure on the bike may cause damage to the tied down location.
When transporting your bike, it is important to keep the bike upright at all times. Bikes that are upside-down or laying on their side may cause damage to parts of the bike that are critical for functionality. These parts include (but are not limited to): Enviolo AHI (Located on the left-hand side of the rear wheel of RUSH/CTY Models). Brose Remote/Display Screen (Located on the top of the handlebars). Rotors (Located on the front and rear wheel of the bike)
What is Serial 1 Affirm Financing?
Affirm financing is available for qualifying customers.
There are three repayment options to choose from (6, 18, and 36 months).
During checkout, choose "Affirm Financing" as your payment option. More information or questions about Affirm can be answered on the Affirm Website. Affirm will determine the finance options available on a per-customer basis.
What is eBike Warranty Registration Form?
All Serial 1 eBikes are covered by a comprehensive warranty policy, and supported by Serial 1's dedicated Customer Support team and Help Center. To facilitate the quickest and easiest resolution of any future concerns that may occur with your eBike, Serial 1 encourages all customers to fill out the below Warranty Registration Form so that Serial 1 has all of your eBike's information pre-populated in Serial 1's system and tied to you as the owner. It is not a requirement that a customer register their warranty for it to be active.