Not sure on how we process orders? How assembly works? Our return policy and more? Here are some frequently asked questions, and answers, that can hopefully clarify any questions you may have.

How long does it take to process my order?

Orders are processed Monday through Friday and any orders placed by 10am PST will be processed that same day, all other orders will be processed in the next business day. Please allow up to 48 hours for bicycle order processing time. We are a small but mighty company and we do our best to get orders out as we receive them, however during high volume times of the year we may need a little extra time.

What is the return policy on bicycles?

Purchasing a bicycle online is a substantial investment and costly to ship. At tokyobike we want to do all we can to ensure you are making your purchase with as much information as is necessary and provide a positive shopping experience. If you have any questions or reservations prior to your purchase, we simply ask that you contact us by phone or email to help clarify anything for you. It is always far more cost-effective for all parties to deal with technical or fit inquiries prior to purchase rather than after. You can reach us at: (213) 395-0747.

If for some reason you are not satisfied with your tokyobike bicycle, you are welcome to return it within 14 days of pick up at your local bicycle shop or from a tokyobike dedicated shop. Please note, all bicycle returns incur a 30% restocking fee on full retail price. All bicycle exchanges incur a 15% restocking fee on full retail price. This fee represents all costs associated with returning a bicycle, inclusive of inspection, labor, warehouse handling, paperwork, and depreciation. Items must be in original condition to be eligible for a refund. All items refunded will be returned on the original method of payment when the order was placed. Customers are responsible for all boxing and shipping costs and all bicycles must be returned with accompanying materials and parts. Any damage incurred during a return shipment is also the customer’s responsibility and will be factored into the customer’s final credit back. For your own protection, we recommend using a shipping method that can be tracked and insured. tokyobike is not responsible for any items lost in transit. Please call us at (213) 395-0747 or email us at sales@tokyobike.us, if you have any further questions about tokyobike’s Return Policy for bicycles.

What is the return policy on helmets?

Unfortunately we are unable to accept returns or exchanges on helmets, as it is a safety liability. Once the helmet has left tokyobike, we cannot be held liable for any damage that may incur, and are unable to accept returns or exchanges for this reason.

What is the return policy on all items other than bicycles & helmets?

All sale items are final sale. All items other than bicycles or helmets may be returned for a full refund on the original method of payment, within 14 days of purchase. Shipping and handling fees will not be refunded.

To process, simply mail your return to us at:
tokyobike Los Angeles
℅ Returns Department
1320 E 7th Street #120
Los Angeles, CA 90021

You can return using any secure means, but we may not accept liability. All items must be returned new and unused. Returns that do not meet our policy will not be accepted and sent back to the customer. As soon as your return is accepted, your refund will be credited to the original payment method. Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers.

If the item is an exchange, we are happy to cover the outgoing shipping cost once we receive your original order back at tokyobike LA. tokyobike does not cover the cost to ship items back to us.

How does the assembly process work?

At check out you’ll be prompted to choose between three options:
1 - Ship my tokyobike directly to me, I’ll organize assembly*
2 - Ship to a local bike shop of my choice for assembly
3 - Ship to a reputable local bike shop chosen for me by tokyobike

*If you select option 1 and you attempt home assembly, but are not a professional bicycle mechanic, your tokyobike warranty will be void. Proof of assembly by a professional mechanic is required to maintain your 1-year warranty.

After you select between the three options, we will process your order and get your tokyobike and any accompanying accessories on the way. If you purchased accessories that need to be installed on the bicycle (racks, baskets, fenders, etc) we will also ship those to the bike shop for installation. Other accessories like helmets or lifestyle products will be sent to your shipping address.

If you selected option 3 and would like us to choose the assembly shop for you, we will choose a bike shop based on reputability. We try to continue working with shops we have had great success with in the past, and we prefer the most friendly ones available. We will notify you via email of the bike shop of our choice, once we have communicated with them and confirmed they are able to provide service for your tokyobike.

We will communicate to the local bike shop instructions for your assembly, and send along your contact information so they can reach out when it is time to pick-up. It typically takes a bike shop 1-10 days to assemble your new tokyobike after arrival. Assembly time is dependent on the time of year, and the service schedule at the particular shop. Assembly time at the local shop is not something that tokyobike can control, but we typically see very quick service from our assembly partners.

Once your tokyobike is assembled, the local bike shop will contact you when it is time for pick-up. You will need to pay them for the assembly fee at pick-up, assembly fees range from $40-$160 depending on where you live. Be sure to save your receipt and email it to us right away at: sales@tokyobike.us as tokyobike will promptly reimburse your assembly fee with a tokyobike.us gift card for $100 !

Then, simply, ride off into the sunset!

I want to have my tokyobike shipped to a bike shop, why do I have to input my shipping address too?

In the event that we are choosing an assembly shop for you, we will base the location on your shipping address, so we will need this information. If you have ordered accessories that do not need to be installed onto your new tokyobike, we prefer to ship those to your shipping address when we can. Even if you have input a bike shop address to ship your tokyobike to, we will still need your shipping address in many cases.

How long does is take for my tokyobike to ship?

All orders may require up to a 48 hour processing time. Here at tokyobike US we have two warehouses, one on the East coast and one on the West, all accessory and lifestyle products ship from our Los Angeles HQ. It typically takes 3-5 business days for your new tokyobike to arrive at your local bike shop for assembly. Depending on where you are located this time can be even less if you’re very close to one of our ship from locations.

How long will it take for the local bike shop to assemble my new tokyobike?

We will communicate to the local bike shop instructions for your assembly, and send along your contact information for them to reach out when it is time to pick-up. It typically takes a bike shop 1-10 days to assemble your new tokyobike after arrival. Assembly time is dependent on the time of year, and the service schedule at the particular shop. Assembly time at the local shop is not something that tokyobike can control, but we typically see very quick service from our assembly partners.

What is the warranty on a tokyobike?

Our 1-year manufacturer warranty covers manufacturer defects to all moving parts on your tokyobike. If within the first year of ownership any of the components on your tokyobike prove to be defective, we will gladly replace them at no cost to you. This warranty also applies to the frame of your tokyobike. Our warranty does not cover damage caused from misuse or crashes. Tires are not covered under our warranty, neither are small defects in paint. Proof of assembly by a professional mechanic is required to maintain your 1-year warranty.

Where can I find a tokyobike store or stockist near me?

You can find a full list of our North & South American dealers here.

Does tokyobike.us ship internationally?

We ship all accessories, lifestyle and clothing items globally but at this time, we cannot ship bicycles to locations outside of our territory (North, Central and South America). If you’re interested in ordering a tokyobike and you live somewhere else in the world, you can find a full list of our international dealers here.

If I place an international order, who pays for duty and brokerage fees?

All duty and brokerage fees are responsibility of the purchaser. If upon arrival those fees don't get cleared and the order is returned to tokyobike, restocking fees might apply. For more information, please read our Return Policy here.

I live in Canada, do you ship bicycles here? Can you ship to a local bike shop for assembly?

We are happy to say we do ship to Canada. That said, because duty charges are the customer's responsibility, we are not able to send bicycles directly to a local bike shop. We still provide $100 tokyobike digital Gift Card with proof of assembly and if needed, we will be happy to help you locate the best and closest shop to you.

Can I change or cancel my order?

We are able to change or cancel orders that have yet to be processed. Once bicycle orders have been processed with our warehouse a $50 cancelation fee will apply. Any order that has left the tokyobike premises cannot be changed or cancelled, and any return shipping costs will be due to the purchaser. If you need to change something please email within 12 hours of placing your order, you can reach us at: sales@tokyobike.us. While we will do our best to make changes, we cannot guarantee orders will not have been processed or shipped.

Does tokyobike offer financing?

We are excited to say, yes! To see apply for financing simply select the Affirm icon as a method of payment at checkout. The financing is provided through Affirm, and all payments will be organized and processed through their platform.

Does tokyobike sell just the frame & fork?

We do not, we only sell complete bicycles as detailed on each item.

Where are tokyobike bicycles made?

Our bicycles are designed in Tokyo and manufactured in Taiwan, which is where most high-end bicycle production takes place.

What type of steel tubing are tokyobike bicycles made of?

tokyobikes are constructed of lightweight, triple-butted, Chromoly steel.

Does tokyobike make electric bikes?

Not yet! We are continuing to research this new and exciting mode of transportation, and when the time is right, we hope to bring you the most beautiful and functional electric bike possible.

What is the difference between the Classic Sport & the Classic Sport 26?

The tokyobike Classic Sport & Classic Sport 26 are nearly identical twins, but there are a few deciphering differences. The Classic Sport comes equipped with a 650c (571mm) wheel diameter size, whereas the Classic Sport 26 has a 26” (559mm) wheel diameter size. The 650c wheel size of the Classic Sport can only accommodate up to a 28mm wide tire, which means it is intended for speed over comfort. The Classic Sport 26 can accommodate up to a 42mm wide tire which provides more cushion and comfort on the road. The CS is only available in a glossy finish, whereas the CS-26 is a matte finish. So, if you like the CS but you’re looking for a bit more comfortable ride, we recommend the CS-26. If you have a need for speed, choose the CS!

What is the difference between the Classic Sport & the Bisou?

Notable Features of the Bisou:
+ Slanted top tube, easier mounting & dismounting
+ 7-speeds with a wide gear range, helpful on steep hills but feels a bit less speedy
+ Upright riding position, more comfort oriented & less aggressive, helpful in heavily trafficked pedestrian areas
+ 26” Wheel for larger tires & more comfort

Notable Features of the Classic Sport:
+ Traditional diamond frame—this is stiffer and feels a bit quicker because the stiffness allows the frame to move more efficiently
+ 8-speeds with a more narrow range, helpful for moving quick and shifting smoothly
+ Slightly more forward leaning/aggressive riding position, better for longer rides/further distances
+ 650c Wheel for more narrow tires & speed in mind

Can I convert my tokyobike to an internally geared hub?

A tokyobike can be converted to an internally geared hub, but this will add 2 pounds of weight to our geared models, and will require a chain tensioner, which looks basically exactly like an external derailleur. By adding an internally geared hub to our single speed models, extra cable guides will also need to be installed. It can be done, but for aesthetic, and weight purposes, we do not encourage it.

What color tokyobike should I get?!?

We suggest you purchase the color that makes you feel happy, or the color that you’ll never tire of. There’s truly no wrong answer because all of our colors are amazing!

What is standover height? Why do I need to know mine when selecting a frame size?

Standover height is the distance from the ground to the top of the top tube on a bicycle. In the case of a sloping top tube, like on our Bisou, the measurement is taken at the mid-length of the tube as shown.

This measurement is important to make sure you have enough clearance between you and the frame when standing over your bicycle. To see if you have enough standover over a specific frame, measure your leg length, then add at least 1 inch of space between you and the top tube.

For the tokyobike Bisou, the standover is much more forgiving—you can use your height to better determine a frame size that will fit you best.


Still have a question?

Call us at (213) 395-0747 or eMail us at info@tokyobike.us