FAQ

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.

Orders & Shipping

How long does it take to process my order?

Bike orders are processed Monday through Friday, some accessories and life goods are only processed on Saturday's.

Any kids' bicycles, Mono and Mono II orders shipping directly to the customer and placed by 10am PST will be processed that same day. Orders placed after 10am PST will be processed the next day. Orders shipping to a local bike shop will be processed 48-72 hours after being received.

Please allow up to seven (7) business days for other adult bicycle orders (Bisou, CS, Sport & Mini Velo). They require additional lead time from our team, particularly if shipping to a local bike shop.

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.

How long does is take for my tokyobike to ship?

Once an order is processed, please allow at least 24 hours for your tracking number to update.

Order ship from two different warehouses — California and the UK. When in transit, your bicycle may take 2-5 business days to get to you or your local bike shop. However, carriers encounter unexpected delays due to weather, holidays and customs (in the case of UK orders — Bisou, CS, Sport & Mini Velo only).

tokyobike is responsible for all duty fees required to ship from our UK warehouse to US customers.

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.

My order didn't arrive when it said it would... What should I do?

Once your package leaves tokyobike’s warehouse/fulfillment center until it is delivered to your address or local bike shop, shipping liabilities are with UPS. We highly recommend adding Route+ package protection insurance at the time you purchase tokyobike products, to allow you to file a claim in the unfortunate event your package is damaged, lost or stolen while in transit. When you file a claim, ensure you have your Order Number or Route Order ID ready to use with the claim form. It will be reviewed for approval by a Route+ team member for a reorder or refund within 24 hours. Missing package claims must be filed directly with Route by the customer.

If you do not elect to add Route+, once the package is marked delivered by UPS, packages become the customer’s responsibility, and tokyobike is not responsible for missing packages. Missing package claims must be filed by the customer with UPS.

What happens if my order arrives damaged?

Once your package leaves tokyobike’s warehouse/fulfillment center until it is delivered to your address or local bike shop, shipping liabilities are with UPS. We highly recommend adding Route+ package protection insurance at the time you purchase tokyobike products, to allow you to file a claim in the unfortunate event your package is damaged, lost or stolen while in transit. When you file a claim, ensure you have your Order Number or Route Order ID ready to use with the claim form. It will be reviewed for approval by a Route+ team member for a reorder or refund within 24 hours. Missing package claims must be filed directly with Route by the customer.

If you do not elect to add Route+, packages become the customer’s responsibility, and tokyobike is not responsible for damaged packages. Damage package claims must be filed by the customer with UPS.

What if my order gets lost?

We have been there, and it is the worst. That is why we highly recommend adding Route+ package protection insurance to allow you to file a claim in the unfortunate event your package is damaged, lost, or stolen while in transit. If an order is not insured with Route+, tokyobike is not responsible for items that have shipped out on our end but have not been received by the customer.

Can I change or cancel my order?

All orders are final sale.

Orders with the shipping option "Please ship to me direct" or our kids' bicycles are automatically placed with our warehouse and cannot be changed. For changes/cancelations with these orders, a $50 cancelation fee will apply.

Orders shipping to a local bike shop can only be changed if they have not been processed with our warehouse. After processing, a $50 cancelation fee will apply.

Any orders that have left the tokyobike premises cannot be changed.

If your order qualifies for change, please email us within 6 hours of placing your order; you can reach us at: info@tokyobike.us. While we will do our best to make changes, we cannot guarantee orders will not have been processed or shipped.

What is Route+?

Route+ is a premium package protection insurance for online orders. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise.

Purchased Route+ and need to file a claim? File here.

Route’s terms and conditions are listed here: route.com/terms-and-conditions

Does tokyobike offer financing?

Yes!

Shop Pay Installments allows customers to pay for their orders in installments at checkout. Orders from 50 USD to 17,500 USD are eligible for installment payments.

If you're not a Shop Pay customer, you can apply for financing through Affirm at checkout. All payments are organized and processed through their platform if choosing this option.

International

Does tokyobike.us ship internationally?

Apart from helmets, 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. With that in mind, if you are purchasing a bicycle, it must be shipped directly to you and not a local bike shop. 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.

Returns & Exchanges

What is tokyobike's return/exchange policy?

Bicycles

All bicycles purchased are final sale. 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 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 email us at info@tokyobike.us orutilize our LiveChat on our website from (10am-5pm PST) and we’ll answer your questions as quickly as we can.

Accessories, Helmets & Lifestyle

All items final sale. If you believe the accessory you received to be defective, please provide an explanation with as much information as you can, including photos of the defective item. Defective items will be subject to manufacturers warranty policies.

Bicycles

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 are tokyobike bicycles made?

Our bicycles are designed in Tokyo at our Yanaka studio. The Bisou, Classic Sport and Sport models are manufactured in Taiwan, which is where most high-end bicycle production takes place. For the Mono, Paddle and little tokyobike, we use a high quality manufacturer in China.

Does tokyobike sell just the frame & fork?

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

What type of steel tubing are tokyobike bicycles made of?

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

What is Chromoly steel, why do you use it, and how does it compare to other metals?

Chromoly is a chrome-alloy steel, with a higher strength to weight ratio than conventional steel. For riders, this means we use a responsive material that lasts through years of hard, daily use. We feel chromoly is the best material to make sure your tokyobike is a lasting part of your everyday life.

Chromoly is slightly heavier than aluminum, but allows for thinner, sleeker frames with reduced stiffness, providing a smoother ride than an aluminum would. While carbon frames can turn brittle with stress, steel allows an affordable strength to weight ratio option without the fear of expensive frame damage. Chromoly bends before it breaks while materials like carbon and titanium frames can shatter.

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 26 & 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

Notable Features of the Classic Sport 26:
+ 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

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

Notable Features of the Classic Sport:
+ Wider Range of Colors Available
+ 26” Wheels
+ Can accommodate up to a 42mm wide tire which provides more cushion and comfort on the road
+ 8-speeds with a more narrow range, helpful for moving quick and shifting smoothly
+ Forward leaning riding position, better for longer rides/further distances

Notable Features of the Sport:
+ 650c wheels - 571mm wheel diameter size
+ Can only accommodate up to a 28mm wide tire, which means it is intended for speed over comfort
+ 9-speeds for a wider range and more athletic riding
+ More severe riding posture due to longer stem length, better for more athletic riding

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? And how do I measure it?

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.

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—your pants inseam is not necessarily your leg length. This can be measured by standing up straight against a wall without shoes, holding a book in between your legs and measuring from the spine of the book (wedged against your pubic bone) to the ground.

Your actual leg length should be about an inch higher than the 'standover height' of the bicycle. That said, a slightly smaller number is also ok. For example, if your leg length is 31", you’ll want a bicycle frame with a standover of about 30".

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.

Assembly

How does the assembly process work for adult bicycles?

We offer two ways to get your new tokyobike to you:

Option one: We’ll ship it to a local bicycle shop near you (our recommendation)

We use your shipping address to select a bike shop near you with the highest reputation. And where possible, we choose shops we’ve had success with in the past and know first-hand to be the most friendly. Once a shop is selected and your assembly is organized, our team will notify you via email. It usually takes a bike shop 1-10 days to assemble your new tokyobike after it arrives with them. We can’t control bike shop assembly times, but we do our best to choose shops that are known for their speedy service. Once your tokyobike is assembled, your local bike shop will contact you for pick up. Assembly fees are the responsibility of the purchaser and typically range from $75-160, depending on where you live. tokyobike does not reimburse for assembly costs. If you also purchased accessories that need professional installation (such as racks, baskets or fenders), those will be shipped to your local bike shop, too - unless you request otherwise. Accessories or life goods that don't need professional assistance will be sent straight to your shipping address. If you wish to register your bike with us, please create an account to do so. We recommend keeping it on file for your self as well.

Option Two: We’ll ship it to you directly (assembly required)

If you’d prefer to have your tokyobike sent directly to you, we deeply respect that. We’ll send it to your shipping address and, from there, you’ll need to organize assembly yourself. Please note, we don’t include assembly instructions because we believe professional assembly will provide you with a safer and longer-lasting bicycle. And proof of assembly by a professional mechanic is necessary to maintain your one-year warranty. For international customers, only this option is available. And for pre-orders, please refer to our Pre-Orders T&C found here

Does the little tokyobike come assembled? Do you offer instructions?

The little tokyobike does not come assembled. An assembly guide can be found here but assembly by a local bicycle shop is highly recommended. Labor charges for assembly of the little tokyobike are the responsibility of the purchaser.

Different from our adult bicycles, your warranty will not be void if home assembled. However, make sure to follow our assembly guidelines not to cause product damage—which is not covered by warranty.

Please feel free to reach out to us via LiveChat (10am-5pm PST) or email at info@tokyobike.us if in doubt.

Does the Paddle come assembled? Do you offer instructions?

The tokyobike Paddle does not come assembled. An assembly guide can be found here. If assembled by a local bike shop, labor charges are the responsibility of the purchaser.

Different from our adult bicycles, your warranty will not be void if home assembled. However, make sure to follow our assembly guidelines not to cause product damage—which is not covered by warranty.

Please feel free to reach out to us via LiveChat (10am-5pm PST) or email at info@tokyobike.us if in doubt.

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.

Stores

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

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

I'd like to become a tokyobike stockist.

If you're a physical bike shop, please email us some information about your shop, location and other brands you carry at info@tokyobike.us.

If you're a Shopify Store, we can get you easily set up through Shopify Collective here.

Net Orders Checkout

Item Price Qty Total
Subtotal $0.00
Shipping
Total

Shipping Address

Shipping Methods