Frequently Asked Questions

Shipping, Ordering and What's in Stock

How soon will I get my bike? 

Your bike ships for free with UPS Ground shipping and typically arrives within 3-5 days after it ships. 

We are currently experiencing higher than expected demand.  Some models may be sold out. Others will ship in 3-4 days. 

 

Is shipping free and are there expedited shipping options? 

Yes, FREE shipping is available for all orders over $19 to all USA customers (this includes Hawaii and Alaska).

For orders under $19, we charge a $8 shipping & handling fee. 

Due to high demand, we cannot offer expedited shipping.  

 

 

 

Shipping to Canada 
woom’s new shipping rates do not apply to Canadian customers, but some woom bike models are available on amazon.ca for quick delivery without duties or tariffs. 

If you have any questions about shipping, feel free to contact us: 

855-966-6872

usa@woombikes.com

Military addresses: We do ship to Military addresses for free, and instead of UPS, we may ship the bike using USPS. There are no returns on our products for APO, DPO, or FPO addresses. 

I live in Canada, can I still order from woom bikes USA and what terms apply to Canadian orders?

We recommend our Canadian customers always check if woom bikes are on Amazon.ca.  Click HERE to visit our woom bikes USA Canadian Amazon store. Amazon.ca provides woom customers in Canada the best shipping price and return policies available.  

If you cannot find the size and color you want on Amazon Canada, you do have the option of buying from our website.  When buying to ship to Canada direct from our website instead of Amazon.ca, shipping is a flat charge of $100 for one bike. We pay any and all additional charged taxes duties or tariffs beyond the $100 (which often ranges from $40 to $80 plus dollars). If you order more than one bike to ship to Canada, the shipping price increases.  We are working on fully stocking Amazon.ca for our Canadian customers.  

Due to the shipping expense for Canadian orders from our website, there are absolutely no returns or exchanges accepted for any woom bikes or accessories shipped to a Canadian Address.

Upcycle memberships are not available in Canada. 

I live in Austin, TX—Can I visit woom bikes USA to buy a bike? 

If you live in Austin, TX, we encourage you to stop by to get the perfect bike. We do have bikes available for purchase in our showroom for walk-in customers at this location:  

2311 West Rundberg Ln. Ste. 100.  Austin, TX 78758

If you are buying from our website and live in Austin, TX, the bike will be shipped. 

The bicycle I want is not available to ship today, what should I do?

If your bike is currently not available (showing as "available soon" on the site, then this means that we are currently sold out of this model/color. If a woom 1,2,3,4 bike is currently showing as "available soon", this means we are currently out of stock. You can request to be put on a wait list to be notified when we make the bike available for pre-order. We suggest purchasing another bike color if you need the model sooner.  We will open up pre-orders for bikes 2-3 weeks ahead of shipping them. If you have any questions or would like to verify our availability information, please free to email us or call us.  

Are your bikes discounted or do you sell used bikes?  

We do not discount our bikes. Additionally, we do not sell used bikes. 

This also means that you are going to get the best price on a woom bike today, and you don't need to wait up for any sale or worry that it will be discounted later.

Read more about the resale value of our bikes on our blog.

Is it easy to put a woom bike together when it arrives? 

Yes.  Our bicycles are delivered in a way that everyone can build the woom bike ready for the road in just a few simple steps - easy! All brakes and even gears are perfectly tuned/assembled, so no adjustment work is needed! Every bike comes with a wrench for the pedals and an allen key to tighten the needed screws. Easily understandable assembly instructions, included with each bike, will guide you through every step.

Do you offer a bell and kickstand? 

A kickstand is included for free with a purchase of woom 2 - woom 6 bikes. Bell is optional for all models. You can buy our kickstand here and our bell here.  

What color options do you have?

Red, blue, green, yellow and purple. Our product pages always have the latest availability on color choices.

Are there special editions of woom bikes? 

In the past, we have offered 'City,' 'Automatix' and other editions of some of our bikes, but we have discontinued these models. Our product pages always have the latest availability on style choices.  

Can I buy with credit card or Paypal?

Yes, we accept credit cards. At the checkout, you will see all our available payment options which includes PayPal. You can buy online or feel free to call us if you prefer to order over the phone.  855-966-6872.

Exchanges and Returns

For your 30-day return, who pays shipping for returns or exchanges? 

Free 30-day returns are available for all USA customers.  We pay for return shipping in the USA.  

In the event you need to return or exchange your bike within the 30-day return period and are in the United States, we cover the cost of shipping provided that the bike is undamaged (Canadian and or international orders are excluded from returns, though). 

What should I do if I have a technical problem after buying a bicycle?

Please do not hesitate to call us at 855-966-6872 or send us an email to usa@woombikes.com - We will be sure to find a solution!

Sizing, training wheels and the freewheel

My child is only a few inches away from the larger model. Should we go with the larger one?

We take height minimums very seriously at woom, because we want your child to have the best riding experience possible. The child should be able to stand still on the bike with their feet down (but heels up) and ride comfortably, so that they have control at all time. We advise you to stick to our age and size recommendations. If you are still uncertain about the correct bike size, please do not hesitate to call us at +855-966-6872 or send us an email to usa@woombikes.com

Why do woom bikes 1, 2 (with the freewheel kit), 3, 4, 5 and 6 have hand brakes instead of (rear wheel) foot brakes?

We believe hand brakes combined with a back freewheel make for the best riding experience for a child.  The foot (coaster) brake may make nice skid marks on the pavement, but it has major disadvantages when compared to hand brakes:
    Starting biking is best when the pedal is at the 1 o´clock position and the crank may get stuck in the kickstand. An emergency stop is only possible whenever one of the pedals is positioned at the 1 o´clock position while riding. This contains significant risks as the child can only perform an emergency stop whenever the pedal is in the right position. In case the pedal is in not in the correct position in an emergency situation, your child might not be able to brake adequately. Your child will have handbrakes sooner rather than later (on later bikes). Learning how to work both brakes is essential.
Our bikes have special "small-hand reach" brake levers, which enable children with small hands to brake comfortably and without letting go of the handlebars. 

Why can I not buy training wheels from you?

We believe that children do not need training wheels, and how quickly toddlers and children of all skill levels pick up and take off on a woom bike is a testament to this innovative approach! Not only that, our bikes are designed in a way that attaching training wheels bought from somewhere else is not possible. 

The balance bicycle teaches the most important thing: to keep your balance. After balance is mastered (which is quicker than you may be thinking!), only the pedaling has to be learned. This happens very swiftly and intuitively; a little patience and encouragement for your child will go miles!  We guarantee you will be pleased with our approach that if you're not happy without training wheels, you may return the bike within 30 days of purchase.

Learn more about the no-training-wheels revolution at this link below: Why to Skip the Training Wheels.  

How can I teach my child to ride?

First, make sure your child has a helmet and gloves on. Find a safe place (a local park, for example) to take your child.  Have them start off by using the bike as a balance bike (ANY of our bikes can be balance bikes in a way, because you can leave the pedals off until your child is comfortable with balance).  

Use encouraging words and a hand on the child's shoulder and or under the bike seat as the child is learning to take off. Make sure you encourage the child to keep looking forward as they gain momentum. 

We would also invite you to give us a call for any further tips on making sure your child has great success riding.  

Upcycling and origin of our bikes

How does upcycling work?

Buy an UpCycle membership once (per child) and when your child is ready for their next bike, you will send in the used bike (UpCycling it) to get 40% of the returned bikes cost good toward your purchase of the next size up woom Bike.  We pay for all shipping in the UpCycle program.  Even better: we use the UpCycled bikes by teaming up with nonprofits around the country that focus on youth bike riding for health.

UpCycle memberships are only available to customers in the contiguous United States. 

Do I need to order the UpCycle membership together with the bicycle?

No. The UpCycle membership can be purchased at any time. If the UpCycle membership is to be bought separately from the bike, upon its purchase please note in the comment field the order number of the bicycle, for which the UpCycling should be applied to.

What happens to used/upcycle bikes?

They are often used for nonprofits and marketing purposes. We do not offer used or upcycled bikes for sale 

Please send us an email with any other questions to usa@woombikes.com

 

Are your bikes made in the USA?

Quality control and final work on our bikes is done in Texas in the United States, and most of the bike is sourced globally. 

Our bikes are designed and tested in Vienna, Austria, most of the bike itself is produced in Cambodia, and then, here in Texas, we manage all final inspections and quality control.

Most of our printed material (such as owner's manuals and marketing material) is made in the USA. Custom name stickers come from Vienna, Austria.  

We proudly employ over 20 team members at our USA warehouse and we also handle all customer service and quality control from Texas.  

Helmets

I own a woom helmet and I just recently read that they are not safe in Consumer Reports. Can you help clarify?

We are aware of the Consumer Reports (CR) test results and were surprised that our small helmet did not pass all of CR’s tests successfully. After hearing this, we immediately initiated a series of tests at several Consumer Product Safety Commission (CPSC) accredited test labs. This helmet passed all of these tests as it did when we first introduced the helmet last year. CR’s tests are different than the CPSC’s and are not meant to determine compliance with the CPSC’s safety regulations. We are working closely with the CPSC to confirm that this helmet complies with these tests and is safe to use and trying to figure out why this helmet did not pass CR’s tests. In the meantime, we are confident that our helmet is safe and that you can continue using it.